So, like many of you who live in the attic floor and recently just braved the heatwave I, mostly for the sake of my pets (and me) have ordered myself a portable AC yesterday. Being the moron that I am I only started looking for one recently and when I saw that a Fust had one single device ready to be picked up immediately, I pulled the trigger and bought it. I got a confirmation mail, then later I got another E-Mail with the invoice and the date of pickup. But when I called the store this morning to make sure, they told me they didn’t have it. Instead of searching for a solution they immediately wanted to refund my money. I did ask about later delivery or getting me comparable product, but the dude on the phone very clearly was overwhelmed and referred me to their customer service hotline. I had read their T&Cs before calling and I consulted a friend of mine who is a contract lawyer. It supposedly seems clear. With a formal invoice that’s already paid, there is a legal contract. (I have recieved a true Rechnung, not a “Bestellbestätigung” or the like.) After a 30 minute wait on the hotline the woman on the phone also didn’t even attempt to offer me another solution. When I mentioned the invoice and that we entered a contract I heard the supervisor of the person on the phone trying to get her to tell me that there is no contract. When I overheard him I told the woman I could hear her supervisor, so he took over the call. He immediately started stonewalling me and didn’t even let me speak my complaint, he kept insisting that there was no legal contract despite me getting the order conformation and an invoice saying that paid. He also told me that customer service can’t help me trying to find a replacement product as they’re not trained on products.(?) I have put on an E-Mail with a reminder about the delivery delay telling them they have a deadline of 10 business days to either deliver or send me an equal replacement product. To summarize, I’m not mad they made a mistake, and I don’t expect them to pull an AC out of their hats. But generally when you violate a contract you try to fix the mistake, not just back out of the contract. Despite my confidence that I am fully in the right here I acknowledge I might be not, that’s what the Ombsudsman is here for. But even in that case, I very seldomly have experienced such abysmal customer service. Edit: Since apparently I haven’t been enough clear. I’m not mad about not getting the thing. I’m “mad” about the miscommunication & gaslighting. submitted by /u/ogdefenestrator
Originally posted by u/ogdefenestrator on r/Switzerland