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Old 23.04.2012, 23:11
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Sunrise store down;Apple store up

Today I had a bad experience with Sunrise, but a good experience with Apple.

I bought an Iphone 4s two weeks ago. It was not cheap. I've taken a good care of it. I still don't know what happened to my phone. I found a crack on the up left corner of my phone last Saturday, but it was fine when I had a last look at it last Friday night.

I went to the Sunrise store this afternoon. After I explained why I was coming, the staff answered me very quickly that Sunrise was not responsible for the device itself but the networking service of call in or out, and I should go to the Apple store 200m away to ask if I could find a replacement anyway. I was burnt, and couldn't find any words to say. Even if i wasn't expecting too much, I was really down. It is Sunrise, what I should hope from it. I was not, I am not, and I will not. I was upset when I left. When i passed by the Apple store, I thought nothing but stepped into the store. I directly bought my Iphone from Sunrise, I got nothing solved with it. What I could expect from Apple?

I told the staff what I experienced. They all are very friendly of trying to help. I was then guided to their manager S. He was very kind and patient. At the end, he found a solution with which I was satisfied. Sure, Apple keeps my loyalty. Steve jobs never leave us. Btw, my personal experices are telling me that Apple's laptop, ipad, and iMac are really competitive. Two-week experience with iphone tells nothing, I will see.
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Old 23.04.2012, 23:21
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Re: Sunrise store down;Apple store up

This is actually the case with iphones, you buy them at mobile operators and Apple is actually handling their guarantee / repair / replacement...that's not sunrise specific issue, i changed 2 iphones at Apple originally bought at Swisscom and Orange
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Old 24.04.2012, 10:37
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Re: Sunrise store down;Apple store up

In my point of view, all the mobile phone stores and Apple co-work on this business. It is a win-win solution for them to earn money from our customers. This bundling business model attract us to have a yearly contract with the phone stores, in the meanwhile, to own the cool iphone. What we paid is not so cheap. After sale, Sunrise totally deny to protect the interest of our customers'. I say this because I have heard lots of story of bad experiences with it through EF or other sources.

Yesterday, I went to both of these stores. My feeling is totally different. Sunrise immediately turned to a defensive mode to "push" me out -not trying to help at least. In the contrast. All staff in Apple were very nice to listen and help. I had no guarantee with Apple even no direct buy from it (no contract). I went into the store in trying to find a solution. Yes, I found. No doubt I will tell others what a good experience with Apple and what a bad experience with Sunrise.
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Old 24.04.2012, 10:43
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Re: Sunrise store down;Apple store up

It was a broken handset, nothing at all to do with sunrise, what would you expect them to do???

Really, whats your problem?? so sunrise take your handset and send it back to apple, they look at it send a reply to sunrise, who contact you, sunrise contact apple again, apple contact sunrise, sunrise contact you etc etc etc

Or, just walk 200m to apple and deal direct and get your issue resolved there and then.

And you're moaning??? have you ever sent anything away for repair anywhere?? its a total ball ache
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Old 24.04.2012, 10:45
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Re: Sunrise store down;Apple store up

Well, Sunrise couldn't really help you in the first place, their job ends by selling you the iPhone, they just can maintain the contract regarding the line only....taking an example, if you buy Apple care to extend the guarantee of your iPhone, you're actually paying Apple to extend the guarantee not Sunrise....so end of, Sunrise have nothing to do with the original nor extended guarantee....this is the case with any mobile operator here and abroad
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Old 24.04.2012, 10:53
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Re: Sunrise store down;Apple store up

Before I was told by my husband to purchase Apple's products. Actually my sister and her family bought ipad2 is because my husband highly recommended it to them. Here no need to mention how great we two family use it. Even my 5-y old niece loves it so much by those educational games downloaded from the Apple store. Pretty sure we will buy only Apple products if we need in the future.
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Old 24.04.2012, 13:55
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Re: Sunrise store down;Apple store up

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...Yesterday, I went to both of these stores. My feeling is totally different. Sunrise immediately turned to a defensive mode to "push" me out -not trying to help at least. In the contrast. All staff in Apple were very nice to listen and help. I had no guarantee with Apple even no direct buy from it (no contract). I went into the store in trying to find a solution. Yes, I found. No doubt I will tell others what a good experience with Apple and what a bad experience with Sunrise.
As others have tried to explain, this is totally normal situation for the iPhone. If you base your opinion of Sunrise or Apple on this experience alone, you're using false data.
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Old 24.04.2012, 15:37
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Re: Sunrise store down;Apple store up

Legally Sunrise is responsible for providing you with a working product. You purchased the product from them and if push came to shove they wouldn't have much of a leg to stand on, despite what it says in their contracts.
Notwithstanding that, you are probably better off walking 200 m down the road to the Apple store and getting service there.
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Old 24.04.2012, 15:44
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Re: Sunrise store down;Apple store up

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Well, Sunrise couldn't really help you in the first place, their job ends by selling you the iPhone, they just can maintain the contract regarding the line only....taking an example, if you buy Apple care to extend the guarantee of your iPhone, you're actually paying Apple to extend the guarantee not Sunrise....so end of, Sunrise have nothing to do with the original nor extended guarantee....this is the case with any mobile operator here and abroad
People using mobile phone in Switzerland know what Mowvich talked about. Point is the existing agreement between Phone stores and Apple doesn't mean it is reasonable. For example, you buy a pair of sportshoes Nike from Jemoli, and take them home. You find something wrong obviously related to its material after first use. You go back to Jemoli, and the staff there tell you sorry that he can do nothing for it and Nick is responsible for it. Ok, Mr Ed you could accept it. Got it.

