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  #1  
Old 06.12.2010, 22:53
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Swisscom Customer Care (Excellent Feedback)

As mostly we get rants about service providers, I thought to post a very positive experience with Swisscom....basically all last week they have handled all my requests and technical issues very professionally and friendly, and just now i had a phone call with one of the most amazing customer care agents i've spoken to in my entire life, very friendly, very professional, very well informed....felt like i've known the person all my life.

I would highly recommend Swisscom in terms of service and customer care, price is bit higher but you get much more than what you pay for.

One very happy customer
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Old 06.12.2010, 23:06
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Re: Swisscom Customer Care (Excellent Feedback)

That's funny that you mention that. I just got off the phone with Swisscom and the customer service guy was really nice as well.

When I think of the big telcos in each country that have the largest market share and all the customers thanks to governments wanting to preserve their national treasures, I think (and have experienced) high levels of efficiency. So I think it's best to judge on a case by case basis.

It did take me 2 calls over 4 days to get my problem fixed. So maybe their system was not optimal, but both people I had on the phone were really nice.
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Old 06.12.2010, 23:12
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Re: Swisscom Customer Care (Excellent Feedback)

A few months ago I had awful internet problems and rang the Swisscom customer care and the guy I spoke to spent over an hour - yes, over an hour talking me through all the things that could be wrong. He did sort it out in the end but what also impressed me was that most internet helplines charge some ridiculous amount for help but with Swisscom it was a free number.
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Old 06.12.2010, 23:15
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Re: Swisscom Customer Care (Excellent Feedback)

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A few months ago I had awful internet problems and rang the Swisscom customer care and the guy I spoke to spent over an hour - yes, over an hour talking me through all the things that could be wrong. He did sort it out in the end but what also impressed me was that most internet helplines charge some ridiculous amount for help but with Swisscom it was a free number.
Actually i have had over 40 min phone call little while ago, i even went on Swisscom website and submited a praise message....well impressed till now with how friendly and professional this call was.
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Old 06.12.2010, 23:31
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Re: Swisscom Customer Care (Excellent Feedback)

Ditto, nothing but good help from them each time i have had a problem..
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Old 07.12.2010, 21:38
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Re: Swisscom Customer Care (Excellent Feedback)

The best customer service is the one that you don't need to call.
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Old 08.12.2010, 09:32
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Re: Swisscom Customer Care (Excellent Feedback)

Thumbs up here for Swisscom too. The guy held on the line for me when our Swisscom TV box went on the frizz and waited for me to boot up and update the replacement.
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Old 08.12.2010, 10:16
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Re: Swisscom Customer Care (Excellent Feedback)

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...price is bit higher but you get much more than what you pay for.
Ah yes, the last stage of culture shock - Settling In.
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Old 09.12.2010, 12:19
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Re: Swisscom Customer Care (Excellent Feedback)

I totally agree, Swisscom, out of all the telco's I have dealt with here in the past 5 years have by far been the best, a telephone call and all is sorted.

I spent an hour talking to a rep about my iPhone upgrade and I finally got him to reduce the upgrade down from 399CHF to 99CHf.... a little persistance but it worked.
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Old 09.12.2010, 12:26
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Re: Swisscom Customer Care (Excellent Feedback)

I cannot believe that I am typing this: After many years of terrible customer service from cablecom, I, due to my move, had to call both Swisscom and Cablecom.

- Both companies have the typical annoying "push x for y" systems with at least four layers.
- Cablecom gave me a choice "For Swiss German push 1, for Standard German push 2"!!!
- Both had decently short waiting times and both handled the issues fast and professionally.

About two years ago, I was waiting literally for hours in Cablecoms waiting lines for a single technical problem. Now they were able to handle a more complicated question in minutes... well, I believe it when I have my digital TV working in the new place, but anyway: I am amazed how much they improved! Friendliness, competence, waiting times... all suddenly ok.
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Old 09.12.2010, 12:39
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Re: Swisscom Customer Care (Excellent Feedback)

I agree - when my wife was setting up her Russian PC here and trying to get connected to the WIFI, her operating system is in Russian and so we couldn't really follow the instructions, she called and explained and the guy went and found a coworker who he knew spoke russian to call back and take her step by step through the set up....

In a German / French speaking country, to conduct that kind of tech set up half in Russian / half in English.....for free....very impressive
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Old 09.12.2010, 13:58
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Re: Swisscom Customer Care (Excellent Feedback)

Same here. Swisscom maybe the most expensive provider but you get what you deserve in terms of internet/phone signal and most specially their Customer Care.
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Old 09.12.2010, 17:49
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Re: Swisscom Customer Care (Excellent Feedback)

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Same here. Swisscom maybe the most expensive provider but you get what you deserve in terms of internet/phone signal and most specially their Customer Care.
I agree, they do have great customer care but I'm not so sure about the network quality. they've been having lots of service interruptions lately, the HSDPA network is constantly congested and gets slower every month. coverage isn't really better than Sunrise's either. if you're willing to pay double as much for great service that you might never need, stick with Swisscom by any means.

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Old 10.12.2010, 19:37
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Re: Swisscom Customer Care (Excellent Feedback)

I deal with Swisscom every day at work and I do not have a single bad word to say about them... 100% profesisonal and friendly, and if you need something done then it generally gets done sharpish.

Cablecom is still some way behind in that respect.
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Old 13.04.2011, 13:50
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Re: Swisscom Customer Care (Excellent Feedback)

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I agree, they do have great customer care but I'm not so sure about the network quality. they've been having lots of service interruptions lately, the HSDPA network is constantly congested and gets slower every month. coverage isn't really better than Sunrise's either. if you're willing to pay double as much for great service that you might never need, stick with Swisscom by any means.

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Just going back in this topic.

Yes there are a lot service interruption with the swisscom lines atm but network service (both 3G and internet) here in Geneva has never been bad.
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Old 13.04.2011, 14:02
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Re: Swisscom Customer Care (Excellent Feedback)

Only thing that I don't like about Swisscom is the wireless router they gave me. Hardly ever get full 20meg from it
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Old 13.04.2011, 15:18
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Re: Swisscom Customer Care (Excellent Feedback)

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Only thing that I don't like about Swisscom is the wireless router they gave me. Hardly ever get full 20meg from it
Did you verify that the DSL line delivers full 20meg to your home ? You can check that via this link:
http://www.swisscom.ch/res/hilfe/int...test/index.htm
You may want to wire-connect to your router during the test.
The network operators hardly ever deploy really leading edge wireless equipment. Unless you are a Swisscom TV customer you should be able to replace your Swisscom-provided wireless product with most of the products available at consumer electronics outlets.
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Old 13.04.2011, 15:37
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Re: Swisscom Customer Care (Excellent Feedback)

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Did you verify that the DSL line delivers full 20meg to your home ? You can check that via this link:
http://www.swisscom.ch/res/hilfe/int...test/index.htm
You may want to wire-connect to your router during the test.
The network operators hardly ever deploy really leading edge wireless equipment. Unless you are a Swisscom TV customer you should be able to replace your Swisscom-provided wireless product with most of the products available at consumer electronics outlets.
I get full speed with wired and not full speed otherwise. I'm the only person using the channel in the building.

It's just a cruddy router. I got it for free but I can't believe someone would pay 200CHF for it!
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Old 13.04.2011, 15:47
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Re: Swisscom Customer Care (Excellent Feedback)

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Did you verify that the DSL line delivers full 20meg to your home ? You can check that via this link:
http://www.swisscom.ch/res/hilfe/int...test/index.htm
Well, not bad for a Cablecom speed test through a Swisscom network...


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