M-Budget DSL - an absolute disaster! | General | Forum

M-Budget DSL - an absolute disaster!

M-Budget DSL - die absolute Katastrophe!

11 years ago

I know there are already a few posts on this topic. But maybe this will help Migros to realize how terrible the customer service at M-Budget DSL really is... I'm very disappointed in Migros for lending their name to something like this!

Short summary;
- Registration with M-Budget DSL, electrician organized for connection date
- Connection confirmed, electrician arrives but cannot establish connection. Has to call Swisscom technician.
- Swisscom technician arrives and finds out that my distribution box is registered in the wrong property in the Swisscom / M-Budget system.
- 5 weeks of back and forth about who is to blame, where the fault lies, who has to fix it, etc. Absolutely no clear information about what is going on, when I can expect the connection, etc.

But what should I do? Contact customer service?
- By phone: unfriendly, unhelpful, unable to provide clear information.
- Email: was only answered weeks later.
- Letter - and this is the absolute highlight: on the recommendation of my legal expenses insurance, I forwarded my problems to the Service Center in a registered letter. This was not collected / countersigned for 8 days (!!!)! What's the point of that?

In the meantime, the connection has been running for almost a month. But just now I had to pay a subscription bill for the end of March. This is despite the fact that my connection was only activated at the beginning of May. The customer service employee naturally promised to cancel the corresponding bill, but apparently didn't do so, as I received a reminder.

But, no problem, if you have any questions about the bills "please contact the service center"... I did, over two weeks ago... No answer, of course...
So I paid it. I think Wingo is more likely to be chasing me for 1.95 than to reply to my mail...

By the way, I was kindly promised "compensation" for the whole drama. But it doesn't even cover the costs for the first - completely unsuccessful - visit by the electrician (couldn't establish a connection because the service was connected in the wrong building). Discussing this with the customer service employee was just another waste of time...

So, now I've got the frustration down a bit... Conclusion;
@Migros: I am very disappointed at what is going on under your name!
@All others: keep your hands off M-Budget DSL / TV

P.S: It's quite possible that my Internet is also slower than promised, I haven't tested it yet... At the moment I'm happy that it works at least halfway...

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All replies (10)

Guest

11 years ago

I can only agree, M-Budget DSL / TV is a big disappointment.
The service center doesn't deserve the name and Migros doesn't seem to care.

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Guest

11 years ago

I am also disappointed. The connection still worked well.
However, the TV Guide, replay and recording function are unreliable and the Service Center is an imposition. I'm forced to reset the TV box at least every two weeks.
It annoys me that Migros is advertising a product this spring that is of poor quality/not fully developed and that the Service Center is not even able to offer the service - just in terms of quantity!

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Guest

11 years ago

Hello migros@davidmue...

We would like to resolve the problem with the invoice and issue a credit note. Can you send us your contract number, your full name and possibly the invoice number by e-mail so that we can solve the problem?

Please send your message to migipedia(a)mgb.ch. Subject: M-Budget DSL - Invoice credit

Thank you and best regards
Tanja, Migipedia team

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Guest

11 years ago

Hello Tanja

When will Migros finally solve the problem with the poor service center? Customers have been pointing out for months that the service is lousy and yet nothing happens on the part of Migros. This is neither customer-oriented nor customer-friendly. How about your managers taking responsibility?

Greetings
Raphael

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Guest

11 years ago

migros@davidmue..., I also had problems with the electrician. I'm not sure who is responsible:
- the electrician I ordered only connected my connection in an intermediate distributor, no connection, "the fault must lie with Migros"
- the Swisscom technician then realized that it was only an intermediate distributor and made the correct connection in the main distributor

The fact is that I could not reach the support team during the visit of the 1st electrician. Neither the normal nor the "electrician support" (in the email with the connection data). My email support request, which I had laboriously typed on my cell phone to check the DSL data, was not answered.
All in all, I had no Internet for about 4-5 days. I'm not sure who is responsible for this. On the one hand, the 1st electrician must have failed. The difference between the intermediate and main distributor is obvious. On the other hand, the data from Migros may also have been inadequate (for example, the email does not state where the main distributor is located - but the Swisscom technician has this information).

I'm still not sure what I'm going to do with the invoice from the first electrician. After all, he did not carry out the connection. Let's see.

Greetings

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david_migros

11 years ago

@de_dani: I'm sure that the first electrician didn't make a mistake. The signal was connected to the box with the "correct" number, and the electrician was also able to confirm the connection to Swisscom. But the box in question was in the wrong building!

@Orio: Yep, I'm talking.

@ Tanja: I will be happy to forward you the requested data. However, as Orio has recognized, the 1.95 is not my main problem, but the miserable customer service. A small comparison at this point:

Page 1, you (Tanja);
Your post above is short and doesn't really address my main issue, but it absolutely meets the standards I "expect" from simple customer service. Just the kind of "we'd love to sort that problem out", "can you", "please", etc. makes a good impression! To put it stupidly, it seems to me like I'm being taken for granted.

