I have been using another internet service provider for the last 6 years, and switched to KPN as I have recently moved to a new place. As the house had fiber connection already established, I took a wrong decision of subscribing to KPN. When I called them they promised few things as indicated below :
- Connection will be established in few days
- Mechanic is not a must, and I didn’t opt for the Mechanic
- All the devices will be delivered in few days, and you can simply connect to activate.
But, the situation got worst right after subscribing :
- KPN kept on sending me SMS messages asking me to register for mechanic
- Device didn’t arrive until I called them, when I called them, they mentioned that there was a mistake, hence the devices were not shipped. Finally, they said it will be shipped in a day, and the connection will be established, and suggested me to call for a mechanic just to be on safer side. She also mentioned that the connection has been already established, as soon as the devices are collected, I can get the connection established. If there is a problem, then you can make use of Mechanic’s visit, else you can simply cancel the mechanic’s visit.
- Based on this feedback, I had made an appointment for a Mechanic to come on 8th May
- Without any indication, they changed the date to 11th by themselves
Finally
- Devices came through
- When I tried to establish the connection, it was showing red.
- Then called customer care, they tried everything and finally said “ You need to wait for mechanic to come, and the connection cannot be established until the date of Mechanic’s visit.”
- I got a call yesterday saying the Mechanic is not available, and they can make it only on 12th.
I am currently spending 20 Euros per day to get the internet connection through my Mobile Data hotspot.
So, with this, I can only conclude that there is no process or framework that KPN has to support their customers. I would rather ask for a disconnection instead of going through such hurdles which I never had in the last 6 years.
I would never recommend anyone to go with KPN . I hope someone take this up seriously and make some steps towards better customer experience.
Thanks
Prakash