[ornornor]

I live in Switzerland. A lot of stuff is paid cash at the store, with a debit card, or as a bill that you receive at home later. There is no credit card involved in the transaction.

I've also tried charging back on my Swiss card once... What a mission. I was treated the same way any other store treats me: download this PDF, print it out, fill it in (5 pages), send it in the mail, wait 3 weeks, never hear back.

Compared to my North American cards: one phone call and the dispute is open. Wait a month and get the credit. End of story.

Or for cell phone issues in NA: try calling once, get nowhere, tell the regulator with time of call and name of the person, a week later get a call from the "VIP" service at the telco who will basically give me whatever I want to make the complaint go away.

There are no regulators with that kind of power that I know of here. All of the "regulators" have no teeth, and so the businesses don't fear them.

[mfsch]

What can help in Switzerland (and potentially in other countries in Europe) is to complain through a consumer protection office. SRF has a TV and radio show (Kassensturz/Espresso) where they regularly solve consumer issues by threatening bad publicity.

Another option that can work is to send a bill for the owed amount and if they fail to respond start the process of debt collection (Betreibung). It’s a pain and doesn’t work well for people who actually cannot pay, but for regular businesses where you’re stuck somewhere in their bureaucracy it’s a way to force them to respond to your claims that’s a bit less involved than straight-out suing them.

[amenod]

This might explain it - Switzerland is in Europe, but not part of EU. At least in EU consumer has lots of rights and is pretty well protected. I have no idea how that is in Switzerland (though what you report surprises me). That said, legal action in Europe... good luck. :)

If this happens to you a lot, go for a credit card. "Chargeback" works worldwide (afaik) and it puts you in the position of power, where merchant has to prove that you are in the wrong instead of the other way around. Simple solution and no real drawback.

EDIT: ...and change your CC company. They seem incompetent.

[corty]

CC chargebacks in Germany can be a hassle. Most people get their CC through their bank, and have to submit chargebacks through their banks. Half of the banks do straightforward and simple chargebacks, half want you to do a ritual dance like the swiss example and treat you like you want to rip off someone.

Also, consumer protection is nice on paper, but especially for smaller amounts of money or not-so-clear cases it doesn't work well. You still have to get a lawyer and go to court. Also, since there are no class-action suits US-style, where companies seem to be somewhat afraid of getting sued, in Europe they rely on the statistics of most people being too lazy to sue, because everyone has to sue one-by-one for themselves only. Only rarely, for high-profile stuff, consumer protection offices get involved with class-style (but fairly toothless usually) suits.

[wdb]

Even the Swiss Financial Ombudsman are against the customer in Switzerland but getting a lawyer involved helped a lot