The coronavirus (COVID-19) has consequences for our daily lives and work. It's important that we provide a safe and healthy living and working environment for our customers and colleagues, so we are taking a number of measures. We are also keeping a close eye on the situation and will adjust our measures accordingly. This way we can do our job and you get the products and services you need. On this page you can read about our approach.
We try to process questions, requests and installations as quickly as possible. However, in some cases there is a delay, which means that we have to reschedule an appointment.
Frequently Asked Questions
1. I have requested a quote. Will you still call me to discuss it?
If you have not yet responded to the quote by email, one of our account managers will call you to discuss it. If that does not work for you, let us know. In this case our account manager will call you at another time.
2. I have already agreed to my quotation / I have already made an appointment for the inspection or installation. Will you still come by?
Yes, our technicians will visit you for an inspection or installation. They follow the guidelines of the RIVM:
They will ask you if you have a fever, cough, or shortness of breath.
They will keep 1.5 meters distance.
They won't shake your hand.
They will cancel the appointment if you are infected or if a housemate of yours is infected with the coronavirus, or if there is a possibility. If everyone in your household is free of complaints for 24 hours, you can call us to make a new appointment free of charge.
If the technician is ill and there is no replacement technician, we will reschedule the appointment. Of course it won't cost you anything extra
3. I want to reschedule my inspection or installation appointment? Is that possible?
Yes, you can call the technician to reschedule your appointment. It may be that a new appointment in the short term is not possible.
4. I have ordered a charge card. When will I receive it?
Normally you will receive your charge card within five working days. Due to the corona situation and the large number of applications, this is now taking longer. We do our best to send your charge card as soon as possible.
In the meantime, you can charge with your credit card via our Vattenfall InCharge app. All you have to do is link your credit card.