I changed from my TV&Internet to KPN, and choose the medium pack. Because I am a new customer have a discount for 6 months.
When installed last Friday 19/09, understood that this package does not satisfy me and went to the shop Saturday to upgrade the internet however had to choose for an addition to the pack.
I understand now that I should have chosen the higher pack. In the simulation , reducing the speed to the normal (as this higher pack already has the desired velocity), and with the price difference I still will pay a little more, but would satisfy me.
Just spoke with customer service and was told that this upgrade is not possible as I have a 6 month discount. So the option is to be during 6 months very dissatisfied with the service wrongly chosen. Only after that I can change...
Is this the best KPN can do for a new customer ? Is this the right customer experience you want to transmit?
Reputatie 7
+28
Hi @JCruz , I'm sorry to hear this. Unfortunately a discount is indeed linked to a specific package. Changing that package within the discount period voids that discount.
However, it is always possible to upgrade the speed. We offer 'speed bundles' (for lack of a better word) that can be combined with every package. See Sneller Internet: verhoog je internetsnelheid bij jou thuis | KPN for more information (the section titled "Razendsnel = razendsnel"). It does not matter what the speed of the base package is. You can change or remove a speed bundle monthly.
I'm glad to help you with this. Could you update your profile with your address and client number?
However, it is always possible to upgrade the speed. We offer 'speed bundles' (for lack of a better word) that can be combined with every package. See Sneller Internet: verhoog je internetsnelheid bij jou thuis | KPN for more information (the section titled "Razendsnel = razendsnel"). It does not matter what the speed of the base package is. You can change or remove a speed bundle monthly.
I'm glad to help you with this. Could you update your profile with your address and client number?
Reputatie 7
+28
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