Normally customer service in France is anything BUT service to the customer. First of all, you normally pay between 0.15 and 0.34 euros per minute to call these "service" numbers...even if you're put on hold!!
But today I got a pleasant surprise from our internet service provider.
When we moved, we had to re-start our service (which is why I was essentially internet-less for about a week). We e-mailed the company (so as not to pay for the phone calls) and they promptly set us up with a deal. They mailed us a letter explaining the deal, but it wasn’t exactly what I’d understood over the phone, so Samy e-mailed them.
A woman just called me in response to Samy’s mail. She explained that we would initially be charged installation, but that would be reimbursed. We would then get two months free, as we were told. The letter was apparently a form-type letter for the basic offer that *everyone* gets. Our extra month was an additional gift. We still get it.
I was happy.
Then she called back five minutes later and said something to the effect of: Oh hey--I just noticed that we've got you signed up for 30 euros a month for 512K access, but we just started another deal that's only 25 euros a month for 512K access. Would you like me to switch you to that plan? You would get another month free.
Me: So let me get this straight. We pay no installation fee for our move. Then we get a deal at 25 euros a month, AND three months total free??
Her: Tout à fait. (In this usage it's kind of like "you got it")
Me: Umm...OK.
I was served! I'm still recovering from the shock!
It should be noted that this is not even remotely the cheapest way to have 512K access here...but with all of the months free it gets down into the range. We have stayed with this company primarily because it's reliable (whereas some of our cabled or other-company friends have had difficulties). Now, of course, we'll stay with them because they've earned nice-ness points. I have no problem paying for nice-ness (an American trait, I realize).
Posted by amy at March 4, 2004 11:26 AMI had to keep re-reading your messages to make sure I hadn't missed anything - as a fellow ex-pat, I too am in shock. it is worrisome that the type of customer service we take for granted at home somehow makes me suspicious over here :)
best of luck!