Two weeks ago, we picked up 5 cards for party at Schiphol airport Hertz rental. Very easy. (Hardly any instructions given by Hertz except you must check in and checkout each trip otherwise 20Euro charge). However, we used pre-arranged Taxi to lodging so put cards away.
Few hours later, four of us decided to go to Amsterdam Central and used cards. One card didn't work at all. Once at Amsterdam Central, called Tripkey and pleasantly surprised they actually answered phone on a Sunday afternoon. Man very apologetic and instructed us to go to Doubletree Hotel next to Central station (about 5-10min walk), and get new card. Doubletree employee confused but (mistaking me for a guest, I later found out) helped me get a new card and 'activated' it on some yellow machine there. Even when he learned I wasn't a guest, he was very pleasant and even gave me a cookie for being patient and waiting. So, about 1 to 1 1/2 on first day dealing with process. Not great use of our time, but things happen and I got a cookie... so, shrugs.
Next day, the fifth card wouldn't work. (Had I known, I would have grabbed all cards the previous day and dealt with them, but I'd left one card for the sleepyhead). Once we got to Amsterdam Central, I had my group wait while I walk to Doubletree next door to deal with card. This time, Doubletree employee and manager started arguing and yelling that they're doing work for 'Tripkey'.
I called Tripkey and woman employee answered, seemed not knowing what to do when I explained situation. I told her I went to Doubletree because I was instructed day before to do so by Tripkey. She asked to talk to Doubletree employee. Twelve minutes later (all on my phone charging per minute, I might add), Doubletree guy hang up and yelled at me for trying to get help from them when I wasn't a guest. He handed me back my phone, practically threw the card at me and told me to go to train station and get it activate on some yellow machine. When I pointed to yellow machine just yards away in his reception area and asked if that was it, he reluctantly took the card and 'activated' it for me then. So. a scolding instead of cookie this time. (To be honest, I can't say I blame Doubletree because it wasn't really their problem, though they (Hilton Honors) definitely lost me as a customer from now on for their service).
As someone (Nigel?) mentioned, this is a start-up company with lots of growing pains. Obviously, they haven't thought things through and naively hadn't set up contingency plans in case problems occur.
I got the bill in pdf of all the trips we took and they seemed legit. No big surprise. There is a discount (you pay same rate as you do with Oveerkaart, I believe). For example, instead of 2.80Euro for a trip, we were charged for 1.80Euro. For Amsterdam Science Park to Schiphol, we paid 4.40Euro each on the card. You do HAVE to REMEMBER to check in and check out each time, else you get the 20 Euro fee...
In terms of cost, to give you and idea: We stayed near the Science Park and took trips into Center once or twice each day (bus, tram, train). We went to Hague/Delff as day trip and we went to Airport on keys. (Return keys at Hertz, easy return). We paid about $65 each person for 4-5 days of use. It was nice, I have to admit, not to worry about buying individual tickets when we changed our plans from going to Arnhem to Hague/Delff.
The convenience of having a 'pass' that allows you to go anywhere in Netherlands (we went to Hague, Delff using trains, trams, buses without worrying about buying separate tickets etc..) is worth taking a chance on this company? For us, we took the risk and thus I wasn't that perturbed with glitches, but I can't honestly say I'd recommend Tripkey customer service if something goes wrong, especially if you'd prefer not to spend a couple of hours of your first traveling day dealing with it.