C’est comme ça
I know better than to expect service with a smile in France. Around here, we are happy to be served, period. But lately a few particularly awful customer service experiences have me ranting once again.
First there was the painter who was supposed to redo the south-facing façade of our house. It started out well enough. He showed up when promised, twice, sent me a quote for the work, cashed the 40% deposit and began the job in May. Things quickly went downhill. He began by painting over the chrome bolts that are a design feature of our modern house, and dripping paint on several glass panels around the deck. I explained that he needed to protect the area, so he taped down plastic and used a bit of tape. He got half-way through the job when the skies clouded over and spat down a few drops of rain. Then he disappeared for two weeks, leaving us with a half-painted house, plastic bits on the deck and vague promises to come back soon. August, he swore. We are still waiting.
Then there’s the postman. Not only does he never ring twice, often he never rings at all. I find the slip of paper in my letter box, down by the road, saying that he attempted to deliver a parcel while I was out. Des mensonges, Monsieur! I was there. Deaf I may be but I can still hear the door bell. The funny thing about that slip of paper is that, to look at it, you would think it should be easy to get your parcel (assuming you read French; otherwise, bonne chance in decoding this baby!).
Two options, it says. Choose a new delivery date online or go pick up your parcel at the local post office, anytime from 3 pm the following day. “Mais non,” says the woman who works at our local post office as she explains it to me with a vague school-marmish air. It doesn’t work like that around here. By the time the postman reaches her small post office, at least two working days will have passed (not counting the weekly Wednesday closure). When I express frustration, not only at the poor service but at the erroneous message on the official piece of paper, I get nothing more than a Gallic shrug.
Et oui, c’est comme ça!
Online shopping saves me from having to deal with such characters. Most of the time. As much as I love Amazon, regardless of their tax issues, I shop some French websites for specialty items like pet supplies. Our two Frenchies are excitable types on walks and it takes some good quality leashes to rein them in. After spending a good while researching just the leash I needed (short, strong, flexible grip), I was ready to place my order on a site called Polytrans (the French are not big on sexy brand names).
The site claimed to offer free delivery on orders over 49 euros, so I calculated my order to include an additional item, bringing the total to just over 50 euros. But when it came time to place my order, lo and behold, the site offered me a so-called ‘loyalty discount’ based on a previous order, deducting three euros off the total and adding in 7.50 for delivery. Gah!
I called the number listed on the website for support, politely explaining my case and expecting that they would simply remove the ‘discount’ and let me get on with it. No such luck. All I had to do, the woman explained in a voice that suggested she regularly dealt with dummies, was order some small item to make up the difference and get free delivery. When I told her that I’d already done this, and frankly, their loyalty points were having the opposite effect, she dropped the mask of customer service and said that there was no way she could change the order anyway. Imagine if they had to do that for everyone?
Needless to say, I hung up and took my business elsewhere.
When the French complain about ‘unfair’ competition from the Amazons of this world, I will point out that little example of customer ‘service’. It is just one among so many others. When they moan about the loss of local jobs and soaring unemployment, I will think about my half-painted façade, along with the handful of other jobs (electrical, roof, cleaning) we’d be happy to pay for if only we could find someone willing to do them.
Et oui. C’est comme ça.
Have you had a memorable customer experience lately, in France or elsewhere?
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