h2g2 The Hitchhiker's Guide to the Galaxy: Earth Edition

One of my laundry appliances broke yesterday. I'd had it 10 years, so I figured I should replace it rather than repair it. I researched all the new models online and found the one I wanted to buy, then checked it was available at the two local electrical retailers. Both advertised free delivery.

I don't trust online sellers, and it was Sunday, so I couldn't phone them. I decided to visit the shops this morning, take a closer look, then order one.

Well, I won't identify the first retailer I went to. Let's call them 'Tandooris'. Their warehouse is next door to their rival, which we'll call 'Halley's'.

Well, Tandooris had the appliance, but told me there would be a £20 delivery charge. "But", I spluttered, "your website says it's free".

"Oh, no", said shop girl, "It only says we *can* deliver it free. In this case we can't".

"Well, what's the point of that?"

"Sorry sir, I don't make the rules".

"But what about this sticker on the front of it which says free delivery on all this manufacturer's appliances?".

"That shouldn't be there", she said, then walked over, peeled it off and tore it up.

"OK, I'll try Halley's next door", I said, walking out.

"They charge £20 too" was her parting shot.

***

Well, I went to Halley's and got it with free delivery on the day I wanted, and excellent customer service.

What is it with some shops?

Did you come back and inform her that Halley's had free delivery?

You'd be hard pressed to find good customer service in a shop here.

Coincidently, we have a Post article about customer 'service' in this week's

Okay. The taking the sticker off part beats the band.

You have done the right thing - outted them online. Word of mouth is the best revenge, say I.

By the way I was reminded of a sketch by Pierre Dac and Francis Blanche, about a music-hall clairvoyant:

- Your Serenity, can you tell me, it's very important, please concentrate... Can you tell me this gentleman's bank account number?
- Yes.
- You can do it?
- Yes!
- You can do it?
- Yes!!
- He can do it!!! Bravo! He is extraordinary, really stunning!

I think some sales people have a need to make up stuff.

1.

"We aren't really interested in selling this product - we only have those few left because they're the end of the line. You'd be much better going to our sister store next door, where they have a full range"

[The store next door didn't stock them at all.]

2.

"The 'Loudness' function was on older amplifiers but was dropped about 10 years ago because modern amplifiers don't need it."
"What's that button marked 'Loudness' for, then?"
"oh".

Well, someone has to post this one:

http://www.youtube.com/watch?v=npjOSLCR2hE

The parrot sketch.

I have found an electrical store where I get realistic and helpful advice. Here in Germany.

I think it depends entirely on the shop assistant you happen to come up against, although some shops probably do more than others towards motivating their employees.

Anyway, I have had consistent good service (sales AND after sales) from this shop which is part of a very ubiquitous chain in Germany. (Other stores from the same chain are not as good, I have heard.)

Recently I decided I needed a new chip fryer, as my old one dated back to before I was married and was very rickety and quite dangerous. The lady I approached said she'd taken a few home and tried them out herself because she wanted to know exactly how the new fryers worked (i.e. the ones that only use a spoonful of oil, or even none at all). She recommended me the cheapest one with the best results and showed me how to take it all apart and which parts (ALL the removeable parts!) could be cleaned in the dishwasher.

I have had similar helpful service from other departments in the same store, whether buying cameras, mobile phones, landline phones, computer printers or whatever.

You can't generalise about service being rotten in different countries. It depends on the individuals.

Perhaps it depends on how we, as customers, ask the questions, too?



And, by the way - don't bother with those fryers which don't take any oil, or only a spoonful. Apparently it takes 15 minutes to cook one portion of chips.