Building Brand Loyalty and Customer Service
I've had, over the years, multiple Sweet Protection salopettes and helmets. The salopettes have a bespoke avalanche beacon pocket, which is genius, and they are high quality and have all the features you need for piste, backcountry and touring. The Grimnir helmet is just the best; carbon fibre, strong, light, well ventilated and looks fantastic.
I've also, over the same period, flown Swiss over and over again and, in general, their aircraft staff have been excellent.
However, now this is where the two brands diverge.
The liner on my Grimnir helmet started separating a little. It's a two year old helmet and, last season, I did over sixty days on snow so it's had plenty of use. I wrote to Sweet Protection, asking to order a replacement liner. Was easy to do and they reverted almost immediately and, best of all, wrote that they'd just send me a new one without cost. They didn't have to do that ... I'd have thought it perfectly fair for them to charge me for it. So, I've gone from really liking their kit to also recommending the way they look after their customers.
On the flip side, we have Swiss customer service. I've already had one dreadful experience with a booking name error that their customer support were completely unable to deal with and it was only finally resolved in person at Zurich airport. Last week, I flew to Zurich to go skiing. The night before the flight, on checking in on the app, I was offered the option to upgrade to Business Class for 110Euro per passenger. I went for that, paid the money and got the upgrade ... and receipts for the two passengers.
Unfortunately, shortly after checking in, we got the message that the original flight had been cancelled and we'd been waitlisted for the next flight. However, they couldn't guarantee that we'd get Business or even that flight. We went to the airport, spoke to the staff, and were told that if we didn't get business class that it would be refunded. In the end, we did get on the flight but in economy.
Upto this point, no issues. The flight was cancelled because of weather and there was nothing anyone could do about it. However, now the problems started. I filed a claim for the upgrade costs since I'd not flown the business upgrade I'd paid for. I attached the invoices. The initial email said that as I'd originally booked economy and flown economy there was no refund. Clearly, they'd not even properly checked the record nor reviewed the receipts. I wrote back and pointed out that I had indeed paid for business class.
I then got an email back saying, yes, we do owe you a refund ... please send us your bank account details. Hallelujah, all is fixed. I wish. I sent back the details and waited. Then I got another email ... stating that they would refund me about 20Euro per ticket. Under 20% of the amount I'd paid to upgrade. I remonstrated but to no avail. They seem to think it's appropriate to essentially charge for something, not deliver it, and then not refund the monies paid.
So, what to take from all of this. Well, I will continue my long association with Sweet Protection knowing that not only do they provide great products but look after their customers when issues arise. As for Swiss, I think I'm going to stop flying with them. Although their prices are fair, their planes clean and well appointed and the aircrew good ... I just can't be dealing with their deplorable customer service.
