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Old 30.12.2012, 15:44
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Crook Sunrise (

Hello !
A friend advised me that the gang of Sunrise is ripping off his customers (again!) with another malicious strategy.

Those with a FLEX contract will have their conversations billed per minute (instead of per second) as of 1.02.2013. This may EASILY DOUBLE your monthly bill !!!

To avoid this, just contact SUNRISE (call/contact form/mail) and inform you are against this change in your contract.

PS. Feel free to add a 'few nice comments' to prove how engaged you are to companies with such poor practices
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Old 30.12.2012, 15:50
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Re: Crook Sunrise (

As much as I agree that it is so much better per second...it is not ripping off...the customers are informed...it says in your contract that they can do pretty much whatever they want...and whatever you do unfortunately is not going to change things. The fact that they will double the internet quota for Flex is also malicious?
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Old 30.12.2012, 16:32
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Re: Crook Sunrise (

Cancel your contract, and when it ends, buy a pre-paid SIM. Then you are not tied to one supplier, simple really isn't it?
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Old 30.12.2012, 16:34
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Re: Crook Sunrise (

No...it is not that simple...because then you would not be able to complain for something that you have signed up for


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Cancel your contract, and when it ends, buy a pre-paid SIM. Then you are not tied to one supplier, simple really isn't it?
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Old 30.12.2012, 16:46
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Re: Crook Sunrise (

its not the first time ive heard of sunrise ripping off their customers.. many of my friends have complained of the same issues.. sorry
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Old 31.12.2012, 21:01
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Re: Crook Sunrise (

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its not the first time ive heard of sunrise ripping off their customers.. many of my friends have complained of the same issues.. sorry
Sunrise have been nothing but a PITA to me and I'll never again sign a contract with that SOB company. They just ripped off my 65-year-old father as well - lied to him on the phone about the actual cost of a new contract they ended up selling him and now refuse to answer his calls and signed letters. He never signed anything but they simply don't answer his requests. He went to the local Sunrise store three times. Each time, they told him they'd escalate the matter and that someone would call him back. Never happened. Now he ended up forwarding the issue to his legal insurance company.

I have the strong feeling that a significant part of Sunrise's business model is based on cheating and ripping off their own customers.
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Old 01.01.2013, 07:06
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Re: Crook Sunrise (

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...
I have the strong feeling that a significant part of Sunrise's business model is based on cheating and ripping off their own customers.
Said Dawiz who works for [insert competitor here].
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Old 01.01.2013, 08:27
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Re: Crook Sunrise (

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No...it is not that simple...because then you would not be able to complain for something that you have signed up for
To be fair, he signed up for per second billing and got moved to per minute.

It's ok saying there's a clause saying that terms can change, but luring people to commit to an offer then changing it so significantly is a bit unfair IMO. "Crooks" is probably a bit harsh, but "shysters" certainly fits.
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Old 01.01.2013, 08:38
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Re: Crook Sunrise (

Sunrise sold me a contract under false presences a couple of years ago. They displayed a complete misunderstanding of the concept of customer service and were extremely aggressive in all their written dialogue. Every different person I spoke to told me a different and inconsistent story and many times they did not follow up with the actions that they promised.

I will certainly never do business with Sunrise again. In contrast, Swisscom are a pleasure to deal with.
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Old 01.01.2013, 09:16
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Re: Crook Sunrise (

I am surprised you are saying this because you know the world we live in: your cable provider, bank or telephone do or, unfortunately, can do the same. It would certainly bug me too if they changed the terms but it is absurd to complain after signing a contract (most of the time without reading it).


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To be fair, he signed up for per second billing and got moved to per minute.

It's ok saying there's a clause saying that terms can change, but luring people to commit to an offer then changing it so significantly is a bit unfair IMO. "Crooks" is probably a bit harsh, but "shysters" certainly fits.
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Old 01.01.2013, 14:56
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Said Dawiz who works for [insert competitor here].
I'm a teacher at a public school - I doubt they're a Sunrise competitor :-)
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Old 01.01.2013, 15:51
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Re: Crook Sunrise (

Don't be so negative people (against Sunrise). You still have a choice. Not happy with a provider (no matter which service)? Then deal with the terms or finish your contract and move on. If you really think Sunrise's competition are not doing the same to their contracted customers... then you have a rude awakening someday

If you don't like it, start a fire and send some smoke signals
JC
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Old 05.01.2013, 08:08
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Re: Crook Sunrise (

Interestingly most of my friends that have stayed here for long, and all the (few) Swiss people I know, urge everybody they know against making contracts with Sunrise.
Orange on the other hand is considered good enough to deal with. Swiss people still consider their network crappy and would always advise me to get Swisscom instead but nobody ever told me that Orange will try to screw me over.
Swisscom is by general consensus (that is, according to the people I've asked ) the one to get if you value your personal tranquility.

