New iPhone18 delivery appointment cancelled

Hi ​@K.Molina that's most unfortunate and frustrating. I'm sorry our logistics partner did not provide a clear reason for the cancelation. Did they at least provide you with the opportunity to make a new appointment? 

Hello,

I am absolutely furious about this delivery service. This is honestly one of the worst delivery experiences I have ever had.

I was waiting for my new iPhone to be delivered last week, on 30 September. At the very last minute, I received a notification saying that the delivery had been cancelled and that I had to reschedule it. No proper explanation, nothing. I had simply wasted my time waiting for a delivery that was cancelled at the last minute.

I then contacted KPN and was told that I had to arrange a new appointment, which I did for today.

And guess what? The exact same bullshit happened again.

I was literally sitting at home waiting for my phone. I was constantly checking my phone because I already knew that the driver would probably give me almost no time to answer. Then I received a call from the delivery driver and THEY HUNG UP AFTER ONE SECOND. Literally one second. They did not even give me a chance to answer the phone.

I immediately ran downstairs because I knew they were probably already at the building. But by the time I got downstairs, the driver was already gone.

Then I received a message saying that they were unable to deliver because they could not reach me.

ARE YOU SERIOUS?

I WAS AT HOME WAITING FOR THEM.

They didn't even properly use the intercom. Instead, they apparently just took a picture of the entrance as "proof" that they were there. What exactly is that supposed to prove? That the building exists?

On top of that, the number they called from was hidden/private, so obviously I could not call them back. So they make one-second calls, disappear immediately, don't properly ring the intercom, leave, and then blame the customer for not being available.

This is completely unacceptable and extremely unprofessional.

I have already had to rearrange this delivery once, and now I have wasted another day waiting for a delivery that was not even properly attempted.

I want this investigated and I want my iPhone delivered as soon as possible. I also want an explanation as to why your delivery company considers a one-second phone call and a picture of the building entrance to be a proper delivery attempt.

I am extremely disappointed with this service.

This is really taking a dramatic turn, and I completely understand why you're even more frustrated now. It already went wrong once, and then for it to go even worse during the second delivery attempt is incredibly unfortunate.

I'm also afraid that the order may have been cancelled by now. Normally, after two failed delivery attempts, the logistics partner cancels the order. So that's another complication on top of everything else. Could you check this in your Mijn Bestelling-environment?

Because this situation is particularly unpleasant, I'd like to see whether there's anything we can do to help. That could mean contacting the logistics partner on your behalf or seeing if there's anything we can do regarding the delivery process. Could you please update your profile with a few details (last name, postal code, house number, and date of birth)? Then I'll investigate this further.

If your order has indeed been cancelled, could you also place a new order right away? And please include the new order number in the Personal Notes/Persoonlijke opmerkingen section of your profile. That way, I'll have it readily available as well.

Thank you, and I'll do my best to look into this for you.

Hi

This is insane… the order was indeed cancelled. According to the order status, the phone will be returned to KPN and I need to contact you to arrange a new delivery.

I have already updated my profile as requested, but I do not understand how I am supposed to create a new order for the phone. When you mention creating a new order, do you mean that I need to purchase the iPhone again?

I do not see any option in my order status that allows me to resubmit the order.

Could you please assist me with this or arrange the new delivery on your side?

I looked at the package tracking and I dont see an explicit reason why it went back other than a picture of presumably your door. I have no further information on why the delivery service returned the phone.

There is no way to cancel the return and the only way to get a new phone is by awaiting the cancellation and ordering again

Thomas,

I need a solution here!!!!! You clearly didn't take the time to read my message, because you didn't answer my question. I asked how I'm supposed to place a new order, and whether that means buying the iPhone again. I also said I don't see any option in my order status to resubmit it. You answered none of that.

I need my phone now. So tell me straight: when exactly will I receive it?

If I have to place the order myself, tell me today how to do it, step by step. If KPN does it, tell me what you need from me and why it hasn't been done already.

I also want a delivery with a fixed time window or to a pick-up point, not the same carrier with the same driver behavior. I already lost two days waiting for deliveries that were never properly attempted

My order was already cancelled from your side!!!!! So what I am supposed to do now?

I completely understand your frustration ​@K.Molina , and you are right that your questions were not properly answered in my previous response. I’m sorry about that.

We have now checked internally to see what we can still do to help you and what the correct next step is. I understand that you need your phone as soon as possible, especially after already waiting two days for deliveries that were not properly attempted.

We are looking into whether KPN needs to arrange a new order for you or whether you need to place one yourself, and whether we can offer a different delivery option. We will get back to you as soon as possible with hopefully a clear answer on this matter

We have been in contact with the relevant teams and would like to discuss the options available to you ​@K.Molina. Could you please take a look at your private messages?

I look forward to hearing from you.

Hello,

I called KPN regarding this issue and was told that I need to start from zero again and that I will receive a refund within two weeks.

I asked if I would receive any priority, as I have been in the queue since launch day, but I was told that I need to order again and wait again. Honestly, this makes no sense. What happened to the "first come, first served" principle? I have already been waiting for one month, and now I need to pay again while KPN still has my money.

I do not understand why a new delivery cannot simply be arranged. The failed delivery was not my fault but the delivery company's fault, so I expected the order to be rescheduled instead of having to restart the whole process.

I have also seen many complaints about AMP regarding the same issue. I have to say that this is fully KPN's fault because you are aware of the poor service they are providing and are still using them. I have seen complaints from years ago, which means the root cause has been there for a long time. Where are the corrective actions? If you want to improve your service, you need to start doing something about it.

Additionally, I checked the messages section on my phone and I cannot see any message related to the delivery or any message sent by you.

I would like to order again, but I do not think it is fair to wait another 3-4 weeks. Since I placed my order on launch day and have already waited for a month, I believe my case should receive priority. Could you please let me know?

Unfortunately, it is true that the order has to be restarted from scratch. Due to two failed delivery attempts, the previous order was cancelled. This is part of the standard procedure for mobile device orders, and we are unable to make exceptions to that process.

I also checked whether it would be possible to give your new order priority, but unfortunately that is not an option. As things stand, if you would like to take out your KPN subscription with a device, a new order and payment will need to be placed. You would then re-enter the queue just like any other customer. And I expect the refund for the cancelled order to be processed sometime early next week.

Because we do understand that KPN bears responsibility in this situation as well, and given everything that has happened throughout this process, I looked into an alternative solution. I have shared the details with you in a private message on this platform. You should also have received an email notification about it. You can check your private messages through this link: https://community.kpn.com/inbox/overview.

Could you please respond via private message and let me know whether you consider this an acceptable offer?