Go Back   English Forum Switzerland > Living in Switzerland > Complaints corner  
Reply
 
Thread Tools Display Modes
  #1  
Old 11.11.2008, 14:43
KarlN's Avatar
Forum Veteran
 
Join Date: Aug 2008
Location: Zurich
Posts: 1,258
Groaned at 10 Times in 9 Posts
Thanked 301 Times in 183 Posts
KarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond repute
Swisscom Grrrrrr

Im sat here, cursing and swearing about swisscom. Id heard such good things about them with the bluewin tv and internet. So off i goes to the shop to order a Phone , Internet and tv... gets lots of helpfull friendly advice at the shop and goes home satisfied... two days later i realise they had only ordered a phone , so off i trots back to the shop, to explain, maybe my mistake but i wanted phone, tv and internet connection. Staff again very helpfull, apparently ...... all ordered and once again off i trot back home. The following day i get a call back, telling me they cant connect until they know who the last user of swisscom was at my appartment.... ok not so much of a problem i think .... and after phoning the manager i find the name of the person and pass it on to swisscom. They then tell me , they have no idea about the tv and interent connection and i only have a phone. The very friendly and helpfull girl completes the procedure and YES i have at last managed to order TV and Internet.......Then they tell me a day later they still cant connect, because it was over 6 months since it was last used in my appartment. I will need an electro engineer to connect the phone. Cursing about the extra cost chf 180 i find an engineer to come out the following week. In the meantime i decide id better buy a phone ... so phone purchased , and back at home , i think ill plug it in to charge it , and hey ho i might as well connect it ... oh and guess what ... IT WORKS.... cursing the inefficiency , yet at the same time pleased the phone is working , i just manage to cancel the engineer and save myself 180chf.......the same day the Bluewin tv box , internet modem etc etc arrives at home . Methinks aahh this is getting better. So i connects everything and then NOTHING.... so another call to swisscom.... i then get told there will be no internet connection for at least 3 days after the phone is connected..... i think ok, .... i can wait that long... 3 days later , still no connection, so another call to swisscom and im told this time my connection will be on tommorow, so i wait another day .... low and behold theres post from swisscom... hmm bad news, no connection until the 21st November .... grrrrrr then a knock at the door its postie, with yet another bluewin TV unit and modem... so i phone swisscom yet again, no connection , two tv and internet units, a phone line but no connection please explain.... hmm sorry sir , they say, we will sort it .... and call you back, 3 days later im still waiting ... NO TV, NO INTERNET and starting to hate swisscom..... grrrr are they always this inneficient ? ......
Reply With Quote
  #2  
Old 11.11.2008, 14:50
jrspet's Avatar
Forum Legend
 
Join Date: Jul 2007
Location: Quaint Wädenswil, Zürich, CH
Posts: 8,149
Groaned at 27 Times in 20 Posts
Thanked 7,036 Times in 3,912 Posts
jrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond repute
Re: Swisscom Grrrrrr

I am sorry to hear of your unpleasant experience. You will realise that technology is not perfect, and that a certain amount of outage, breakdown etc. is expected.
Reply With Quote
  #3  
Old 11.11.2008, 14:53
Tilia's Avatar
Forum Legend
 
Join Date: Nov 2007
Location: ZH
Posts: 2,766
Groaned at 81 Times in 45 Posts
Thanked 2,649 Times in 1,194 Posts
Tilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond repute
Re: Swisscom Grrrrrr

No, I think you've been extremely unlucky. Or maybe Swisscom is slacking due to lack of competition from Cablecom in the customer service field.

I think the main "mistake" you made was to go back to the shop. Usually better to talk to their customer service people in my experience. And a secret tip - if you speak English you usually get to speak with someone higher up in the ranks and thus, more competent and with more powers. Because of this, I always speak English when I speak to the customer service desk of any company.



Quote:
View Post
grrrr are they always this inneficient ? ......
Reply With Quote
  #4  
Old 11.11.2008, 14:55
Tilia's Avatar
Forum Legend
 
Join Date: Nov 2007
Location: ZH
Posts: 2,766
Groaned at 81 Times in 45 Posts
Thanked 2,649 Times in 1,194 Posts
Tilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond repute
Re: Swisscom Grrrrrr

Really? We've had Bluewin TV for a couple of months now and haven't experienced a single problem or outage.


