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Old 12.09.2011, 11:52
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Customer rights on a Sunrise issue

A big hello to everyone.. I'm new to this forum but have visited it a lot in the past and have found the advice and comments to be really helpful.

My first post is a specific problem for which, I would really appreciate your help. Basically, in the last week of October 2010, I entered a contract with Sunrise and I have had problems ever since.

Firstly, Sunrise would not send me a monthly bill. I finally for a letter after 3 or so months and a late payment penalty. I rang them and the customer services representative appologized and told me to pay the bill without the penalty charge. I acknowledged and told them I need to be given a monthly bill via post. I still don't get this. Instead, i get an occasional text message warning me to log in online and pay my bill.

Anyway, I received a letter in German and it turns out the penalty was not removed from the system and the figure has now tripled! I rang the hotline and they saw no evidence of that charge being removed. The representative said she could take way a third of the charge and for the rest I should write a letter of complaint.

My contract was to expire in the last of days of October this year and so I asked when my contract was to expire. She told me that my contract has auto renewed to end of October 2012. Apparently, I needed to give them 8 weeks notice (I was expecting 4) and telling them at 6 weeks was too late. She said I could request an early cancellation but this would cost CHF 420, which was too much for me to accept.

I rang on Friday and on Saturday I was disconnected. I went to the store and they said, I need to pay the full outstanding bill as they again, saw no evidence of them removing a third of the late penalty charges. So i paid them and they said I would be reconnected within 4 hours. I waited all day saturday and sunday and no joy.

I then rang this morning and they have told me that they have terminated my contract and they can't reconnect me. They also told me that they will be billing me CHF 420. I was furious as I never requested this. Again they have told me to write a letter.

I know I didn't tell them to cancel my contract and if they recorded the conversation, they would see this. They have lied about this, lied about removing my charges and also failed to fulfill my requests for english correspondence and mailed bills (if they did that, I would never have been late with payment in the first place).

I really feel like I have been mistreated here and I know in the UK, I could take this to the Consumer Advice Bureau and they would contact Sunrise on my behalf.

Does anyone know if I can do anything similar here? I have been caused a lot of inconveince and there is no way I am going to pay CHF 420 for something that i did not request.

Sorry for the rant but any advice on this would be really appreciated.
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Old 12.09.2011, 13:25
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Re: Customer rights on a Sunrise issue

Totally understand the rant, had problems with them myself. In the end I wrote to the MD directly, explained my problems as rationally as I was able and he sorted out my problem, which was possibly more complex than the one you have so hopefully yours should be easy.

A couple of years later I am still with Sunrise. I dread changing my contract as it always ends in tears, but there are not too many options here.

Good luck
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Old 12.09.2011, 14:10
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Re: Customer rights on a Sunrise issue

Hi PatMc, It's nice to hear that some has been in through the same boat and got the matter resolved. Do you still have the MD contact details. The people on the phone are uselss and by default they tell me to to write a letter to their customer services. I have polished off a 3 page letter and am going to mail it now. In the letter I explained the situation, the areas where they failed me and my subsequent requests (banish late payment and cancellation charges).

If they refuse point blank and not offer any proof, I really don't know how who I can refer the matter to. Right now I am without a number and will have to switch to PAYG for the time being.
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Old 12.09.2011, 15:58
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Re: Customer rights on a Sunrise issue

Hi Ernest, I have always found Sunrise to be a cheap but a very slippery supplier. Sunrise are not alone in the automatic contract renewal, Orange and Swisscom do the same too.

We have been battling Sunrise for 12 months to improve our upload capability, transferring large files simply timeout. Last Thursday I cancelled our Internet contract by registered letter. Previously I cancelled a mobile phone contract, and they switched the phone off two weeks early.

I am sorry Ernest but you don't seem to have much redress. Like everything else here, you have to cancel things in a native language, in writing, before the cut off date, with a registered letter. But you know that now, and hopefully in future you can avoid these pitfalls. I am sorry but it would be best to pay the CHF 420, as more penalty charges will arrive if you pay after the time limit stated on the bill.