After this prologue, I have to say I got Sunrise DSL+fixed phone at home, and I've had to call their customer service 4 times in order to get a bonus sorted. They supposedly give you 10 francs of credit for free every month on your prepaid SIM card as a combination offer, and still, after 4 calls in 2 months, I haven't received this bonus yet.
I don't care much because this Sunrise prepaid is not used at all any more, but this is a good reason for me to avoid them in the future for something I do need.

And an interesting point is that 2 out of the 4 calls, I have got the same customer service rep, whose French is really horrible.
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Old 17.01.2013, 12:34
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Re: Crook Sunrise (

This company is a total joke and I would recommend anyone looking for a phone provider to look elsewhere. They seem to have no ethics or morals, are totally inefficient when there is a problem, and their incompetent staff are trigger happy to send bills to Inkasso which can then affect your ability to get any type of credit. Even when they admit their mistakes, there is no remorse or apology, rather an arrogant "we are all human - f**k the consequences" attitude toward their customers. I think their billing service uses some sort of random number generator to calculate charges.....

I should have maybe known the journey wasnt going to be a comfortable one after it took 25 minutes to finally speak to someone about my problem on the English phone service - by this time my mind was numb after having to endure the constant playing of "all you need is a Sunrise" from the music-on-hold. (come on Sunrise, the song may have your name in it but its monotonous drivel)

My first problem was that I was receiving monthly bills for a phone which I had lost. I had asked for a replacement SIM 2 months previously but still nothing had arrived. After speaking with the Bangledesh(?) call centre for what seemed hours I finally found someone who understood the problem and a few days later a new SIM finally arrived.... weeeee! However, despite paying for international roaming, the SIM just didnt work well abroad. In the end I decided to cancel my service and so wrote in August 2012 to Sunrise to advise them of the cancellation. Sunrise advised me there would be an early termination fee. I had two phone numbers so in late September 2012 got a written confirmation of cancellation of contracts - one bill was calculated to be CHF 210 (up to mid March 2013) and the other was CHF 180 (up to mid February 2013)

I was in discussion with Sunrise over getting a calculation of the termination charges but in December 2012 they decided to pass my account to Inkasso Itnerim Justia, who sent me a bill for over CHF 523 - when I asked what this was for they sent me invoices June-December 2012 totalling 350 CHF (there were no calls made during this time). I insisted that the account was cancelled and asked why Sunrise had referred bills to them relating to October-December 2012 as I had a letter in front of me saying the account contract had been terminated in September - they couldnt help and referred me back to Sunrise, after of course saying I must pay their CHF 523 immediately to stop further court proceedings. I paid the bill and went back to Sunrise....

After spending an hour on the phone to Sunrise, the lady there admitted that Sunrise had indeed made an error and said that "for some reason they had reopened the contract after it had been terminated and so I had continued to be billed (Oct - Dec 2012)". She said she would speak to the department responsible and send me an amended termination invoice, adjusting for the Oct-Dec payments made via Interim Justia, which arrived with me 3 days later. The termination bill though, now totalled CHF 411 after adjustments and stated that the termination charges were now suddenly CHF 360 and CHF 90 - higher than those quoted in September 2012

Perplexed, I called back to Sunrise and insisted that the bill could not be right as it was higher than the September 2012 bill and I had already made payments relating to October-December 2012 (via Inkasso IJ). I argued that as a worst case scenarion the new bill should only be about CHF 90 being CHF 25pcm line rental Jan-mid Feb for one bill and the same Jan-mid March 2013 for the other. After another hour on the phone the representative accepted that Sunrise had made an error in reconnecting the service when I hadnt asked for it, and billed me in error for Oct-Dec 2012 as a result of this, AND had now sent out a final (adjusted bill) that was wrong and hugely inflated!!!!! She promised someone would call me back after a day or so and gave me a case number. She also confirmed there were no outstanding payments on the account. How many unsuspecting people would have paid this CHF 411 eroneous bill?????? (do Sunrise use a random number generator to work out charges or roll a dice)?

