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Old 07.08.2008, 18:38
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What's your experience with digitec.ch?

I have to say that my experience with digitec.ch is very bad. The worst I ever had with any online store.

I ordered some products a while ago via the website, payed using my VISA (a non-swiss one), and after a day, they were signaled as sent. I checked my credit card, and the money had been taken from the card. So everything seemed to go well. After 4 days I still didn't receive the products, and thought it was weird. Checked again my credit card, and was amased to see that digitec had credit an amoount some euros lower than what I had payed. I contacted them promptly to see what was happening.

They canceled the order without saying anything about it because they were suspicious that my card was not legit. But never contacted me to ask anything. It was me that had to contact them to figure out what was happening. After many emails back and forward, they wouldn't give me the money I had lost with the transaction (that amounted close to 30 euros). They never even admited to their mistake, they blamed on me or on my bank. End result: No products, and I lost almost 30 euros. That's the way they treat costumers. To top it of, they told that is my problem, not theirs. I'm have made complaints to the Federal Consumer Affairs Bureau and I will do the same in www.econsumer.gov.

Also the https is broken most of the time.

I wish better luck for anyone that decides to buy there.
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Old 07.08.2008, 19:03
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Re: My bad experience with digitec.ch

Have spent more than 10k with them without any problems. They have even taken back products without too much hassle. I would say they are the best in Switzerland.

I am sorry to hear about your experience. I hope it never happens to me though.
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Old 07.08.2008, 19:05
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Re: My bad experience with digitec.ch

I'm not sure how the US Federal Government can help you bud, but you could contest the charge with your credit card company, no?
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Old 07.08.2008, 19:08
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Re: My bad experience with digitec.ch

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I'm not sure how the US Federal Government can help you bud, but you could contest the charge with your credit card company, no?
If it's a US card you can argue that you never received said product. I'd say that digitec probably never received any money from your card, of if they did, they reversed the charges.

I recently tried to buy something online from a US company who cancelled the order without contacting me. They did keep a hold on the amount to the card for two weeks though eventually that was reversed.
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Old 07.08.2008, 19:11
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Re: My bad experience with digitec.ch

I must say I am really surprissed

I must of had placed around 30 orders with digitec in the last years with absolutely no problems at all. I find their service excellent.

3 times there were no product in stock at digitec, so I tried ordering with some other online stores which ended up in a really bad experience (being AOC Computer the worst! ). Since then, I'd rather wait but order from digitec.

Again, I am surprised
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Old 07.08.2008, 19:17
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Re: My bad experience with digitec.ch

I have received hard drives thrown together, some taped to corrugated cardboard, some just bumping about in an essentially unpadded box. When I suggested bubble pack or these chains of airbags more common now, I was told they always did it that way.

I also ordered a 24" monitor. Despite the model number being the same as on their website, the monitor described on their web page bore NO relation to what I got.

I contacted them the moment I'd pulled the monitor out of the polystyrene.

They insisted I must contact Acer. No amount of talking, sending photos etc. could convince them it wasn't faulty, it just isn't what they are describing. Not their problem, Acer is their "service partner". And Acer service is just so so bad, not the first time I dealt with Acer. I read them their conditions of sale, and after ages of stressing they finally, finally, finally wore down and gave me a return-refund. Phew!

The trouble, I think, is that their margins are so low that they have no reserves left to handle problems when they occur and the service personell probably just push away anything that isn't easy to remedy.

Nowdays I only order manufacturer-packaged products from digitec that I know from magazine reviews or have seen at friends.
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Old 07.08.2008, 19:54
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Re: My bad experience with digitec.ch

yes, digitec are fab. Replaced numerous things and I ordered an EeePC on Sunday afternoon and it arrived Tuesday morning. I bought disks from them that've been replaced (one) and other things I've RMA'd through them.

I am even happy to pay the credit card surcharge and take the free delivery.

Digitec Rocks.
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Old 07.08.2008, 20:00
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Re: What's your experience with digitec.ch?

