Mijn Klacht:

Comments published to the XS4ALL facebook page:

Stephen Atkinson I’m massively disappointed with the quality of XS4all’s installation and even more disappointed with its appalling ‘customer service’ function. It is now 12 days since the committed installation date of October 21 and still no TV signal. My previous connection with UPC was switched off last week according to XS4all’s own transfer arrangements and I have had no TV at all since then. I have tried to cancel the XS4all installation completely as I am so disillusioned with this company, but its legal function just tells me I am now contracted to them for one year, even though they are incapable of actually providing the TV service. Anyone considering switching to XS4all should seriously think again. The only XS I have experienced is XS incompetence.

Like · Reply · Yesterday at 22:22
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XS4ALL Hey Stephen, I’ve just replied to your private message. There appears to be a problem between us and our television supplier and we’re working hard to resolve this. However the codes needed to activate your television service are now available and can be found in our Service Centre. –Bart

Like · Reply · 13 hrs
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Stephen Atkinson Hey XS4ALL – While you have told me I can download your missing codes and activate my TV subscription, it’s a shame you didn’t also arrange for your installation engineer to come back to complete the installation and ensure it was properly working.
Your public response on Facebook gives the impression that everything is now more or less ok, but this is absolutely not the case, as you confirmed in your private response to me: “The bad news however is that there’s still a problem and not all the “packages” are activated. You won’t be able to use the recording function and you won’t have access to the Sport1 channels.”
I regret that while my last email to your customer service desk of some ten days ago went unanswered and telephone calls met with no meaningful response, it is only when I post my complaint on your public Facebook site that XS4all feels encouraged to try to resolve the situation. Genuine customer service should be volunteered and not need to be forced out of you.
At some point I would expect XS4all to provide some form of compensation not just for the poor service provided to date but also for all the vast amount of time I have had to spend in sending emails and in long conversations with your customer service desk, and technical and legal departments to hear the very many ways in which you were completely unable to deliver on your commitments.

Like · Reply · 3 hrs
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Stephen Atkinson This is beyond a joke, XS4ALL. Having downloaded the pincode from your service center, a message appears saying it is incorrect. Can you get nothing right? In the meantime another day goes by without a TV service. You committed to implementing this installation on October 21 – which is now 12 days ago. When are you going to take some effective action?

Gewenste Oplossing:

When XS4ALL addresses all the issues, agrees not to charge for the days when the service was not delivered, and provides compensation for the extensive time I have wasted on speaking to their customer services, technical and legal departments, and sending many emails.