Quote:
View Post
I am sorry to hear of your unpleasant experience. You will realise that technology is not perfect, and that a certain amount of outage, breakdown etc. is expected.
Reply With Quote
  #5  
Old 11.11.2008, 14:56
J.L-P's Avatar
Forum Legend
 
Join Date: Jun 2007
Location: Gocki
Posts: 2,749
Groaned at 53 Times in 27 Posts
Thanked 2,317 Times in 1,044 Posts
J.L-P has a reputation beyond reputeJ.L-P has a reputation beyond reputeJ.L-P has a reputation beyond reputeJ.L-P has a reputation beyond reputeJ.L-P has a reputation beyond reputeJ.L-P has a reputation beyond repute
Re: Swisscom Grrrrrr

I've had similiar experiences although, things usually are turned on before the date the have told you.

Where you getting your internet from today?
Reply With Quote
  #6  
Old 11.11.2008, 14:58
KarlN's Avatar
Forum Veteran
 
Join Date: Aug 2008
Location: Zurich
Posts: 1,258
Groaned at 10 Times in 9 Posts
Thanked 301 Times in 183 Posts
KarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond repute
Re: Swisscom Grrrrrr

Quote:
View Post
I am sorry to hear of your unpleasant experience. You will realise that technology is not perfect, and that a certain amount of outage, breakdown etc. is expected.
This has nothing to do with Imperfect technology , but purley to do wit hinneficiency. If they had told me from day 1 no service for 14 days then it would have been fine. To tell me i need an engineer when i dont is totally wrong ... and to send me two sets of everything i need is just a plain waste of money. To tell me my serive will be on in 3 days then to tell me it will be on on the 7th then to tell me it will be on on the 21st ... seems to me like total innefficency ... !!
Reply With Quote
This user would like to thank KarlN for this useful post:
  #7  
Old 11.11.2008, 14:59
KarlN's Avatar
Forum Veteran
 
Join Date: Aug 2008
Location: Zurich
Posts: 1,258
Groaned at 10 Times in 9 Posts
Thanked 301 Times in 183 Posts
KarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond repute
Re: Swisscom Grrrrrr

Quote:
View Post
I've had similiar experiences although, things usually are turned on before the date the have told you.

Where you getting your internet from today?

IM on a wireless connection from Swisscom limited to 5 gig a month on the airwaves ...
Reply With Quote
  #8  
Old 11.11.2008, 15:01
KarlN's Avatar
Forum Veteran
 
Join Date: Aug 2008
Location: Zurich
Posts: 1,258
Groaned at 10 Times in 9 Posts
Thanked 301 Times in 183 Posts
KarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond reputeKarlN has a reputation beyond repute
Re: Swisscom Grrrrrr

Quote:
View Post
No, I think you've been extremely unlucky. Or maybe Swisscom is slacking due to lack of competition from Cablecom in the customer service field.

I think the main "mistake" you made was to go back to the shop. Usually better to talk to their customer service people in my experience. And a secret tip - if you speak English you usually get to speak with someone higher up in the ranks and thus, more competent and with more powers. Because of this, I always speak English when I speak to the customer service desk of any company.

I ended up speaking to customer service, who were helpfull , but when i phone on my landline, i no longer get the option to talk in english, when i ask for someone who can speak english, they tell me i will be called back... and get no call back at all ...
Reply With Quote
  #9  
Old 11.11.2008, 15:03
Tilia's Avatar
Forum Legend
 
Join Date: Nov 2007
Location: ZH
Posts: 2,766
Groaned at 81 Times in 45 Posts
Thanked 2,649 Times in 1,194 Posts
Tilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond reputeTilia has a reputation beyond repute
Re: Swisscom Grrrrrr

I know! I wrote about that new "feature" here on the forum a while a go.

Don't give in, ask to be connected to someone who speaks English and that you'll be happy to wait. Sound really angry, that usually works ;-)


Quote:
View Post
, i no longer get the option to talk in english, when i ask for someone who can speak english, they tell me i will be called back... and get no call back at all ...
Reply With Quote
The following 2 users would like to thank Tilia for this useful post:
  #10  
Old 11.11.2008, 15:40
jrspet's Avatar
Forum Legend
 
Join Date: Jul 2007
Location: Quaint Wädenswil, Zürich, CH
Posts: 8,149
Groaned at 27 Times in 20 Posts
Thanked 7,036 Times in 3,912 Posts
jrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond repute
Re: Swisscom Grrrrrr

VDSL2 is a complex technology especially with triple-play services. As I recall in December 2007, Swisscom / Bluewin were plaqued with technical issues. I am not sure about now, but at that time, the boxes has issues with firmware or middleware and had to be online for at least 3 days to "learn" especially with QoS, bandwidth allocation and management. A Swisscom engineer I knew told me that is was essential to have the line installed and tested professionally before commissioning, and so some lead time is naturally expected together with a bill of I think CHF 180/-.

