Customer service in Romania is frequently (though by no means always) a haphazard affair, with there still being a significant number of places where your custom is seen as more of a burden than a positive. But things are changing for the better, and noticeably so.
So when a large company with - no doubt - up to date processes and a focus on customer service manages to piss you off so much through treating you like the old days it can be really shocking.
Romtelecom is the company that used to have a monopoly on all telecom type services in this country, but these days they are in competition with other companies, and they provide internet, land-line telephone services and cable TV. Of late I've actually heard reasonably good things about them. And so, when we decided to get a much better Internet connection in our house, we had no problems in going to them. Last week we got in touch and put in our request to be connected to their service. "OK, we'll let you know", was the response, which we took to mean "We'll call you when the guy is coming round to connect you up". We checked in today and ... well it wasn't like we had imagined.
Today's message was "The fact that you asked for internet does not mean we will give it to you. That was just a logging of your request. The village you live in is not part of our "development plan", and so, well,... "(you get the picture). Now, Romtelecom has cable here. Our neighbours have internet through Romtelecom, as do most people in the village. it's not that they have to lay cable out here or something. They just can't be bothered sending someone out to the village. It's an absolute fucking joke. I feel like I jumped back in time 20 years to a Romania where the customer is just a pain in the arse to be ignored or treated like shit.
I'm flabbergasted, to be honest.
So when a large company with - no doubt - up to date processes and a focus on customer service manages to piss you off so much through treating you like the old days it can be really shocking.
Romtelecom is the company that used to have a monopoly on all telecom type services in this country, but these days they are in competition with other companies, and they provide internet, land-line telephone services and cable TV. Of late I've actually heard reasonably good things about them. And so, when we decided to get a much better Internet connection in our house, we had no problems in going to them. Last week we got in touch and put in our request to be connected to their service. "OK, we'll let you know", was the response, which we took to mean "We'll call you when the guy is coming round to connect you up". We checked in today and ... well it wasn't like we had imagined.
Today's message was "The fact that you asked for internet does not mean we will give it to you. That was just a logging of your request. The village you live in is not part of our "development plan", and so, well,... "(you get the picture). Now, Romtelecom has cable here. Our neighbours have internet through Romtelecom, as do most people in the village. it's not that they have to lay cable out here or something. They just can't be bothered sending someone out to the village. It's an absolute fucking joke. I feel like I jumped back in time 20 years to a Romania where the customer is just a pain in the arse to be ignored or treated like shit.
I'm flabbergasted, to be honest.
Posts
No comments:
Post a Comment