At the end of August 2017, I bought an Epson Expression Premium printer/scanner from M Electronics. After a short time, it started printing lines in italics and inserting vertical blue lines into the scans. At the beginning of December I took it back to M Electronics where they said it would be sent for repair. I clearly stated the problems. When I asked what I should do in the meantime without the printer/scanner as I was working from home, I was told to buy a new one, which I could then dispose of (!). I picked up the repaired printer/scanner at the beginning of January, but the problems were by no means resolved, they were just as bad as before. The next day I brought it back, again I was told to wait 4 weeks, although M-Service clearly ignored my explicit description of the problem. The seller finally agreed to place a rush order. When I called M-Service a week later to find out when I could expect the printer, I was told they didn't know. When I asked whether a replacement printer was available under the circumstances, especially as the problem only (or still) existed because M-Service had done a sloppy job, I was told that I would have to take care of it myself at M Electronics. Not only did M-Service ignore my information, thereby unnecessarily blocking my work once again, but M-Service also outsourced any efforts to bridge their error to the customer. I have all the trouble with and around the printer. When asked why I thought this was really bad customer service and why I should continue to shop at Migros in the future, the lady said succinctly that that was just the way it was, it was my free decision.... I think the customer service at M-Service needs to be overhauled.
All replies (10)
Hello Blueberryscone, thank you very much for your comments. We are very sorry that you have had such a negative experience. Can you contact M-Service directly at migros.service@mgb.ch? Then your matter can be looked into again. Unfortunately, there is not much we can do from our side except apologize. Best regards, Madlen
Dear Madlen,
Contacting migros.service@mgb.ch directly doesn't lead to anything, you just get empty phrases. After I had to wait almost 4 weeks until the printer was supposedly repaired, I went to MElectronics yesterday and the manager of the store kindly suggested that we should perhaps do a test print and scan to see if everything was really right before I went to the trouble of dragging it home. The salesman assigned to me then tried in vain for 1 hour to connect the printer to the Internet. I took it home anyway, only to find that the problem was still exactly the same. Obviously, M-Service had once again ignored my instructions and simply carried out the standard check. This morning I return the printer and am told that it has to be sent in a third time. However, I refuse to waste my hours again and ask for a credit note, which they kindly give me. I actually wanted to buy another printer straight away and asked what about a small gesture of appreciation such as free ink cartridges, especially as I had this inconvenience and all this wasted time not because of any wrongdoing on my part, but because of M-Service not doing its job. The deputy manager then said that they couldn't offer anything, that I would have to ask M-Service, that their time had also been wasted yesterday with the test printing, that it wasn't their job to test devices after repair... Needless to say, I didn't buy the printer and will never buy anything from MElectronics again.
Migros' behavior continues to be very disappointing. I find it unbelievably stingy of Migros that after all the trouble I've had now, they are not at all prepared to show any kind of appreciation, but instead try to get out of it by sending me around in circles, from M-Electronics to M-Service to Epson to M-Electronics and so on. All the more so when an employee from M-Service gets back to me as follows:
"Thank you very much for your message. I am very sorry that you are disappointed with our service. We will use your comments to look for optimization potential in our procedures.
Unfortunately, some processes cannot be changed and we have to proceed in accordance with the contracts with the manufacturers and service partners. But here too, we are trying to find ever more customer-friendly solutions.
I regret that this story has led to the termination of a long business relationship. But I respect your decision and who knows, perhaps our paths will lead us together again in the distant future."
Are there any words left? The only thing I can say again is that M-Service is anything but service!
Guest
Hello Blueberryscone
Thank you for your message. It's great that you're contacting us and not making a fist of it. Unfortunately, our options here are really limited. However, I can offer to forward your feedback to the people responsible at M-Service. Could you send me a direct message with a contact option (telephone number or e-mail)? Then I will forward everything together and you will be contacted directly by M-Service. Best regards, Tabi
Guest
Hi Blueberryscone! I've had the same annoying problem with M-Service for 5 months now. Brief summary: I sent my phone in for repair at the beginning of December 2017. After two weeks it came back unrepaired! Then I sent it in again and then it was 1.5 months until I got my phone replaced at the end of January/beginning of February 2018. The only problem was that I had to call back and forth more than 5 times until I even knew where my cell phone was and whether it was repaired at all. After more than a week and several phone calls, I finally found out that it was already ready for collection at the branch. I then paid the bill there and then. After 2 weeks I received the invoice for the order (which I had paid on site), and after a month I received the first reminder. Again I had to email and phone. Certainly 4 times back and forth until someone could give me information. I even wrote a letter of complaint whereupon "the matter was clarified" and I received a compensation of 50. Today 23.4 came the 2nd reminder!!! I phoned again and was told that "they knew nothing about the mail correspondence and the invoice was still outstanding." After THREE emails and phone calls, I was told that the matter had been "clarified and closed". Now I have to phone back and forth again. I'll probably get another debt collection because they are incapable of communicating!
