Filing complaint against Customer Service.
vor 3 Monaten
To who, and to what address, should I address a complaint regarding the unprofessional level of service offered by Deutsche Telekom? I have in place an order for a new Glasfaser contract which, according to the information provided by D.T. comes into effect on 10.02.XXX-XXX. No matter how many times I speak with Customer Service via telephone I am unable to convince them that until such time as a Glasfaser Dose has been installed in my apartment it will be impossible to complete the connection. Telekom appear to be under the impression that a Glasfaser Dose is already installed and despite my protestations that this is not the case they remain unconvinced. I have assurances from two representatives, of which I have their names, that they will personally investigate the matter and get back to me. However, I never get to hear from them again which I consider to be totally unacceptable. Of great concern is the fact that Deutsche Telekom, against their own written policy, have terminated my contract with my current internet/telephone provider which should only be executed once the Glasfaser Dose has been installed. As stated earlier, no Glasfaser Dose has been installed by Deutsche Telekom in my apartment despite them believing that there is, and neither has an appointment been made to have a Dose fitted. I feel that I am going around in circles with Customer Services who, regardless of their friendly manner and positive assurances to sort this problem, make absolutely no progress with the deadline of 10.02.XXX-XXX quickly approaching.
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vor 3 Monaten
www.telekom.de/beschwerde
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vor 3 Monaten
Thank you Lutz but that link only leads to other options all of which are either Q&A or contact via WhatsApp or iMessage both of which are AI generated responses. I am looking for personal contact via email or telephone.
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vor 3 Monaten
Dear @user_4ce6ef,
welcome to the Telekom hilft community.
From now on I'm your assistant for the process of switching your provider to Telekom.
Thank you very much for the nice phone call.
As discussed, your order has now been fully corrected so that the fiber optic socket can be installed in advance.
I will call you again on monday and inform you about the latest status.
Kind regards
^Maurice K.
1
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von
vor 3 Monaten
Thank you Maurice K. Since your very reassuring and helpful telephone call there have been further developments. As I advised, a Technician did in fact arrive at my home on the Saturday morning and advised that the reason for the visit was to inspect/repair a reported fault to my installation. Of course at this time there is no installation at my home so the visit was a waste of time for both me and the Technician . However, at 07:00 hrs I received an SMS advising that I should choose a suitable date for the fitting of a fibre optic junction box which I have duly complied with and a date set for Tuesday 21/2. It remains to be seen whether this visit leads to a more positive outcome. I look forward to your call on Monday confirming advising of any further developments. Regards.
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