I used to have several friends who were early adopters of triple play on VDSL2 call me to troubleshoot their connections up to early this year, but not so much now. Perhaps most of the technical issues were sorted out.

Perhaps as far as the OP was concerned, they were over zealous given that they face stiff competition with CC and made some misleading promises in order to maintain a customer for fear of losing to a rival. A rush job especially with VDSL2 will be a nightmare not only to the customer but to the provider IMHO.

I agree speaking firmly in English does get the attention of the supervisor who might be to prioritise the case. My friends selected DE and with a few words in German they got away with by insisting on speaking to the supervisor in right away - in English eventually.
Reply With Quote
  #11  
Old 11.11.2008, 15:50
Nickyboy's Avatar
Member
 
Join Date: Jan 2008
Location: Morges
Posts: 156
Groaned at 0 Times in 0 Posts
Thanked 58 Times in 47 Posts
Nickyboy has earned some respectNickyboy has earned some respect
Re: Swisscom Grrrrrr

I've had the Swisscom TV and ADSL package for almost two months and it works great, but the process to get it activated was an absolute mess. Swisscom had to send a technician out to activate my line, but they lost my booking not once, but twice. In all, it took more than 7 weeks to get it working. At least I complained loud enough that they didn't charge me any activation fees and they are giving me my tv and adsl for free for six months.
Reply With Quote
This user would like to thank Nickyboy for this useful post:
  #12  
Old 11.11.2008, 15:59
Doctor's Avatar
Forum Veteran
 
Join Date: Sep 2008
Location: Zürich
Posts: 1,072
Groaned at 3 Times in 3 Posts
Thanked 527 Times in 323 Posts
Doctor has a reputation beyond reputeDoctor has a reputation beyond reputeDoctor has a reputation beyond reputeDoctor has a reputation beyond repute
Re: Swisscom Grrrrrr

Seems you are lucky its only a few weeks.

When I came to Scotland, British Telecom had not managed to give me a working Phone connection after 6 months. Then I knew i would move 6 months later, so i called and signed up again, but with a false name this time, and then i ran away from the final bill, so that way I got my ca. £100 compensation for their inefficiency

Doc
Reply With Quote
  #13  
Old 11.11.2008, 19:40
Mikey's Avatar
Forum Veteran
 
Join Date: Sep 2006
Location: Ex-Zurich now relieved
Posts: 650
Groaned at 18 Times in 16 Posts
Thanked 473 Times in 245 Posts
Mikey has a reputation beyond reputeMikey has a reputation beyond reputeMikey has a reputation beyond reputeMikey has a reputation beyond repute
Re: Swisscom Grrrrrr

Quote:
View Post
grrrr are they always this inneficient ? ......
Welcome to Switzerland

Quote:
View Post
I am sorry to hear of your unpleasant experience. You will realise that Swiss service is not perfect, and that a certain amount of outage, breakdown etc. is expected.
Fixed that for you.
Reply With Quote
  #14  
Old 11.11.2008, 22:25
jacek's Avatar
Forum Legend
 
Join Date: Oct 2007
Location: Aargau
Posts: 8,388
Groaned at 109 Times in 84 Posts
Thanked 5,972 Times in 3,361 Posts
jacek has a reputation beyond reputejacek has a reputation beyond reputejacek has a reputation beyond reputejacek has a reputation beyond reputejacek has a reputation beyond reputejacek has a reputation beyond repute
Re: Swisscom Grrrrrr

When I moved to Switzerland in January 2008, I ordered the Swisscom land-line and wireless internet. The lead time was so long but eventually it arrived. Then I discovered that the technicians charged me so much money for a wirless modem and opening the line c.a. CHF500 altogather that it raised my suspicion. Later someone told me that they might have taken advantage of me because I didn't speak much German at that time and was a newbie in Switzerland. I compared the prices with Cablecom and their special and they were much more competitive. Then I cancelled the deal with Swisscom with fees supposedly being still refundable. Event though I requested to cancel all the deal, they only managed to cancel the interent and they apparently forgot to cancel the land-line. In results I still had to pay the bills for unused land-line and thus in process they somehow managed to recover a significant amount of the initial bill (CHF500) from me!

