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-   -   Donít choose Salt (https://www.englishforum.ch/tv-internet-telephone/299773-don-t-choose-salt.html)

Inselaeffli 23.08.2020 10:24

Donít choose Salt
 
Their customer service really sucks.

Just saying.

Island Monkey 23.08.2020 10:32

Re: Donít choose Salt
 
Quote:

Originally Posted by Inselaeffli (Post 3209876)
Their customer service really sucks.

Just saying.

Very true!

Inselaeffli 23.08.2020 10:38

Re: Donít choose Salt
 
Yeah not sure why that deserves a groan. Currently waiting for customer service for half an hour so far, after spending morning so far trying to sort out technical problem with paying a bill. This is not a company that treats its customers well.

k_and_e 23.08.2020 10:41

Re: Donít choose Salt
 
Quote:

Originally Posted by Inselaeffli (Post 3209879)
Yeah not sure why that deserves a groan. Currently waiting for customer service for half an hour so far, after spending morning so far trying to sort out technical problem with paying a bill. This is not a company that treats its customers well.

Do they solve such non-critical issues at all on Sundays?

Inselaeffli 23.08.2020 11:01

Quote:

Originally Posted by k_and_e (Post 3209880)
Do they solve such non-critical issues at all on Sundays?

If not, I donít think itís too much to ask to state that at the start of the call process, instead of making customers wait 1/2 hour. And I have called during the week but gave up after 15 minutes.

But to be fair I did eventually get through, and they were very helpful. So problem sorted eventually. Just the set-up process isnít great, and getting help means a long call wait.

If their onboarding process were technically seamless it would not be an issue. But it definitely isnít, so you need customer support to help.

Guest 23.08.2020 11:12

Re: Donít choose Salt
 
Quote:

Originally Posted by Inselaeffli (Post 3209879)
Yeah not sure why that deserves a groan.

Because you made a blanket attack without any supporting info.
Quote:

Originally Posted by Inselaeffli (Post 3209879)
Currently waiting for customer service for half an hour so far, after spending morning so far trying to sort out technical problem with paying a bill. This is not a company that treats its customers well.

Wow, what a sense of entitlement!

It's a Sunday morning and their call centres are a bit busy. Deal with it, or call back tomorrow when they might have more available staff.

I recently had reason to call them several times about a problem with online data connection. Each time, I got to speak to someone who tried to help (in the end it turned out to be my adblocker settings, which they clearly coudn't help me with).

So should I extrapolate from this to infer that their customer service is always absolutely superb? No, just that my experience at the time was not bad.

You, in the other hand, seem prepared to diss the whole organisation on the basis of one call.

Edit: which I see has now been resolved.

Inselaeffli 23.08.2020 11:25

No it hasnít. The link to set up a new online account expired before I could input all details. So back to call wait purgatory to get a new link sent.

Quote:

Wow, what a sense of entitlement!
You say that like itís a bad thing.

Itís not like Iím asking for my broadband to be delivered on a golden platter by vestal virgins.

Just that I donít have to spend many hours overcoming hurdles because of their clunky tech and long call wait times.

Iíll take your advice though and call tomorrow, perhaps will be better.

AnnaSophiaA 23.08.2020 14:46

Re: Donít choose Salt
 
Weíve never had an issue with Salt. Weíve been using it the two of us for almost four years, and my husband was using it for I donít know how long before that. Of course in general if we need help we stop by the shop and get fantastic service.

Belgianmum 23.08.2020 15:23

Re: Donít choose Salt
 
Iíll add my voice to the never had a problem with Salt brigade, weíve been with them for over seven years and any issue Iíve had with them has been resolved quickly and painlessly.

PanFastic 23.08.2020 19:59

Re: Donít choose Salt
 
50 chf all included in Europe and USA.
How can you moan on that?

londonboy 23.08.2020 21:19

Re: Donít choose Salt
 
I have Salt Fiber and mobile - great quality of products and customer service and zero issues.

Trickyt57 24.08.2020 03:00

Re: Donít choose Salt
 
I quit Salt for Sunrise because there was literally no network on the way in to Geneva by train during the morning rush hour. That was 2 years ago.

That was like depriving me of my morning coffee.

I quit Sunrise for Swisscom because Sunrise were too expensive after the introductory deals ran out. Now I am on Swisscomís introductory half-price deal.

