Support for non-contract holders

We have a question regarding support for people who want to get in touch with customer service even though the Swisscom contractual partner is not them, but their life partner, a family member or another roommate (e.g. shared apartment).

If you, as a non-contract holder, want/need to contact Swisscom customer service, you should ideally do so in writing. This means that both a copy of the problem report and a written answer/resp. The proposed solution is sent directly to the contract holder, so that everyone involved can be informed, regardless of whether they are at the contract holder’s home at the time of the Swisscom response or not.

Personally, we have rarely if ever been able to solve a problem in this way. Practically every single time we were told that Swisscom could not help in writing and that telephone contact was absolutely necessary. Either by calling yourself or leaving your own number for a call back. In these cases, Swisscom usually wanted to speak to the contract holder, who - as in our case - was often unable or unwilling to provide any information. If someone else called, they were not always, but very often, dismissed on the phone, which is why the willingness to contact telephone support continuously decreased.

Our question: Has it happened to other users besides us that Swisscom support was uncooperative and sometimes even extremely disrespectful in such cases? What experiences have you had?

Show original language (German)

It’s actually normal that support only contacts contractual partners directly, otherwise anyone unknown could possibly come across data that has nothing to do with them.

In the event of technical problems, clarifications are also discussed 1-on-1 between the two contractual partners and direct access to the system is even requested.

When it comes to product advice, it’s usually not a problem.

Show original language (German)

Installationen, Netzwerk, Internet, Computertechnik, OS Windows, Apple und Linux.

@WalterB

We support the care of companies that do not provide information about customers’ personal information to just anyone and that take the issue of data protection seriously. But that’s precisely why we prefer written contact. You already identify yourself through the Swisscom login, and a response to an inquiry via the form will only be sent to the contractual partner’s official email address. That’s why we’re surprised by the vehemence with which Swisscom wants telephone contact in practically every case, even if it makes no sense.

Admittedly, there are cases (e.g. router malfunctions, etc.) in which a direct exchange is not only desirable but more or less absolutely necessary. But in most of the cases where we contacted Swisscom, the opposite was the case. Written contact was definitely preferable (because it was necessary to send screenshots, or you had to describe complicated issues in detail, etc.).

Show original language (German)

Hi,

a somewhat annoying matter, but there are legal reasons for it.

Who told you that such contacts are best made in writing? I experience it differently. The easiest and quickest way to get to the hotline is by telephone. You call from the contract owner’s landline and, if necessary, get the owner on the phone briefly. Then calling the hotline is no problem and you will receive information.

But if the contract owner behaves uncooperatively (as you wrote in the original post) it becomes difficult. Then just talking about non-cooperation on the part of Swisscom doesn’t make things any better and, above all, as a non-contract holder you won’t achieve your goal.

Thomas

Show original language (German)

OK, I was never involved in a case like this myself because the users called me beforehand and we then contacted support together to solve a problem, so the contract owner was always there.

These were clubs where things weren’t as easy as, for example, a shared apartment, or families where the knowledge was not available.

It should actually work with a written request, but the question is whether it can solve a problem of a technical nature.

Show original language (German)

Installationen, Netzwerk, Internet, Computertechnik, OS Windows, Apple und Linux.

Problem 1:

Email vs phone

In the case of Swisscom, I would always use the telephone. Inquiries by email will, in the best case scenario, result in you being told to call. In the worse case, they are never answered at all.

In my opinion, the usefulness of the telephone should not be underestimated, especially in more complicated matters, as queries etc. are often necessary. The prerequisite, of course, is that you actually get someone on the phone who is able to deal with more complicated issues.

Problem 2:

Contractual partner not present

Providing information without being able to verify the contractual partner is a sensitive matter under data protection law. If you don’t have the contractor on hand at the time, that’s certainly not ideal and will in most cases result in you getting stuck. The support staff are not all equally strict, but in general most people stick to the “rules”. This is not just the case at Swisscom and is justified. Employees who are too “helpful” and give you information even though they cannot identify you with certainty can get into serious trouble within the company.

If this is the case you described (“family member”, “shared household”), i.e. you regularly have to clarify things for the same contractual partner, then get a power of attorney from them, e.g. Give to Swisscom.

Problem 3:

Disrespectful behavior of support staff

It’s actually never happened to me personally. The “hotliners” are often not incredibly competent, but they are actually always very friendly.

A customer once told me that a Swisscom hotliner told her during a “tough” support conversation that she was probably just too stupid to understand anything - but I think that’s a pretty isolated case.

In my opinion, friendliness is the least of the problems with Swisscom support.

Show original language (German)