Swisscom Reviews 

I went into the Swisscom shop Adliswil on 12th October 2021 to get a mobile contract for my daughter and sort out my billing problem. The mobile contract was a success, but unfortunately the billing problem was a much longer stress (I needed a seperate review to write about this). While I was at the shop, it seems someone decided to set me up with an 'International Calls' service (Fr.20/mth, but free to start) and a 'Connect Pack' service (again Fr.20/mth, but free to start. I didn't need nor want these services, and I never asked for them (I try to make most of my international calls over Whatsapp, and I didn't need a second SIM card). They did send me a confirmation about 'my order', but unfortunately it came on the day I had 11 emails from Swisscom and I missed seeing it. I only noticed this problem many months later, after the free promo period had ended. But even then it was still difficult to piece things together as Swisscom billing is terrible. I complained many times, continually with unsatisfactory outcomes: they didn't reply to my complaint; when there was a reply it was from someone new; they closed the complaint on their system even though it was unresolved; they appeared to finally get tired of my complaining and offered me a partial discount, which I rejected. I asked them for the contract which proves I signed up but they couldn't produce anything. I tried to explain the situation but no one would listen. I asked them to look at my pre-12 Oct usage to see I wasn't going to benefit from having these services but they ignored me. I asked them to look at my post-12 Oct usage to see that I had got little benefit from them (from the start I told them I did make the odd international call, and I was happy to pay for all of those; getting free calls was never my intent) but they ignored me. Finally after lots of complaining, I got through one day to someone who I guess was a bit more senior, who took a little bit of effort to understand the situation, and who offered me the full refund I was requesting (less a small amount for the international calls). I was grateful to be lucky enough to stumble across this guy who solved my problem, but disgusted with Swisscom that it took so long.

The time between the sending of the inquiry and the response was kept minimal. The staff was able to provide concise explanations and answered all questions well.

The customer service agent was patient, friendly and personable. Great service!

Leyla was great, she quickly helps me and solve the issue explaining everything in detail and being also very nice!

The information was extremely bad, as to how it all works. I wanted a sim-card, took going back and fourth 3-4 times to fix it, even after asking whether it was all worked out - and receiving an answer that it would work within one hour, and then after that hour receiving an email saying I had to go back to the store to get it confirmed. Took way to much of my time and energy, to then get a sim-card which did not work, the data barely could send a message and was to no use. This resulted me having to go back again to cancel, being told I could just delete the sim-card from my phone, since it was a prepaid.
They keep sending emails and post after this, and when trying to cancel this, it takes them extremely long time to even answer.

Nothing, except the understanding employees in the actual store which only had to do their job when I came back time after time, has been good about my experience with swisscom. If you need a sim-card in Switzerland, go for Swype - way way better.

Great service and the connection is always good. The hotspot works really well as well. Highly recommend the company!

beware as a tourist getting the 20 euro sim card, they messed up and gave it the slowest limited Internet 100 mb, then charged us to fix it

Seien Sie vorsichtig, da ein Tourist die 20-Euro-SIM-Karte bekommt. Sie haben es vermasselt und ihr das langsamste, begrenzte Internet mit 100 MB gegeben und uns dann die Reparatur in Rechnung gestellt

I would be giving zero stars if I could.
I purchased online a prepaid eSim (prepaid 7 flat for non residents) to use while traveling in Switzerland over a long weekend, but I was never able to activate it and use it.
I have received an email that was not visualizing any content. I then contacted customer service right away, but didn't get a reply (other than to download the app which I cannot download as a non resident).
I went to a physical Swisscom store in Geneva and was told that since I had bought the eSim online, they told me they could not help because the online purchases are completely separate from the in-store ones.
I sent an email asking for support, and I received an answer telling me that customer service has been trying to reach me, at the eSIM phone number but that Swiss number was never activated and never worked.
I was also never able to complete my swisscom registration online since the active phone number is needed to complete the double factor authentication.
I have never been able to download the app, since I am not a Swiss resident (and my app store did not allow me).
I have tried using the chat in the customer service section of the website, but they are asking me to provide a Swiss phone number to be called back (which again I don’t have). I am now back home and the only solution to talk to them seems to be the 0800 number, which costs if you are now in Switzerland.
I have even asked a friend who lives in Switzerland to talk to Swisscom to get this sorted, because at this point I very much want a refund for what I spent that I was never able to use.
The answer was that that eSims that are bought online are never reimbursed.
This is non-existent customer service and terrible service overall. Waste of money, time, energy and not even mentioning the uncomfortable situation of not being able to use data while traveling.
I travel a lot and have bought countless eSIMs but never had to deal with such a disfunctioning product and service.

Good day the Swisscom team ! Our family placed an order ( number 6209309209) (Iphone 15 Pro max white titan ) on the Swisscom online shop 22/11/23. It is a Christmas present. We placed the order becouse the informaition on the site was "sofort lieferbar". After placing the order we received a message "Ihr Material fehlt zurzeit im Lager. Sobald es vorhanden ist, informieren wir Sie und senden es Ihnen zu" But almost 3 weeks passed and we worry that we won"t get a phone by Christmas. We already agree to get a phone of a different color that is in stock currently if the delivery time for white phones is not known. We asked to contact us. But unfortunately no one called back. May I ask you to help us as soon as possible? Huge thanks. 12.12.23 we got our order . I would like to say thanks a lot Swisscom. We are absolutely happy that we got Christmas present .

Absolute garbage service. If I could give minus 5 stars I would. They just add on additional services to your account and if you do not notice these you just pay. I had a family account so I didn’t keep track of all the extra fees I was paying. Do not get your account here!!!!

