KPN welkomstcadeau Nintendo Switch 2 ontbreekt na overstap naar glasvezel

Hi,

Unfortunately, I am currently abroad and do not wish to make lengthy phone calls with KPN due to cost.
Therefore, I am trying to reach out from this forum.

I have a problem with my welcome gift. I had several back-and-forth calls with the customer service but unfortunately, it has not been solved yet. I would like to explain my situation in short:

I have initially applied for KPN internet only subscription on March 9th and I selected a Nintendo Switch 2 as welcome gift. Later we found out that I still have to wait for my Ziggo subscription until July 23th and then I can switch to KPN. During this time, fiber optic installation was ongoing in my street and therefore, I got a normal(copper) connection package. There was some complications during this time and eventually, customer service suggested me to cancel my previous subscription and apply for a new one with fiber optic connection. I also asked for confirmation about my welcome gift and after lengthy internal discussions, I got a verification that it is my right to keep the same welcome gift. When I call the regular number for customer service, I have to explain this situation and eventually, they also see it in their systems that I have the right for this gift but when I call the company who sends out the gifts, they tell me that there is no gift as it was only on the initial package. I got multiple confirmations from the KPN customer team when I call them from (number: 0800 0402) but when I called the company for the gifts(number: 088 623 7006), they cannot see the welcome gift under my name.

I do not know how internal communcations are done within KPN but I beleive there is some miscommunication.

If you can guide me on solving this issue, I would very much appreciate it. Thank you in advance.

Kind regards,