Imagine my delight when this week, on 14th January I got another bill from the Inkasso, from IJ again, this time claiming for a 50 CHF (2x25 CHF) bill which they say refers to January 2013 and had not been paid. The eroneous Sunrise bill to which it referred was only dated 1 Jan 2013 and had a pay-by date of 31 January 2013, and actually only arrived by post today 17 January!!!!!......Sunrise had referred a bill to Inkasso which 1) IF VALID wasnt even due until 31 January, 2) by their own admission wasnt valid and shouldnt have even been issued (since no bills should have been sent out after September 2012)

The Inkasso lady insisted she was just doing her job, and also want CHF 58 for their admin charges which they insisted I needed to pay

So I speak to Sunrise again today with my case number and tell them what is happening. The lady seemed oblivious to any previous notes made on the file and insisted all bills to date were issued correctly - she also advised that there was now another bill with their legal departmlent that would shortly be referred to Inkasso for charges Feb 2013 - huh???? - its only January! For 45 minutes she refused to accept that Sunrise had done anything wrong and directly contradicted the ladys admission of guilt who I spoke to last week, at which stage I started to feel I was getting nowhere and wanted to pull my hair out. She didnt seem to want to allow me to speak and kept butting in until I finally asked her to STOP, and listen to her customer....and refer to the previous client notes

Finally after making me wait another 30 minutes whilst she "needed to speak to someone in another department" and listen to the intolerable waiting-music, she came back and admitted that Sunrise had indeed made an error in 1) not cancelling the contract back in September and 2) sending me bills for Oct Nov and Dec, AND 3) raising a bill for January and sending it to Inkasso before it was even due.

NO APOLOGY was forthcoming but she did insist that someone would call me back to discuss...... I mean WHAT????.... and that she couldnt do anything.

I said I needed 1) the new CHF 411 bill with the wrong charges cancelled 2) the Inkasso contacted by Sunrise and advised that the bill for January 2013 CHF50+58 charges was invalid and 3) any other pending bills stopped and cancelled before they were also sent to Inkasso.

She finally agreed, but Im no further along really as she said she couldnt do this and I would have to wait to speak to someone else - "they will hopefully contact you either today or tomorrow"

The end result of being with Sunrise is as follows -

1) They charged for international and roaming Tarifs on phones which performed very poorly outside Switzerland
2) It took over 2 months to send a replacement SIM card
3) Continual overzealous charging of late or reminder fees - (phones cut off if bill not paid on time (tough if you travel with work for weeks at a time) and when you do pay the original bill you find you are still cut-off as they seem to have issued a reminder/late fee just before any payment arrives with them)- the account always seems therefore to be behind with the reminder fee! You ring and they say "yes its cut off because theres CHF 25 reminder fee oustanding so you pay it but in the meantime they issue another one.... chasing the tail comes to mind)
4) Horrible customer service where it takes often 30 minutes to get through on the English number and then no one seems to ever know whats going on and can only promise call backs which dont happen
5) Unreasonably high charges for early termination (I knwo this is in their T and C and can understand if you have an Iphone and want to cancel after a month but can you really justify charging fees of CHF 500-1000 for a phone valued at about 20 CHF???.......when the termination is because the service doesnt work!)
6) Inability of billing service to actually terminate an account after they have confirmed in writing to you that it has been done, resulting in eroneous bills continuing to be sent out
7) Refusal of customer service people to accept they have made errors and seemingly no ability of anyone to do anything about it other than make notes on file and promise someone else will call
8) None adherence to their promises of calling when they say they will call
9) Overzealous referral of even disputed bills to Inkasso, incurring additional charges and affecting personal credit score
10) Overzealous referral of bills to Inkasso even BEFORE the buill has been received by the client and before the due date
11) No remorse or APOLOGY, EVER

I suppose Sunrise do have a large market share in Switzerland and see themselves as a corporate giant interested only in profit at the expense of their customers and service.

