Guarantee conditions – Salt shops don’t want to know anything about guarantees – Kassensturz espresso


A customer with a defective iPhone is turned away. The guarantee provisions seem clear.

Many of us can tell you that the warranty doesn’t always go as expected. Fridolin D has recently been able to join the chorus. In autumn 2021 he bought an iPhone in the Salt store in Shoppyland Schönbühl. A good year later, shortly before Christmas 2022, the device broke: Fridolin D. could no longer hear the callers. “I always had to turn on the speaker to make a call.”

Employees refuse guarantees

Assuming that there is a two-year guarantee in Switzerland, the customer goes back to the shop. But there one waves it off: “The employees told me that there was only a one-year guarantee on Apple devices, Salt couldn’t do anything about it,” he says in the SRF consumer magazine “Espresso”.

After a few discussions, Fridolin D. left disappointed and tried his luck in another Salt shop in Bern. But even there they didn’t want to know anything about the assumption of a guarantee.

General terms and conditions provide for a two-year guarantee

The described behavior of the Salt employees is surprising for two reasons. First of all, Salt’s terms and conditions provide for a two-year guarantee – even for Apple devices.

Employees are not authorized to make any statements as to whether a repair can be carried out under the guarantee.

Only the so-called manufacturer’s guarantee is one year (see box). In addition, however, the statutory guarantee (warranty) of two years also applies to devices purchased in a Salt store.

In warranty cases is between Distinguish between manufacturer’s guarantee and legal guarantee. The manufacturer’s guarantee is not regulated by law. The manufacturer of a device can determine the scope and duration of this guarantee himself. It is different with the legal guarantee (officially one speaks of “guarantee”). According to Law consumers in Switzerland have a two-year guarantee on purchased items. This means that the seller must offer its customers a two-year guarantee that their product will not have any defects. This two-year warranty period is mandatory and may not be shortened. However, it is permissible to completely exclude a guarantee in a contract.

In addition, the staff in the shops are not authorized to decide on guarantee cases. Salt writes on request: “Employees are not authorized to make statements as to whether a repair can be carried out under the guarantee or warranty.” In the case of Fridolin D., the statements in the store were apparently “incorrectly communicated or misunderstood”.

Salt wants to help

The telecom company promises that Salt customer service will contact Fridolin D.: “We will help the customer in any way we can.”

In case of doubt, Salt is of course accommodating in such cases.

If the device meets the criteria for a warranty claim, “Salt will cover the repair costs”. To do this, however, the device must first be sent in and checked by a technician. “When in doubt, Salt is of course accommodating in such cases.”

Fridolin D said that the two Salt stores did not tell him that he could send in his defective iPhone. There it was categorically stated that he could have the device repaired at his own expense. After all: In the meantime, Salt had already contacted him. And it looks like his smartphone will be replaced for free.

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