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Old 21.11.2005, 14:59
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Consumer rights in Switzerland

Hi,

I just bought an expensive flat screen telly that's developed a fault, 5 days after getting it :-(

I'm about to contact the retailer, but before I do so I'd like to know where I stand legally. In the UK, the Sale of Goods Act would protect me. Judging from the appalling level of service that I see in Swiss businesses, I'm guessing that there isn't something similar here.


Certainly, the only shop I've had good service from regarding problems is Media Markt. All others have quibbled over even low cost goods with problems. Given that the LCD screen cost me over 2 grand I can see all sorts of dodging of responsibility going on.

Actually, by the time anyone replies to this I'll have already contacted them, but I'd still like to know where I stand.


Gav
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Old 22.11.2005, 12:03
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Re: Consumer rights in Switzerland

a) did you pay via credit card?
b) which store was it from?
d) what make is the item?
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Old 25.11.2005, 09:46
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Re: Consumer rights in Switzerland

Quote:
a) did you pay via credit card?
b) which store was it from?
d) what make is the item?
I paid via cash, unfortunately. Most places here don't take credit cards, weird that a country which is based so heavily on the financial industry is so backward in using common forms of payment.

I don't want to say the store just yet, until things are clearer. I have finally spoken with them and they are going to collect it as DOA and look at it to see if it's easily repairable. They are taking their time about this though.


The item was a Samsung LE32R51B LCD TV. A nice unit for the 4 evenings that it worked..... Saw lots of other similar problem reports on various internet forums, so it looks like they have quality control problems on their TVs.


Gav
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Old 29.11.2005, 15:18
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Re: Consumer rights in Switzerland

Hi Gav,

I don't think that things are too bad in the area of consumer protection, but I've never seen any advertisements from a public body wishing to inform people of their rights and the services they can offer the public. I suspect that if such bodies do exist, they would be duplicated canton to canton, and therefore be so hideously inefficient that you can probably forget about them :-)

I agree with you about mediamarkt - they've never questioned me when I have a problem.

I would advise writing down as much as you can regarding any conversations that you've had, when and with whom etc. Try to get some of it via email as well (just in case there is a dispute).

Mark
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Old 02.12.2005, 13:02
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Re: Consumer rights in Switzerland

The "return policy" in Switzerland can be considered above average.

I hope that they would replace it rather than a just a repair.

Good Luck.
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Old 08.12.2005, 13:27
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Re: Consumer rights in Switzerland

Quote:
The "return policy" in Switzerland can be considered above average.

I hope that they would replace it rather than a just a repair.

Good Luck.
After almost three weeks of asking them to get this sorted, I have received email instructions to send it to a repair outfit (at my own cost) along with the receipt and a warranty claim. I'm not a happy chappy.

From the sounds of things it amounts to "please make a claim on the manufacturers warranty" though I'll have to phone after lunch to confirm this. For a 'Dead on Arrival' product that's most certainly not satisfactory.

Given the nature of the problem and the nature of LCD sets, I would actually be prepared to accept a repair IF it was carried out in a timely manner. The thing is that these sets can often feature 'dead pixel' errors on the screen and the panel on this one is perfect. Looks like the fault lies in the image processing or analogue/digital part of the set. And it looks like a dry solder joint problem as if I turn up the heating in the room the set works OK after ten minutes or so. It could actually be a simple repair.

Unfortunately, I could see this repair lot taking ages to do it (hey, the shop took three weeks to tell me to call them). Also, if they are just working as warranty repair agents there will be no way to apply pressure. I have had a bad experience years ago when I first came to Switzerland, when a brand new DVD player was sent to a third party workshop to be made multi-region ... I had to wait TWO MONTHS for them to fit the chip and the shop whom I had made the purchase off showed no interest in doing anything to expedite matters since they already had my money.

I have no intention of allowing such a situation to develop again. If necessary I'll buy a new set somewhere else and take the shop to court. But before I start spending money on lawyers, I'd appreciate having an idea about the general consumer law (to apply pressure to the shop) so if anyone knows.....?


Gav
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Old 15.05.2011, 22:15
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Take it back, say it keeps crashing, and ask for a credit note.
Tell them the touchpad doesn't work too.
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Old 22.05.2011, 13:28
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Re: Consumer rights in Switzerland

I would just like to add my experience with returning items in Switzerland. I have found, that by staying calm and sticking to my original request of a full refund, sales people eventually relent and give me my money back. The key is to always stay polite (and know your rights!).
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  #9  
Old 27.05.2011, 09:05
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Re: Consumer rights in Switzerland

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I would just like to add my experience with returning items in Switzerland. I have found, that by staying calm and sticking to my original request of a full refund, sales people eventually relent and give me my money back. The key is to always stay polite (and know your rights!).
You do NOT have rights to any money refund.

Within 6 months you have the right to a free of charge repair, but transport costs are not refundable.
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Old 13.09.2012, 10:27
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Re: Consumer rights in Switzerland

Hi

I am new to the forum, although I have been in Switzerland for 3 years and have been reading it quite often.

My experience with this started when I bought an HP netbook from Interdiscount. It broke down after 2 weeks and we sent it to repair. Took them 2.5 weeks to repair it. When I received it, there were different problems. I have sent it again and 1 week past, still no answer. Currently I don't have any other personal computer and I bought it because I really needed it urgently. I couldn't even use it and I am really annoyed as they are not sending me a new one. I will need to buy a second one just because I need it urgently, and nobody cares.

