I ordered my internet subscription from Odido on 20 June. The appointment for routing the fiber connection to my home was scheduled for 20 July, between 12:00 and 16:00.
However, the responsible technician did not arrive within the agreed appointment window. He arrived at around 16:40, without informing us about the delay, and did not complete the required work. As a result, the fiber connection was not installed.
After several follow-up calls with Odido, I was eventually given a new appointment for 27 August. This meant that I was left without an internet connection for a significant period, despite having ordered the service on 20 June. This situation was particularly problematic because I work from home and a reliable internet connection is essential for my work.
I contacted Odido and explained the situation. During this conversation, the employee told me that, as compensation for the inconvenience and delay, I would receive one month of Klik&Klaar free of charge. He also told me that he would call me the following Friday to follow up on the situation.
Based on this information, I immediately ordered Klik&Klaar. However, the employee never called me as promised. Because I was concerned that the promised compensation had not actually been arranged, I contacted Odido again. During this call, I was informed that no one-month free Klik&Klaar offer had been registered on my account. In other words, the information I had been given was incorrect, and I had ordered Klik&Klaar based on a promise that had not been properly processed.
I subsequently cancelled Klik&Klaar within the statutory cooling-off period. Despite cancelling within the cooling-off period, I have been charged €20 for the installation/connection and an amount for part of the subscription period.
In addition, I have requested several times that the customer-service employees ask their managers to listen to the recordings of the relevant customer-service conversations, since the employees themselves apparently cannot access or review them. These recordings are particularly important in this case because they could verify exactly what was promised to me by the Odido employee. However, despite my repeated requests, I have not received confirmation that a manager has listened to the recordings or that their contents have been reviewed.
This raises a serious question: if Odido records customer-service conversations, what is the purpose of recording them if, when a dispute arises, the customer is not given a meaningful opportunity to refer to or verify what was actually said during the conversation? I believe these recordings are directly relevant to resolving my complaint fairly and objectively.
I therefore request that Odido review the relevant recorded conversations and provide me with the information or access necessary to verify what was discussed, particularly the conversation in which I was promised one month of free Klik&Klaar as compensation.
I do not believe the charges are justified. I only ordered Klik&Klaar because an Odido employee explicitly told me that I would receive one month free as compensation for the significant delay and failure to provide the originally ordered internet service. I cancelled the service within the cooling-off period once I discovered that the promised compensation had not been arranged.
I therefore request that Odido review this case, correct the charges, and refund the €20 installation/connection fee as well as the amount charged for the Klik&Klaar subscription.
I would also appreciate a clear explanation of why the compensation promised to me by your employee was not registered or honoured, and why my repeated requests concerning the recorded conversations have not been properly addressed.
I would appreciate it if an Odido moderator could look into this case and contact me privately to resolve it.