Guest
Unfortunately, this is a consequence of the fact that electronics stores no longer repair anything. Everything has to be sent to the manufacturer or to a central workshop, and it is questionable whether the fault description will reach them. A conversation between the technician repairing the device and the customer is not possible. Small devices in particular, such as mobile phones, are sometimes exchanged directly for refurbished returns because it is cheaper than repairing them.
I have had such experiences across various electronics markets and manufacturers. I had the best experience with Digitec, although even there you usually can't avoid sending it in, unless it's a brand new device (less than 1-2 weeks old), in which case an advance exchange is an option. After all, Digitec only requires the defective part to be returned. MElectronics once wanted the whole laptop in the case of a defective RAM module, as did Apple in the case of a defective power supply unit. In both cases, I ended up waiving the warranty and procuring the spare parts at my own expense because it doesn't take two hours to get the device up and running again.
If you really need it (i.e. you earn your money with it or can't do without it), you usually save a lot of time and money by repairing it yourself or, if that's not possible and the device has to be "sent in", buying a new one straight away.
Hello everyone
I have informed my colleagues at M-Service and very much hope that your case in particular, @blueberrymuffin, can be closed as solved very soon.
Best regards
Kathrin
Hello again
The colleagues from M-Service have contacted me and asked me to let you know that you are welcome to send me additional information by e-mail to migipedia@mgb.ch:
@blueberrymuffin, can you please let me know the order number?
@n_vogel, can I also ask you to send me more information about your incident by e-mail?
The M-Service team will then be happy to contact each of you again directly.
Have a nice day and best regards
Kathrin
Guest
Hi Kathrin,
Thank you for your feedback. My case was a while ago, about 5 years ago. I didn't even know Migipedia back then - that's why I see this more as a general criticism and less related to the specific case, after such a long time it probably can't be understood exactly anyway. It doesn't have to be, but if you can make suggestions and possibly change something in practice in the future, I and a few other customers would certainly be happy about it.
Specifically, it was about an HP Pavilion notebook belonging to a friend. The device froze up regularly, and thanks to Memtest86+ the problem was quickly narrowed down to one of the 2 RAM modules (SO-DIMMs). I took the device to MElectronics (Marktgasse, Bern) and asked them to check the defect and replace the defective RAM module. Actually a matter of 5-10 minutes. However, the employee told me that he couldn't check it, the device would have to be sent in and that could take 2-4 weeks - just stupid that my friend had to rely on that. As the RAM modules are, according to the manual, a part that can be replaced by the user anyway, I suggested just removing the defective RAM module and sending it in (and just making do with 2 GB instead of 4 GB RAM for a few weeks). This was also rejected. In the end, they waived the warranty, bought a new RAM module at their own expense and installed it. Error gone, problem solved, and without having to hand over the device for several weeks.
My point is that customers often can't do without their hardware for weeks and therefore can't make use of the warranty. "Must send in" and 2-4 weeks waiting time are often a killer. Repairing on site or at least only sending in the defective parts would be a great service. Of course, I also realize that devices are becoming increasingly difficult to repair, and manufacturers often prefer to replace rather than repair. In that case, at least an advance exchange (at the customer's own risk, in my opinion) would be a good thing.
Guest
Hello Kathirn
We have already contacted the branch and mgb again, i.e. by phone and sent an email with all the receipts, etc. I hope it will be resolved. I hope it will be resolved, because I'm not in the mood for debt collection for no reason.
Hello everyone
Thank you for your additions, which I will gladly pass on to my colleagues at Migros Service.
Have a nice day and best regards
Kathrin