Yes...It's normal...and as others have said, it is a Europe thing. The USA comparison makes things worse. Although, within Europe, Switzerland is not half bad business wise and customer service wise. I just spent 7 years living in Spain, and I can tell you that it's much worse than CH.
It must be this whole idea of working to live, as opposed to living to work.
Good luck, and hope the manufacturer gets that bike to you soon.