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-   -   legal customer protection rights in CH? (https://www.englishforum.ch/complaints-corner/236034-legal-customer-protection-rights-ch.html)

kkckkc 23.06.2015 19:05

legal customer protection rights in CH?
 
Last week I bought a Campingaz: 3 Series BBQ for about chf450 from super-discount.ch. In the past I bought all my kitchen white goods from them and had no problems.

This time, the bbq was faulty.. one of the control knobs melted off on first use...clearly a fire and health hazard..! I have sent two e-mails to super-discount.ch and one to campingaz but no response. Called super-discount last week and they stated that my e-mail had been forwarded to campingaz/coleman.

I feel like I am being ignored and it's irritating me enough that I am about to talk to legal. None of us has time to chase up this kind of crap.

Tomorrow it will be a week since my first e-mail. Can anyone tell me what customers rights are in CH? The bbq took two hours to put together and weighs approx. 60kg - i don't fancy having to undo and repack it all.

I wish I had bought on amazon. Even if it's amazon in the UK or DE, atleast there are no issues with returns and refunds. Lesson learned..!

Thanks.

Richdog 23.06.2015 19:15

Re: legal customer protection rights in CH?
 
Quote:

Originally Posted by kkckkc (Post 2409481)
Last week I bought a Campingaz: 3 Series BBQ for about chf450 from super-discount.ch. In the past I bought all my kitchen white goods from them and had no problems.

This time, the bbq was faulty.. one of the control knobs melted off on first use...clearly a fire and health hazard..! I have sent two e-mails to super-discount.ch and one to campingaz but no response. Called super-discount last week and they stated that my e-mail had been forwarded to campingaz/coleman.

I feel like I am being ignored and it's irritating me enough that I am about to talk to legal. None of us has time to chase up this kind of crap.

Tomorrow it will be a week since my first e-mail. Can anyone tell me what customers rights are in CH? The bbq took two hours to put together and weighs approx. 60kg - i don't fancy having to undo and repack it all.

I wish I had bought on amazon. Even if it's amazon in the UK or DE, atleast there are no issues with returns and refunds. Lesson learned..!

Thanks.

It is nothing to do with buying on Amazon as you would probably still have to return it. Next time buy from a reputable store with a local pickup point and English-speaking staff (ie: Digitec etc) that you can visit in person. Anyway, other than sending a mail, have you tried to call them and speak to someone?

And please... use a normal size font in your posts, making it larger doesn't make it any easier or less annoying to read. :)

aSwissInTheUS 23.06.2015 19:22

Re: legal customer protection rights in CH?
 
As I always say: As long as the stuff you buy is non faulty you can also get perfect service from even the most shoddy business imaginable. The real fun begins once you have something broken.

Hmm, Lausanne - Sursee. Not just around the corner.

From legal point of view the seller and the seller alone is responsible for a replacement or fix. Do not get yourself pushed to the producer.
(But producer/importer is liable if there would have been any harm.)

e-mail. sh'-mail. Use registered mail, state your demands, and give a deadline.

Papa Goose 23.06.2015 19:23

Re: legal customer protection rights in CH?
 
Quote:

Originally Posted by kkckkc (Post 2409481)
Last week I bought a Campingaz: 3 Series BBQ for about chf450 from super-discount.ch. In the past I bought all my kitchen white goods from them and had no problems.

This time, the bbq was faulty.. one of the control knobs melted off on first use...clearly a fire and health hazard..! I have sent two e-mails to super-discount.ch and one to campingaz but no response. Called super-discount last week and they stated that my e-mail had been forwarded to campingaz/coleman.

I feel like I am being ignored and it's irritating me enough that I am about to talk to legal. None of us has time to chase up this kind of crap.

Tomorrow it will be a week since my first e-mail. Can anyone tell me what customers rights are in CH? The bbq took two hours to put together and weighs approx. 60kg - i don't fancy having to undo and repack it all.

I wish I had bought on amazon. Even if it's amazon in the UK or DE, atleast there are no issues with returns and refunds. Lesson learned..!

Thanks.

Just so I understand, you built it yourself. You complained 7 days ago, take off 2 for the weekend, maybe 1 for time of sending and most firm take 2 days to reply anyway... so in real terms maybe 2 working days without a reply, and you feel ignored, even though you were told the mail had been forwarded to the manufacture:confused:

aSwissInTheUS 23.06.2015 19:28

Re: legal customer protection rights in CH?
 
If you need a Name: Jenni Daniel, is the one the letter should go to.

kkckkc 23.06.2015 19:52

Quote:

Originally Posted by aSwissInTheUS (Post 2409494)
If you need a Name: Jenni Daniel, is the one the letter should go to.