Page 2, M-Budget Service Center:
After my letter here in the forum, said "customer service" also contacted me. Since you didn't reach me by phone on the first attempt, you sent me a text message. I quote:
"Hello! Unfortunately you are not available, which is why we are informing you by SMS. The bill of FR 1.95 has been canceled. Your account is now a Jour. Greetings"
The bad German doesn't bother me, but the matter-of-factness with which I am informed of the correction of a clear error doesn't exactly appease me...

So, please take care of the core problem, and that of your service provider and its so-called "service center"...

Merci & greetings,
Dave

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Guest

11 years ago

Hello migros@davidmue...

Thank you for your message. We have also realized that not everything is working optimally at the Service Center. We are working to ensure that we can offer you the usual service again soon.

Best regards
Tanja, Migipedia team

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chaschperli

10 years ago

M Budget DSL, fast Internet at a good price. What a joke! After the electrician was on site, I put the modem into operation. The connection worked properly for just under a week. After that I had to constantly reset the router, the connection is constantly hanging. It is not possible to watch a You Tube video without jerking! I complained. They tried very hard to solve the problem. I was told that a technician had fixed the problem. Of course, I had to pay the full amount for the subscription. After all, the connection was working properly again. But only for just under two weeks!!! Since then, the connection has been hanging again and again. I'm fed up with it! Apparently it will stay like this until the subscription expires! I have never had such problems with any other provider. The price is exorbitant for such outdated technology!

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Guest

10 years ago

Ode to M-Budget

Migros please change something about your catastrophic customer service!!!
Customer service: non-existent!

We are a shared flat - there should be a contract transfer from flatmate 1 to flatmate 2. Because roommate 1 has moved out.
After consulting with the Service Center, we filled out a power of attorney form and sent it by e-mail (with a copy of the ID, of course).

"Hello,As agreed, I am sending you the power of attorney form, which you must sign and send back to us. If you have any further questions, please do not hesitate to contact us. Kind regardsYour Service Center0800 15 17 28----M-BudgetService Center - service.center@m-budget-dsl.ch"

For the first time, I was assured that the transfer would be handled quickly and that I would receive a response as soon as possible.

After I hear nothing after 24 hours, I call to ask if everything is working. "Of course, you don't need to worry, the other department will confirm this in writing - the data is correct and complete."
After 48 hours, I prefer to call again, because the whole thing seems a bit bizarre to me without written confirmation. For the third time, I am assured that all the information is complete and that Internet access will continue to run smoothly.

I have not received any written confirmation to date! I have never received a reply to any of my e-mails.

SURPRISE! Our internet has not been working since yesterday. 3 students are running to McDonald's to submit their written work online. Thank you M-Budget!

But now the real trouble begins:

The lady from the service center tries to get smart, and finds out that my email address is missing on the authorization form - on the form where there is no field for the email address (as she finds out herself). My cell phone number is listed -
Nobody called me to obtain the "missing data".
The form was therefore not processed.

Suddenly I fall off the line and call again. A young gentleman from the Service Center has no chance of connecting me with his colleague because I didn't write down her name. He says: "Of course it's stupid that you didn't write your name down, now there are two of us working on your case - why are you even calling again when you know that my colleague will take care of your case anyway" - Is that customer-oriented? Cheeky!

I say: "That's stupid, of course, but I couldn't have guessed that I'd fall off the line - but that's not the right approach" - he feels super offended and says: "What do you mean, I don't have the right job?" - I feel like I'm in the wrong movie.

"No, I mean it's not the right approach to reproach me as a customer because I didn't write down your colleague's name - I don't have the internet and I need a solution - that's the right approach". I describe the process to him again - he says: "Why did you even send the form to the e-mail address, it has to be sent by post anyway." -I'm getting more and more confused. In the end, he says that the internet connection no longer exists and it needs to be set up, which takes 7-10d - which is totally unacceptable in my opinion.
His opinion is: "People make mistakes - that's human". Great statement Mr. xy!

In any case, I won't be signing a contract with M-Budget and will be a Sunrise customer again!

MIGROS if you're serious, then I don't know. #confused#annoyed#disappointed

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Migi2015

10 years ago

Hello everyone, I can only agree that M Budget DSL is an absolute catastrophe...Neither an accommodation nor an early termination of the contract, nothing...No answer to e-mails, and with telephone support you have to deal with absolute rivets...I have already given notice of termination by registered letter, of course, no answer yet.... Everything is better than M Budget DSL... The Melectronics salespeople have no idea either, the main thing is that they sell something to the customer, I'm looking forward to being able to hand over the modem to this salesperson personally!!!! NEVER M BUDGET DSL,

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