I bought a Surface Pro 4 for my studies on September 17th. After loading and turning it on, there were many glitches, so I returned it on Wednesday (I couldn't return it on Monday because my place of study is not my place of residence). It was sent in because it had a hardware fault, so not my fault. Now I've been waiting 5 weeks for it. The expected delivery date was October 10. Now I have called several times and nobody knows where the device is at the moment. They said again that I would get it on Saturday or today (Monday). Today I called again and they said I should call the service (not available). I'm slowly getting fed up with this. I bought it especially for my studies because we record a lot and very often the professors scribble something in it. Otherwise I have to print out more than 1000 pages and that's too much for me. I'm very angry and desperate at the moment. I mean, the money doesn't come from the trees. And what kind of service is that? At least they could have given me a replacement. That's the least they could have done. They also said that it's a special case with me that it takes so long. Really a cheek. What can I do about it?
I also had to do some research: The Code of Obligations is only dispositive law. At Migros, the M-Guarantee applies, which all customers can view before making a purchase. In the event of a claim, Migros always chooses the method of settlement, which is also explicitly stated in the GTC. Anyone who buys an item from Migros accepts the terms of the M-Guarantee with their purchase. I hope this helps you. Best wishes and have a nice weekend, Simone
However, it is still not a positive shopping experience when you buy an expensive device from Melectronics and find out at home that it is faulty or even unusable and Migros decides 2 days later that this device will be sent in instead of exchanged.
Guest
Hello @Glatt-Mann Every claim is always analyzed in detail. Because not all defects are warranty cases. Unfortunately, the branches cannot carry out these technical checks. We have this expertise in our central workshops. Our appliances generally provide good service for a long time, but if you should ever have a problem with our appliances, our specialist technicians and support staff will be happy to look after and assist you.
I know this thread is several months old, but I'm annoyed about exactly the same thing. I have a Garmin sports and activity watch that cost 248 and I used it every day to monitor my health. After six months, one morning the screen went black and nothing worked. So I took it back to melectronics as a warranty claim. They sent the watch in and printed me a bill saying that I would probably get it back more than six weeks later. Over a month: that's not customer-friendly! Is this supposed to encourage customers to forgo warranty services? This is my first warranty claim with Migros and I'm extremely annoyed that I didn't buy the device elsewhere. At Media Markt they would have given me a voucher for a replacement straight away.
Unfortunately, the fact is that inquiries about warranty cases are always answered with the standard'we have to send it in' and the usual ~6 week deadline. Not only at Migros, but also. And then please always send the whole device and not just the part that is broken. The processes are apparently not really flexible and therefore unfortunately customer-unfriendly, especially if you know something about it yourself and want to help keep the repair time as short as possible.
A "cabinet of horrors" from the last few years:
Laptop at MElectronics. After ~1.5 years, one of the 2 installed RAM bars is defective. Constant crashes etc. are the result, but the error can be easily localized with Memtest86+ and also temporarily bypassed by removing the faulty RAM. My suggestion: MElectroncs should send in the defective RAM, ~6 weeks with 1 GB instead of 2 GB is no problem. No, the entire laptop should be sent in. On the one hand, this is impractical because I won't have it for 6 weeks, and on the other hand it's much more complicated in terms of data protection. In the end, I bought a new RAM module myself for 50-100 CHF and installed it. It works.
Next laptop, this time (due to the experience above, I'm afraid to say) bought from digitec. After about ~1 year, various keys on the keyboard suddenly died, but since it was a detachable, after a short discussion I was able to convince the employee to only send in the keyboard dock - took ~6 weeks. However, after the keyboard was repaired, the previously functioning touchpad was defective. After a call directly to the workshop (SwissIT Repair, fortunately the number was on the receipt), the person responsible apologized, I was able to send the dock back by A Mail, it was repaired within a day and then also returned to me by A Mail. I was very pleasantly surprised - mistakes can happen, the treatment was great. But that also shows that it can apparently be donein less than 6 weeks if necessary.
Smartphone, dead after ~8 months without external damage. Same tragedy, has to be sent in. Of course, not being reachable on the cell phone for ~6 weeks is not an option. So I bought a new one, had the old one sent in anyway and gave it away to a friend after the repair. Yes, that's another way to boost sales ...
Repair and warranty services would be something that could set traditional retailers apart from their online competitors. For example, why can't a replacement device be provided for the duration of the repair (in the case of electronics)? Why is an exchange not possible? Why is it sometimes not the smallest possible part that is defective that can be sent in, but the entire device? And: Why do the repair shops always need ~weeks for warranty cases, when apparently - if you ask correctly - it can be done in ~days?
Guest
Hello everyone
Thank you for your feedback, for thinking along and for your input. I understand your disappointment and have discussed your concerns with my colleague in customer support. They are really keen to ensure that your concerns are dealt with as quickly as possible. Unfortunately, things are not that simple and the scope for action is often limited.
When registering a warranty claim, the complete device including all accessories must always be sent in. This is because not every customer can make diagnoses themselves and even if they can, the manufacturer would like to check everything themselves. Only if the complete item has been checked and the manufacturer has been able to repair and rectify everything can we guarantee that the repair is of a sustainable nature.
Unfortunately, it is not possible for us to provide replacement devices for all items in our large range. The costs for procurement, maintenance and administration would be enormous - and unfortunately unsustainable.
We are aware that the manufacturers' repair times are sometimes quite long. We repeatedly approach the manufacturers about this, but unfortunately there is nothing we can do apart from that.
@Bodenseeknusperli: Do you still have the correspondence about this case? If so, could you send it to me at migipedia@mgb.ch? In principle, Migros does not charge any advance fees for cost estimates. The cost estimate is therefore free of charge. The only thing that would cost something would be the repair offered in the estimate. If the customer decides against the repair, the customer pays nothing and receives the defective device back. We would like to find out what was charged in this case.
Thank you for your understanding and best regards, Tabi
Even my fridge with freezer was sent in. And it's not from Migros, but from V-Zug. Seems to be the norm these days. At least I got a replacement appliance
