Opgelost door Online.nl: Online.nl not providing what they offer and huge delays without solutions

Status
happy Opgelost
Klachtnummer
# 182022
Gebruiker
Artur
Datum
9 reacties

Details

De klacht

I have ordered about 5 weeks ago the Interactieve Televisie with Online.nl and still did not receive it. The customer service sent me an email that it should have been activated on 11/08/16 and today, 22/08/16, I still got nothing. Also, my Internet speed should have been upgraded from 10 Mb/s to 30 Mb/s and still did not get anything. I called their customer service more than 5 times who promised to fix this within 3-5 days and it is 10 days delay and nothing was fixed. I believe that I have been patient enough but I have to cancel my contract with Online.nl (which I guess will be another problem) if they do not fix the problem immediately or get a compensation, because they do not provide what they offer.

De oplossing

Fix the problem immediately and pay compensation for delays or cancel the contract immediately if the problem cannot be fixed

9 reacties

  1. Auteur
    Online.nl
    Datum
    Dear Artur,

    We received your message. We are sorry to hear that we didn't provide you with the correct service to solve your problem. We will call you as soon as possible to discuss a solution.

    With kind regards,

    Anna, Online.nl
  2. Auteur
    Artur
    Datum
    Dear Anna, you colleagues from customer service have been telling me for 2 weeks that they are already trying to find a solution. While I am waiting for your call, I would like to direct your attention to the only 2 solutions that I have suggested above and find suitable in this case: "Fix the problem Immediately or cancel the contract if the problem cannot be fixed". There's not need to delay this for another month if you already know that you cannot fix this kind of problems. Regards, Artur
  3. Auteur
    Artur
    Datum
    Dear Anna,
    Is there any update on my situation? It is already 25 August and I still did not receive any phone call or message from your customer service. 3 days without any contact does not sound to me like "we will contact you as soon as possible".
    Regards,
    Artur
  4. Auteur
    Online.nl
    Datum
    Dear Artur,

    I have sent you an e-mail concerning your complaint.
    As stated in the e-mail, I will get back to you as soon as I know more.

    Kind regards,
    Raoul, Online.nl
  5. Auteur
    Artur
    Datum
    Dear Raoul,
    Thank you for your email. I am very surprised to hear this time that my order is stuck in the administrative process for almost a month!
    I have also responded to your email and as stated in the email I hope the fact that you have escalated the status of my problem will help solving it this time and AS SOON AS POSSIBLE.
    Please, keep me updated.
    Thank you.
    Regards,
    Artur
  6. Auteur
    Online.nl
    Datum
    Dear Artur,

    I have sent you an e-mail again.
    The TV tuner has been dispatched and will be delivered today.
    I hope to get your feedback on whether it is working or not.

    Kind regards,
    Raoul, Online.nl
  7. Auteur
    Artur
    Datum
    Dear Raoul,
    The Internet speed is indeed upgraded from 10 to 30 Mb/s. I have also received today the TV equipment and tried to install it, but unfortunately there is a problem. Everything is connected but when it arrives to the last step with the 4 bubbles it stops at the first one and does not continue to load so that I can watch the TV.
    Please advise on the next steps and report this issue to your superiors. Hope this will be solved quickly.
    Waiting for your updates.
    Regards,
    Artur
  8. Auteur
    Artur
    Datum
    Dear Raoul,
    My Interactive TV is still not working, even though your colleagues sent me 3 emails on 7 September that it is now activated. Could you please update me on the status of the works that are being done and if necessary please schedule an appointment so that one of your technicians can visit me to check and fix the TV connection. I hope this will not take another month.
    Best regards,
    Artur
  9. Auteur
    Artur
    Datum
    The problem has been finally solved.

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Status
opgelost
Beoordeling
happy