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  #21  
Old 19.07.2015, 09:17
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Re: Another example of great swiss customer service

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I truly can't recall ever having had trouble with ordered goods - once we noticed a few weeks afterwards that a table wasn't properly finished but this was quickly put right. You may have difficulty believing this, but as you may well know or not, until the digital world took over it was normal for Swiss customers to only pay for their goods once they were up and working. I still adhere to this rule today, my recently installed TV was only paid for once it was set-up and working. The business risk should lie on the shoulders of the seller - not on those of the buyer. I didn't pay for my car until I had it and then I paid cash. This attitude rather invalidates any attempt at falling back on T&C. I do unfortunately have to buy travel and ebooks online as I have no other choice except to go to a travel agent which I also do when possible.


My philosophy therefore is no money up front until I have the goods. The whole wonderful world of online availability leaves me cold (because I'm a fuddy-duddy ).


But I bet I get the better service than you do, and I always stick to my agreements.
Well, when you decide to join the modern world and actually have something relevant to contribute to a conversation about said modern world then please let us know. Until then, I shall leave you to your misty-eyed reminiscing about simpler times. Bless.

Last edited by Richdog; 19.07.2015 at 09:54.
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  #22  
Old 19.07.2015, 10:05
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Re: Another example of great swiss customer service

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Well, when you decide to join the modern world and actually have something relevant to contribute to a conversation about said modern world then please let us know. Until then, I shall leave you to your misty-eyed reminiscing about simpler times. Bless.
Do you ever debate without attacking someone? Just curious; it's hard to see why you're so defensive.
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  #23  
Old 19.07.2015, 10:12
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Re: Another example of great swiss customer service

Whew, Richdog, I agree with you but you do come off strong. There was a deal struck with the condition that you could cancel within 48 hours. If they dont recognize it then it is the company that is reneging on the deal. Luckily OP is in full control to just not accept the package and not pay the vendor. That said, if OP found a better deal for 20CHF, I would be wary in siding against the vendor who obviously sent out the item very promptly and probably feels like they are getting screwed for not withholding shipping for 48 hours. Its like the consumer punising good behaviour which will cause the vendor to develop shittier policies. Make sure its worth it to back out OP.
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Old 19.07.2015, 10:14
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Re: Another example of great swiss customer service

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Whew, Richdog, I agree with you but you do come off strong.
I know, it's the fact you can't see my nice and smiley happy face that has that effect.
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Old 19.07.2015, 11:40
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Re: Another example of great swiss customer service

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Well, when you decide to join the modern world and actually have something relevant to contribute to a conversation about said modern world then please let us know. Until then, I shall leave you to your misty-eyed reminiscing about simpler times. Bless.


I'm terribly sorry that I upset you, you must have a demanding life. I understand. Not being an intolerant person myself I do have difficulty at times in this 'said' modern world. Never mind - we are almost certain to hear lots more from you again on various themes. Your ability to sum up doesn't leave much to be desired.
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Old 19.07.2015, 11:40
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Re: Another example of great swiss customer service

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Well friend, I've been here for nigh-on 50 years and I can't remember ever having been disappointed in any way with the service I get here. It's always been value for money - in my life. However being, as you say, a numpty, maybe I can't see the wood for the trees. However I still insist that if I make a contract with someone I'll stick to it. And expect others to do the same. Silly isn't it...

There are TWO strange aspects. One is a customer who orders and cancels without ever have seen the merchandise. The other is the supplier Company who does not react. We here at times had such a situation and our message to the customer was do not pick it up and do not accept it -- it automatically will come back


THEN the legal aspect. Up until about 1990, law in Switzerland was that if you order something and are above 20-years you have to pay. But when CH adopted the EU laws the customers got the right of error which means that a customer can say at any time oh sorry, error, I do NOT Need it and this is LAW
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Old 19.07.2015, 15:50
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Re: Another example of great swiss customer service

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Yes, I know. But you see being an old man from the times when an agreement was made to uphold, I simply flounder when I hear 'i've got a better deal so f-off'.
You keep using "agreement", "upholding", "stick to the contract", do you mean to imply that I did not stick to the contract? The tone of your post not only implies that I was in the wrong, it also exaggeratedly implies that I had a bad attitude. I have to agree with Richdog about self-righteous here.

Lets go through it once more, the "contract" allowed me to cancel in 48hrs. I didnt make this up, it is them who voluntarily gave it to me, and I did what was within my right. I see nothing wrong with what I did.

The other point, which was actually my main complaint, is how they just shut up when I mentioned my right. Imagine you are having a discussion with someone, you ask a question that doesnt work in his favor, and he just turns around and walks away. If this is acceptable customer service to you, then I understand why you said you were never disappointed in 50 years.
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  #28  
Old 19.07.2015, 15:57
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Re: Another example of great swiss customer service

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But when CH adopted the EU laws the customers got the right of error which means that a customer can say at any time oh sorry, error, I do NOT Need it and this is LAW

Sorry Wolli, not true. There are only a few special cases where a customer can walk away within a certain time period. Ordering something over phone, mail, or Internet is not one of those cases:

https://www.admin.ch/opc/en/classifi...ndex.html#a40a
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  #29  
Old 19.07.2015, 15:59
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Re: Another example of great swiss customer service

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THEN the legal aspect. Up until about 1990, law in Switzerland was that if you order something and are above 20-years you have to pay. But when CH adopted the EU laws the customers got the right of error which means that a customer can say at any time oh sorry, error, I do NOT Need it and this is LAW
Not really Wolli.