So if you are looking for a phone provider, for your own sanity, LOOK ELSEWHERE. This company couldnt organise a raffle at a gamblers anonymous meeting.... EPIC FAIL Sunrise. I wonder how my claim for compensation will be handled, given the now 5 hours I have spent trying to sort this out?!
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Old 17.01.2013, 12:49
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Re: Crook Sunrise (

Thanks for cdcdoc, NotAllThere, st2lemans for groaning at me - I'll make sure to return the favor should the opportunity present itself.
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Old 17.01.2013, 12:58
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Re: Crook Sunrise (

someone must have been listening, the ceo of sunrise got the push today

er, I mean left to pursue other interests, lucky they had a new ceo ready and waiting lol
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Old 17.01.2013, 12:59
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Re: Crook Sunrise (

I used Sunrise for landline calls for a few years and actually getting out of the contract was hard work. They record and accept a phone statement to start a contract, but ignored my written cancellation.

I had a "customer services" operative hung up on me when I tried to question why they were still sending bills.

It's a few years back now but leaves a bd taste and makes me add to threads like this...
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Old 17.01.2013, 13:01
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Re: Crook Sunrise (

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This company is a total joke and I would recommend anyone looking for a phone provider to look elsewhere. They seem to have no ethics or morals, are totally inefficient when there is a problem, and their incompetent staff are trigger happy to send bills to Inkasso which can then affect your ability to get any type of credit. Even when they admit their mistakes, there is no remorse or apology, rather an arrogant "we are all human - f**k the consequences" attitude toward their customers. I think their billing service uses some sort of random number generator to calculate charges.....
Unfortunately, what you just described shows a pattern that I keep on seeing over and over again in posts about Sunrise. When I cancelled my last contract (I didn't cancel early to avoid Sunrise's insane early cancellation fees), they kept on billing me for another 5 months. I immediately called customer service when I received the first bill. After spending around an hour with a customer service rep in Germany, they admitted that an error was made and told me to throw the bill away. About 20 days later, I received a "Mahnung", including 19 Fr. of "Mahngebühren" for the bill that had allegedly been cancelled. I paid the amount because I already knew that the next step on Sunrise's part would be to forward everything to Intrum. After I paid, I sent them a signed letter, including a copy of the cancellation confirmation they themselves had sent me four months earlier, demanding that the contract would be cancelled and the money, including the "Mahnspesen" would be paid back to me. I didn't receive any reply whatsoever. Instead, I got another bill a couple days later for another month of service. I paid the bill (knowing full well what would happen if I didn't) called them again upon which they, again, admitted that there's a problem in the billing system and that I wouldn't be receiving another bill and that they'd call me back to arrange for a refund for the two months + Mahnspesen I had already paid. Nothing happened - I never got a call back, instead I kept on getting another 3 bills altogether. Each was one answered by me with a signed letter to them - all of which were completely ignored. After a total of five bills, I ended up forwarding the matter to my legal insurance. They sent another signed letter to Sunrise and, which I thought was very funny, forwarded my refund request to an Inkasso office themselves who now went after Sunrise. It took less than 10 days until I received another cancellation confirmation from Sunrise. Two days later, I got a payment avis from my legal insurance and I got all my money back. Since then, I haven't received any additional bills. However, I never got an apology form Sunrise, either.

As I mentioned earlier, my father was cheated into a very expensive contract over the phone. He's still receiving bills for that. He's now hired a lawyer who's trying to get the matter settled through the Ombudsman.
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Old 17.01.2013, 13:30
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Re: Crook Sunrise (

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Sunrise have been nothing but a PITA to me and I'll never again sign a contract with that SOB company. They just ripped off my 65-year-old father as well - lied to him on the phone about the actual cost of a new contract they ended up selling him and now refuse to answer his calls and signed letters. He never signed anything but they simply don't answer his requests. He went to the local Sunrise store three times. Each time, they told him they'd escalate the matter and that someone would call him back. Never happened. Now he ended up forwarding the issue to his legal insurance company.

I have the strong feeling that a significant part of Sunrise's business model is based on cheating and ripping off their own customers.
So a stranger phones you up & offers an attractive sounding service. Then you (or your father) accept the service without reading any contract. Sorry but it is hard to feel sympathy for you? Remember Caveat emptor (Let the buyer beware).
Your point about "He never signed anything " is probably not relevant - usually these telephone sales people follow a process which is considered legally equivalent in Switzerland to signing a contract.

Possibly the telephone caller was not even a Sunrise employee; many vendors today use 3rd party telephone call centres who are paid on a commission only basis.

Myself I would never take a service without reading the contract first.
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Old 17.01.2013, 13:36
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Re: Crook Sunrise (

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This company is a total joke and I would recommend anyone looking for a phone provider to look elsewhere.
Thanks for sharing! I thought about joining the SUNrise, but not sunny at all over there as I see!
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