COMPLAINT !!!  

CHANGING TO ZIGGO DUE TO YOUR INEPTITUDE

The worst company since the existence of the internet. 

I am DONE with your customer service with your mechanics and your general disinterest in our problems

We have been using KPN since last year when we were still living in Leiden, we never encountered any problems and therefore when we moved houses to Den Hague we thought to keep our contract with you.

We called weeks before we moved in to notify you of the move, and when we called we were told that there was a suitable connection and glasvezel.

When we arrived at our new house on the 1st of March, we were quickly shown that the person over the phone had no idea what he was talking about. Upon inspecting the house the existing internet cable in the apartment did not fit on my new modem.This was the 1st of multiple  incredible disappointments that have accumulated in the past 2 months.

We had to call the 2nd time to notify you of this issue and 2 weeks later a technician came completely unprepared, he didn’t have the right cable and he left 20min after because he could not reach his own manager by phone and he did not know what to do  Meanwhile we found a connection downstairs in the hall of our building which is a level below our apartment, where we were able to put or modem. However, this is so far away from our apartment that we currently only have a small fraction of the internet FOR WHICH WE ARE PAYING FULL PRICE  in our living room. 

After that nobody followed up with our issue, no call or email to notify us that somebody else was going to come to fix the problem.

We got tired of waiting and my husband called you to see why nobody was following up with us and when we were going to get glasvezel in our house.

This was the beginning of a series of calls where nobody from  your costumer service was able to fix our problem. 

In the first call we talked with your KPN customer service agent  who gave us another number to call your glasvezel provider, she explained to us that she could not help us because you have a contract with this third party that connects the glasvezel. It was already incredible, that WE had to follow up with this third party  and not your customer service Agent.

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When we called this third party that installs glasvezel, the costumer service was completely awful. My partner had to explain several times and spoke with 3 different people about the connection of the glasvezel and nobody could understand the problem. He would say, “ I am calling because we are still awaiting for a technician to come and install the glasvezel” and the lady would responde “but you do not have glasvezel” , and my partner would say yes, that is exactly what I am calling you for. But the lady could not understand that we needed this to be installed. We thought that her English was not good enough so that’s why she was unable to understand us. 

We were kind enough to let them know that we do not speak dutch first, and If you are a costumer service that does not have good English then, we would not mind being connected to another agent. But that didn’t happen. And after wasting 30min, nothing was solved.

We called again, and this time, we talked with 2 different agents, both did not  know how to help us. Which we found unbelievable, since we were given this number by KPN to resolve the issue with the non-existent glasvezel connection. And he said to us that he was going to get somebody else to call us back later that day, but nobody called us back. We spoke to them about how we need a cable that would fit to our apartment at least so we can have the router or modem INSIDE of our apartment and not below our apartment.

We waited for 3 days, and then called again to the same number, and this agent who answered us, told us that for the mean time she had sent a notification to the department that does the glasvezel connection and that we would get a letter when the technician was supposed to come. She apologised for all the trouble we were going through since she saw that the other agents we spoke in the past left notes in our profile but did nothing to follow up with our issue. We were told 2 times that a longer cable will be sent to our address.

We explained to her that at the moment we only have access to the internet in our living room.

She said that she was able to send us a larger cable, so we could install our modem in our apartment by ourselves, and we said that the cable should arrive in a few days.

A week and a half went by and we did not receive any cable. Therefore once again we had to call your customer service.  This time we explained that we were still expecting a cable to arrive and the agent told us that unfortunately the agent that helped us last time did not make the arrangement correctly and that’s why we did not get anything yet.

This was unbelievable! We moved in our house on the 1st of March and when we had this call was already 18th of April, with no proper internet usage in our house. Still, paying full price. And having to follow up with your customer service instead of YOU helping us resolve our problem.

The agent said apologise once again and told us that he was going to send us another cable.

We did receive the cable a few days later, BUT it was not the correct cable. So we are still only able to use internet in our living room. 

We feel helpless, it does not matter how many times we call and explain our situation, nobody knows how to help us! What are we supposed to do now?

We find it incredible as well that you only give the option to send you a letter because you do not have a customer service email. This is extremely ineffective.

We wonder when we are going to receive a reply from you, if we even are going to get one. 

We receive a week ago that a technician is going to come to install the glasvezel connection on the 7th of May. Do you find this acceptable? We moved in on the 1st of March. We have to wait almost 3 moths to get a proper internet connection.

We look forward to you reply, 

Rocío González Batallánez and & Žan Jović