I is for Irritated (A – Z challenge)
Dealing with Poor Customer Service
This is taken from the email that I just sent to Fietsenwinkel.nl
For the record:
Last week, Monday – June 4th – around 11:00 am, I called Fietsenwinkel by phone and explainedmy problem: My electric part of the bike – the part that switches speeds – was not working properly. It turns on, and allows me to ride only in ‘eco’ gear. I would like to change electric speeds, of course, so I wanted this fixed.I was told it would take 48 hours to get a response from the bike store or from Fietsenwinkel.
- On Wednesday afternoon, when I had not yet heard from your company, I called again, and was told that you are handing my request and it’s very busy this time of year.At this time (and by email), I indicated that my email had changed and is now: aXXXX@ziggo.nl
- On Friday afternoon, 8 June, I called again and this time was told that an email had been sent to me (to the wrong/ previous email address) and that I should contact Parnassus bike store.
- I contacted the bike store and spoke to a nice young man who said that I could bring in my bike “when I wanted, either Saturday, Sunday or Monday.” Because it was my birthday on Sunday, I was thinking of bringing it in on Monday, but we didn’t make a specific appointment, which the guy said was fine. He told me to come in at my convenience.
- On Sunday (my birthday – June 10th), I was contacted by a very angry sounding man from Parnassus bikes, who asked why I missed my appointment on Saturday. I explained to him that we hadn’t made a specific appointment and he replied that ‘this was not how things worked in his shop’. Afterwards, when I tried to make an appointment – he said I could not come on Monday, but rather on Tuesday or Wednesday. (But I work those days, as a teacher, so I asked if it was possible to bring in the bike on Monday after all), and he said that I was very inflexible and that if it’s ‘only Monday then on Monday the 18th.’ By this time, I was feeling a little bit chastened, like I was a bad child…’
- Then — in this same conversation – i mentioned to him that it was a problem with the electric part of the bike, because he mentioned ‘versnelling (gears)’ – but i said – it’s NOT the versnelling – it’s the electricity part of the bike, where you change gears/speeds from Eco mode to Turbo, Sport, etc. (as I wrote in my email to Fietsenwinkel).
This caused the man at Parnassus to get even more angry at me – that I didn’t know the difference between a ‘versnelling (gear)’ and ‘ondersteuning (support).’ Now, It’s true that my Masters in Business Admin did not give me this knowledge – and so I don’t think it’s fair that I need to know the exact terms for what is going wrong with my bike, is it? However, because I apparently got the name of the problem wrong, he said I cannot bring in my bike until he contacts Fietsenwinkel and a new appointment is made ‘for the right thing – for the ondersteuning’.
- Today I received an email from Fietsenwinkel asking my I missed my appointment at Parnassus bikes -and can I call them to make an appointment….!!!