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Old 31.05.2012, 09:26
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DLEx: No reply, telephone, e-mail

I've noticed a new seller of electronics on Toppreise.ch lately called "DLEx", or "DLEx-eins" (same company I believe). Their prices are pretty good, and I decided to order a few things from them.

I received a box from them 2 weeks later, but the quantity of one item was wrong: I ordered 3x and then sent me 1x of the item. I figured it was a mistake, and I scanned and e-mailed them the delivery invoice to show only 1x is listed there, compared to 3x in the order. But I haven't got any reply from them. The last 2 weeks I have called and e-mailed repeatedly, and NOTHING. Nobody has ever answered the phone (I've called at least a dozen times, during regular business hours), sent 3-4 e-mails. Nothing.

Has anyone ever dealt with this company before? And how do I deal with a company who doesn't answer their phone or reply to e-mails? I don't really want to drive to Horgen and bang on their door, the items I ordered were 20CHF each, so I'm only out 40CHF, not a major loss, but it's more the principal.

Quote:
DL Ex Lippuner
Sennhüttenstrasse 15 · 8810 Horgen · Switzerland
Phone: +41 44 500 71 62
verkauf@dlex-eins.ch
www.dlex-eins.ch
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  #2  
Old 31.05.2012, 09:49
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Re: DLEx: No reply, telephone, e-mail

if by CC then do a charge back.
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Old 31.05.2012, 14:36
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Re: DLEx: No reply, telephone, e-mail

I paid with a bank transfer Is there some kind of "watch-dog" agency here in Switzerland I can report them to? I know customer rights in Switzerland are generally poor, but there must be somewhere you can go to log a complaint against a company if you pay for something and they don't deliver it to you

**edit**

Just after I wrote this, I got an e-mail from DLEx saying the missing pieces are being sent tomorrow! I didn't know they read EF

...but in any case, I'm still curious to know what the procedure would be if they never did send it? How/who/where does one go to lodge a complaint in Switzerland against a company?
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Old 18.06.2012, 13:48
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Re: DLEx: No reply, telephone, e-mail

Incredible. DLEx said they were sending the missing parts 17 days ago and I still haven't got them They sent me an invalid tracking number as well

6 weeks since my original order was placed, and I still haven't got it all I've ordered from just about every Swiss electronics retailer, and this is by far my worst experience. No more DLEx for me!
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Old 20.06.2012, 23:57
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Re: DLEx: No reply, telephone, e-mail

About what to do when/if they just ignoring keep you:

First step is certainly to send them a registered (=certified) letter - what Swiss post calls "Einschreiben / Recommandé". If this ever goes to court, that will be your best proof that you notified them of the deficiencies and problems - much stronger than any logs of phone calls or emails, which they always argue not to have received.

In the letter, give them a short but manageable deadline (eg. 10 days) to deliver the pieces or to reimburse you.

If they don't react, it starts to depend on the canton again. As the company seat is in Horgen, I'll describe the Canton of Zurich procedure here: you would need to sue them at the "Friedensrichter" of Horgen, which translates verbatim to "Justice of the Peace" and works both as a compulsory mediation service and as small-claims court for disputes up to CHF 2000.

While the procedure itself is relatively easy, as far as I know the claims form is only available in German, and of course the procedure itself will take place in German as well. Technically, as this is a consumer matter, you are also entitled to sue them at your own place of residence (rather than their business residence) - so if you're in a French or Italian-speaking canton and speak French/Italian but not German, you might consider that option.

In any case you'll have to attend a mandatory mediation session *in person* so unless you're really fluent in the official language of the place you sue them in, make sure to have at least a translator with you, if possible someone who has been through this kind of court procedure before.

UK-style "Trading Standards" offices don't really exist in Switzerland. There are private consumer protection organizations which can offer advice or even name & shame the company in their magazines, though they can't sue the company on your behalf (they only have some legal standing in unfair competition cases, but not in straightforward consumer disputes).

So, in summary, you can only sue him yourself - you can't really file any official complaint against him somewhere. Hope that you won't need to go to court...
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Old 02.07.2012, 19:09
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Re: DLEx: No reply, telephone, e-mail

Thanks for the detailed response snowleopard. I'm only out 36 CHF, I don't think it's worth for me to bother taking them to court over that, but interesting to know my options if it was for something larger.

I'm sending DLEx an e-mail every few days, sometimes they reply, and say it was sent. When I ask for the tracking number, they give me an invalid one, or then the tracking number of the first shipment (that only contained half of the items!)

I'm going to just keep calling/e-mailing and bugging the hell out of them until they either refund or send the items (I didn't think to ask for a refund yet, just kept asking them to ship the missing pieces). I think they are just a small business and aren't able to keep track of their orders and shipments. I notice they only recently appeared on toppreise.ch, so maybe the uptick of orders is too much for them to handle
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Old 05.10.2012, 09:34
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Re: DLEx: No reply, telephone, e-mail

same way for me. Despite the fact that I am calling them within calling time, no answer on the phone. No news on my on-going order of Fr 332.60 by email either.
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Old 06.10.2012, 23:36
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Give them bad rep in Toppreise. You'll at least help the others.
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Old 11.10.2012, 23:17
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Re: DLEx: No reply, telephone, e-mail




Not in Topreise anymore. This bastard play dead guy by Fax, email and phone after receiving the money.
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Old 12.10.2012, 08:42
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Re: DLEx: No reply, telephone, e-mail

if no goods issue a betribung against him... he will contact you quickly enough.
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Old 12.10.2012, 08:50
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Re: DLEx: No reply, telephone, e-mail

