Go Back   English Forum Switzerland > Living in Switzerland > Complaints corner
Reply
 
Thread Tools Display Modes
  #1  
Old 18.05.2015, 13:34
Newbie
 
Join Date: Mar 2015
Location: Zurich
Posts: 7
Groaned at 0 Times in 0 Posts
Thanked 1 Time in 1 Post
TickTrickTrack has no particular reputation at present
Swisscom Customer Care Crazy Charges

Hi Everyone,


I recently signed up for a Swisscom Vivo package including Fiber connection for which I had to have a Swisscom technician to have the installation done at home. Alone was impossible to many technical problems.


I received a crazy CHF 315.36 bill, for which I am going to complain.


Has anyone gone through the same issue? What was the procedure? I am new Swisscom customer.


Let me know please. Tks
Reply With Quote
  #2  
Old 18.05.2015, 13:39
donpiedro's Avatar
Forum Veteran
 
Join Date: Sep 2014
Location: Nyon
Posts: 530
Groaned at 26 Times in 20 Posts
Thanked 730 Times in 289 Posts
donpiedro has earned the respect of manydonpiedro has earned the respect of manydonpiedro has earned the respect of many
Re: Swisscom Customer Care Crazy Charges

I think you need to define what mechanical problems you suffered? Was it caused your end or by Swisscom?

If it wasn't caused by Swisscom then you will have to pay.
Reply With Quote
  #3  
Old 18.05.2015, 14:08
Forum Legend
 
Join Date: Jun 2008
Location: Zurich
Posts: 4,642
Groaned at 152 Times in 118 Posts
Thanked 9,549 Times in 3,211 Posts
k_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond repute
Re: Swisscom Customer Care Crazy Charges

Was installation by a Swisscom technician at your home explicitly included in the package?

If not, why are you surprised that you are charged for it?
Reply With Quote
The following 2 users would like to thank k_and_e for this useful post:
  #4  
Old 18.05.2015, 16:01
Newbie
 
Join Date: Mar 2015
Location: Zurich
Posts: 7
Groaned at 0 Times in 0 Posts
Thanked 1 Time in 1 Post
TickTrickTrack has no particular reputation at present
Re: Swisscom Customer Care Crazy Charges

tks for both your replies.
it was a first time ever installation in a brand news apartment. First I spent one hour on the phone with the call center trying to figure out where was the Fiber plug in. As I realized that it was worthless to continue and spent already 60CHF for the call, I accepted to have a technician coming to my place. The guys came not prepared at all and had lots of difficulties to get the connection, calling back and forward Swisscom IT support. He spent almost 3 hours most of which on the phone with the Swisscome center. Withou a good knowledge of this processes no one could hv ever managed to get the Fiber installed alone. And definitely the instructions provided are not detailed at all.
Reply With Quote
  #5  
Old 18.05.2015, 16:37
donpiedro's Avatar
Forum Veteran
 
Join Date: Sep 2014
Location: Nyon
Posts: 530
Groaned at 26 Times in 20 Posts
Thanked 730 Times in 289 Posts
donpiedro has earned the respect of manydonpiedro has earned the respect of manydonpiedro has earned the respect of many
Re: Swisscom Customer Care Crazy Charges

The Swisscom callcenter is free of charge... (0800 800 800 or 0800 555 155). I have dialled them plenty of times in the past due to a faulty router and it was always free of charge (including technical support).

I also have a Vivo package, just like you.I am not aware of any Vivo packages with specific "Fiber connections" option. As far as I know your flat should have all required wirings so that you can just plug in and go.

From your explanation it is still not clear where the fault lies to be honest. If it is a new flat and it is a 1st time installation, it might be that these charges are for you to pay (unless your landlord will accept to pay the charges).
Reply With Quote
  #6  
Old 27.05.2015, 17:26
Newbie
 
Join Date: Mar 2015
Location: Zurich
Posts: 7
Groaned at 0 Times in 0 Posts
Thanked 1 Time in 1 Post
TickTrickTrack has no particular reputation at present
Re: Swisscom Customer Care Crazy Charges

This was my first experience with Swisscom call center, it might have cost me so much cause I used a non Swisscom network to call.

However the problem is now sorted, I wrote a detailed complaint letter and it was accepted. I received a call from Swisscom saying they would revise the bill. Let's wait and see.
Reply With Quote
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Swisscom Customer Loyalty offers StirB TV/internet/telephone 45 14.04.2015 15:28
anyone had luck with swisscom customer care ctkoch TV/internet/telephone 4 14.08.2011 05:56
Swisscom Changed data roaming charges fatmanfilms TV/internet/telephone 0 13.07.2011 00:27
Swisscom Customer Care (Excellent Feedback) Mowvich TV/internet/telephone 18 13.04.2011 16:47


All times are GMT +2. The time now is 21:52.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2016, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0