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Old 12.09.2011, 16:54
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Re: Customer rights on a Sunrise issue

Hi Ittigen, the biggest issue I have is that I did not cancel my contract. When they told me on the phone that I missed the 2 month deadline and to terminate the contract "early" costs CHF 420. This obviously was not worth it so I said no that's too expensive.

At least with the CHF 420, I would have my number, free mins and free internet. Now they have taken this away from me without my consent and I get absoluetly nothing for my money. This is just unfair. They should take the money from the person who wrongly ordered my contract to be terminated. They have nothing in writing/audio stating "Yes cancel my account".

If they ain't going to admit their fault and reconnect me, I am just not going to pay. Problem is.. I don't have another SIM to use right now so I might have to buy a contract elsewhere asap. Therefore even if they reconnect me, I'm lumbered with 2 phone numbers. I really hate sunrise. I was with Orange previously and never had problems with late payments as they actually mailed me a bill each month.

I would actually prefer for them just to leave my account canceled and not charge me.
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Old 12.09.2011, 17:12
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Re: Customer rights on a Sunrise issue

You have to see how far your letter gets you. Hopefully they will resolve the situation, you cannot however just not pay them. The costs will keep escalating and get legal.

You also want to make sure they haven't filed against you as a bad credit, this may cause you other issues with alternate suppliers amongst other things
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Old 12.09.2011, 17:18
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I had a problem with Sunrise and I escalated as far as I could go. Within 1 day of firing off my email the problem was resolved.

Spend 20 minutes googling and looking for names of snr mgmt, you'll find the name and email address of the head of customer service who reports directly to the COO.
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Old 12.09.2011, 17:27
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Re: Customer rights on a Sunrise issue

This all comes down to a basic problem that it is your responsibility to read and understand the contract before signing it, and if you don't agree or don't understand it, then sign it at your peril and expense.

I am sure the notice period is indicated in the contract otherwise it is uneforceable on the part of Sunrise.
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Old 12.09.2011, 17:35
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Re: Customer rights on a Sunrise issue

Quote:
This all comes down to a basic problem that it is your responsibility to read and understand the contract before signing it, and if you don't agree or don't understand it, then sign it at your peril and expense.

I am sure the notice period is indicated in the contract otherwise it is uneforceable on the part of Sunrise.
However, Sunrise's contract, with 8 weeks notice, automatic renewal and CHF420 penalty is simply unfair and unexpected.

I have had similar experience with Sunrise fixed net. Their customer service contact even hung up on my as she couldn't be bothered listening to why I should have my contact cancelled...
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Old 12.09.2011, 18:36
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Re: Customer rights on a Sunrise issue

Instead of calling their customer service, I normally go to their shop. There is always somebody speaking English who normally helps.

Generally in Switzerland, whenever you are dealing with someone for some official matters, its a good idea to have something in writing. If I call and instruct someone on phone, I make a note of the person I had spoken with, the time, date etc. Learnt it the hard way, through experiences like the OP's.
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Old 12.09.2011, 18:38
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Re: Customer rights on a Sunrise issue

Yes I am aware that I should have read the contract more closely and been aware of the 2 month notice but this isn't my main issue.

I was willing to stay for another year (and then maybe cancel in advance next time) but their customer rep just decided to terminate my contract there and then without me even completing my 11 month! Now I am left in a position without a number and a full CHF 420 penalty to pay. This isn't an issue of not reading my contract but more an issue with the customer support team's actions.
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Old 12.09.2011, 22:23
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Re: Customer rights on a Sunrise issue

I actually have the same problem as the OP, but with Orange instead.

When I got an SMS "please pay within 3 days", I sent a Mail, I had not received a bill from them yet, and I assume, the outstanding balance is CHF XX, as the orange helpline number said. If it is not the case, please send me the correct amount (2 months ago, I had the same Issue, and the Phone Service said another amount, than the bill that arrived 1 day later). At the same time, I asked for the contracts expiry date, and the address, where I could send my cancellation letter to.

Conveniently, the bastards "forgot" to answer the 2 last questions , but at least I still have 6 months left to get that sorted.
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