Of the three the Swisscom service is the best.

smilerbaker 24.08.2020 08:54

Re: Donít choose Salt
 
all telco's all over the world suck, always have, always will. we've been with them all over the years - sunrise, orange/salt, cablecom and swisscom, and to be fair swisscom have been to most pathetic - from charging us for a service we couldn't even receive (and refusing to refund) to charging us for a new internet box and an engineer to 'fit' it when their lines where hit by lightening and took out the whole village - your insurance should pay sir.

its no secret swisscom have the best mobile network, but also, by far, the most expensive prices so why moan that your cheaper service isn't as good??

Susie-Q 24.08.2020 16:21

Re: Donít choose Salt
 
Salt is a far cry from the initial provider, Orange. I've stayed with them since I'm too lazy to change. For my work phone, I have Swisscom and they are by far the best...but at a price. ;)

araqyl 24.08.2020 22:16

Re: Donít choose Salt
 
Quote:

Originally Posted by Inselaeffli (Post 3209876)
Their customer service really sucks.

Just saying.

Another one who's only had good experiences with Salt, both for mobile and home internet/tv.

I once had a small issue, called them up, got it sorted quickly.

Konuku 25.08.2020 08:45

Re: Donít choose Salt
 
I have been with them ever since I moved here (7 years). I have had terrible customer service and good as well. I personally think it has improved over the years. When I got an iPhone in 2015, it was absolutely dreadful. I wanted to pull my hair out for 2 months waiting for my missing phone, being overcharged (and not being credited), talking to literally 10 different people and none of them actually doing anything about the problems though they promised they would all be sorted (they weren't - at least right away), etc. But in the last few years, they have responded well. And their prices are SO much better than Swisscom. So it's a balance.

Troublawesome 25.08.2020 09:02

Re: Donít choose Salt
 
Left them too, horrible service

WhenIGo 25.08.2020 16:00

Re: Donít choose Salt
 
Customer service aside, their coverage is absolutely abysmal.

I have Salt via my employer while my partner has Swisscom. He almost always has service when we're in the mountains and I never do..

TobiasM 25.08.2020 16:19

Re: Donít choose Salt
 
Quote:

Originally Posted by WhenIGo (Post 3210630)
Customer service aside, their coverage is absolutely abysmal.

I have Salt via my employer while my partner has Swisscom. He almost always has service when we're in the mountains and I never do..

And the point of going into the mountains is?

Pandalicious 26.08.2020 01:03

Re: Donít choose Salt
 
Salt have been outstanding for me, unltd calls, texts, 4g all for 29 CHF per month.

NickGB 26.08.2020 09:18

Re: Donít choose Salt
 
Just a general comment on all telephone support. I have found that I tend to get through more quickly if I do not choose the English language option.

Wakers 27.08.2020 00:38

Re: Donít choose Salt
 
Oh gosh, have we got some stories about Salt.


My wife and I were contracted with them for a while, because they had a good deal for people under 30.


Anyway, we're both past that threshold and so wanted to move on.



Despite the wording in both of our contracts being identical (it was in fact, one contract with two phone numbers), they decided that my wife should pay 200CHF to cancel, while I could cancel for free.


After a couple of months of bickering (telephone support are useless at best, intentionally misleading at worse), we finally got them to agree that the contract states that there would be no fee for cancellation after a certain period of time.


Next issue - for the first 6 months after the contract ended, Salt kept sending us bills. Not, as you might think and somewhat understand, for the flat rate of the contract that had no ended, no, but for mysterious call and data usage that a) happened past the end of the contracted date and b) didn't even line up with call and data usage with our new service provider.


The people in the shops are also useless and rude. Ask to cancel, they say call the phone line. One guy was selling a phone to someone in English in front of us, and then when we got the line to cancel, suddenly they can't speak English any longer. When my wife reveals that she's Swiss, he said 'I don't have time' and asked the next customer forward.


Salt. Never again.


Don't go to Salt fibre, either. It's cheap because it's crap.

araqyl 27.08.2020 05:31

Re: Donít choose Salt
 
Quote:

Originally Posted by Wakers (Post 3211280)
Salt. Never again.


Don't go to Salt fibre, either. It's cheap because it's crap.

Sounds like you've had a shocker with both the billing centre, call centres, and your local store!