I am sorry to hear about your digitec troubles. I have only ever had excellent service and have been able to negotiate service from them when they did not need to do it.

I have spent thousands there and are always my first choice to buy from.
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Old 07.08.2008, 20:03
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Re: What's your experience with digitec.ch?

Just in case you're still in any doubt about digitecs popularity, I too can add that I've never had any problems whatsoever with them and I recommend them heartily to everyone I know.

Sounds to me like you were a rather unfortunate victim of circumstance.
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Old 07.08.2008, 20:10
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Re: What's your experience with digitec.ch?

I've just looked up on my account and I've spent 12'410 since 2001 with them.

My first deal with them was above the Post office near Bahnhof Wiedikon.

Their best location was 10 minutes walk from my office in Altstetten.
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Old 07.08.2008, 20:12
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Re: What's your experience with digitec.ch?

I have only had positive experiences with Digitec.

They actually won the Swiss Economic Award in 2008 which stands for extraordinary quality, professionalism and innovative ideas....

More info here in German
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Old 07.08.2008, 20:13
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Re: What's your experience with digitec.ch?

I took a hard drive back to them as it was reporting that it had bad blocks. They swapped it for the new model of the same brand drive in a matter of minutes.

But I did go into the actual shop. I've never had any mail-order dealings with them.
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Old 07.08.2008, 20:17
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Re: What's your experience with digitec.ch?

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They canceled the order without saying anything about it because they were suspicious that my card was not legit. But never contacted me to ask anything. It was me that had to contact them to figure out what was happening.
This actually makes some sense. Think about it ..... "dear person-we-suspect-is-a-thief....."
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After many emails back and forward, they wouldn't give me the money I had lost with the transaction (that amounted close to 30 euros). They never even admited to their mistake, they blamed on me or on my bank. End result: No products, and I lost almost 30 euros. That's the way they treat costumers. To top it of, they told that is my problem, not theirs.
When you use a foreign card, you will take chances with exchange rates. If a refund occurs, you play exchange rate games. Use a Swiss card - no problem. Why exactly would the changes in exchange rates be their problem when they refund the same amount in Swiss Francs?

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I'm have made complaints to the Federal Consumer Affairs Bureau and I will do the same in www.econsumer.gov.
Brilliant, prepare to get bad news from them.

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Also the https is broken most of the time.
I've never spotted their TLS connection to be down.
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Old 07.08.2008, 20:19
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Re: What's your experience with digitec.ch?

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Sounds to me like you were a rather unfortunate victim of circumstance.
But even so have you tried calling them , don't understand how the 30 euro was "lost" ?

been dealing with them since i found them on this site , and like another poster said order on Sunday and get it on Tuesday .
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Old 07.08.2008, 20:26
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Re: What's your experience with digitec.ch?

Thanks for all the comments.

I have to agree with resident. They are just extremely bad when there is a problem, probably due to small margins. If everything goes ok, it's cool. But if not, it's costumer relation hell. They answer to all emails, but they don't actually try to solve the problem. Then they try to explain why it is the clients fault.

The important thing to remember is: Be careful when using foreign cards with digitec. Here is a transcript of an email they sent that gives a lot of information on how he process goes. Note nowhere in the process they contact the client if something goes wrong:

Quote:
understand your case, but we can not do anything about it, because this deduction is not a normal one, so you have to contact your bank about it and explain that the order has been cancelled.

When you order with a credit card, the whole process works like that:

- You enter a credit card into our system
- The System checks, if the credit card is Valid
- After this got approved, you can order something in our shop
- When you created an order, the open amount will be deducted right away from your credit card account. So it is not possible for us to stop the transaction, since we already have your money.
- After the transaction has been done, our security Telekurs contacted us and told us, that this could be a compromised credit card and we should not send out anything yet, since they check up with your bank.
- After they did not receive any answer from your bank, they told us to not go further with the order, we should cancel it.
- So we have cancelled the order and we had to refund the money back. A refund was necessary, since the money was already fully deducted; we were not able to cancel the transaction.

