Go Back   English Forum Switzerland > Help & tips > Other/general
Reply
 
Thread Tools Display Modes
  #1  
Old 05.05.2015, 13:33
Forum Legend
 
Join Date: Feb 2007
Location: Zurich Unterland
Posts: 3,318
Groaned at 145 Times in 99 Posts
Thanked 4,850 Times in 1,930 Posts
smoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond repute
Faulty products and customer service in CH

Leading on from my replaced faulty freezer, I bring you the faulty shower gadget. One of those overhead "waterfall" heads and with a hand attachment.


We bought it last year, on "special",from one of those big retail everything on one floor shops, for installing later when our cellar was near completion, for the new shower there.


So, last week husband fitted it, and only the overhead waterfall part worked - when switching over to the hand shower only a trickle of water came out. Plus a cover for one of the pipes was missing in the packaging.


It was cheap, ok, marked down and further discounts on their Special Day. So husband was ready to throw it away. He was pissed off and ordered a new expensive one from a professional Sänitär.


On our mission out yesterday we (I) took it with because we needed something else from this shop. Took it to their customer service lady and told her it does not function - we'd like a refund/credit.


She said "You can only get a refund/exchange within one month of buying and this was bought 6 months ago, sorry". And walked away to attend another customer.
I did not budge, said it does not work, and we can`t use it.
She then said "OK, go and find a replacement".
I said "We already replaced it, so do not need a replacement".
She said "Well then go choose something else".
So we walked around and ended up with 10 ltrs of paint which we do need.


Moral of this story is: Do not take "No" for an answer for a faulty product.
She changed her mind slowly over the discussion because she could see she was not going to be able to fob us off.


But one has to approach these situations with a No Nonsense attitude, so first phsych yourself up!
Reply With Quote
The following 3 users would like to thank smoky for this useful post:
  #2  
Old 05.05.2015, 13:41
mirfield's Avatar
Moddy McModface
 
Join Date: Apr 2007
Location: Basel
Posts: 8,206
Groaned at 51 Times in 45 Posts
Thanked 8,098 Times in 2,956 Posts
mirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond repute
Re: Faulty products and customer service in CH

See this great FAQ, which was linked last week

Consumer rights FAQ
Reply With Quote
  #3  
Old 05.05.2015, 13:43
Divesnowboy's Avatar
Senior Member
 
Join Date: Feb 2011
Location: Konwileggdorf
Posts: 484
Groaned at 5 Times in 4 Posts
Thanked 353 Times in 166 Posts
Divesnowboy has an excellent reputationDivesnowboy has an excellent reputationDivesnowboy has an excellent reputationDivesnowboy has an excellent reputation
Re: Faulty products and customer service in CH

I bought a HDMI Wireless set up for my projector. Cost around 340CHF from Digitec. It stopped working, no one home, after a meagre few hours of viewing.
They took 5 days to answer a simple replacement request with instructions to send it in for 'review'. I said it doesn't work, kapputt, kapiche?!
No dice...I threw away the packaging too... which may affect their return policy.
Moral of the story, never shop at Digitec.
Reply With Quote
This user would like to thank Divesnowboy for this useful post:
  #4  
Old 05.05.2015, 14:06
TiMow's Avatar
Forum Legend
 
Join Date: Dec 2010
Location: Fribourg
Posts: 9,310
Groaned at 292 Times in 196 Posts
Thanked 12,189 Times in 5,300 Posts
TiMow has a reputation beyond reputeTiMow has a reputation beyond reputeTiMow has a reputation beyond reputeTiMow has a reputation beyond reputeTiMow has a reputation beyond reputeTiMow has a reputation beyond repute
Re: Faulty products and customer service in CH

I once bought printer ink from Digitec - it might have been cheaper, but that stopped working after a while, too.
Reply With Quote
  #5  
Old 05.05.2015, 14:11
dodgyken's Avatar
Forum Legend
 