I was supposed to buy a-year quarentee for my iphone at the very beginning. Before we did buy such a kind of quarentee for our previous phones. Nothing bad happened to our phone. I thought it might be not that important to buy quarentee, then we decided not to buy for my iphone. I was then so lucky to have this problem with my iphone. so keep in mind, it is wise to buy a quarentee next time.
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Old 24.04.2012, 16:06
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Re: Sunrise store down;Apple store up

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Legally Sunrise is responsible for providing you with a working product. You purchased the product from them and if push came to shove they wouldn't have much of a leg to stand on, despite what it says in their contracts.
Notwithstanding that, you are probably better off walking 200 m down the road to the Apple store and getting service there.

maybe read the op's post, the iphone got a crack in the screen, user damage is NOTHING to do with the shop you bought it from
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Old 24.04.2012, 16:11
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Re: Sunrise store down;Apple store up

I am not sure what is the problem here... I do find op being a bit sensitive over sunrise who didn't take the phone but suggest her to go 200 m. Away.



I see things much bigger than they are when I am hormonal, could it be your case? Because I really don't see the problem in the story...
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Old 24.04.2012, 16:55
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Re: Sunrise store down;Apple store up

sunrise did help the OP: they told him the correct place to go and get it fixed. he went there and got it sorted. not sure what the moaning is all about.
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Old 24.04.2012, 17:02
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Re: Sunrise store down;Apple store up

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Steve jobs never leave us
Bad news for you...

I don't actually see the problem either though... it's an apple product, apple fixes it - the fact sunrise sells them is really more of a convenience thing.
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Old 25.04.2012, 19:32
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Re: Sunrise store down;Apple store up

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This is actually the case with iphones, you buy them at mobile operators and Apple is actually handling their guarantee / repair / replacement
Depends on where you live - I've had Apple Care (hotline) send me to Sunrise for a repair because there's no Apple Store anywhere near here. As a customer, you only have a contract with the company where you bought your phone. If you bought it from Sunrise, Sunrise is legally obliged to service the phone - even if that means they'll just send it to Apple. Also: if you don't have access to an apple store: Apple actually charges you for exchanging a phone via mail.
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Old 25.04.2012, 20:40
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Re: Sunrise store down;Apple store up

One thing I've learnt over the years is that when it comes to repairs never deal with the store that you bought a product from unless that store is also an authorised service centre for that particular product.

Sure the store will handle it, as required by law, but the store doesn't send off things individually to the service centre, they'll batch up the faulty products and then send a bulk load to the repair centre, meaning your item could be sitting in the shop for up to 2 weeks before it's actually sent off to the service centre.

Ok, so now it's arrived at the service centre, but it doesn't matter a toss if your item is first out of the pile, or last out of the pile. The service centre will batch up all repairs from one shop and ship the whole lot back. Meaning possibly another 2 weeks. Now another thing you have to bear in mind is that individiuals who send, or bring in, their faulty goods direct to the service centre are almost always prioritised. Reason - they're the ones that complain the loudest. Shops don't really start questioning things unless 2 or 3 weeks have passed, however individuals will start whinging after 3 or 4 days. So your faulty item gets bumped back. Trust me, I have good knowledge and experience of the repair industry from the inside.

My experience in terms of getting stuff repaired that I was not in involved in was around 4 to 6 weeks for shop returns, and 3 to 5 DAYS for stuff sent direct to the service centre.

So basically, don't mess around with the monkey, go straight to the organ grinder.
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Old 25.04.2012, 23:03
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Re: Sunrise store down;Apple store up

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Depends on where you live - I've had Apple Care (hotline) send me to Sunrise for a repair because there's no Apple Store anywhere near here. As a customer, you only have a contract with the company where you bought your phone. If you bought it from Sunrise, Sunrise is legally obliged to service the phone - even if that means they'll just send it to Apple. Also: if you don't have access to an apple store: Apple actually charges you for exchanging a phone via mail.
Thanks to dawiz. What you explained is somehow what I thought about the contract law. Hope any lawyer in EF could make a comment on this.
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Old 25.04.2012, 23:43
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Re: Sunrise store down;Apple store up

Thanks, Slaphead. That is a story of one of my friends'. She had a contract with Sunrise(Coincident to mention Sunrise again)in the meantime got her phone (not iphone). Someday she found that her phone didn't work well. Sunrise took it to repair. Three or four weeks later, my friend was responded that the software in the phone had no problem. My friend got the phone back without any change. The phone is still not working well. If she read your comments, she would have got her phone fixed. But she already had her contract switched from Sunrise to Swisscom. She is using an iphone as well coming from the new contract.

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One thing I've learnt over the years is that when it comes to repairs never deal with the store that you bought a product from unless that store is also an authorised service centre for that particular product.

Sure the store will handle it, as required by law, but the store doesn't send off things individually to the service centre, they'll batch up the faulty products and then send a bulk load to the repair centre, meaning your item could be sitting in the shop for up to 2 weeks before it's actually sent off to the service centre.

Ok, so now it's arrived at the service centre, but it doesn't matter a toss if your item is first out of the pile, or last out of the pile. The service centre will batch up all repairs from one shop and ship the whole lot back. Meaning possibly another 2 weeks. Now another thing you have to bear in mind is that individiuals who send, or bring in, their faulty goods direct to the service centre are almost always prioritised. Reason - they're the ones that complain the loudest. Shops don't really start questioning things unless 2 or 3 weeks have passed, however individuals will start whinging after 3 or 4 days. So your faulty item gets bumped back. Trust me, I have good knowledge and experience of the repair industry from the inside.

My experience in terms of getting stuff repaired that I was not in involved in was around 4 to 6 weeks for shop returns, and 3 to 5 DAYS for stuff sent direct to the service centre.

So basically, don't mess around with the monkey, go straight to the organ grinder.
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