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Tuesday, August 4, 2020

Customer service overwhelmed – Because of Corona: «Underground bad» customer service at Migros – News

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Anyone who has a question or complaint about an order from Migros will bite their teeth at customer service.

Many Migros customers have been almost desperate at Migros customer service in the past weeks and months. For example a family from Ticino. At the end of March, she ordered a garden shed from Migros Do It during the corona lockdown. Cost: CHF 450 plus CHF 100 shipping costs. When the father and the two sons want to set up the garden cupboard, they notice that parts have been delivered twice, others are missing.

“We will process your request as quickly as possible”

So you have to cancel the exercise and send an email to Migros customer service. The standard answer comes immediately: «Thank you for your message. We will process your request as quickly as possible.”

The family is aware of the special situation and is waiting. If there is no answer, try the hotline, a letter, a registered letter and finally a registered letter to a member of the Executive Board. No answer comes.

Comfort or remain silent

Two and a half months after the purchase, the family soberly reports to the SRF consumer magazine “Espresso”. They no longer want their “building ruin”, the semi-finished garden house, in front of their noses. “In our case, one cannot speak of customer service,” says the family man.

Coincidence or not: After making an inquiry for «Espresso» at the Migros press office, things suddenly go quickly. Migros apologizes by phone and offers to pick up the garden shed and pay the money back.

Migros: “The situation has relaxed completely”

Migros says the fault is the “absolute exceptional situation”: Internet orders have increased tenfold in the lockdown, says Migros spokesman Marcel Schlatter. “It took time to upgrade the bearings and customer service. We actually started swimming. But the situation has now completely relaxed. »

Indeed? Dozens of similar stories can be read in the “Espresso” mailbox, but also on the Do it, M-Electronics and Micasa Facebook pages. Customers who bite their teeth at Migros customer service for weeks, sometimes months.

«Customer service amateurish»

And the criticism is harsh: «In this crisis, Migros customer service is the worst I’ve ever experienced», «I’m definitely not the only one here who has experienced this», «Customer service is non-existent and frighteningly amateurish», « I never would have thought of such a business ». Some voices. The accusation: Migros had in the past few weeks failed to adapt customer service to the new situation.

Migros spokesman Marcel Schlatter finds this criticism unfair: «We ask these people to contact us again. We simply could not keep up in this absolute exceptional situation. We are working on these cases and have also brought in more people. »

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