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Old 09.04.2015, 11:29
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Re: Digitec - broke my laptop, refund declined!

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I think the discussion about who-did-what can go on forever. It all goes down to the person(s) you talk to. I know we as customers expect those stores to behave consistently (and nicely!) regardless of the individual we are talking to but still we cannot ignore the fact that as any employee does, there are those who sympathize with us as customer, as those who don't. There are those who do their job with passion and those that don't. So saying Digitec did this and Brack did that is not going to help anyone in his/her choice of a tech shop to buy from.

My 2 cents.
I disagree. A lot of the attitude to customers is driven by corporate policy. I know, from dealing with senior people at Digitec, that they actively seek to avoid refunding customers for defective merchandise, instead requiring the customer to have the item repaired by their own service centre. If (when!) that repair is found not to solve the problem, the customer has to return the item for a second attempt at repairing the fault. This process repeats, I don't recall how many times -- 5, I think?!!! -- before Digitec *may* accept that some sort of a refund is due. I don't know what happens then, as I refused to suffer the inconvenience of several trips to Digitec plus months without my laptop!

Digitec's model is to make it supremely difficult for the customer to exercise their rights. They don't expressly avoid their legal responsibility, but they make it seriously hard for customers to get what is legally due to them.

I can't comment on Brack as I haven't bought from them -- but given what I've read here, I will, at the next opportunity.
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customer service, digitec, galaxus, repair, swiss law




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