I am better off with CABELCOM right now.

BTW: I also had a few bad service experiences with cell phone contract from Swissom. They were not able to help me in the shop with SMTP/POP settings on my iPhone. It is not so to say.... to discourage the Swisscom users judging solely from my case, but personally I am not quite sure why there is such a poor service from this provider?
Reply With Quote
  #15  
Old 12.11.2008, 10:20
Junior Member
 
Join Date: Oct 2006
Location: Zug
Posts: 43
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
Snowgirl has no particular reputation at present
Re: Swisscom Grrrrrr

aaaaaah, Swisscom - can I add my own unpleasant Swisscom experience from yesterday? I received my phone bill with a 299 Frank charge for a call to Hongkong... I called them and they gave me the date and number in Hongkong. I said "yes, that was a 1 page fax, it must be a mistake". The guy on the phone goes "We are Swisscom, we do not make mistakes".

Don't you just love that attitude?


BTW
is anyone telecoms-wise? is it actually possible for a fax machine to be "talking" to another fax machine for 7 hours and 18 minutes? I thought that was impossible as either of the fax machines would switch off after an unsuccessful send attempt?
Reply With Quote
  #16  
Old 12.11.2008, 10:37
jrspet's Avatar
Forum Legend
 
Join Date: Jul 2007
Location: Quaint Wädenswil, Zürich, CH
Posts: 8,149
Groaned at 27 Times in 20 Posts
Thanked 7,036 Times in 3,912 Posts
jrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond repute
Re: Swisscom Grrrrrr

Actually Snowgirl, it is technically possible if the fax machines fail to send each other a termination signal.
Reply With Quote
The following 2 users would like to thank jrspet for this useful post:
  #17  
Old 12.11.2008, 10:39
Junior Member
 
Join Date: Oct 2006
Location: Zug
Posts: 43
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
Snowgirl has no particular reputation at present
Re: Swisscom Grrrrrr

thanx for that

hmmm
- i guess i better throw away my fax machine then and buy a new one.. don't want that to happen again
Reply With Quote
  #18  
Old 12.11.2008, 10:46
jrspet's Avatar
Forum Legend
 
Join Date: Jul 2007
Location: Quaint Wädenswil, Zürich, CH
Posts: 8,149
Groaned at 27 Times in 20 Posts
Thanked 7,036 Times in 3,912 Posts
jrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond reputejrspet has a reputation beyond repute
Re: Swisscom Grrrrrr

Before you do that, make sure if you can print out the log from the fax machine, and if favourable to your case, present it to Swisscom.
Reply With Quote
  #19  
Old 12.11.2008, 10:48
Brianb_ie's Avatar
Forum Veteran
 
Join Date: Aug 2006
Location: Zurich
Posts: 515
Groaned at 0 Times in 0 Posts
Thanked 125 Times in 88 Posts
Brianb_ie has earned the respect of manyBrianb_ie has earned the respect of manyBrianb_ie has earned the respect of many
Re: Swisscom Grrrrrr

I'd would agree with the comments here.

I've found that my swisscom/bluewin phone and adsl are working perfectly however trying to get them started was a shambles.
It took over one month before they could send me out the correct cd that was mac compatible to run the drivers for the modem on my macbook. They kept resending the PC version.

The same thing happened when I updated my laptop to Tiger and need to reinstall the modem. It took another week or so but thankfully not as bad this time.
Reply With Quote
  #20  
Old 12.11.2008, 11:03
Junior Member
 
Join Date: Oct 2006
Location: Zug
Posts: 43
Groaned at 0 Times in 0 Posts
Thanked 0 Times in 0 Posts
Snowgirl has no particular reputation at present
Re: Swisscom Grrrrrr

@jrspet
thanks again - yes I was thinking that last night but I can't remember for the life of me how to do that... I think the instruction booklet was lost in one of my last 5 moves ... I know it just automatically spits one out when I have done a certain number of faxes.. might try googling that.
Reply With Quote
Reply

Tags
internet, phone, swisscom




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Rave about Swisscom WorldFoodie TV/internet/telephone 8 18.09.2008 12:09
Swisscom to rebrand Polorise Swiss politics/news 34 09.04.2008 11:43


All times are GMT +2. The time now is 19:53.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2020, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0