Quick, good

The attention of the agent was great but it took some time until I was contacted.

They are the most expensive provider in Switzerland but I personally find value in the cost.

Service is reliable and works everywhere in Switzerland. Customer service is always polite and responsive.

I'm in complete disbelief at the poor customer service received by this company. A consultant Mr Elarchi from Canton Vaud was utterly rude and aggressive in conversation with my partner on the phone. Is this really what they call customer service?

They were very friendly and attentive! Try to resolve everything in the best way and as quickly as possible

Absence of communications with customers. On messaging, responses are automated and just instruct customers to call them and then ignore further messages. From abroad it is not always an option to call.

Surely the purpose of the messaging service is to respond to some customer queries otherwise what is its point? On using their other channels of support as they suggest, requesting a call back is an option but they do not call outside Switzerland!

My complaint concerning their disastrous communications goes on but here for the time being I will leave it at that.

Communications with many companies have become increasingly difficult but my experience with telecommunications companies and namely Swisscom are among the worst.

Gone are the days of the “Customer is King” with companies vying for their business. This has now been replaced by staff learning to put their own interests first and consider their customers as what an LBC Radio ad terms as “clustomers” who are expected to put up with mediocre to poor to completely lacking service or shut up!

In response to an urgent bluewin query which was raised last year and again months ago without any meaningful response.

“Hello 💙

Nice to hear from you. We from the Online Care Team will support you personally with your request as soon as possible.

Best regards,
Swisscom”

After over a year on messaging and on the phone my issue with incompatibility between products and services they sell and provide is not resolved and has led to other more serious knock on issues. I have been informed I need to pay for technical support for their products that no longer work and their fees are not cheap and without any guarantee this would resolve the issue.

Telecommunication services are 24 hours/day and also a vital lifeline with issues that can develop at any time yet Swisscom support is only available during restricted office hours. Even during those hours they cannot supply the necessary support.

Marketing in many companies such as Swisscom is far stronger than their after sales services. They have plenty of offers and advertising online but even in some shops their sales are not always good. I recently went to ask about iPhones but found far better professional services, depth of knowledge about the product and customer tailored advice elsewhere.

Update
How very flippant. The automated response telling the customer to call when I stated in the very first paragraph the other channels of communication this company offer should work and it should be necessary to phone from abroad. Another time wasting response from Swisscom which is proof they neglect to read the queries their customers raise. Why bother to reply before you know the nature of the query? It just reinforces the views of poor service.

Update
Kindly read and understand what customers actually write before repeatedly sending automated messages which do not refer to the complaint.

I suggest the responder below accesses that link provided and suggests from all the different options how a customer can arrange a callback!
UPDATE 13 October 23
COMPLAINTS DEPT. DO NOT LISTEN TO THEIR CUSTOMERS AND RESORT TO HARASSING THEM AND WASTING THEIR TIME ON THE PHONE

Leyla care team there is no need for persistent automated excuses, there are none,

I purchased a new sim card and the first warning came when the sales guy tried to register it in the system. It took 45 min. to make it happen. Then I received a text about my account balance, so I bought an unlimited flat rate package. After 8 days and 4 registered claims still it does not work at all. I also received 2 snail mail letters in 2 languages with the 1st time pass to login - 2 different passwords, so it’s kinda funny too. But guess what? Both don’t work! I cannot even login to check any setting, except for a cockit part to… buy a new services or packages. I felt like in a bad dream. But finally a technician called me back and updated an iPhone specific setting and off we went. Also I receive a full refund, so eventhough it lasted too long, I ended with a fair service what gives an average of 3 stars.

I'm writing to share my deeply frustrating recent experience with Swisscom, to the extent that I'm compelled to question if Swisscom is a legitimate company or simply a fraudulent operation.
My trouble began when I ordered an eSIM online from Canada, expecting it to be ready when I landed in Switzerland. Sadly, Swisscom not only missed the delivery deadline but also didn't meet my departure date. I was stuck.
I tried reaching their online customer service countless times, providing all the proof of my purchase, only to get the same unhelpful responses: a phone number that nobody answered or promises of callbacks that never happened. It felt like they were there to take my money and nothing more.
The experience left me with serious doubts about Swisscom's legitimacy. Their customer service reps seemed clueless and unprofessional, unable even to perform a simple Google search.
I implore anyone reading this review to avoid Swisscom at all costs. Their business model seems to revolve around extracting money from unsuspecting customers without fulfilling their commitments. Instead, explore the numerous other reputable options for SIM cards available at the airport, where you'll find reliable and customer-friendly services that ensure you stay connected without any worries.

In a nutshell, don't waste your time and money on Swisscom. They're not worth it.

PS: I could finally visit one of their shop in person and they promised to refund me in the next week. I will keep you updated about how it goes.
Updated: Finally, after visiting one of their shop in person, they refunded me.

Liers and after 7 month still no solution.

They promished me familie price, if i change to husband package from salt, free and to low price.
After 7 month constant contact, i paid 99 chf for sign up and each month still top price that is 2+ times of what they promished.

When i contact them by phone or their shop every month there is no actions. I try write to head quater but still no answere.

Swisscom dont care for private contract.

they answer below another long text and link. Easy as it is for them to answer, non of them has ownership or reposnability to change their own mistake.
Again and again.

I am told i can go online, but i cant registrat online as system say i am invalide????

I can not change, as they keep say i signed a contract with them, but what i believe i sign to the familie account...

I will never in my life try swisscome again as soon i can get out of them and i will always tell everyone, they customer servis is words no actions.