This is the worst customer service I have ever experienced. And since suing them costs a lot here, I thing Swiss have found a good way to give more right to producers than customers. Good job..
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  #11  
Old 13.09.2012, 10:49
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Re: Consumer rights in Switzerland

Dear Zosi, please ask Interdiscount to sell you one of their repaired netbook computers. Are you interested, errmm, probably not, you want a new one don't you? Just like everyone else you have to wait and meanwhile use Internet cafés.

When I was young we didn't even have a simple calculator, we had to use our brains, we made appointments by letter, and we actually carried the shopping items home on the bus! So please be grateful: believe me the old days weren't that much fun!
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Old 23.11.2013, 15:11
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Re: Consumer rights in Switzerland

Dear forum members!

I bought 2 smartphone from the microspot.ch webshop. When the devices arrived I realized in the first minute, one of them got a pixels problem. (about 6-8).I called the shop immediately and also send one email. They said I have to send to back the device and they will send me a details about my phone. I already sent back in the next day. I called the company in the next day what about my phone. They told me, they have to send to the service this device. I sent one email, I don't accept the repair because I bought one new device not one repaired device. They told me, I have to accept this. I tried to get back my money but they also told me is not possible. Actually I waiting what will the service say. But is really strange because I already paid the devices at 02.11 and I received the devices at 13.11 actually is 23.11 and I no have device and also no have the money. Just have to wait. But I really don't want to accept the repair because I paid for a perfect device, and what I received is already got problem out of box. Can you help me please what can I do?
Thanks
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Old 30.10.2014, 17:37
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Re: Consumer rights in Switzerland

Hi, just wondering... I saw a bike in sportxx for 1800 CHF that I really rather like, and then saw it advertised in a shop down the road for 1500, marked "reduziert". I'm guessing this is a sale that never got cancelled, however, AFAIK there are rules surrounding this which oblige the shop owner to sell the article for the price marked on it.. Does anyone have any information as to whether this is true, in Switzerland?
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Old 30.10.2014, 17:50
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Re: Consumer rights in Switzerland

Well, it usually works for us. If the sales person turns around and says no you can either argue or walk away.
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Old 30.10.2014, 18:40
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Re: Consumer rights in Switzerland

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Hi, just wondering... I saw a bike in sportxx for 1800 CHF that I really rather like, and then saw it advertised in a shop down the road for 1500, marked "reduziert". I'm guessing this is a sale that never got cancelled, however, AFAIK there are rules surrounding this which oblige the shop owner to sell the article for the price marked on it.. Does anyone have any information as to whether this is true, in Switzerland?
I wonder why you think it's a mistake? It's quite common to find apparently identical bikes at lower prices than usually found in the bigger shops, for all sorts of possible reasons. So if you want the bike then just go in and get it - the chances are very slim that it's not the correct price.

Do make sure that it is the same, though. Sometime a previous model may look identical but not have some particular new parts fitted, and that's one reason for older stock to be reduced.

But no, I don't think, even in countries like the UK that do at least have some consumer rights, that you could insist they sell at the marked price if it's actually a genuine mistake.
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Old 01.11.2014, 14:40
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Re: Consumer rights in Switzerland

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Hi, just wondering... I saw a bike in sportxx for 1800 CHF that I really rather like, and then saw it advertised in a shop down the road for 1500, marked "reduziert". I'm guessing this is a sale that never got cancelled, however, AFAIK there are rules surrounding this which oblige the shop owner to sell the article for the price marked on it.. Does anyone have any information as to whether this is true, in Switzerland?
As soon as both parties have expressed their will a legally binding contract is created, doesn't take any written stuff. Your seller does so by offering the bike for CHF1500, and you do by accepting it. Accepting an offer can be done explicitly ("I want to buy that bike", or by signing a contract), or implicitly (by using the gas pump for example).

The contract is legally binding, with few exceptions, e.g. in case of an obvious mistake (e.g. offering a new bike for 180 instead of 1800, or signing a contract for health insurance when you'd asked about one for liability insurance), illegal offers, etc. Since in your case the price has explicitly been marked down it seems highly unlikely that SportsXX could wiggle out of it by saying it was a mistake - but with a big chain the salesperson probably won't care anyway.

However, this is not the season for bikes and in two months it will be "last year stuff", plus xmas season has begun so they could use the space for other products. You may well get a better offer than just 20% - could be more than 20%, or free yearly service(s), some wearables...you name it.
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Old 03.04.2015, 15:05
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Re: Consumer rights in Switzerland

Hello to all members reading this thread!
I would be interested to know what would you advice in the following case.

I have lacquered parquet installed in my apartment of famous brand. It was installed in February 2014. Manufacturer is guaranteeing 25 years of good service of this product.

Unfortunately by mistake I bought cleaning material which is supposed to be used for oiled parquet.

I used it 3 times, always diluting in water...
After such usage I noticed that color started to peel off from my floor. Only at this moment I realized that cleaning material is designed for naturally oiled floor. And I have lacquered parquet.
I already was in contact with cleaning material manufacturer and with the seller of parquet. Both are mentioning that it is very luckily that parquet was damaged by improper cleaning material. The seller is recommending to me as the solution to make sanding of top layer of parquet and put new layer of lacquer. This operation is costly and if it is my fault, I need to pay for it.

I don't mind to pay for my mistakes. but it is difficult to believe that cleaning liquid could destroy lacquer layer which is designed to serve 25 years.

What would you recommend as a solution to the situation?...
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Old 03.04.2015, 15:13
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Re: Consumer rights in Switzerland

Lacquer can easily be ruined by certain chemicals.

Sounds like you have to pay.

Tom
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