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Old 03.01.2012, 13:11
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Sunrise can't setup DSL Internet since November and now threatens cancellation fines

Hi,

Today I got fed up with their activation process which was initiated on November 18th and called Sunrise Helpline 0800 707707 to say I can't wait any longer and cancel the whole thing (which wasn't active anyway). The guy on the phone actually himself said the current order can't be completed and must be cancelled because of the wrong phone number (when ordering I specified the previous tenant's number for identifications purposes). I said OK, I cancel it. He sounded either indifferent or happy but in no way upset by that.

Then, 27 minutes later he called me on my mobile and said if I cancel it I have to pay them for the work they've done in processing my order. When I noticed he himself advised me to cancel it he said he didn't know something he knows now and as it is now I'm liable for a fine if I don't make a new order with them.

The problem, and there is my fault in it, was in the previous tenant's number which I specified that I don't mind taking with me. That was exactly as I understood it - it is an option and I can use it. Now I understand it is not an option and I can never take any number which was used by someone else even if this number is not used anymore.

At the beginning of December I realised I shouldn't have indicated I want that number and I explained it to their Customer Care. There seemed to be no big deal and they promised to activate it soon with a different number if I sign some other form. I went to their shop and they helped me to fill that form. This is important as they did in person accepted that by filling the form I complete my formalities and they are happy with it. Actually, in the shop they also insisted I can't cancel the contract and need to fill this form to finalise it.

In any case, after returning from holidays instead of a working line I got the same form in the post again. I called Sunrise and what happened is described above.

Doesn't it make sense that a customer was made to wait for more than a month and fed with various promises and in the end the same customer gets threatened with penalties if he refuses to wait and accept their lies any more??
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Old 04.01.2012, 12:02
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Re: Sunrise can't setup DSL Internet since November and now threatens cancellation fi

haha

Sorry

I had the same with them, they are nasty annoyance, and you can not decently call their "phone scam" a customer "service".

PS: I threatened them to sue them on the illegal thing they were doing, along with the illegal charge (defined in the contract, but nothing defined about the "amount").

Anaway, only way with them is to write them, recorded letter, point what they've done wrong, and hopefully in 2-3 weeks you'll get satisfied.
Otherwise there's an ombudsman of communications something... But it's only a mediator thing so its virtually useless, especially when you have nasty people on the other side (sunrise).

By the way since I left them I have suuuuch a good connection, no troubles, no hassles, nothing.... peace!!
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Old 04.01.2012, 12:18
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Re: Sunrise can't setup DSL Internet since November and now threatens cancellation fi

Welcome to Customer Service - Swiss style!
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Old 04.01.2012, 12:27
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Re: Sunrise can't setup DSL Internet since November and now threatens cancellation fi

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Welcome to Customer Service - Swiss style!
I think they have relocated their staff for that "customer scam" (again they cant be called customer service).

So I would not so much called it "Swiss".
Definitely the idiots who lied to me on the phone were clearly from africa- I had many interlocutors with them...

Now i'm just saying that maybe they can only follow a dumb process and have rules to maintain the customer long or are not monitored but for "statistics"....

And from my own experience with customer disservice, its the american rules inside... (ruled by statistics and dumb things).

...
Just saying
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