Join Date: Apr 2010
Location: Democratic Republic Kenistan
Posts: 9,837
Groaned at 340 Times in 276 Posts
Thanked 17,506 Times in 6,683 Posts
dodgyken has a reputation beyond reputedodgyken has a reputation beyond reputedodgyken has a reputation beyond reputedodgyken has a reputation beyond reputedodgyken has a reputation beyond reputedodgyken has a reputation beyond repute
Re: Faulty products and customer service in CH

Quote:
View Post
I once bought printer ink from Digitec - it might have been cheaper, but that stopped working after a while, too.
Be fair - you did the same with your car - complaining it stopped working after 600km
Reply With Quote
  #6  
Old 05.05.2015, 17:17
Forum Legend
 
Join Date: May 2010
Location: north
Posts: 6,134
Groaned at 226 Times in 146 Posts
Thanked 5,094 Times in 2,632 Posts
rob1 has a reputation beyond reputerob1 has a reputation beyond reputerob1 has a reputation beyond reputerob1 has a reputation beyond reputerob1 has a reputation beyond reputerob1 has a reputation beyond repute
Re: Faulty products and customer service in CH

Quote:
View Post
I bought a HDMI Wireless set up for my projector. Cost around 340CHF from Digitec. It stopped working, no one home, after a meagre few hours of viewing.
They took 5 days to answer a simple replacement request with instructions to send it in for 'review'. I said it doesn't work, kapputt, kapiche?!
No dice...I threw away the packaging too... which may affect their return policy.
Moral of the story, never shop at Digitec.
You threw away.. never to be seen again packaging after a few hours?
Reply With Quote
  #7  
Old 05.05.2015, 17:24
22 yards's Avatar
Only in moderation
 
Join Date: Jul 2009
Location: Basel-Land
Posts: 6,611
Groaned at 188 Times in 147 Posts
Thanked 10,975 Times in 4,534 Posts
22 yards has a reputation beyond repute22 yards has a reputation beyond repute22 yards has a reputation beyond repute22 yards has a reputation beyond repute22 yards has a reputation beyond repute22 yards has a reputation beyond repute
Re: Faulty products and customer service in CH

Quote:
View Post
I bought a HDMI Wireless set up for my projector. Cost around 340CHF from Digitec. It stopped working, no one home, after a meagre few hours of viewing.
They took 5 days to answer a simple replacement request with instructions to send it in for 'review'. I said it doesn't work, kapputt, kapiche?!
No dice...I threw away the packaging too... which may affect their return policy.
Moral of the story, never shop at Digitec.
I predict the word "Digitec" will pop up often in this thread about poor/non-existent customer service.
Reply With Quote
The following 3 users would like to thank 22 yards for this useful post:
  #8  
Old 05.05.2015, 17:31
mirfield's Avatar
Moddy McModface
 
Join Date: Apr 2007
Location: Basel
Posts: 8,206
Groaned at 51 Times in 45 Posts
Thanked 8,098 Times in 2,956 Posts
mirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond reputemirfield has a reputation beyond repute
Re: Faulty products and customer service in CH

Quote:
View Post
No dice...I threw away the packaging too... which may affect their return policy.
If it's faulty, you're entitled to at least a repair, irrespective of packaging. If they get arsey about taking it back, offer them the packaging from your replacement
Reply With Quote
The following 3 users would like to thank mirfield for this useful post:
  #9  
Old 05.05.2015, 17:42
Occasional_Canadian's Avatar
Forum Veteran
 
Join Date: Apr 2012
Location: Dubi
Posts: 632
Groaned at 23 Times in 19 Posts
Thanked 1,310 Times in 480 Posts
Occasional_Canadian has a reputation beyond reputeOccasional_Canadian has a reputation beyond reputeOccasional_Canadian has a reputation beyond reputeOccasional_Canadian has a reputation beyond reputeOccasional_Canadian has a reputation beyond reputeOccasional_Canadian has a reputation beyond repute
Re: Faulty products and customer service in CH

Quote:
View Post
I predict the word "Digitec" will pop up often in this thread about poor/non-existent customer service.
I came here just to say that.