Not too long ago swiss parliament rejected the proposal to implement a general right to cancel online orders. In fact at this moment admin.ch says there's no such right in CH on this page.

You are right though about EU, where the customer can cancel any contract within two weeks of delivery (as opposed to, within two weeks of having closed the contract) if the contract has been closed using means of telecommunication, which includes telephone, mobile, the web, email, etc.
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Old 19.07.2015, 20:32
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Re: Another example of great swiss customer service

You are simply the voice of common sense on the forum. With your well-oiled groan button keeping order on an otherwise chaotic interweb thingy.

BTW, how did your appointment with the three Billy Goats Gruff go?

Cheers,
Nick

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I know, it's the fact you can't see my nice and smiley happy face that has that effect.
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Old 19.07.2015, 21:16
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Re: Another example of great swiss customer service

I've never been disappointed either. But then I never start out with high expectations.

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Well friend, I've been here for nigh-on 50 years and I can't remember ever having been disappointed in any way with the service I get here.
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Old 04.11.2015, 12:14
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Re: Another example of great swiss customer service

Reviving the old thread to vouch for a positive experience with brack.ch
Ordered from them using payment by invoice. Mistakenly paid for the item twice, once at the post and once a few days later online. Received an email the next day asking for bank info to get the 2nd payment refunded.
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  #33  
Old 04.11.2015, 12:34
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Re: Another example of great swiss customer service

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Reviving the old thread to vouch for a positive experience with brack.ch
Ordered from them using payment by invoice. Mistakenly paid for the item twice, once at the post and once a few days later online. Received an email the next day asking for bank info to get the 2nd payment refunded.
That counts as a "positive experience"? That's not an example of good customer service, it's a automated check for duplicate payments which even a crappy shop would refund asap.
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Old 04.11.2015, 12:43
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Re: Another example of great swiss customer service

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That counts as a "positive experience"? That's not an example of good customer service, it's a automated check for duplicate payments which even a crappy shop would refund asap.
..and so as not to up their bookkeeping.
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  #35  
Old 04.11.2015, 13:07
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Re: Another example of great swiss customer service

at least you wern't buggered again this time
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Old 04.11.2015, 13:11
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Re: Another example of great swiss customer service

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at least you wern't buggered again this time
nor .ucked
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  #37  
Old 05.11.2015, 10:08
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Re: Another example of great swiss customer service

His bark is worse than his bite.

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Whew, Richdog, I agree with you but you do come off strong. .
These days, I never receive bad service. I just don't buy anything here.
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Old 05.11.2015, 10:44
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Re: Another example of great swiss customer service

"Reviving the old thread to vouch for a positive experience with brack.ch"


Glad you had a good experience, but here's my only ever encounter with Brack's customer service.


Ordered an item which cost only slightly more than the value where you have to pay a small order surcharge (which I didn't know about at the time, since I didn't need to pay it). Applied 10% discount voucher. Amount shown in checkout is then original order value minus 10% plus postage. Nothing more. Click Order.


When the bill comes, it's for dramatically more. They now charge original order value minus 10% plus postage plus small order surcharge (note that this did not appear on the original invoice. Generally when you order too little, they show the amount of the surcharge on checkout). Contacted customer service assuming it would be easy to get the bill reissued. No chance. Customer service was slow, unresponsive and just simply refused to remove the charge. In the end I just paid up since it was taking so much time.


These online style shops in CH are great when nothing goes wrong, but the terms and conditions are carefully written so that when there is a problem, you're screwed.
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Old 05.11.2015, 11:03
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Re: Another example of great swiss customer service

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"Reviving the old thread to vouch for a positive experience with brack.ch"


Glad you had a good experience, but here's my only ever encounter with Brack's customer service.


Ordered an item which cost only slightly more than the value where you have to pay a small order surcharge (which I didn't know about at the time, since I didn't need to pay it). Applied 10% discount voucher. Amount shown in checkout is then original order value minus 10% plus postage. Nothing more. Click Order.


When the bill comes, it's for dramatically more. They now charge original order value minus 10% plus postage plus small order surcharge (note that this did not appear on the original invoice. Generally when you order too little, they show the amount of the surcharge on checkout). Contacted customer service assuming it would be easy to get the bill reissued. No chance. Customer service was slow, unresponsive and just simply refused to remove the charge. In the end I just paid up since it was taking so much time.


These online style shops in CH are great when nothing goes wrong, but the terms and conditions are carefully written so that when there is a problem, you're screwed.

Basically there are three rules I live by when online shopping in Switzerland when making financially significant purchases (usually anything electronic):


1) Check if it's in stock in Media Markt, then check if it's in-stock at a major online shop based in Kanton Zurich, and then ask Media Markt to do a price match.
2) If item is not in Media Markt, only order from the major online stores that have physical customer service representatives within Zürich.
3) Read rules 1 and 2 until they sink in.
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