04/06/2007 09:33 Filed in:
Mumblings
I visited
Gin and Teutonic yesterday
and was surprised to hear, that Germany is now
classed as 'The Service Desert' while
Switzerland is 'Service Heaven'.
When I say I was surprised, I mean I was very
surprised.
Perhaps I can't waggle with my hips so well or
perhaps my voice doesn't sound quite as sexy as
Rachel Welch on the phone but then, I'm a man. My
experience with Customer Service, however is quite
the opposite.
Just last week I discovered that the seal on the
fridge door was broken and the fridge froze up even
when set to 'Low'.
When the frozen milk began to get on my nerves, I
took a look at the identification plate inside the
fridge, wrote down the model name and serial number
and entered them into the
Customer-Service-Request-Form on the web site of
the well known international refrigerator
manufacturer with the information that the fridge
door wasn't sealing properly.
That was Sunday. On Tuesday morning I received a
phone call.
A very unfriendly female voice inquired about the
oven that wasn't working - she informed me that
there is no such model as the one I had noted - the
EZ13 refers to the power consumption (the power
consumption is noted on the id-plate at 125W). The
serial number is non-existent and would I please
now read the information directly from the id-plate
to her.
I said that the oven was still a fridge and that I
would be glad to read the information to her, but
she would have to phone back in the evening - I was
at work.
"Oh," she said "you work!"
I informed her that, like herself, I had to work
for a living.
She would phone me tomorrow at 10:00 - I shall
please be at the fridge to read the id-plate to
her!
I suggested she give me a mail address, I would
photograph the id-plate and send the photograph to
her - I didn't want to take the day off just so
that I could read her the numbers I'd already given
her anyway ...
I started to feel very annoyed when she tried to
inform me that it would be easier, if I just read
the information to her. But I bit my tongue and
insisted she give me a mail address.
I photographed the id-plate, which still contained
the exact same information I had imparted, and sent
the image to the refrigerator manufacturer via
mail.
The very next day the same unfriendly voice
informed me that she had found a seal for the EZ13
door and the technician would arrive 'some time
next week' to fit it.
"No problem," I said "just have him phone me when
he is there - it doesn't take me longer than 40
minutes to drive home ...
... or perhaps it would be more practical to inform
me beforehand when he might arrive?"
"He might be able to make it on Wednesday."
After some haggling we were actually able to
arrange a time between 08:00 and 10:00.
Not once did she apologise for virtually calling me
an idiot the day before, or mention the fact that
there had been a mistake in identifying my fridge
and if I had let her, she'd have had me take the
week off work to wait for a techi who may or may
not arrive!
And that is 'Customer-Service-Heaven'?!
I prefer German customer service myself.