Digitec sucks.
Reply With Quote
This user would like to thank Occasional_Canadian for this useful post:
  #10  
Old 05.05.2015, 20:11
Forum Legend
 
Join Date: Feb 2007
Location: Zurich Unterland
Posts: 3,318
Groaned at 145 Times in 99 Posts
Thanked 4,850 Times in 1,930 Posts
smoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond reputesmoky has a reputation beyond repute
Re: Faulty products and customer service in CH

I was astounded at another excellent Service we encountered on Monday.

Husband has a sanding machine he bought 20 years ago from Festo (they sell professional industrial Tools).

It died last week - kaputo.

So on our trip on Monday we took it to their place in Dietikon.
We thought we were in the wrong place ........ immaculate building, nice comfy reception area - greeted by a guy who looked like a doctor (all clean, shiny and healthy looking) Explained about the machine dieing.

He invited us to go with him thru to their Workshops.

Workshop? Men in clean uniforms sittiing at Counters working on products. Machinery everywhere, computers for diagnosing problems, etc.

The workman we were introduced to immediately opened up the sander, diagnosed the problem, replaced the burnt out part, explained why it had burnt out - in 10 mins he`d also cleaned the machine, run a check on other parts including the cable and plug ends.

Cost of this service? Sfr9 for the part, Sfr9 for labour = Sfr19.
Reply With Quote
The following 4 users would like to thank smoky for this useful post:
  #11  
Old 05.05.2015, 20:33
MidfieldGeneral's Avatar
Forum Veteran
 
Join Date: Oct 2008
Location: Zürich
Posts: 1,415
Groaned at 54 Times in 51 Posts
Thanked 2,572 Times in 1,083 Posts
MidfieldGeneral has a reputation beyond reputeMidfieldGeneral has a reputation beyond reputeMidfieldGeneral has a reputation beyond reputeMidfieldGeneral has a reputation beyond reputeMidfieldGeneral has a reputation beyond reputeMidfieldGeneral has a reputation beyond repute
Re: Faulty products and customer service in CH

Sent an email to the sbb.ch website asking for the price of a return train journey to Venice from Zurich at specific times and dates as per their schedule. Got back an email for a one way journey via Munich on another date. Not the first time this has happened to me.
Reply With Quote
  #12  
Old 05.05.2015, 20:59
Hobs's Avatar
Member
 
Join Date: Aug 2012
Location: Mostly Amsterdam
Posts: 101
Groaned at 0 Times in 0 Posts
Thanked 146 Times in 86 Posts
Hobs has earned some respectHobs has earned some respect
Re: Faulty products and customer service in CH

Younger son and I have just returned from Aldi, having taken back our second (!) Medion notebook computer. Both developed the same fault, where the monitor would suddenly, inexplicably and persistently return to the home screen. Infuriating, and a pity, because it was a great little computer for the money. First time, got our money back immediately, no questions asked; second time, got a slightly less eager to please sales assistant who told us a repair was in order. No chance. There was a polite but vigorous exchange of views, however having the receipt, packaging and our reasoning given in our best German stood us in good stead and we parted on friendly terms.

TL;DR as smoky says, a bit of persistence can pay off, especially if you have your receipt etc.

Hobs
Reply With Quote
This user would like to thank Hobs for this useful post:
  #13  
Old 05.05.2015, 21:00
Forum Legend
 
Join Date: Jun 2008
Location: Zurich
Posts: 4,654
Groaned at 152 Times in 118 Posts
Thanked 9,578 Times in 3,220 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: Faulty products and customer service in CH

Quote:
View Post
Sent an email to the sbb.ch website asking for the price of a return train journey to Venice from Zurich at specific times and dates as per their schedule. Got back an email for a one way journey via Munich on another date. Not the first time this has happened to me.
Customer service went the extra mile and you are still not satisfied
Reply With Quote
This user would like to thank k_and_e for this useful post:
  #14  
Old 05.05.2015, 21:25
Forum Legend
 
