Extremely rude store customer service, English landline never works
3 years ago
I am trying to get a business internet contract and I went to the store in Berlin to ask the customer service representatives if they could helm me with my options (I have been trying to contact customer service English hotline for 6 months unsuccessfully). As soon as I entered the store I felt like I shouldn't be there. The representative was very rude and it felt like I am asking him to help me move a couch up the stairs for free just because I asked if I could get/change my current contract to a business account. Then within a moment his colleague came up and they started being rude together (there was not a single customer in the store). I was trying to explain my situation and they were interrupting me and making little smug laughing sounds between each other or heavy breaths to express their annoyance after each question and throwing sarcastic comments. Then after a few minutes they said they don't provide these kind of services in the store... I told them I had all of these services setup in a store just like this and they told me "WELL WHY DON'T YOU GO TO THAT STORE THEN."... I mean that is the most rude and unprofessional thing I have ever heard. As I was walking out I said "You guys have been very helpful" in a sarcastic way and they said in German "Maybe you should learn German before you complain" and laughed together.
My wife and I were literally bullied out of the store. This has been the most extreme and racist situation I have ever encountered. We felt completely disrespected and helpless after paying at least 200 euros a month for nearly 3 years with Telekom and just trying to get a new service signed up. More than anything this was right in the center of Berlin where I assume most people coming in are tourists or foreigners (Friedrichstr, Unter den Linden 155, 10117 Berlin) We are a young couple working with advertising and media production so we know what we are talking and exactly what product we need. It wasn't like we came in talking nonsense for hours making no sense.
Telekom team can you PLEASE please please give us some contact who could provide us with customer service in English?
Could you please please
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2 years ago
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3 years ago
Wow, what a mess. I'll highlight this thread to the support team (I'm only a regular user in this community), they will likely be able to serve you better than that store did.
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3 years ago
Hey there @Justinas Milius Miliausk ,
first of all I have to apologize for the delayed call.
But nontheless I just tried to call you on the mobilenumber I found in your profile.
Since I couldn't reach you, I'll try again in an hour.
Best regards,
Louisa G.
Answer
from
3 years ago
Hey Louisa,
Thank you very much for calling me. I saw the missed call but I was on hold with Telekom for 47minutes just now so I didn't want to hang up. I contacted someone via WhatsApp and they gave me a phone number to contact your business service English support. After calling the number since 9am today I finally reached someone who spoke English by around 10:45am (after 3 customer representatives answered the phone and told me they will transfer me to English speaking customer service, and about 30min wait time between each transfer.) The colleague who finally spoke English was very friendly and quickly understood and helped me to switch my private 5G Speedbox contract to a Business Contract and told me he will send me all login, contract, and usage information in the next 20 minutes. I did receive the "contract information" from automated email but never got the information about my new account number and login details for Business Account. The last 2 hours I have been trying to call Telekom again and its been the same story of being transferred from one person to the next for hours until someone told me that my contract has been successfully changed into a business contract and then they transferred me to 2 other people to help me with the business account setup and finally after 47 minutes on hold the last person just hung up on me...
Answer
from
3 years ago
Hi there @Justinas Milius Miliausk,
thank you a lot for your patience.
Finally I do have the requested information for you.
As you already told me, the adjustment of your contract is done.
I can also validate this. My colleague showed me that the contract has been changed into a business contract.
But there was no change of your customer data necessary. So you do not have to worry. 😄
The confirmation of the contract adjustment will arrive by post within the next few days.
Best regards,
Louisa G.
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