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Old 13.03.2011, 23:34
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Problem with newly bought furniture

Recently we bought some new furniture (sofas), from a large furniture store. It was delivered OK but we discovered on closer inspection some faults with the sofa. The company said they would send someone and would ring us for an appointment but afer visiting the store a few times and several calls to them they have still not called us to make an appointment to visit.

Is there a government body in Switzerland that deals with this? Ie, a consumer affairs if the store refuses to cooperate?

Thanks
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Old 13.03.2011, 23:36
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Re: Problem with newly bought furniture

Is the store Möbel Pfister by any chance?

But even if it isn't, you should start by writing a registered letter to their main customer service address explaining your grievance and telling them that you want it remedied immediately. Phone calls and visits are not "tangible", a registered letter gets people to focus.
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Old 13.03.2011, 23:49
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Re: Problem with newly bought furniture

HI, no it is not Pfister. I wont name them right now because I want to see if they lift their game first. Thanks for the tip.
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Old 15.03.2011, 22:19
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Re: Problem with newly bought furniture

Hi.

Does anyone know what the government agency is (in Zurich) that deals with disputes over purchases?
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Old 16.03.2011, 00:19
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Re: Problem with newly bought furniture

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Hi.

Does anyone know what the government agency is (in Zurich) that deals with disputes over purchases?
I'm not sure there is one. You may have to use a lawyer if things have gotten that bad. What are the terms & conditions that apply to the sale? Did you get a receipt with your goods? Was there a copy of the terms & conditions attached to the order?
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Old 16.03.2011, 00:30
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Re: Problem with newly bought furniture

2 year guarantee, receipts, problem noticed day after delivery, three weeks later and still no response to act on the problem from the supplier. Promises of sending someone out but it never happens. I am just mindful of whether there is a path to take to get some recourse if they decide not to act and ignore our requests for attention.
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Old 16.03.2011, 00:36
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Re: Problem with newly bought furniture

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2 year guarantee, receipts, problem noticed day after delivery, three weeks later and still no response to act on the problem from the supplier. Promises of sending someone out but it never happens. I am just mindful of whether there is a path to take to get some recourse if they decide not to act and ignore our requests for attention.
The government tends not to get involved in such things. Eventually you would need a lawyer if you decided to go to court.
Do you have legal insurance?
If not, then I suggest (as I did above) that you write them a registered letter laying out your expectations. It is difficult for them to ignore a registered letter as this may harm them later.

You did buy it from a reputable store didn't you?? There are also some fly-by-night furniture sellers who operate in the Zurich area and if you hit one of them...well you may be out of luck.
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Old 16.03.2011, 00:53
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Re: Problem with newly bought furniture

Its a reputable store, a large furniture chain.
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Old 16.03.2011, 00:59
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Re: Problem with newly bought furniture

If that's the case then you should be able to work something out.

We have purchased stuff from Möbel Pfister in the past. They don't do the repairs themselves, it is outsourced to a German company. They sometimes need a bit of time to get their backsides into gear... Your store may use a similar arrangement.

As I said, I would write their customer service people a registered letter and ask them to give it a high priority as you are fed up of waiting.
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Old 16.03.2011, 01:03
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Re: Problem with newly bought furniture

send them registered letter, written in german (since you are in the german part). If you write the letter in english, it is not legally binding in Switzerland and they can always claim they did not understand what you wrote them. They have x number of days to respond (10 days comes to mind, but not 100% sure on this). If they do not respond within this period, you can take further action (legal, complaint, etc). Save the receipt. You may need it later.

If they do not respond to the registered letter, they are clearly ignoring you and you have to persue it further yourself.

If you do not have legal insurance, get it. It can be useful for other things. It costs between chf 250-300 per year.

sales != service, in CH. Customer is not the King, in CH. The furniture is bought and paid for. You found the problem a day after. What is to stop them from saying you did not cause the damage after it was delivered and signed off?

I am not saying that you did, but that may be one way they are looking at it.

Often stores outsource delivery and installation to a 3rd party and perhaps there is a mix-up or the store is getting a different story from the delivery people.

I would suggest (again) you send them a registered letter, and also discuss the problem with someone local (someone who has been here a while and gone through the ropes quite a bit) and get their opinion too.

Hopefully you have not been "Switzerland'ed".

Good luck.
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