KPN made several errors in connecting my Internet and television services, including getting my name, bank account #, telephone # and apartment number wrong. I know this was not due to the customer service agent I spoke to initially, because he repeated everything he had written down, both in English and Dutch, and I confirmed it was correct. In fact, after the initial conversation I was quite happy with the level of service and attention to detail.
The next week I received a letter from KPN, sent to my neighbors address, wherein I recognized all the errors, including the wrong apartment number. So I went online to try to resolve the issues, but got errors messages each time I tried. So I went to the KPN store near Dam Square and explained the situation, highlighting the fact that the bank account # and apartment number were both wrong. "Don't worry, it will all get sorted out. Just make the changes online when the equipment arrives. Don't worry, " was the employee's response.
Several weeks later I finally received the equipment. I hooked it up and, of course, it didn't work. So I called them, got to the right person after about an hour on the phone, and that person determined that they had, indeed hooked up services to the wrong apartment. So he transferred me to someone else, which really meant he hung up on me. So I called again, and waited, and got to someone, and was hung up on during a transfer. Then I did the whole thing all over again, and was hung up on.
Finally, I got to someone who knew what they were doing, but his hands were tied, he said, due to the fact that my account hadn't gotten all the way through their administrative system yet. And after that was completed, it would take 4 weeks to fix their mistake.
Needless to say, I did not accept that answer. After about 45 minutes on the phone with him, he filed a complaint and told me someone would be in contact by the following Tuesday. "Tuesday?" I asked? "This coming Tuesday, the day after Monday?" "Yes, " he responded, "and I am very sorry for this mistake. We will try to resolve this and you will receive a call on Tuesday to discuss further."
Tuesday came. Tuesday went without a call.
Wednesday came. Wednesday went without a call.
Thursday came. Thursday went without a call. Thursday evening I called them. Got through to someone after waiting on hold for 15 minutes, was transferred, and hung up on. I tried again, and got through to the right department. No action had been taken. The customer service agent's response, after I explained for the 15th time the problem: "Perhaps your neighbor will allow you to hook up the box in their house and you can run a wire to your house."
Needless to say, I did not accept that answer. After about 20 minutes of this guy offering absolutely no solution other than me having to wait for an additional 3 to 4 weeks, I asked him to cancel everything and I was going to UPC. His response: "So now you are punishing me?" I nearly lost control at this point.
He transferred me to yet another agent to cancel the order, who promptly told me she could not help me at the moment but she will call me back in about an hour. She didn't call back. I called back after 3 hours, canceled the order, and am now waiting for a confirmation letter (which will be sent to my neighbor).
I then called UPC and will have the same services for the same price in 8 to 10 business days.
KPN is simply an inferior company. I will never do business with them again. Every single person I spoke to was either wrong, did the wrong thing, or simply told me they couldn't do anything. Why would I pay money to a company that is literally unable to do anything?