Unwanted techincian and bills during switch from Vico Casa to Vivo M

Darjiling

Today I have written my dissatisfaction and complaint to Swisscom. I am writing here to see if some of you have experienced the same.

I switched from Vico Casa to Vivo M as advised to me in a Swisscom stall in an exhibition ('Messe') in Olten.I got a rebate for 3 months and a discount on initial activation costs.
When ordering the change, I was told by Swisscom support that the existing router does not need to be replaced.
I did the Vivo M setup myself (I am quite good at such tasks), but it did not work. Swisscom support reset it remotely several times but it did not help either.
So Swisscom, instead of sending me a new router, sent me a technician (I did not ask for one) who merely replaced the router with a new one.

The new router stopped working again after 10 days. Upon calling Swisscom support, who claimed that router lookes fine from their remote connection, sent the technician again (I was wary again and I did not ask for him).
He merely replaced the router again.

I have now received a bill more that two hundred francs for his service.

I have requested Swisscom to look into the issue and reverse the charges.

Addionally Swisscom has sent me the bill for 1st November two times (one for Vivo Casa, and Vivo M includes this day as well), instead of reversing the charges as the Swisscom services did not work.

Has anybody experienced something similar? Am I missing something here?

suisse

Sometimes thing go wrong.
I'll recommend that you either talk again to Swisscom 0800 800 800 or send them a mail

Darjiling

Thanks for your recommendations.

As I mentioned, I had already sent a complaint (E-mail). Swisscom has now reversed the charges which I appreciate.

However Swisscom continues to charge me for 01.11.2015 twice, and I guess I would need to send another e-mail. I am not sure if it is worth the trouble for such a small amount.

I would like to mention that I had quite lengthy calls to the support (0800800800) three times, and on two of these occasions, the support staff was adamant, sometimes rude and unwilling to listen. One of these even terminated the call abruptly when I proved to her that she had made incorrect statements, which I found a bit harsh.

I had spent several hours talking to Swisscom tech. support on 1st Nov, and I was surprised when I was told that Swisscom has no information/log that I contacted them on this day!

The whole episode has upset me as this was the second time Swisscom has tried to charge me for unwarranted product/service.

After two bad experiences, I would be wary/more careful in ordering products/services from Swisscom.

The services (Vivo casa, Vivo M) itself are high quality, but the experience during the recent upgrade of products has left me dejected both times.

Anyway I am happy that the current complaint has been resolved, albeit I have paid twice for 1st November 😞