In stark contrast, the staff at my local Salt store have always offered me the best deals (literally - one time they offered a deal that included my son's phone contract linked to mine for 9.95, and since they were linked I got a 15 franc per month discount on my contract. This was offered when I asked for a pre-paid, since he wouldn't be using the phone much, and I accepted since being paid 5 francs a month is even better than pre-paid and minimal use). They also use whichever language they know that a customer prefers.
As for billing, once I went outside Switzerland and the Go Europe option (for standard in-Switzerland prices on calls and SMS while roaming) didn't switch on when I selected it on the website before leaving the country. A few calls later, the bill was 'compensated' on the next monthly bill.

As for Salt fibre, we've had fewer problems than we did when we had Swisscom and it runs much faster - as advertised.
The biggest issue is with the layout of our apartment, since the fibre socket is about five metres of wall away from the nearest power socket (so nothing to do with Salt, the fibre socket was there before we moved into the apartment).

Capitan Harlock 27.08.2020 08:40

Re: Donít choose Salt
 
I know people here all had bad experiences with Salt but just to contribute with mine.

I got Salt Fiber for my apartment and Salt Mobile for me and the Mrs when we moved here as the combined price was good.

Salt Fiber: yes the Apple TV remote (however not really their fault) is atrocious but SaltTV is very good in terms of channels and functionalities. The connection speed for me was spot on. As the maximum you can get in CH at the moment is 1 Gbit/s my apple tv connected with cable to the router always scored 90 to 95% of the maximum theoretical speed. Never had an issue in 2 years, activation was quick and fast in 2 weeks.

Salt mobile: yes there are some areas where the connection is poor. But as I live and work in Geneva city this doesn't bother me much. Again never had an issue in 2 years. Price is fair compared to Swisscom.

I had to close my Fiber contract as I moved to a part of Geneva not covered by Salt so now I use Init7 (Hybrid7, so Init loans the line from Swisscom) and speed is a bit lower (75 to 85% of the maximum theoretical speed). I was able to close my contract pretty quickly and no penalties as I was closing it by moving to an area not covered by Salt.

I have to say that I would have kept Salt Fiber if I were able to do so.

ennui 27.08.2020 09:41

Re: Donít choose Salt
 
Weíve had salt from before it was salt. Itís been largely fine. We had Swisscom in our flat from 2012 to last year, and ended up switching to salt fiber too. Itís fine, weíve saved a bunch of money, and my interactions with customer service have been generally good. But I know everyoneís experience is different.

I did have a very poor interaction with customer service a few years ago, reported him and had a better interaction with another agent. There are assholes everywhere.

We switched to the plan that has free roaming, and got that for half price, so weíre happy.

freeburgh 01.09.2020 22:46

Re: Donít choose Salt
 
Now that UPC has made an offer to buy SUNRISE... well...

you think salt was bad.. hold my beer.....

UPC has the worst level of service, and them buying SUNRISE
bods bad omens for sunrise service which are generally decent.

Wait and see.. but having 3 brands that suck makes swisscom
look really really good.

UPC absolute shit
SALT mostly works
SUNRISE quite decent

after merger

UPC/SUNRISE shite
SALT (no reason to try hard further deteriorates)
SWISSCOM increase prices in line with people running away from
those other poor quality carriers.

Its going to get more expensive for carriers in swiss, next few
years not cheaper sadly..

Capitan Harlock 02.09.2020 15:17

Re: Donít choose Salt
 
Quote:

Originally Posted by freeburgh (Post 3213090)
Now that UPC has made an offer to buy SUNRISE... well...

you think salt was bad.. hold my beer.....

UPC has the worst level of service, and them buying SUNRISE
bods bad omens for sunrise service which are generally decent.

Wait and see.. but having 3 brands that suck makes swisscom
look really really good.

UPC absolute shit
SALT mostly works
SUNRISE quite decent

after merger

UPC/SUNRISE shite
SALT (no reason to try hard further deteriorates)
SWISSCOM increase prices in line with people running away from
those other poor quality carriers.

Its going to get more expensive for carriers in swiss, next few
years not cheaper sadly..

