Nintendo Switch 2 delivery delay

Hello ​@Maycon ,

Ik heb gekozen voor een cadeau bij mijn KPN Thuis abonnement. Wanneer ontvang ik deze?

Om je welkomstcadeau te ontvangen zijn een paar dingen belangrijk. Je abonnement moet actief zijn. Daarom ontvang je eerst de eerste factuur. Daarna gaan de veertien dagen bedenktijd in. Zo gauw die voorbij zijn, versturen we binnen uiterlijk drie werkdagen je cadeau. 

Daarna wordt het welkomstcadeau verzonden door hun partner Sidekix Je ontvangt een e-mail met een Track & Trace. Je kunt hiermee jouw pakket volgen.

Let op: ze sturen 't naar het adres waar je je abonnement op hebt aangevraagd. Dit kan je niet aanpassen.

Vragen over verzending?

Hiervoir kun je contact opnemen met Sidekix. Zij zijn op werkdagen van 9.00 tot 18.00 uur bereikbaar op 088 6237 006 (lokaal tarief).

Mijn abonnement is al twee weken actief, maar ik heb nog geen Track & Trace ontvangen. Wat nu?

Neem contact op met KPN. Je kunt hiervoor een belafspraak maken. Zij bellen jou dan op een moment dat het jou uitkomt.

Bron:

Google Translate:

I chose a gift with my KPN Home subscription. When will I receive it?To receive your welcome gift, a few things are important. Your subscription must be active. That is why you will receive the first invoice first. After that, the fourteen-day cooling-off period begins. As soon as that has passed, we will send your gift within three working days at the latest.After that, the welcome gift will be sent by their partner Sidekix. You will receive an email with a Track & Trace code. You can use this to track your package.Please note: they will send it to the address where you applied for your subscription. You cannot change this.Questions about shipping?For this, you can contact Sidekix. They are available on working days from 9:00 AM to 6:00 PM at 088 6237 006 (local rate).My subscription has been active for two weeks already, but I haven't received a Track & Trace code yet. What should I do now?Contact KPN. You can schedule a call for this. They will then call you at a time that suits you.

That doesn't answer my question. My internet service has been active for a month, and if I have to wait 45 days, that should have been made clear on the promotion's homepage, because what it says there is that I would receive the video game 14 days after my internet service became active.
Is there a problem with the delivery? 

Hi ​@Maycon . Welcome here

I completely understand your frustration here. From your perspective the service has already been active for quite some time, so it makes sense that you expect clearer communication and more progress by now. A promotion should feel like a welcome gift, not like a side quest with hidden timers and mystery rules. 

In most cases the welcome gift process starts after the first invoice has been generated and the 14-day cooling-off period has passed. That is why @Noordzee mentioned the first bill specifically.

Have you already received your first invoice from KPN? That’s an important detail here, because if you have and there’s still no Track & Trace or update afterwards, then something may indeed be stuck in the process or delayed with the delivery partner.

I’ve called KPN more than five times, and they can’t even see my connection in their system. I’ve been using the internet for over a month FOR FREE because I haven’t received a bill, and all this company knows how to do is say: “THIS IS ANOTHER THIRD-PARTY COMPANY’S PROBLEM,” but to restart the Wi-Fi and wait another five days. This is a JOKE. Not even a SINGLE ASPECT of this contract has been resolved without me calling 10 times; even to get the damn internet installed at my house, I had to call for weeks.

Instead of working and doing something about it, they give me phone numbers so that I CAN DO THEIR JOB AND KEEP CALLING THE CONTRACTORS TO FIX THEIR SYSTEM MISTAKES.

I can absolutely understand why this is becoming frustrating. Based on what you describe, it sounds very possible that the fibre connection itself is technically working, but that the line has not been fully administratively delivered in our systems yet. That unfortunately does happen sometimes with fibre installations. 

If the connection is still not officially completed in the administration, then several automated processes will also not start properly. That includes things like invoicing and the shipment of the welcome gift. In that situation the gift will not be sent yet, because the system still does not fully recognize the subscription as completed.

The most important thing now is that KPN creates and follows up on a ticket specifically for the administrative delivery of the line. As long as that remains unresolved, the rest of the process can stay stuck as well.

My advice is therefore to keep contacting KPN support and explicitly ask them to check whether the fibre line has been administratively delivered and whether there is an open ticket for that. If there is no active ticket yet, ask them to create one so the back-office team can investigate and complete the delivery properly.

Once the line is correctly registered in the system, the billing and welcome gift process should normally start automatically afterwards.

I get it, but that’s what really pisses me off about this company: I, AS A CUSTOMER, have to tell the KPN EMPLOYEE what needs to be done, and worse yet, I HAVE TO FOLLOW UP ON THE PROCESS. I mean, I didn’t have any problems with Ziggo the two times I signed a contract with them, but KPN can’t take a single step without me doing someone else’s job; my only responsibility should be to request a service and pay for it.

I don't whan to be rude but, who are you? if you are an KPN employee, why can't you help me solve this? 
why the departments has no direct contact? why someone that talks with me can not just call to back office and solve my problem? 

Hi ​@Maycon . 

To answer your question directly: I am a KPN moderator here on the community forum, not a helpdesk employee with direct access to customer administration or back-office systems.

Our role here is mainly to guide conversations in the right direction, explain processes, and help customers find solutions. This community is also largely built around customers helping each other based on their own experiences. Because of that, moderators here do not have the same tools or permissions as the technical support or administrative departments inside KPN itself.

The helpdesk can be reached through several official support channels, including by phone, but also through social media channels like X.com and Facebook. Those teams can directly access customer accounts and escalate cases internally where needed.