11 November 2008

Customer service? I don't think so.

Tonight we drove through near rush hour traffic in a city of 5 million, Madrid. We navigated tricky one way streets, wrong turns, and tiny street signs. We arrived at the Plaza de Something Republica. Parked two floors underground in a garage. We walked two blocks dragging a suitcase to a business address.

About six weeks ago, I dropped off two pieces of equipment at this business to be fixed. The equipment - two different decks for work - is large enough that we need the suitcase to move it back to the car.

The business had moved. In the myriad of emails that flew between my Spanish speaking co-worker and the six or seven phone calls, no one thought to mention that they were moving AWAY! Come on!

Can I just say this is what socialism gets you? Customer service is not important. It isn't important that the clients be able to return to pick up their expensive equipment or that a satisfied customer be able to return and give them future business. I suppose the good news is that the doorman seemed to know where they were at and their phone number is still the same. But WHEN WERE YOU GOING TO LET ME KNOW?

So we get to drive into the city again in the very near future and pick up one piece that is repaired and another that -- oh joy -- will have to be hand carried to the United States. Probably by us. Did I mention that this is someone else's responsibility, but they can't seem to get around to it? Yeah, it's good to be responsible; my fault, I offered to help!

1 comment:

  1. Apparently, you should learn from the business who moved. Never offer to help! :)