Join Date: Sep 2010
Location: Neuchatel
Posts: 19,377
Groaned at 369 Times in 276 Posts
Thanked 22,384 Times in 10,071 Posts
Odile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond repute
Re: Faulty products and customer service in CH

Quote:
View Post
Be fair - you did the same with your car - complaining it stopped working after 600km
My bil did that in the UK- car stopped after 200m (brand new Merc) - he called a taxi to take him to work and went berserk with the garage- calling them everything under the sun. His secretary got a call 2 hrs later to say the car would be delivered to his work soon, and to remind him to put petrol in it, next time
Reply With Quote
The following 3 users would like to thank Odile for this useful post:
  #15  
Old 05.05.2015, 21:31
Jern's Avatar
Forum Veteran
 
Join Date: Feb 2008
Location: Bern
Posts: 907
Groaned at 11 Times in 10 Posts
Thanked 1,091 Times in 470 Posts
Jern has a reputation beyond reputeJern has a reputation beyond reputeJern has a reputation beyond reputeJern has a reputation beyond repute
Re: Faulty products and customer service in CH

Quote:
View Post
I came here just to say that.

Digitec sucks.
Digitec used to be OK. Maybe becoming part of the Migros group hasn't done it any favours.
Reply With Quote
  #16  
Old 05.05.2015, 21:41
Divesnowboy's Avatar
Senior Member
 
Join Date: Feb 2011
Location: Konwileggdorf
Posts: 484
Groaned at 5 Times in 4 Posts
Thanked 353 Times in 166 Posts
Divesnowboy has an excellent reputationDivesnowboy has an excellent reputationDivesnowboy has an excellent reputationDivesnowboy has an excellent reputation
Re: Faulty products and customer service in CH

Quote:
View Post
You threw away.. never to be seen again packaging after a few hours?
I did, I assumed it would be clean, never assume anything right?
Reply With Quote
  #17  
Old 05.05.2015, 22:05
Forum Veteran
 
Join Date: Aug 2014
Location: Basel
Posts: 884
Groaned at 19 Times in 14 Posts
Thanked 564 Times in 349 Posts
Meerkat33 is considered knowledgeableMeerkat33 is considered knowledgeableMeerkat33 is considered knowledgeable
Re: Faulty products and customer service in CH

I found out that they usually at the very least let you change the merchandise for something else.
I had a good experience with digitec tbh, once I ordered a graphic card that did artifacts (like small squares on the screen under heavy load) and too much noise, i said take it back and put the money on my digitec account because i changed my mind i want another one. As soon as they got it they did that immediately.
Reply With Quote
This user would like to thank Meerkat33 for this useful post:
  #18  
Old 01.06.2015, 19:56
Divesnowboy's Avatar
Senior Member
 
Join Date: Feb 2011
Location: Konwileggdorf
Posts: 484
Groaned at 5 Times in 4 Posts
Thanked 353 Times in 166 Posts
Divesnowboy has an excellent reputationDivesnowboy has an excellent reputationDivesnowboy has an excellent reputationDivesnowboy has an excellent reputation
Re: Faulty products and customer service in CH

It took over a month but Digitec sent me a new replacement unit.
Slow but I got a new one.
Reply With Quote
The following 2 users would like to thank Divesnowboy for this useful post:
Reply

Tags
customer service, faulty products, refunds




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
Customer service differences between Romandie and German-speaking CH RomandieFan Daily life 1 14.04.2013 20:22
Faulty Receiver, Bad Service and Consumer Rights manu3d Other/general 0 13.11.2011 03:38
Customer service position English and German speaking in Zürich PatMc Jobs offered 6 28.10.2011 09:43
Sunrise and customer service:-( portsmouth68 Complaints corner 5 19.09.2009 13:35


All times are GMT +2. The time now is 13:38.


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