Klacht: undeliverable disappointment and breach of customer-provider trust

op 09 maart 2019 over Tele2 in de categorie Alles-in-1

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Mijn Klacht:

My experience with your team today was beyond dissatisfactory.

I was on the phone with 3 different agents for at least 1h and we still know nothing, or are any step closer to any solution.

I want to share some introduction so you can see the full story and maybe you can help me somehow.

-my mobile contract was expired, and I wanted to review it and get the new samsung galaxy s10.
-I did my research, was in the store to test it, chose the green colour, and placed a pre-order with you online.
-I was exited to get the phone delivered to my home address, together with the samsung buds (which were coming complimentary in the pre-order stage)
-Today, the delivery was suppose to happen and I was even more excited.
-The delivery guy came, and it turned out that the contract details for the order had my maiden name on it, while my new drivers license had my married name on it (I got married couple of months ago).
-The delivery guy said he cant complete the order and left.
-I called customer service immediately and my details were changed, but also I found out that the order was canceled.
-wow?!?! Imagine the power a delivery guy (working for a third party company) has; canceling a product that I (the consumer) agreed to get from tele2 (the service provider).
-where is this normal???
-After this I called again and in the labyrinth of discussions with service reps, I learned that now I need to create a new order, for which I again need to wait, and all my preorder benefits will be removed.

What I need?
1) I need to speak with someone that can help me and tell me what can be done. I don’t want to waste any time talking with random reps, going in circles, not achieving anything again. I expect a call from a supervisor or a senior customer representative that can help me on the spot.
2) I want to have all the benefits of the pre-order.
3) I want to really understand how it is possible that a delivery guy (from a 3rd party company) can cancel my order. I really hope this 3rd point also have some real ramifications on him.
He and his behaviour destroyed my excitement completely and I really got disappointed also by the service the call agents offered. None of them wanted to find a solution and tell me what they can do to fix my problem, but constantly telling me, what they can’t do and what is not possible. I have never experienced such a service from anyone, and I have had much better customer support for free services from other service providers.
With you, I have been a loyal customer for so many years, and I expected much better support.
At this moment, after the calls, I feel extremely drained and really thinking about walking away from you, as a customer, forever.
I do hope this is taken seriously and I get the expected result.

Gewenste Oplossing:

1) I need to speak with someone that can help me and tell me what can be done. I don’t want to waste any time talking with random reps, going in circles, not achieving anything again. I expect a call from a supervisor or a senior customer representative that can help me on the spot.
2) I want to have all the benefits of the pre-order.
3) I want to really understand how it is possible that a delivery guy (from a 3rd party company) can cancel my order. I really hope this 3rd point also have some real ramifications on him.

Bericht van Robin van Klacht.nl

8 maanden geleden - Ik heb een bericht op Twitter geplaatst over deze klacht over Tele2

Bericht van Robin van Klacht.nl

8 maanden geleden - Ik heb een bericht op Twitter geplaatst dat deze klacht over Tele2 nog niet in behandeling is genomen.

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