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  #21  
Old 18.11.2017, 12:14
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Re: galaxus.ch has terrible customer support

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Thanks, and if he has tips for our members on how to get better results when contacting customer service, that would be great!
Sorry, can't help you. I've never had bad customer service from digitec or galaxus. When there's been a delay, I've received an email offering me the opportunity to cancel the order. I've also never ordered something listed as "in stock" and it not arrive within the next few days. Obviously no company is perfect. Mistakes and bad service will happen at some point.
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  #22  
Old 18.11.2017, 14:50
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Re: galaxus.ch has terrible customer support

When one is on any customer support line then 10 minutes is like an hour.
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Sorry, can't help you. I've never had bad customer service from digitec or galaxus. When there's been a delay, I've received an email offering me the opportunity to cancel the order. I've also never ordered something listed as "in stock" and it not arrive within the next few days. Obviously no company is perfect. Mistakes and bad service will happen at some point.
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  #23  
Old 18.11.2017, 14:52
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Re: galaxus.ch has terrible customer support

You don't know the company. Did you just get off the boat?
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I don't know the company but I suggest posting some complaints on Facebook and Twitter. They usually generate a response!
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  #24  
Old 18.11.2017, 17:53
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Re: galaxus.ch has terrible customer support

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You don't know the company. Did you just get off the boat?
What's with all the necroposting, Omtatsat? Why are you trolling comments made two, five or ten years ago? Are you just looking for a scrap, or what?
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  #25  
Old 19.11.2017, 20:11
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Re: galaxus.ch has terrible customer support

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Can't say about Galaxus. But I will ask my son-he works at Galaxus
LOL, why do I already know his answer?

Well, I will find out next week, as my stubborn (= not functioning) Bialetti is from Galaxus.
But for now I sure give them the benefit of the doubt as I have often ordered from them and never had to return anything until now, I order at night, pay the same night and the next day I get the "sent off" email and an other day later I receive the goods.

So yes, I hope they will solve my problem quickly, uncomplicated and to my full satisfaction.
Oh and discreetly - if omtatsat suddenly knows who I am, we know his son is a leaking link

I'll be happy to report. Well, I hope I will be happy to .....
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  #26  
Old 22.11.2017, 16:32
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Re: galaxus.ch has terrible customer support

Well, I had bought this fancy pants Bialetti yet could not get it to work in spite of EF-people and "real-life-friends" giving input.

I wrote Galaxus an email and received an automatic answer that they will get to me within 2-3 workdays. I gave them 1.5 workdays and wrote an other email.
I stated the situation and offered three solutions.
1:1 exchange or credit note (as I've been buying from Galaxus for years, I would be able to use it on something else) or I exchange the Bialetti for a de'Longhi, pay the up-price in spite of it being more expensive than with nettoshop.ch.
I also mentioned that I want to enjoy my coffee on Friday morning, so the problem needs to be solved by Thursday evening.

About 3 hours later I received an email, they went for version 3 (and let's face it, exchanging the machine in the process was a gamble) plus they gave me a Fr. 15.00 discount on the de'Longhi. The whole deal could be handled at the shop in my town the next afternoon.

Today I received an email when the de'Longhi was ready for pick up, I brought the Bialetti in and - it is Wednesday today - almost 48 hours before I said I wanted to, I had my first coffee. And I'm darn happy to have a de'Longhi now.

At the risk of repeating myself: "C'est le ton qui fait la musique".
If there is a problem
  1. don't call them, phone calls are a lot more stressful than an email, as the person needs to react quickly
  2. don't bitch at them, not only is the person in customer service definitely not the person who sent out the good, Galaxy also is a distributor = if a Bialetti doesn't work, it's not Galaxy's fault but Bialetti's (crap dispatch control)
  3. Tell them exactly what you want and give them options
  4. Last but not least, after all went well and the problem is solved, thank them for the service.

Galaxus has an excellent customer support, the point in such a situation is to work together.

PS to Galaxus: I any of you read EF you might recognize the case. Do remember the data-protection
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  #27  
Old 22.11.2017, 16:59
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Re: galaxus.ch has terrible customer support

I haven't had to deal with repair issues with Galaxus but their CS in general in terms of inquiring about products, responsiveness and even acquiring products that weren't in their current inventory was exemplary. Prices were competitive as well.

I guess I'll have to wait & see (hopefully not anytime soon) what repair experiences might be like
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  #28  
Old 22.11.2017, 17:03
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Re: galaxus.ch has terrible customer support

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Galaxy also is a distributor = if a Bialetti doesn't work, it's not Galaxy's fault but Bialetti's (crap dispatch control)
This attitude is too prevalent here - and is wrong in so many ways.

If I buy something from a shop here, my contract is with the shop and not with the manufacturer, the shipper, the metal ore mining company or anyone else - it's with the shop.

However, the shop has also made a contract with their supplier and they should take up the problem with them (if they so chose but personally, I don't give a hoot what they do - it's none of my business).

I picked up four wheels and winter tyres the other day- wrapped in plastic and cardboard.
One was missing the hub cap. My wife informed the dealer and they said they'd provide one for ten francs saying it wasn't their fault as the wheels must have been delivered to them like that.

My wife, stupidly in my opinion, said yes and paid up. I would have refused out of principle.

What if one of the tyres was ripped, or punctured? Where does one draw the line?


I ought to add that it's nice Galaxus did the right thing in your case - it was that particular comment that I quoted with which I disagreed.
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  #29  
Old 22.11.2017, 17:06
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Re: galaxus.ch has terrible customer support

Just ordered an ice machine from them and it was dispatched yesterday. If you hear nothing more from me, I've either:
a) passed away
b) flounced off
c) received the item and it is working as intended
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  #30  
Old 22.11.2017, 17:32
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Re: galaxus.ch has terrible customer support

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Just ordered an ice machine from them and it was dispatched yesterday. If you hear nothing more from me, I've either:
a) passed away
b) flounced off
c) received the item and it is working as intended
What happened to
d) got arrested and thrown in jail?
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  #31  
Old 22.11.2017, 17:34
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Re: galaxus.ch has terrible customer support

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What happened to
d) got arrested and thrown in jail?
Can't get arrested if they can't catch me
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