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Old 27.10.2013, 17:57
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I cannot, don't want, won't, don't expect me to...

This, in brief, summarises the responses from an on-line seller of electrical goods. I purchases a DAB PLUS radio transmitter from this Swiss company. First it arrived with instructions in German only. When I asked if they could send the instructions in the other official language of CH, i.e. French (considering the delivery address, it seemed obvious to me), I got a right rant about stocking 40.000 articles and having better things to do than checking in which language setting instructions were (well, this is your business, mate) and that I had to write to the manufacturer directly. I did, twice, still no reply.
I scanned the instructions then did a Google translation, but it transpires the model is incompatible with my car (even though it advertised as universal). I've asked to return the good for a refund, but again was told to bugger off, it said (in German) in the conditions that goods are not returnable.

Does anyone know what rules are about returning goods in Switzerland? Even if I should have been more careful about conditions and all, the really unpleasant, negative, "The customer is always wrong" attitude of this company was, at best, vexing.
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Old 27.10.2013, 18:03
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Re: I cannot, don't want, won't, don't expect me to...

Did you pay by credit card?
If so, does your credit card company offer any protection?
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Old 27.10.2013, 18:47
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Re: I cannot, don't want, won't, don't expect me to...

I think it has already been debited. With all the e-mails exchanged, waiting for replies etc, a good ten days have gone by.


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Did you pay by credit card?
If so, does your credit card company offer any protection?
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Old 27.10.2013, 18:50
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Re: I cannot, don't want, won't, don't expect me to...

Look in Obligation Recht (I believe you are a native German speaker?) the product must perform to the specification. If it states universal but is incompatble, then you might be entitled to your money back.... but then you might not actually get your money back ....

http://www.admin.ch/opc/en/classifie...009/index.html
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Old 27.10.2013, 18:51
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Re: I cannot, don't want, won't, don't expect me to...

From what I can gather, they only have to refund if the goods are faulty. It's a total pain, but it is very likely they will not take any responsibility for you ordering without understanding the information on the goods (same if you sign a contract you do not understand).
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Old 27.10.2013, 18:57
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Re: I cannot, don't want, won't, don't expect me to...

How about just googling the model? I'm pretty sure you'll find an online version of the manual.
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Old 27.10.2013, 19:00
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Re: I cannot, don't want, won't, don't expect me to...

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Look in Obligation Recht (I believe you are a native German speaker?) the product must perform to the specification. If it states universal but is incompatble, then you might be entitled to your money back.... but then you might not actually get your money back ....

http://www.admin.ch/opc/en/classifie...009/index.html

If I were a native German speaker, I would have not bothered asking setting instructions in French or English. Leider nicht!
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Old 27.10.2013, 19:01
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Re: I cannot, don't want, won't, don't expect me to...

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From what I can gather, they only have to refund if the goods are faulty. It's a total pain, but it is very likely they will not take any responsibility for you ordering without understanding the information on the goods (same if you sign a contract you do not understand).

Give me John Lewis, quick!
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Old 27.10.2013, 19:02
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Re: I cannot, don't want, won't, don't expect me to...

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How about just googling the model? I'm pretty sure you'll find an online version of the manual.
I tried, without much success. I get product description, but not setting instructions.
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Old 27.10.2013, 19:05
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Re: I cannot, don't want, won't, don't expect me to...

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Give me John Lewis, quick!
Hardly surprising people buy abroad cheaper when you can return at will. Of course Switzerland has better quality
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Old 27.10.2013, 19:21
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Re: I cannot, don't want, won't, don't expect me to...

Contact the card company anyway... its worth a phone call.
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Old 27.10.2013, 19:28
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Re: I cannot, don't want, won't, don't expect me to...

According to my knowledge swiss companies are not obliged to accept the return under any conditions, unless it is specified in the contract - so it is worth to read it (if it is an online store you should be able to find the general selling conditions on their website). If you can prove that you specifically wanted an universal appliance and it is not you can revoke an essential fault in the contract and demand a return.... however I don't know how the company itself will react, they can do nothing counting on the fact that for such an unimportant sum of money you won't contact any lawyer.
Besides that I think that their attitude is unacceptable. Gosh, some people will never learn the true meaning of "client service".
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Old 27.10.2013, 19:56
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Re: I cannot, don't want, won't, don't expect me to...

If it is indeed advertised as universal, and stated as such on the website- then you do have a case. I subscribe to a consumer magazine in Romandie (Bon ŗ Savoir) and as a member you do have access to their advice line and legal info + help in making claims and complains- as well as interesting articles and features.

You may also have a legal advice service as part of your car insurance or TCS.
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Old 28.10.2013, 17:08
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Re: I cannot, don't want, won't, don't expect me to...

I received at last today an e-mail from the manufacturer informing me that they had put an attachment with the instructions in English...except they are all in German! I want to scream!!!
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Old 28.10.2013, 17:25
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Re: I cannot, don't want, won't, don't expect me to...

Some Swiss people cannot comprehend that the reason we shop abroad is not to save money but the fact that the returns policies are so bad here.
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Old 28.10.2013, 17:46
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Re: I cannot, don't want, won't, don't expect me to...

I recently bought my universal DAB plus transmitter from amazon.de, came with instructions in 5 languages or so. If you have the Conrad one, I can probably find the instructions somewhere around the house. Anyhow simple installation for me, can talk you through it as well.
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Old 28.10.2013, 18:14
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Re: I cannot, don't want, won't, don't expect me to...

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I recently bought my universal DAB plus transmitter from amazon.de, came with instructions in 5 languages or so. If you have the Conrad one, I can probably find the instructions somewhere around the house. Anyhow simple installation for me, can talk you through it as well.
Alas, no, I've got the Imperial Dab 60 Plus. Thanks for the offer anyway.

World Radio Switzerland have also offered to help me getting it fixed, so who knows, there might be a happy ending!
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Old 28.10.2013, 18:23
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Re: I cannot, don't want, won't, don't expect me to...

Maybe (just maybe ...) our good friend Wolli will oblige with the instructions ?
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Old 28.10.2013, 18:26
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Re: I cannot, don't want, won't, don't expect me to...

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Maybe (just maybe ...) our good friend Wolli will oblige with the instructions ?
Oh, I hate it if someone asks me to do it in French! I'm sure he is very busy!
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Old 28.10.2013, 19:35
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Re: I cannot, don't want, won't, don't expect me to...

It is not really the solution you were looking for (was not able to find a EN version) but here is the PDF of the German instructions.

You could copy the sections you need and run it through Google Translate and at least get the basic idea.

Good luck.

Link: http://www.digitalbox.de/Marken/file...man_60plus.pdf
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