For the landline Init7 is a valid option (if you are covered).

marioch 12.11.2020 14:00

Re: Donít choose Salt
 
A word of warning, if you reply to an online or sms offer be sure to take screen shots of the offer and of your submitted reply. I have generally had a good experience with Salt but two years ago I decided to take an offer sent by email. I went to the website and registered to accept. Before hitting the submit button I decided to take a screen shot at the last second. After hitting the submit button to accept the offer the session was frozen and I did not get an acknowledgement screen. The next morning I called Salt and they said that such an offer was not available so I would need to take another more expensive plan to continue my subscription.
Luck for me I had the screen shot that I could email and demand that they honor. It took a couple of calls but the accepted in the end.
The lesson learned is to always take a screen shot of the offer and your acceptance before submitting the order so you have some proof.

altobarn 12.11.2020 23:51

Re: Donít choose Salt
 
Quote:

Originally Posted by marioch (Post 3238611)
A word of warning, if you reply to an online or sms offer be sure to take screen shots of the offer and of your submitted reply. I have generally had a good experience with Salt but two years ago I decided to take an offer sent by email. I went to the website and registered to accept. Before hitting the submit button I decided to take a screen shot at the last second. After hitting the submit button to accept the offer the session was frozen and I did not get an acknowledgement screen. The next morning I called Salt and they said that such an offer was not available so I would need to take another more expensive plan to continue my subscription.
Luck for me I had the screen shot that I could email and demand that they honor. It took a couple of calls but the accepted in the end.
The lesson learned is to always take a screen shot of the offer and your acceptance before submitting the order so you have some proof.

Different experience from a friend of mine - received an email which looks highly similar like sent by Salt to offer a cheaper internet package. Luckily without taking the bite she happened to stop by the Salt shop the next day and was told Salt never sends such email to customer to offer any cheaper package.

A closer look on the email address turns out it's an internet scam with fake address. :msncrazy:

robogobo 22.01.2021 10:52

Re: Donít choose Salt
 
Anyone aware of tools available to check the coverage areas of different providers, perhaps one comparing internet, dropped calls, etc from different providers? I checked kassensturz and didn't find anything recent. Sure would be nice to have independently compiled data available.

Treverus 22.01.2021 11:46

Re: Donít choose Salt
 
Quote:

Originally Posted by robogobo (Post 3266306)
Anyone aware of tools available to check the coverage areas of different providers, perhaps one comparing internet, dropped calls, etc from different providers? I checked kassensturz and didn't find anything recent. Sure would be nice to have independently compiled data available.


These tools are for practical purposes useless in CH. I used to work for a telco before and we had tons of complains that people had bad reception in their homes while we could see that the network was extremly strong in their area. Swiss buildings, especially the modern ones, are build with TONS of steel to reinforce the concrete. No idea why they do this so much more than others... but I do know that this screws up peoples reception at home.

Axa 22.01.2021 12:25

Re: Donít choose Salt
 
Quote:

Originally Posted by robogobo (Post 3266306)
Anyone aware of tools available to check the coverage areas of different providers, perhaps one comparing internet, dropped calls, etc from different providers? I checked kassensturz and didn't find anything recent. Sure would be nice to have independently compiled data available.

@robodogo: As Treverus mentioned, there's a great difference between the signal strength inside and outside a building. If it's critical for you, just get a 4G booster (not sure if there's already a 5G one). I thought once about it because my 4G box only has half the bars of signal inside the house.....but the speed is good enough, laziness wins.

@Treverus, steel make buildings more resistant to earthquakes. Earthquakes are not that frequent in CH but they do happen. There could be widespread devastation considering the amount of old buildings.

Macer 22.01.2021 16:56

Re: Donít choose Salt
 
Quote:

Originally Posted by Axa (Post 3266346)
@robodogo: As Treverus mentioned, there's a great difference between the signal strength inside and outside a building. If it's critical for you, just get a 4G booster (not sure if there's already a 5G one). I thought once about it because my 4G box only has half the bars of signal inside the house.....but the speed is good enough, laziness wins.

@Treverus, steel make buildings more resistant to earthquakes. Earthquakes are not that frequent in CH but they do happen. There could be widespread devastation considering the amount of old buildings.

If your box supports it, you can get an external antenna. This has worked well for us.

