ich bevorzuge E-Mail, da ich kein Deutsch spreche, sonst muss es Englisch sein. Ich verstehe nicht, warum ein Problem seit November nicht behoben werden kann! Es ist ein Hinweis darauf, dass Telekom keine Ahnung hat, wo das Problem liegt. Bitte öffnen Sie das Ticket erneut. Sprechen Sie Englisch? Wenn ja, rufen Sie mich jetzt gerne an, ansonsten senden Sie mir eine E-Mail.

Hello @Rafael Tomilheiro

thank you for the very friendly call.

I just sent you an email with new data for your Schnellstart router.

The new appointment for Thursday is set.

I just escalated the ticket to make sure that this time the technician really takes care and helps you fix the issue.

Kind regards Inga Kristina

Thank you for the efforts @Inga Kristina J. ! Unfortunately I am not confident that new technician will fix it! Lets see on Thursday!

Thanks a lot Kristina! I appreciated it and I can feel you are putting all the efforts within your reach to have the problem solved!

I had to tag your colleague just to remind him that all his messages  were bullshit and nothing really progressed! Over one month since his long text and promises and 0 result! 

Hi @Rafael Tomilheiro, 👋

thanks for getting back to us. I understand your concern and will help you out. No need to worry, I double-checked the documents in our system and can confirm that you should not have been charged for the replacement device. Unfortunately, the costs will automatically be reflected on your next invoice. Please just ping us here once your new invoice has been created, and we'll refund you the amount of 32.73 Euro. I've also documented this for my colleagues in our system. I'm really sorry for the hassle - you won't have to pay that fee.

Best regards,

Jonas

Hello!

the invoice is there! Can the amount related to the broken device be taken out as confirmed in the prior comment?

@Inga Kristina J. and@Jonas W. 

thank you

Hello @Rafael Tomilheiro,

thanks for the info.

I'll take care of the refund for you. :)

Kind regards

Louisa