Dixie Peach: And So We Wait

Cooler than the other side of the pillow.

Thursday, March 26, 2009

And So We Wait

When you're calling a business that you're already angry with, the last thing you want to have happen is for that businesses' phone to ring eleven times before it's answered but having it happen to us would be par for the course in our little wheelchair delivery adventure.

The young lady who answered wasn't what I'd call pleasant but she was adequate. B told her why he was calling and she put him on hold for three or four minutes while she found out why the delivery wasn't made. When she returned she did say she was "really, really sorry" but the reason why they didn't keep the appointment yesterday was because the wrong wheelchair was delivered. How's that for a I'm-not-a-bit-surprised moment? No word as to whether the wrong wheelchair was ordered or was merely delivered but I'm betting on the former. As for an explanation as to why the company didn't call us yesterday to let us know that they wouldn't be keeping the appointment, one wasn't offered and B, ever one to not rock the boat, didn't ask. He did, however, ask when delivery of the correct wheelchair could be expected and our telephone answering friend, evidently unable to anticipate a question that would surely be asked by a customer, didn't know so it was back on hold with us until she could find out. She told us it would likely be sometime next week and they'd call us with another delivery date.

The entire experience wasn't in the least a fulfilling one. While I didn't want B to scream and curse at the woman or even raise his voice, I did expect him to at least inquire as to why they didn't call us yesterday to say that the wheelchair wouldn't be delivered and that they had mightily inconvenienced us. B merely replied that: A. none of it was likely her fault and B: she did say she was "really, really sorry". As far as I was concerned she became one of the guilty when it took her eleven rings to answer a business phone.

We're going to give them yet one more chance to make this right by us - in other words, before we start calling for the lopping off of heads, B wants possession of the correct wheelchair. I personally believe that getting the manager of this joint involved (it's a locally owned business I believe and one that B has been doing business with for nearly 20 years and until now they'd always been very reliable) can begin now but B sees it differently and why he does is understandable. First, he's German. Germans are used to crappy customer service. I personally believe that excellent customer service freaks them out a little bit and they don't want too much of it. Second, B is not only German, he's from the former East Germany where rocking the boat before you have what you want in hand is definitely a bad idea. Back then if you bitched too much, too early then whoops! That little thing you've had your heart set on? Golly gee, we're not going to be able to get it for you. Sorry! Times have changed and so have the attitudes on boat rocking but once you've grown up with learning to hold your mouth just right to get what you need, it's a hard habit to break.

Once we've gotten B's wheelchair then that's when we'll sit down and write a letter to the management of the medical supply company and let them know exactly what our experience has been. This latest thing? While it made us crazy furious yesterday and can in no way be considered the proper way to treat a customer, it's peanuts compared to the previous months. Yesterday was a lot of the-right-hand-doesn't-know-what-the-left-hand-is-doing. Mistakes like that get made at every business and for us it was simply the simply the last straw. What really needs to be addressed is Herr Julius. That man should never be allowed to handle customers again. He would never return our calls, wouldn't return the calls of the insurance company and he told us out-and-out lies. Said he'd done things he hadn't. Said the insurance company had done things they hadn't. Misled and ignored us and in general made his company look like it's being run by Fred and Barney. That's whose ass I want in a sling. That's whose ass needs to be taking up space in an unemployment line.

By the way - did I mention that two weeks ago a car cut me off in traffic? Nearly took off my bumper? A company car from Vitalzentrum Strehlow.

Yeah. I wasn't surprised either.

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Blogger JEANNETTE said...

As my (German) husband likes to say to me when I'm frothing at the mouth because of bad service: "welcome to Service Desert Germany".
I hope you get this worked out soon.

8:42 AM  
Blogger Sirmelja said...

Weird. I would have thought the Germans would have great customer service. Doesn't that go along with all the efficiency and logic they're "famed" for? Is is all a lie?

12:12 AM  

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