How can I find my personal adviser?
By entering your address or via the “Use location” option under “My profile”. Otherwise, you can also access your location information directly through “My adviser”. The adviser responsible for your area will be assigned to you automatically and then displayed in the “My adviser” section.
Can I set up several advisers?
No, the adviser responsible for you will be assigned automatically based on the address you provide.
Can I choose a different adviser?
No, the adviser is assigned to you automatically, based on the address you have provided.
What information can I get about my adviser from the app?
In addition to their name and a photo, you can also see the adviser’s telephone number and email address.
How can I contact my adviser?
You can call your adviser by phone or use the various contact forms in the app.
Can I book a demonstration in the app?
You can request an appointment via the “Product demonstration” contact form in the “My contact partner” section.
Can I book a service appointment in the app?
You can request an appointment via the “Service appointment” contact form in the “My adviser” section.
What is a service appointment?
During a service appointment, the expert adviser inspects your Kobold devices for you free of charge, checking the condition of the component parts and the consumables. They also check the functionality on all power settings to ensure the longevity of your products.
What is a product demonstration?
During a product demonstration, the adviser presents new products to you, according to your needs, that you are then able to test in your own home free of charge.
What is the difference between a service appointment and a product demonstration?
During a service appointment, the expert adviser inspects your Kobold devices for you free of charge, checking the condition of the component parts and the consumables. They also check the functionality on all power settings to ensure the longevity of your products.
During a product demonstration, the adviser presents new products to you, according to your needs, that you are then able to test in your own home free of charge.
I don’t want the adviser to contact me (by calling me or visiting)!
Downloading and using the MyKobold app makes it possible for you to contact the adviser in a simple, straightforward way. The app is not a means for the adviser to communicate with you. If you have already given consent to be contacted and now want to withdraw this, please contact Customer Service on 0202 564 3000.
My adviser is not responding to my contact via the app.
It is possible that the adviser is on holiday or ill. We will happily check this for you. Please contact Customer Service on 0202 564 3000.
Is my phone number displayed when I call my adviser via the app?
That depends on the settings on your smartphone/phone.
Is my email address displayed when I send my adviser a message via the app?
Yes, you can see exactly what information is transmitted to the adviser when you submit a contact form.
How do I pay for an order that I place via the app?
It is not possible to place orders via the app. You can request consumables from your adviser or, if you agree with an adviser to purchase a product, they will go through the ordering process with you.
If you want to buy from the online shop, you will find the usual payment options when you get to the checkout section.
Can I order products via the app?
At the moment, you can’t place orders via the app. If you agree with an adviser to purchase a product, they will go through the ordering process with you. Otherwise, you can message your adviser in the “Consumables” section of the app to say what you need and they will then contact you.
If you want to buy from the online shop, you will find the available payment options when you get to the checkout section.
How long will it take my adviser to respond to me?
Your inquiries will be forwarded to the relevant adviser on the same day. Your adviser will then contact you as soon as possible. Please feel free to give us feedback about this to let us know what your expectations are and whether they are being met.
When I enter my address in “My contact partner”, it just shows Customer Service. Do I not have a personal adviser?
Customer Service is shown if you enter a foreign address or the address provided is not found in our database. Please try entering your address again slightly differently, e.g. with a space in the street name, or just re-check your entry.
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