FAQ: Customer service

Find answers to quesetions about Keyweb customer service.

I would like to get advice and information about your products or have a certain question. How can I contact you?

Our customer service can be contacted by phone Mondays to Fridays from 8.00 am to 5.30 pm. Just call us on +49 (0)361 658 53 55. We shall be happy to assist! Of course you can also send us enquiries via the contact form or by email. Just email us at info@keyweb.de. We will respond to you as soon as possible!

I have sent you an email/contact request. When can I expect an answer?

Naturally, here at Keyweb we are keen to answer your enquiry as quickly and thoroughly as we can. We try to respond to you as quickly as we can, but at least within 24 hours (during work days). Should your enquiry require a more thorough investigation or measures, we kindly ask you to bear with us if clarifying your concern should take a little longer because a more thorough investigation is required.

Who can I contact if I am not happy and want to complain?

As a quality provider we are of course always striving to keep our customers satisfied and happy with our performance. Despite our best efforts it may nonetheless in isolated cases happen that things are not as they should be, giving you cause for complaint. In such an event you need a point of contact outside of our regular service hours, who you can contact to explain the circumstances. For this reason you are able to address your concern directly with the managers of the Customer Service and Sales departments in line with our quality management policy. To do so, please send your complaint simply via the ticketing system in the online customer centre (KCM), where you select the appropriate area for the complaint. The complaint will then be internally traced back and once we have clarified the circumstances we will get back in touch without delay!