Izzt89 22.01.2021 18:46

Re: Donít choose Salt
 
I have an additional problem with Salt. I have one of the EU/USA plans (call as much as you want for 39 CHF (or 49 CHF) per month.
The problem is : Every single time (and yes, it is every single time) that I call abroad, the person on the other side sees a number from a 3rd country: Greece, Croatia, Germany... or 'private number', so some people (friends, family or customers) do not pick up because they don't recognize the number. Calls to Switzerland are OK, but calls to EU / USA, always always a strange number appears.

I have gone several times to the shop to consult and 'softly complain', but the customer service is completely clueless as of what I'm talking about.

My hypotheses is that Salt 'subcontracts' local, European cheaper mobile networks (whichever is available) to transfer the calls... has anybody experienced the same problem? any way to solve it?

besmegenis 22.01.2021 20:16

Re: Donít choose Salt
 
I had this too with lycamobile. Very annoying for other people as they think some nonsense is happening. After some time it sort of disappeared and on top of that I am not using it much lately so not sure.

I think this is common technique by cheapest providers. I am not telco person but I think your assumption is correct.


Quote:

Originally Posted by Izzt89 (Post 3266512)
I have an additional problem with Salt. I have one of the EU/USA plans (call as much as you want for 39 CHF (or 49 CHF) per month.
The problem is : Every single time (and yes, it is every single time) that I call abroad, the person on the other side sees a number from a 3rd country: Greece, Croatia, Germany... or 'private number', so some people (friends, family or customers) do not pick up because they don't recognize the number. Calls to Switzerland are OK, but calls to EU / USA, always always a strange number appears.

I have gone several times to the shop to consult and 'softly complain', but the customer service is completely clueless as of what I'm talking about.

My hypotheses is that Salt 'subcontracts' local, European cheaper mobile networks (whichever is available) to transfer the calls... has anybody experienced the same problem? any way to solve it?


robogobo 22.01.2021 20:55

Re: Donít choose Salt
 
Iím not concerned about indoor vs outdoor since thatís an issue with every provider, and my concern isnít about coverage in my own house. Iím talking about a report of dropped calls, coverage in trains, along the autobahn, at ski resorts and such. The maps on the providersí websites are intentionally ambiguous.

Since UPC bought Sunrise, their customer service is terrible. Their prices have actually gone up, and they no longer seem to care if you threaten to switch to Salt. So, I think thatís exactly what Iím going to do.

DL21 22.01.2021 23:17

Re: Donít choose Salt
 
Never had a problem with salt 4g. More reliable than Swisscom dsl and cable com in my experience.

LifeStrain 22.01.2021 23:23

Re: Donít choose Salt
 
I originally subscribed to Orange, it way way cooler back then.

On the topic, I believe it is excellent. They had a promotion for unlimited data/calls in CH + 100MB roaming in EU, which with all cumulative discounts costs me only 29/month.

In rural areas the signal might disappear sometimes, but why a ZŁrcher should care about rural areas? :p

Treverus 23.01.2021 11:24

Re: Donít choose Salt
 
Quote:

Originally Posted by robogobo (Post 3266551)
Iím not concerned about indoor vs outdoor since thatís an issue with every provider, and my concern isnít about coverage in my own house. Iím talking about a report of dropped calls, coverage in trains, along the autobahn, at ski resorts and such. The maps on the providersí websites are intentionally ambiguous.

Since UPC bought Sunrise, their customer service is terrible. Their prices have actually gone up, and they no longer seem to care if you threaten to switch to Salt. So, I think thatís exactly what Iím going to do.

There is no such thing as a report on dropped calls. And you canít just blame the network for that.
Trains: very interesting use case. My tip: itís a tube with several hundred phones moving from cell to cell at high speeds. So if you sit in the front of the train your reception will be a LOT better than in the back, no matter what network. While Swisscom has the strongest network, do they also have by far the most users... so you might have a better experience with a Ąworse but unpopularď network on a train.

Ski resorts: roll a dice.

cyrus 23.01.2021 11:50

Re: Donít choose Salt
 
Never had to call salt customer service, tbh, i had my phone pickpocketed last year, pretty upsetting but i walked into a salt shop next day and got a new sim card and was back up and running as if nothing happened, apart from the loss of a very nice iphone. On the plus side, i donít think the guys who nabbed it ever managed to unlock it, i got a notification several months after saying someone tried to unlock it.
Iíve been overall, pretty happy with their unlimited data plan, which i abuse to high hell


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