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So, in summary, you can only sue him yourself - you can't really file any official complaint against him somewhere. Hope that you won't need to go to court...
He could consider a criminal complaint with the police (Strafanzeige). He might not be the first one …
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Old 08.11.2012, 15:53
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Re: DLEx: No reply, telephone, e-mail

I join the club... any latest news about dlex? My order from 03 Oct is not here and they don't answer - ok, I talked twice with them and they promised to send me an email the very same day - nothing... Emailed them - nothing...
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Old 08.11.2012, 15:58
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Re: DLEx: No reply, telephone, e-mail

Enjoy: lots of people complaining
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Old 08.11.2012, 16:08
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Re: DLEx: No reply, telephone, e-mail

http://zh.powernet.ch/webservices/in...&lang=1&sort=0

His company is a Einzelfirma, I would call that Gemeinde in Thalwil and talk with the Betreibungsamt there. IMO, if he does not supply the paid for material, that is the same as not paying for a delivered item.
JC
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Old 05.12.2012, 12:46
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Re: DLEx: No reply, telephone, e-mail

No results so far, I emailed them a pdf with Betreibung, which can easily be produced here. Will wait until Friday and then send the real mail to Horgen Betreibungsamt...

Weird company and model of business!
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Old 10.12.2012, 19:08
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DLEx: Who to write to is an email pated below:

Sehr geehrter Herr O’Mahoney

Wir nehmen Bezug auf Ihre E-Mail vom 28. November 2012.

Wir wurden auf die Geschäftstätigkeiten der Firma DL Ex durch eine Beschwerde aufmerksam gemacht.

Das SECO kann allerdings nur Zivilklage oder Strafantrag gegen Personen oder Firmen einreichen, die systematisch den UWG-Artikel missachten. Unser Klagerecht ist also auf Fälle beschränkt, bei denen Kollektivinteressen verletzt oder gefährdet werden, d.h. die wirtschaftlichen Interessen einer Vielzahl von Personen verletzt sind. Gegen die Missachtung in Einzelfällen kann das SECO deshalb noch nicht intervenieren. Wir sind aber aus diesem Grund daran interessiert, Fälle von Betroffenen zu sammeln, um im Wiederholungsfalle gegen eine betrügerische Firma vorzugehen.

Wir sind dabei zu prüfen, ob eine genügende Zahl von Beschwerden gegen dieses Unternehmen vorhanden sind, damit wir vor der zuständigen kantonalen Instanz eine Strafklage einreichen.

Mit freundlichen Grüssen

Leila Kaufmann, MLaw
Juriste stagiaire

Département fédéral de l’économie DFE
Secrétariat d’Etat à l’économie SECO
Secteur droit

Holzikofenweg 36, 3003 Berne
Tél +41 31 325 43 80
Fax +41 31 324 09 56
leila.kaufmann@seco.admin.ch
www.seco.admin.ch
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Old 11.12.2012, 16:27
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Re: DLEx: No reply, telephone, e-mail

Did anyone try to make Betreibungsauskunft for this person/firma?

I just talked to Tahlwil Betreibungsamt (that is where one has to complain, not in Horgen), and they recommended first to see the history who claimed their money and if it was successful (it is called Betreibungsauskunft), and then decide if it is worth the effort.

Betreibungsauskunft costs 17 chf if I understand correctly, Betreibungsbegehren costs 33chf for the claimed value up to 500chf. I would have to pay it by myself if the person/firma rejects to pay. I have an option to go to the court afterwards, but that is a long story then...
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Old 11.12.2012, 22:08
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Re: DLEx: No reply, telephone, e-mail

you can follow that route, i`ve read on ktipp the swiss consumer magazine that other have follow this route and been successful in court but he still hasn`t paid. please send a copy of any complaint you make to the address below:
Leila Kaufmann, MLaw
Holzikofenweg 36, 3003 Berne
Tél +41 31 325 43 80
Fax +41 31 324 09 56
leila.kaufmann@seco.admin.ch
www.seco.admin.ch

She is collecting information on how many people have been conned, when she has enough information they have the power to organize a raid the firm in some cases.

Would be nice to stop the firm altogether
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Old 11.12.2012, 22:16
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Re: DLEx: No reply, telephone, e-mail

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you can follow that route, i`ve read on ktipp the swiss consumer magazine that other have follow this route and been successful in court but he still hasn`t paid.
my german was not enough to understand what was the end for those who tried it on ktipp. so after court he paid everything? including court and betreibung costs? if so then probably only few persons went that far and it is still profitable for him to ignore all except those few...

that means better not to try starting this betreibung process unless you are ready to go to the court?

Quote:
She is collecting information on how many people have been conned, when she has enough information they have the power to organize a raid the firm in some cases.

Would be nice to stop the firm altogether
thanks for info! that would be nice indeed and I will send her the information, but I guess this will not help to return any money

were you successful?
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Old 12.12.2012, 03:03
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Re: DLEx: No reply, telephone, e-mail

Person


NameHeinz Lippuner HeimatortGrabs Wohnort Uster
Handelsregister


Publikationen7 Neueste Pub.14.11.2012


Aktive Verwaltungsratsmandate

mehr

Aktive Geschäftsleitungsmandate

mehr
The phone-book however shows Heinz Lippuner in Pfäffikon/ZH and Heinz Lippuner (Horgen) to be TWO different persons but that the Horgen-chap now has his domicile apparently in Thalwil


Lippuner Heinz


Tödistrasse 109
8800 Thalwil
Telefon: *044 720 86 74
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