Hi,
that's right. Strictly speaking, it's a software problem at the manufacturer. However, it should be fixed this week. The first sample plates have already been shipped; once they are approved, custom plates can be ordered for customers again.
What I don't understand, though, is that you can't order your kitchen(?) Basically, this is possible, and the countertop will then be sent to you free of charge afterward. So you can go to your EH and order your kitchen and of course get the 10% voucher. You will pay for the countertop upon delivery and then redeem the voucher for it at KuSe. If the software problem persists, it may happen that if you want the delivery as soon as possible, the countertop will simply come later than your kitchen. After all, these are two separate orders.
This is how it is handled if the countertop cannot be ordered: You buy the kitchen, pick it up or have it delivered through the store or the central warehouse. Then an offer for the custom countertop is created, including a drawing. You sign all of this. Your order is an offer but becomes a binding order as soon as the program works again since you have signed for it. Your Family number is noted on the offer, and ideally, the order number of your kitchen if the countertop does not exceed 150 euros. You go to the checkout, pay ONLY for the kitchen, and receive the 10% voucher for it. Upon delivery of the countertop, you pay for it, bring the binding offer and the invoice for it to the store. Please bring your Family card and the kitchen invoice for safety and present everything at KuSe; they can then verify if you actually bought the kitchen and countertop during the promotional period. Finally, the voucher will be issued to you. Done.
Therefore, please go to your EH and don't let yourself be fobbed off. As described above, it works and should actually be handled this way everywhere. It is a bit more work but should be less your problem.
NfU
Na.
PS: Please let me know how it went!