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Old 08.10.2019, 14:51
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Swisscom One Mobile Go

Unlimited within Switzerland and Europe.
Unlimited surfing, calls and SMS in CH and EU/Western Europe.


says the advert here:
https://www.swisscom.ch/en/residenti...mobile-go.html

My wife went to the shop, explained what we were looking for and signed up for this at 40CHF per month (switching from prepaid).
Our first monthly bill has just come in at 180CHF!
It appears that the package does not include calls from Switzerland to other countries.

I am wondering what would be the best way to complain about this.
Is the advert misleading - if so, which body would look into that?
Is there a body which regulates the telephone operators which might be interested in this sharp practice?
Was there a duty of care on the staff in the shop to inform us that calls from CH to EU were not included, given that we explained our situation?
We have since activated the "bestselling" 20CHF a month option for this.

I appreciate that we should have studied the contract and read the small print but I am interested to know if, in Switzerland, there is a way to complain about this.
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  #2  
Old 08.10.2019, 14:59
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Re: Swisscom One Mobile Go

It very clearly states on that same page that calls from Switzerland to the EU are not included in the bundle.

As for the conversation, I was not there so no clue what exactly has been said, asked or promised.

Looks like a typical case of suck it up and lesson learned for next time.

Last edited by EdwinNL; 08.10.2019 at 16:45.
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  #3  
Old 08.10.2019, 15:01
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Re: Swisscom One Mobile Go

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It very clearly states on that same page that calls from the EU to Switzerland are not included in the bundle.

Exactly. Had a look at that one as well and it was clear from the description that calls from Switzerland to Europe were not included. Only Europe to Europe and Switzerland to Switzerland.


And it wasn´t in the fine print :-)
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Old 08.10.2019, 15:04
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Re: Swisscom One Mobile Go

I do not like Swisscom at all but I do not think is misleading.
With only one click I was able to get the information needed: for an additional 20chf you get international calls...so I doubt that you will get out of this.
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Old 08.10.2019, 15:53
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Re: Swisscom One Mobile Go

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It very clearly states on that same page that calls from the EU to Switzerland are not included in the bundle.

As for the conversation, I was not there so no clue what exactly has been said, asked or promised.

Looks like a typical case of suck it up and lesson learned for next time.
Actually it says that calls from the EU to Switzerland ARE included. But calls from Switzerland to the EU not.

Quote:
Calls from EU / Western Europe to EU / Western Europe, to Switzerland, to the COMBOX® and within the visited country - included
I agree with the OP that the ad is highly misleading. A promise in the headline of "Unlimited surfing, calls and SMS in CH and EU/Western Europe" sounds pretty unambiguous unless you dig into the hidden details below. I'm pretty sure the UK ASA would ban the ad as is but of course Switzerland lacks more than a minimal consumer protection.
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Old 08.10.2019, 16:24
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Re: Swisscom One Mobile Go

I think this response comes closer to answering my original question.
What recourse is available to the consumer?
Are consumer protection laws the same as elsewhere in EU?
If I did want to pursue a case against Swisscom, where would I go?
In the UK, there would be the ASA, the Communications Ombudsman, Consumer Protection Legislation and the Small Claims Court.
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Old 08.10.2019, 16:28
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Re: Swisscom One Mobile Go

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I think this response comes closer to answering my original question.
What recourse is available to the consumer?
Are consumer protection laws the same as elsewhere in EU?
If I did want to pursue a case against Swisscom, where would I go?
In the UK, there would be the ASA, the Communications Ombudsman, Consumer Protection Legislation and the Small Claims Court.

What for? Not fully understanding what the ad means?


In this case you will have no chance.
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Old 08.10.2019, 16:41
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Re: Swisscom One Mobile Go

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I think this response comes closer to answering my original question.
What recourse is available to the consumer?
Are consumer protection laws the same as elsewhere in EU?
If I did want to pursue a case against Swisscom, where would I go?
In the UK, there would be the ASA, the Communications Ombudsman, Consumer Protection Legislation and the Small Claims Court.
In Switzerland the law and general opinion is that if apples are advertised, and you buy apples that it is your problem if you actually wanted pears. And no consumer organisation is going to change that.
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Old 08.10.2019, 16:42
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Re: Swisscom One Mobile Go

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Actually it says that calls from the EU to Switzerland ARE included. But calls from Switzerland to the EU not.
Thx, my bad. That should have been Switzerland to the EU just like what caused OP's problem. I'll Edit
Quote:



I agree with the OP that the ad is highly misleading. A promise in the headline of "Unlimited surfing, calls and SMS in CH and EU/Western Europe" sounds pretty unambiguous unless you dig into the hidden details below. I'm pretty sure the UK ASA would ban the ad as is but of course Switzerland lacks more than a minimal consumer protection.
He can actually do unlimited calls, just not for free to every destination.
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Old 08.10.2019, 20:01
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Re: Swisscom One Mobile Go

In Switzerland, there is a consumer rights body. However, it deals with major issues spanning across vast sections of the public, such as some aspects of the introduction, a while ago, of the new terms and conditions of the Swiss Rail card.

I agree with Edwin and Roegner that the general notion here is that if you sign a contract, you, and you alone, are responsible for having taken the time and trouble to fully understand all the clauses.

To take Edwin's example a bit further, if there's a sign saying: "Apples, Fr. 2 per kg", but that sign is up in front of trays of strawberries, it is still up to you, before you pay at the till (the conclusion of the transaction) to have ascertained whether it is apples or strawberries that you are buying. If the product is open to see, you can check yourself. If it is not open to see, the mindest in Switzerland is that the onus is on you to find out.

You might find the answer you need here:
https://www.konsum.admin.ch/bfk/en/h...telle/faq.html

See also here, under "Telecomunicazione" (in Italian, since your profile shows you as in the Ticino)
https://www.konsum.admin.ch/bfk/it/h...dsstellen.html
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Old 09.10.2019, 00:45
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Re: Swisscom One Mobile Go

I have the same contract and use Viber or WhatsApp for calls to Europe from my mobile.
I'm afraid you won't have much chance complaining.
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Old 10.10.2019, 15:16
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Re: Swisscom One Mobile Go

I had a long go with Swisscom when I was "migrated" into this contract. My previous contract gave me 60 minutes/month of calls into Europe. I complained the ads were misleading that Switzerland was part of Western Europe, like it or not. They don't seem to care and I can't be bothered taking it up with whoever deals with misleading advertising.
That said when I make calls from Switzerland to Europe, I either make them over Skype (when I have a credit and it's cheaper anyway), or else even easier, just connect to a French mobile provider (I live near the border).
Yep, I don't understand Swisscom's logic - I can make unlimited calls using a French mobile provider anywhere in Europe, but not using Swisscom.
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