Ordered a mobile phone from Digitec as I needed something with web based mail on the move for a trip in 2 weeks, it arrived with a broken screen.

On the phone they agreed to send me a new phone when they recieved my broken one, and they received that the following day. When I asked if my new phone had been dispatched they told me they have sent it to a repair center.

I explained I did not want to buy an ex-damaged phone, but a new one and that I need it quick. This just resulted in trantrums from the call center staff, who were not helpful and downright rude.

The reply from the repair center was that a new screen will be available in 3 weeks.

Digitec have told me to basically stick it. They have refused not only to send me a new phone but they have refused to return my money.

So in return I am to launch a web based campaign against them to hopefully cause them as much inconvenience as they have caused myself and no doubt countless others.

Avoid this company at all cost, it could end up doubling the cost of your purchase, as it has with me. If you here of anyone using Digitec, warn them off.

You were prob better off dealing with this in person.

To be honest, your anti-Digitec campaing will probably go nowhere, as they provide the best choice and price around. And service in my experience.

Does suck, though, about not at least getting your money back.

On the other hand .... I've had nothing but excellent service from Digitec.

I'm sorry you've had a bad time with digitec and not to spoil your "let's ruin a company" campaign but I've ordered a phone from them as well as loads of other stuff and always found them excellent both with service and price. I will be ordering a new PC from them this week.

maybe you can show this message to them to really catch their attention, showing that you will take some actions with consequences..then you could get a new one ASAP..

sorry to hear your bad experience. on the other hand, i bought quite a few things from them, i was always happy.

I even ed up things once and ordered something which I did not mean to. They promptly took it back and refund.

Oh yes, it is called "Nötigung" and you'll go to court...

Well we as have many others have excellent service from them.

I've used them a few times now and so far no problems. I agree though that when coming from the UK at least, you need to recalibrate your expectations a little when dealing with Swiss on-line shops. The overall quality is on a different scale when dealing with the big UK-based online retailers in terms of choice, price, speed of delivery/stock levels and customer service when there are the inevitable occasional problems.

Used them many times and always been happy with the service.

Of course your mileage may vary, but I don't think you will achieve anything with your campaign. Why did you not buy a phone from a Swisscom shop? You could have dealt with any issues a lot quicker as it's all "face to face". I don't always trust online purchases to arrive within a 2 week period, and unfortunately a broken screen isn't really digitecs fault as it may have been faulty from the factory.

However, I hope you get your refund or a new phone asap.

I have had good experiences from them in the past, but this is the first time I have experienced customer service telling lies and when questioned about the lies they tell they just start shouting down the phone.

I doubt they'll miss my custom and I hope all your purchases go through as smoothly as my previous ones did but once bitten, twice shy. I'm outta there.

Just remember that it was sent to me broken, I sent it back to them, they refused to refund my money.

For a firm that is supposed to value customer service, its a joke.

They delkiver stuff that is working OK, just be wary that if yours falls through the QA gaps, you're in for rough treatment.

It seems you only really know a company when you have trouble in your order...

I understand how you feel and I am sorry you are going through this, have you tried having a native German speaker call? I do not knwo how good your German is but it might help.

All the best!

Sorry to hear about your experience. I myself found them reasonably priced, quite knowledgeable, convenient and friendly on both occasions I have used them.

I would keep calling until you speak to a more reasonable member of staff.. every company has its idiots.

or maybe you only really hear about a company when things go wrong. This could be a one in ten million event. Probably not representative.

Ive used Digitec a lot but its truie that you really on ly get the measure of a company when things go wrong... nothing ever has for me yet with Digitec. However, if I ordered a new phone that arrived damaged, and they refused to replace it with another new one, I would be massively peed off. A company is judged by after-sales support, and even if 1 in 200 instances are this bad then it's still a stain on the reputation. I feel for the OP and hope it gets sorted. Shame on Digitec.

I had similar experiences with numerous known and successfully selling companies like Sony Ericsson, Vaio or Samsung.
Oh I forgot to mention my experience with Appel, where the Helpdesk agent told me they are aware of the problem and since they were only sued in US, they are only replacing faulty products sold in US. Europe was not a concern since no judge forces them to act differently.
It drove me mad then. But all I could do was add them to my "never-again-buy-from" list and appreciate the role of consumer rights organizations / magazines in exercing pressure on companies with bad service.

So, as bitter as it may sound, your options as a consumer are not many.
Unless you are planning to consult your lawyer and/or file a law suit, you might want to consider going back to negotiation table.

There is a good chance, they have recorded the call, so if you send a written complaint and state the time and duration of the call, they might be able to find the recording, and a senior employee will listen into the call, and if the employee was indeed rude, and lied to you, they might offer some compensatio, or ship a new Phone.

I have never bought anytthing from Digitec, but this is the first time I hear anything negative about them.

Doc.