Telenet Belgium has disappointing client service
Telenet Belgium is a major telecommunication provider in the country. Their services are quite pricy, but I never had to deal with their customer service until recently. So this is the first time, where they could have stood up to their promises, but they failed. They offered me a promotional deal for a device after I upgraded my service. The promotion was time-limited and only for clients. I ordered the device quickly and paid for it. Now after more than 3 weeks, I did not hear back from them and nothing was delivered yet, nor did they contact me for the delivery as they promised. 2 weeks after the payment, I sent them an e-mail through their own web portal to inquire the status of the order. They did not write back. But instead, 2 days after I inquired info, they called me shortly on my cell phone, which I was unable to answer at the time. The time of the call was 7:58 pm, just 2 minutes before close of their daily business. No message was left and it was not clear to me at first who called. A few minutes later I got a no-reply email to call them back, which I did, but of course they were not available since not in business anymore after 8 pm. Well…..what trick taktics are that? Call me, and then close daily business thereafter…The no reply email also amgered me, since they did not elaborate on my requiry that I made in the client web portal. And I needed to fill out a lot of inforamtion. It is clear to me that I have to repeat all this info once Inhave to call back. And the no-reply answer just ignored my actual question. Why do they offer a correspondence by web, when they force you to call back anyway? Since they also never called back a second time, is my open inquiry now being tagged closed? My problem of not getting an already paid device is still open, so where is the customer service, who cares of it?
This is my first client issue, but already enough to show me how bad the client service is if you need help. How can one trust such a company?