Thanks for this... would that be in Capingaz or super-discount?

Quote:

Originally Posted by Papa Goose (Post 2409490)
Just so I understand, you built it yourself. You complained 7 days ago, take off 2 for the weekend, maybe 1 for time of sending and most firm take 2 days to reply anyway... so in real terms maybe 2 working days without a reply, and you feel ignored, even though you were told the mail had been forwarded to the manufacture:confused:

If they sent a response stating that they were looking into a solution... I would feel happier. That only takes a moment to do on their part. Then one knows that one is heard... get it..!

Quote:

Originally Posted by aSwissInTheUS (Post 2409488)
As I always say: As long as the stuff you buy is non faulty you can also get perfect service from even the most shoddy business imaginable. The real fun begins once you have something broken.

Hmm, Lausanne - Sursee. Not just around the corner.

From legal point of view the seller and the seller alone is responsible for a replacement or fix. Do not get yourself pushed to the producer.
(But producer/importer is liable if there would have been any harm.)

e-mail. sh'-mail. Use registered mail, state your demands, and give a deadline.

Thanks this is useful confirmation. I am quite certain that super-discount will do what's right and you are correct...I don't want to talk to Campingaz.

Papa Goose 23.06.2015 20:02

Re: legal customer protection rights in CH?
 
Quote:

Originally Posted by kkckkc (Post 2409501)
If they sent a response stating that they were looking into a solution... I would feel happier. That only takes a moment to do on their part. Then one knows that one is heard... get it..!

One gets that one seems to have a storm in a tea cup, and one is getting bent out of shape and "talking Legal" for what exactly? Why would they send one a response, when one had called them and they told one what was happening? 2 weeks with nothing and I'd have sympathy but a few days..... but hey, why let ones impatience get in the way of a good drama.

nickatbasel 23.06.2015 20:11

Re: legal customer protection rights in CH?
 
I had a storm in my teacup - I took it straight back to Manor. Did they replace it? Did they heck!

Quote:

Originally Posted by Papa Goose (Post 2409504)
I get that this seams a storm in a tea cup, and your getting bent out of shape and "talking Legal" for what exactly? Why would they send a response, you called them and they told you what was happening? 2 weeks with nothing and I'd have sympathy but a few days..... but hey, why let a little patience get in the way of a good drama.


kkckkc 23.06.2015 20:38

Re: legal customer protection rights in CH?
 
Quote:

Originally Posted by Papa Goose (Post 2409504)
I get that this seams a storm in a tea cup, and your getting bent out of shape and "talking Legal" for what exactly? Why would they send a response, you called them and they told you what was happening? 2 weeks with nothing and I'd have sympathy but a few days..... but hey, why let a little patience get in the way of a good drama.

Wow you really do add a lot of value...!!!! From one simple question to your unhelpful verbal diatribe, you really do know how to stir it up. It may only be a few days however I simply wish to know what customers rights are in CH. I posted now as I am coming up to a week and am keen to understand if there are time limits. If you feel I am bitching, that's fine but keep it to yourself as forums tend to work best with helpful advice, not lousy, sarcastic comments. Anyway, I'll let you have the last word ... as I am sure you will.

k_and_e 23.06.2015 20:46

Re: legal customer protection rights in CH?
 
Quote:

Originally Posted by kkckkc (Post 2409518)
I simply wish to know what customers rights are in CH.

You could have used the search function.

kkckkc 23.06.2015 21:10

Re: legal customer protection rights in CH?
 
Quote:

Originally Posted by k_and_e (Post 2409522)
You could have used the search function.

Not sure why I did not think of this as it is normally what I do first. But thank you ... I found a load of stuff.

kkckkc 06.07.2015 14:17

Re: legal customer protection rights in CH?
 
Finally got it sorted out after about 3 weeks. It took a LOT of calls and e-mails from myself and super-discount.ch to get Campingaz's attention. Legally, you only have a few days to get heard and so it's essential to push from your side.

Even though some who replied to this thread stating that I was being impatient, you do not want to keep irritations like this on your radar and risk waiting too long. The law in Switz is not on the consumer's side.

This is where Amazon with it's return policy is just so attractive. Who cares if you pay some import taxes; atleast you can arrange a return, no questions asked... done... finished in 2-3 e-mails and all within 48 hours.

Oddly enough the replacement unit was damaged too.... I just swapped the damaged pieces with the ones in the defective unit. Last time I buy Campingaz/Coleman.

Big thank you to those who were polite and helpful in their responses.

tooki 25.07.2015 20:45

Re: legal customer protection rights in CH?
 
I had a Campinggaz grill. It was crap. I now have a Weber and am 1000x happier with it.


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