This is maybe less a complaint than a statement of disappointment about the Proximus customer service.On 26 January I ordered a new Internet Box to replace my current modem. I received a mail confirming my order and announcing a delivery date of 30 January. When I had not received anything by that date I contacted Proximus and was told that the package would now arrive within the next two days. Again I received nothing. When I called again I was now told that I would receive a mail explaining the situation and the way ahead. But again I received nothing. During the next call I was told that the old order had to be cancelled (by Proximus) and then I would have to create a new order. I was also told that Proximus would call me once the order had been cancelled. I received one call the next day telling me that it would take longer but should be ok the coming day. I waited two days and sure enough nothing happened. So I went to a Proximus store to ask for help there. There I was told that they couldn't help me but that they would ask someone who could help to call me later that day. I was called, talked to two Proximus employees and the result was that I was told that I have to wait until the order would be cancelled and that I would be called immediately afterwards. So far I am still waiting...What makes this case so unpleasant is the lack of transparency by Proximus why this is not moving forward. Assuming that a company like Proximus has the structures and procedures implemented to deal with these kind of things and has qualified and motivated employees to work them it is difficult to understand why nothing is happening within a reasonable time. And to make it worse Proximus has obviously also no interest to provide an explanation why things are not moving forward.I don't know if something like this happens more often or if this is the 1 in a million exception. But in either way the way this is being handled by Proximus does not reflect very positive on the way Proximus cares about its customers and their requests.I am still hoping that I will receive the new Internet Box within the coming days. As a minimum I would expect to get a mail explaining the situation and describing what Proximus intends to do to resolve the issue and WHEN.
