I’m without a phone for days because of some employee’s mistake. I would like to share my struggle with the Customer Service offered so far.
June 14, Friday: I lost my phone, so I blocked my phone number which is from KPN.
June 15, Saturday: I went to KPN store to buy a phone linking to with my current phone number. The person in the store tried to do it for me but I had an issue with ID and he recommended me to try again online. I tried online and I ordered the phone.
June 16, Sunday: I received the phone and the new sim but I realized the sim doesn’t match with my number, they gave me another number. I contacted KPN via web chat. The representative asked me to call Phone Number Transfer Department because they did my process like I am transferring from another operator to KPN. However this department is closed on Sunday so he recommended me to call them on Monday (June 17).
June 17, Monday: I called Phone Number Transfer Department and they realized the mistake. She asked me to call KPN Call Center because she cannot do anything about that. I called the call center, she asked me to cancel my order (the one on June 15th) and order a new SIM card first and after activating it, order a new phone.
June 18, Tuesday: My new SIM card arrived. I activated online. I contacted to Customer Service via web chat. First she realized my order is not cancelled. Then she transferred me to someone else to cancel my order (the one on June 15th). The new represantative cancelled. I also asked to see the process for the new phone order. He said there is no order. For new order he asked me to pay ONE MORE TIME for the phone. If I would have that much money in one go, I would go to Apple and buy from there. All this process is so messy and does not make sense. So now, there is my SIM card and an iPhone which I need to return to KPN.
I feel like the simplest way of solving is cancelling the purchase, contract and get my phone back. Can someone come with a final solution please?
Reputatie 7
+28
Hi Derya, welcome here! I'm very sorry to read how all this went down. Losing your phone is bad enough on it's own, the way this has been handled is very disappointing. Everything should have been in order on the 16th.
I'll gladly look into this and hopefully provide a better solution. First I'd like to find out exactly what orders are still active, what my colleagues recommended and then I'll find the best course of action. Could you update your forum profile with your address details (zip code, home number) and phone number/customer number? All fields with 'privé' are only visible to you and us. Could you leave a reply here after updating your profile?
I'll gladly look into this and hopefully provide a better solution. First I'd like to find out exactly what orders are still active, what my colleagues recommended and then I'll find the best course of action. Could you update your forum profile with your address details (zip code, home number) and phone number/customer number? All fields with 'privé' are only visible to you and us. Could you leave a reply here after updating your profile?
Done but for obvious reasons, I'm not reachable by phone.
Reputatie 7
+28
Thanks. I've explained the situation to a specialist to find out if we have any alternative options.
At this moment the order with the wrong phone number has been cancelled. You're expected to send the iPhone back. When our warehouse receives the phone you will get a refund within (max) 14 days. Since you don't have a working phone right now I realise this is not an ideal solution. Paying twice for an iPhone really isn't either, even if you will receive the refund at a later moment.
At first glance the options aren't great. The best solution would be if we could use the iPhone you have now with your new (working) simcard. Our systems aren't really prepared for that, which is why I've contacted our specialist.
An alternative, at least to be able to make/receive calls, is to buy a cheap simlock free phone while you wait for the refund. When that's processed we can create a new order with an iPhone again. Not a great option either, but a possibility.
I have a few outstanding questions for our specialist. Firstly if there's a better option than sending the phone back and waiting for the refund. Secondly if a refund actually takes two weeks and if there's a way to speed up that process. Lastly I haven't been able to figure out if the wrong phone number was a problem on our end. That definitely should not have happened and caused a lot of problems. I will get back to you when I know more.
At this moment the order with the wrong phone number has been cancelled. You're expected to send the iPhone back. When our warehouse receives the phone you will get a refund within (max) 14 days. Since you don't have a working phone right now I realise this is not an ideal solution. Paying twice for an iPhone really isn't either, even if you will receive the refund at a later moment.
At first glance the options aren't great. The best solution would be if we could use the iPhone you have now with your new (working) simcard. Our systems aren't really prepared for that, which is why I've contacted our specialist.
An alternative, at least to be able to make/receive calls, is to buy a cheap simlock free phone while you wait for the refund. When that's processed we can create a new order with an iPhone again. Not a great option either, but a possibility.
I have a few outstanding questions for our specialist. Firstly if there's a better option than sending the phone back and waiting for the refund. Secondly if a refund actually takes two weeks and if there's a way to speed up that process. Lastly I haven't been able to figure out if the wrong phone number was a problem on our end. That definitely should not have happened and caused a lot of problems. I will get back to you when I know more.
Apparently I'm stuck, you see how all options available are terrible. I've paid a good amount of money on the new phone and I can't get a new phone and also I can't get my money back immediately. One question, if I cancel everything and asking a refund it is going to take the same 14 days to get my money back? I regret so much for doing it with KPN, what terrible experience.
Reputatie 7
+28
Do you mean terminating your entire subscription? While that is possible, since the prolongation has been cancelled, unfortunately it does not speed up the time it takes to process the refund. The refund will only commence once we've received the phone back.
To my regret I have not heard back from our specialist yet. I think our best course of action is the alternative mentioned above. Instead of buying a cheap simlockfree phone, maybe it's possible to borrow an old/extra phone for a small period of time. I realise this is not a perfect solution at all. When I do receive a reply I will let you know immediately. I do think it's best to start the refund process as soon as possible. Even if you decide to go with another provider, which I fully understand.
To my regret I have not heard back from our specialist yet. I think our best course of action is the alternative mentioned above. Instead of buying a cheap simlockfree phone, maybe it's possible to borrow an old/extra phone for a small period of time. I realise this is not a perfect solution at all. When I do receive a reply I will let you know immediately. I do think it's best to start the refund process as soon as possible. Even if you decide to go with another provider, which I fully understand.
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