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Complaint about proximus any ideas

Question

Totally out own fault, thought we'd switch back to proximus. For TV ineterent etc took a deal with smart TV before the new year. Got TV from shop in audergem at time we ordered. They say they will transfer all services except internet and we ned to cancel that ourselves.
Quelle surprise There was a mistake made by the shop on the order so no engineer arrived on date or time we were given when order was made. Yesterday that is.
Rang help line guy says he can't help me as he's a technical guy I'm in wrong department. He will ask colleague, woman rings, speak only french says there a problem with your order. I then re ring helpline very unhelpfuL say the order is stuck in the system it's not their fault it's the shops fault. I'm told to go to shop and sort it.
Drive 20km in pouring rain to shop.
They say and I quote 'the help desk are liars!' We aren't at fault.
We will ring you at six with new appointment. I didn't actually believe the guy he was messing about with his PC all the whole time and I think you aren't telling me the truth. 20km home of course six comes and goes and I then get no call back.
I ring help desk for third time that day
This guy identifies problem in five minutes he says I see it the shop they haven't put number in contract so it can't be switched he says he's done it.
He says someone will ring in morning to sort out appointment for switch over. He says he mark my file URGENT.
This morning No one rings. I ring lady said he hasn't marked my file. She doesn't say there is any issue with transfer I finally get offered a date for transfer now 23rd.
So ten days after we were told. They say they can't offer me a discount because I need a new line attaching to my house and that the reason for delay. I explain it really wasn't the case. I have a land line I just want to transfer. Hurrah all sorted maybe only oh no this is proximus. You could not make this stuff up....
As tonight find a message five hours later than when I rang help desk claiming it's the from shop telling me due a mistake they haven't been able to keep my number for me to transfer and that someone will ring me with a time to install this new line!
Ring back help line guy is really shirty said he can't do anything except cancell the order and because I already have the TV it will cause me a problem. He said he can reinstate order with my old number as a transfer and charge x amount but not the deal I already have.
I say look this is your fault not mine he goes I can't do anything.
He said its not my fault it's because the order wasn't made properly.
He also tells me it's not classed as a transfer and now I have to cancel all my services myself.
If I didn't have the TV unpacked and in use I'd have taken it back yesterday.
He suggest I write to them but doesn't say to who, or where I do this or what languages I can use.
I know it's my own fault don't tell me that
What can I do apart from smack myself round the head for thinking maybe they had improved in last three years!

dideckers

www.scarlet.be versus Proximus
35% cheaper and I never have problems...
dideckers@hotmail.com
Electronics engineer.

Jan 19, 2015 15:56
CC_R

Well contrary, to promise from gui, today no call back. So at 3pm I rang help desk first guy disconnected me whilst on hold. The very rude woman I tried to speak to second point blank refused to help me because she said her colleague was dealing with me, I said he just dropped my calls she said he's on the phone to someone else you have to wait for a call back. I tried to point out I had been waiting three days,mans couldn't she just check because clearly if he's on the phone he isn't checking she hung up after telling me I wasn't listening to her! I think it was other way around! I have tweeted twice and I also emailed after I called.min response a rstandard response to say they will respond within ten days what a joke! Can anyone advise me what to do I dont want a new number it's the f!?k up not mine and they say I've signed for the TV and have to pay if I cancel, but if they aren't giving me what I signed for why should I have to accept this?

Jan 20, 2015 21:46
CC_R

Ok update after promises from gui no call back.
Rang today spoke to a guy who put me on hold then dropped my call. I rang back really very very rude woman refused to speak to me because her colleague was dealing with me. I said erh hello he disconnected me, she practically shouted at me I had to wait for call back. I tried to explain I've been waiting four days she told me I wasn't listening to her and hung up. I have tweeted twice no response.
Tried emailing reply said will respond within ten days! What a joke.
They are apparently coming Friday to put in a line with a new number, it's not what I asked for they say if I cancel I have to pay whole bill for TV why should I it's their error that's causing this not mine why should I be on convinced to make their life easier maybe they're doing me a favour providing me a service at some time.

Jan 20, 2015 21:57
jbmac

Thing with proximus/belgacom is that if they do the proper job, the line/tv/internet works, no problems. However, if they mess up, welcome to hell. I got proximus cause my neighbors swore on their mother's name they never ever had a problem. Well, technician who came in messed up the installation and it took a month to sort it out and even then, my connection was messed up. Had to have some other technician come in and fix the issue. I did have to pay an extra 50 euro fee. Finally, once it was all sorted out, no problems. But to get there, it was hell. Anyway, worse experience ever, so i myself tell people, stay away from proximus. But yea, if they do install the stuff right away as they did with my neighbors, their stuff works ok.

Jan 21, 2015 07:05
Cristiana Cristea

When I asked to have a proximus contract they told me to go to a proximus in order to pick up my equipments. Then, the technicians came at place to install everything but they brought their equipments. And they told me to go again at a Proximus and to give back the first equipment because then I will have to pay for 2.
I did as they said and in that day the internet didn't work at all. The next day I received a letter where they thank me for the colaboration and thr contract has been stopped as I asked. My owner called them and they told her that I send a letter where I said that I will move and I have to stop the contract. Of course, that was not true. We asked for the letter and they avoided to send us.
After a long conversation they where supposed to re-activate my internet and to have it up durring that night. Of course I haven't
Next day I called again and they opened a high priority ticket for me. For the next days I had to call again because I didn't have connection. And the best amswer from them was "Our techinicans are very busy and they don't have time". Then, my owner called again and they told that the technician stopped again the conection by mistake. Of course, for the weekend they don't work. So, from Monday to, I hope, Monday I don't have internet.
They just don't care about their customers. And we're paying for their services.
Now, my question is....Do you know where can we make a letter of complain? Official one?

Sep 3, 2016 09:07

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