It of course is very annoying, that you lost some money because of the fluctuation between swiss franc and euro.

We can not do anything about the other deduction of 12€, this seems to be something of your bank. We never heard of any commission like that.

If you want, we could reopen the order and take the money back from your credit card. But we are not sure, if this will again activate the 12,68€ EU commission. But I guess, that this will happen automatically again.

We really would like to help you, but in that case, we really only can advise you to contact your bank and ask them to refund the money. In the end, the requests like we did are a normal daily business for a bank and if they did not respond, it was their fault and so they should be so kind and refund the lost value for you.

I just can apologize again, that you have to suffer for all of that. But it is our policy to always check up on a credit card, where we think that it got stolen. There are several hints to activate our security program.

- If the card is foreign
- If the person who orders has a swiss address
- If the ordered stuff is a mobile phone or notebook

Those are the indications, that a card maybe is compromised. Since most scammers use there own home address to get the stuff delivered to them and most of the time its portable stuff like a mobile phone or notebook.

I hope, that the contact with the back will solve that issue.

Many thanks for your interest in our products and services. We would be glad to answer any further questions that might arise.

Last edited by gregv; 07.08.2008 at 20:28. Reason: I quoted what I thought should be quoted. Let me know if it is not correct.
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Old 07.08.2008, 20:29
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Re: What's your experience with digitec.ch?

it seems Digitec can't win. If they take steps which protect you against someone abusing your card, you hate it. Someone steals your card and abuses it and Digitec allows it, you complain.

Get a Swiss card and understand how widespread fraud is. I would suspect something if a US card was being used in a Swiss domestic computer store.
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Old 07.08.2008, 20:34
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Re: What's your experience with digitec.ch?

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This actually makes some sense. Think about it ..... "dear person-we-suspect-is-a-thief....."

When you use a foreign card, you will take chances with exchange rates. If a refund occurs, you play exchange rate games. Use a Swiss card - no problem. Why exactly would the changes in exchange rates be their problem when they refund the same amount in Swiss Francs?

I've never spotted their TLS connection to be down.
well, I would expect that they would contact the client if there was a problem. I expect that from any ecommerce shop.

What you seem to say is that it's totally correct that I should loose the money I did, that of course they shouldn't contact me to tell me I needed to confirm through my bank that the credit card is mine, and in the end I should be happy that I didn't loose more money. That makes no sense to me.

Imagine someone did stole my credit card. I would have lost the 30 euros anyway. What kind of protection was that? If it was stolen, and they didn't refund, I would be able to cancel the payment due to fraud.

Maybe the TLS problem is something from only the last 2 weeks. last week it would silently redirect to http, and then they put it down for some days, and now it gives lots of errors.
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Old 07.08.2008, 20:37
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Re: What's your experience with digitec.ch?

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I would suspect something if a US card was being used in a Swiss domestic computer store.
It's not a US card, it's a EU card (from Portugal). And that's why there are insurances in the cards. Should I be glad to have lost 30 euros "for my own security"? I have used the credit card in many places, and some of them asked me to confirm the validity of the card through my bank, and everything went smootly, so yes, there are many better ways to solve that problem.
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Old 07.08.2008, 20:38
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Re: What's your experience with digitec.ch?

every time you pay your credit card, don't you play the exchange rate game too?

I'd be avoiding using a US$ credit card right now anyway.

Why are we talking €uros anyway?
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Old 07.08.2008, 20:39
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Re: What's your experience with digitec.ch?

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It's not a US card, it's a EU card (from Portugal). And that's why there are insurances in the cards. Should I be glad to have lost 30 euros "for my own security"? I have used the credit card in many places, and some of them asked me to confirm the validity of the card through my bank, and everything went smootly, so yes, there are many better ways to solve that problem.
LOL why are you complaining to US consumer bodies then? That's why I assumed you were using a US credit card.

You forgot the Better Business Bureau
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