Mijn Klacht:

On or about 23 December our broadband modem stopped functioning. I was more than 90minutes on a call with a service representative that put me a a long hold more than 5 times. Refused to allow me to sepeak with a supervisor, and could only offer to send a Monteur o 6 January with a new modem.
When asked if I could go to my local Ziggo store she said that definitely was NOT an option. I mentioned that I had an old Ziggo modem given to me by my neighbor. She said that might be worth a try. She said good evening hand hug the phone up. All of my calling minutes had been depleted.
The next morning I tried connecting the older modem. I received a Authentication log-on screen in my web browser. I had neither. My spouse then called you customer service one more time. This time being transferred from one party to the next those calling minutes were used up in around 45 min s with no result or solution.

I then found a chat window on your website. The service person really tried to help. She asked me why I just did not go to the Ziggo Store for a new modem. I explained that I was previously told that was not an option. She suggested that I do just that because the other modem was too old to register on your system.

I went to you shop in City Center Utrecht. It took about an hour as the sales operosn had to check the old modem and make sure it was no longer functional. Once convinced he gave me a new modem.

I went home an hooked this modem up. I could not locate that chat window. Being now Christmas Eve with no calling minutes I went to your Facebook Page and posted to you page and sent that post in a FB message. It took about 20 minutes to get a response. And that support person said what a horror story. Let me try to help you. After about 20 minutes trying register the modem on your system. I received a message that there was a 24- 48 hour block on the old modem that I previously installed.
Christmas without telephone or Internet. He replied that he would check every hour I also checked every hour using Facebook messaging. With involved carrying my laptop down to my neighbor beneath me to us their wifi.
Chrostmas afternoon on or about 2:30 pm [ see chat record attached] I received another chat message from another support tech. telling me now that nothing could be done before Monday.

On Monday the service was finally restored. I was offered €25 as compensation. €25 euro done not even cover the cost of my lost bell minutes let alone the inconvenience of being left for 5 day through the Christmas holiday. I bought 2 small bouquets for my neighbors. One for the neighbor below for having me going in and out of their house for 5 days though Christmas to use their internet. The other for my next door neighbor who put up with me all through the holidays allowing me to use their phone. That was another €25 out of the pocket.

I asked for 2 months of free service in exchange. Your agent told me that was ridiculous and she would not give me that much. I ask her to make me an offer but not to insult me. She would not give me an consideration. I feel like under the circumstances I have been treated like less tha dirt and on Christmas!
This will be forwarded to both e The Netherlands and European Union Department of Consumer affairs. That means lot of paper work and investigations. In the end you loose me as a good paying customer.
I hope someone has some decency aqt your organization and can be fare and settle this accordingly!
Sincerely yours,

Bruce Schwartz
Marco v.d. kuijl

Gewenste Oplossing:

When I receive a reasonable apology and reimbursement for my out of pockets expenses.