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Old 17.07.2015, 17:06
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Another example of great swiss customer service

I ordered a bulky item online from a shop in the german part. There were 2 options, to pay by invoice or bank transfer in advance. I chose to pay in advance, and the t&c stated clearly that I have the right to withdraw the order within 48hrs, free of charge, no questions asked, either by fax or email.
8 hrs later, found a better deal, emailed to cancel the order. The next morning, the shop emailed back, saying Sorry, we have already shipped the item, you have to return it to us. Note that I haven't paid yet.
I wrote back right away, mentioning the 48hr rule, saying I should not have to pay for anything (because if I return it, I have to pay the post for the bulky item). Haven't heard back for 4 days. Note how quickly they answered the first email, and how quickly they just shut up when I mentioned the 48hr rule.
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Old 17.07.2015, 17:09
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Re: Another example of great swiss customer service

You'll never hear back from them - they'll cancel it and get it back from the shipping company, but apologising for a mistake is a capital offense in Swiss customer service.
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Old 17.07.2015, 17:43
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Re: Another example of great swiss customer service

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I ordered a bulky item online from a shop in the german part. There were 2 options, to pay by invoice or bank transfer in advance. I chose to pay in advance, and the t&c stated clearly that I have the right to withdraw the order within 48hrs, free of charge, no questions asked, either by fax or email.
8 hrs later, found a better deal, emailed to cancel the order. The next morning, the shop emailed back, saying Sorry, we have already shipped the item, you have to return it to us. Note that I haven't paid yet.
I wrote back right away, mentioning the 48hr rule, saying I should not have to pay for anything (because if I return it, I have to pay the post for the bulky item). Haven't heard back for 4 days. Note how quickly they answered the first email, and how quickly they just shut up when I mentioned the 48hr rule.

Maybe you'd have complained otherwise if it hadn't been delivered quick enough. Nor can I see why they should respond to your mentioning the 48hr rule - it can be assumed the case is closed (according to the T+C). In any case you have incurred the company costs so I wouldn't be so quick about telling us all about bad Swiss service.
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Old 17.07.2015, 17:57
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Re: Another example of great swiss customer service

Then the company should wait 48 hrs before sending things out... I don't believe for 1 second it was sent. Just trying it on more like.
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Old 17.07.2015, 17:59
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Re: Another example of great swiss customer service

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I chose to pay in advance, and the t&c stated clearly that I have the right to withdraw the order within 48hrs, free of charge, no questions asked, either by fax or email.

8 hrs later, found a better deal, emailed to cancel the order. The next morning, the shop emailed back, saying Sorry, we have already shipped the item, you have to return it to us. Note that I haven't paid yet.
I wrote back right away, mentioning the 48hr rule, saying I should not have to pay for anything (because if I return it, I have to pay the post for the bulky item).
The first part does not necessarily equal the second part. The first part may suggest there is no penalty clause for cancelling or a restocking fee as some companies like to call it.

The second part may be covered by their returns policy - which may indicate you are liable to postage. And in fact may include a restocking fee.

Backing out of the order would merely negate a restocking charge.

As per Busby, I'd wait until the dust settles before you jump up and down about bad customer service.
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Old 17.07.2015, 18:01
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Re: Another example of great swiss customer service

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In any case you have incurred the company costs so I wouldn't be so quick about telling us all about bad Swiss service.
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. There were 2 options, to pay by invoice or bank transfer in advance. I chose to pay in advance, [...] Note that I haven't paid yet.
If the company sends the order before the pre-payment arrived it is the company's sole and own risk.
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Old 17.07.2015, 18:42
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Re: Another example of great swiss customer service

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If the company sends the order before the pre-payment arrived it is the company's sole and own risk.

Yea, well, we are talking about peanuts here. But we are also talking about acting in good faith - the supplier of the article you ordered did just that - hoping maybe to get a long-time customer by showing prompt and faithfull service - and now?
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Old 17.07.2015, 21:26
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Re: Another example of great swiss customer service

Since we are talking about customer service, lets look at it from the customer's side:
- I was given the right to cancel the order, free of charge, and did within 48hrs.
- I give them the benefit of the doubt that they went the extra mile to send the item early to make the customer happy, but the fact is that they did not follow the procedure, and it resulted in a screw up. It was within 48hrs and I havent even paid.
- Did I mention that they stop responding when I ask about my rights? This, for me, is the biggest put off.

