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Tekecom call centre terrible service
vor 3 Jahren
Hi all,
Is it normal that when phoning telekom phone support - they are unable to help with an order made online?
Out of 5 calls - they have all told me the only way to get a scheduled engineer appointment is to book via phone, and there is then no way to get the online discounts.
3 hung up midway though the call once it was clear they were not getting any extra deal
1 refused to help outright unless I take the TV package.
1 eventually helped after a long time convincing that I do not need the TV package. The only deal he could offer was 50 euro discount (not the 100 online), and no way to confirm this - I just have to take his word for it that it comes off the first bill.
Is this normal? All in 3-4 hours invested , arguing, and fighting for something that should be so simple - an engineer appointment sooner than I have been offered online. For a company this size, it seems crazy that they allow such 'cowboy' call centre workers.
So I guess my question - is there any shortcut to an easy solution as far as support goes? Or is it nightmare after nightmare with Telekom?
Thanks for any insight you can provide!
Andrew
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vor 3 Jahren
Hello @Andrew1210,
welcome to our Telekom hilft Community.
Well, partly this is related to our booking system. To see if an earlier appointment is possible, the old order has to be canceled and then manually booked again.
When an order is made online, we have no influence on the appointment. Then we can only set a later appointment, but not an earlier. So this is true.
Depending the tariff, in my opinion there's no need for a discussion. You should get the tariff you want to have. With or without TV. But it is not always possible for us to choose the special offer prizes that you get when you book online.
The 50 Euros are the only special offer the agent can make, and he has to order this credit manually. That's why it is not on the cornfirmation. But he made a note so it's a promise you can rely on.
Kind regards Inga Kristina J.
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vor 3 Jahren
Out of 5 calls - they have all told me the only way to get a scheduled engineer appointment is to book via phone, and there is then no way to get the online discounts.
It is not exactly clear to me what you actually want.
Du you want an engineer on site for a more complicated problem? Normally in the frame of the activation there is noch engineer appointment, this is an issue for repeated unsuccessful service technician tries.
Or is it not about an engineer but merely a service techniction for whom/wher you just want an earlier appointment? Apart from the commercial issues, it might lead to an unwanted later date if the existing online order was cancelled and a new order was installed.
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