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KPN Store Amstelveen promised I could change my promo deal

  • May 30, 2026
  • 1 reactie
  • 31 keer bekeken
V
Nieuwkomer

Beste KPN Moderators,
I am writing this post because I was misinformed by a sales employee at the KPN Winkel in Amstelveen (Stadshart), and I need your help to fix my home internet contract status.
When I signed my contract in the Amstelveen store, the salesperson explicitly promised me a 30-day grace period (bedenktijd) to convince me to sign up. Based on this verbal agreement, I signed the internet  contract for 24 months.
My internet line was self-installed and activated early on May 15, meaning today is day 16. However, my official welcome paperwork states an internet start date of May 18 (which means I am only on day 13 of my official contract start).
I want to use the 30-day grace period explicitly promised by your store employee to switch my current subscription to the active promotion: the Philips Ambilight 55-inch TV deal.
When I contacted customer service and visited the store, I was blocked because the system says the 14-day window passed (calculated from the early May 15 activation). This is unfair because:

   1. The store employee verbally bound KPN to a 30-day trial window (dwaling/misleiding).
   2. Even by the official paperwork start date (May 18), I am still within 14 days.
   3. KPN can easily check their internal systems for my store transaction to see which employee ID code handled my registration at the Amstelveen branch.

Can a moderator please step in, contact the Amstelveen store manager if needed, and help me adjust my contract so I can claim the Philips Ambilight 55" TV promotion?
I have filled in my customer number and address details in my forum profile settings so you can look up my account securely.
Kind regards,
Venkata Satyanarayana Pilli

1 reactie

Arjan van KPN
Moderator
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Hey ​@Venkata Pilli. First of all, I would like to welcome you to the KPN Community and also as a customer of KPN. We're happy that you chose us.

I'm sorry to read that you were not properly informed about the cooling-off period that applies to our contracts. If you place an order online, you are legally entitled to a 14-day cooling-off period. We also offer the same period to customers who sign up in one of our stores.

This cooling-off period starts at the moment your subscription becomes active at your address. A preferred activation date may have been specified in advance, but as soon as the modem establishes a connection, the subscription becomes active. Unfortunately, it is not possible for a store employee to extend this cooling-off period to 30 days, for example. This period is also defined in our General Terms and Conditions, which are always leading when entering into a contract. In addition, our order systems are unfortunately not designed to accommodate exceptions to this rule. This means that, even though you were told something different, we do not have the ability to change the welcome promotion associated with your subscription.

That was the factual explanation of the situation and the possibilities available to us, but I certainly do not want to dismiss your side of the story. You should be able to trust that an employee in a KPN store provides you with correct information, and you should not have to double-check everything yourself. For that reason, I would advise you to submit a complaint using our online complaint form. Our colleagues in the complaints department can then review your case carefully and see whether a suitable solution can still be found. They will contact you by phone within five working days to discuss the matter with you.

I hope you see this as an opportunity for us to work together toward a resolution, and I sincerely hope for a positive outcome for you.

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