Update: I've received a notice from the post that a certain bulky item is waiting for me at the post and kinda not sure how to deal with it.
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Old 17.07.2015, 21:46
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Re: Another example of great swiss customer service

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Since we are talking about customer service, lets look at it from the customer's side:
- I was given the right to cancel the order, free of charge, and did within 48hrs.
- I give them the benefit of the doubt that they went the extra mile to send the item early to make the customer happy, but the fact is that they did not follow the procedure, and it resulted in a screw up. It was within 48hrs and I havent even paid.
- Did I mention that they stop responding when I ask about my rights? This, for me, is the biggest put off.

Update: I've received a notice from the post that a certain bulky item is waiting for me at the post and kinda not sure how to deal with it.
doesn't it get sent back automatically if you don't pick it up within the allotted time frame. saves you posting it back!
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Old 17.07.2015, 22:12
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Re: Another example of great swiss customer service

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Update: I've received a notice from the post that a certain bulky item is waiting for me at the post and kinda not sure how to deal with it.
According to the best EF tradition, you should pick it up, write another post that you don't want it, another one that the company claims that you accepted after 48 hours and get no money back, another about consumer right etc etc.
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Old 18.07.2015, 10:50
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Re: Another example of great swiss customer service

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Since we are talking about customer service, lets look at it from the customer's side:
- I was given the right to cancel the order, free of charge, and did within 48hrs.
- I give them the benefit of the doubt that they went the extra mile to send the item early to make the customer happy, but the fact is that they did not follow the procedure, and it resulted in a screw up. It was within 48hrs and I havent even paid.
- Did I mention that they stop responding when I ask about my rights? This, for me, is the biggest put off.

Update: I've received a notice from the post that a certain bulky item is waiting for me at the post and kinda not sure how to deal with it.
Go to the post office and tell them to return it.... or wait the time period noted on your slip and it's returned automatically.
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Old 18.07.2015, 10:50
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Re: Another example of great swiss customer service

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Yea, well, we are talking about peanuts here. But we are also talking about acting in good faith - the supplier of the article you ordered did just that - hoping maybe to get a long-time customer by showing prompt and faithfull service - and now?
How's those rose tinted glasses?
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Old 18.07.2015, 13:13
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Re: Another example of great swiss customer service

Getting a bulky item returned may be rather expensive for the sender.

For fairness' sake I'd ask the company what they prefer, though if they want you to accept and return immediatly the postage should be paid by the recipient. And of course get that in writing, e.g. confirmed by email before you accept delivery.
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Old 18.07.2015, 13:16
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Re: Another example of great swiss customer service

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How's those rose tinted glasses?

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'.
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Old 18.07.2015, 13:22
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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'.
Then maybe you should get your wizened visage out of the past and into the modern world, and stop being such a self-righteous fuddy duddy. The OP was completely in the right with his cancellation, and having lived here for coming on 8 years it is exactly the kind of trick that Swiss customer services try and pull. What is even more bizzarre are the numpties like yourself who inexplicably and head-scratchingly defend them for trying it on.
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Old 18.07.2015, 13:36
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Re: Another example of great swiss customer service

Maybe they are keeping quiet until 48 hours and say there's no registered letter confirming cancellation! :P
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Old 18.07.2015, 13:47
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Then maybe you should get your wizened visage out of the past and into the modern world, and stop being such a self-righteous fuddy duddy. The OP was completely in the right with his cancellation, and having lived here for coming on 8 years it is exactly the kind of trick that Swiss customer services try and pull. What is even more bizzarre are the numpties like yourself who inexplicably and head-scratchingly defend them for trying it on.

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...
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Old 18.07.2015, 13:54
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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...
Yes, in 50 years you have NEVER been disappointed with ANY service you have received in Switzerland. Of course, very realistic and believable...

Terms and conditions of a purchase are exactly what they say they are, and the right to cancel an online purchase is essential... regardless of your outdated notions of how things were 100 years ago when the internet was but a twinkle in your eye.

Last edited by Richdog; 18.07.2015 at 14:11.
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Old 18.07.2015, 15:10
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Re: Another example of great swiss customer service

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Yes, in 50 years you have NEVER been disappointed with ANY service you have received in Switzerland. Of course, very realistic and believable...

Terms and conditions of a purchase are exactly what they say they are, and the right to cancel an online purchase is essential... regardless of your outdated notions of how things were 100 years ago when the internet was but a twinkle in your eye.

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.
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Old 18.07.2015, 17:24
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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...
You are too right.
Well I`ve only been here for Thirty-odd years and have been less pissed on than every visit back to the "Old Country".
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