Is customer service this dysfunctional in your country?

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matt_melb
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Is customer service this dysfunctional in your country?

Post by matt_melb » Mon Jul 09, 2018 5:43 am

Recently I've had to organise several home maintenance tradesperson appointments and equipment deliveries and installations.

In each case, the standard approach is to allocate you a day but not a time, and to tell you that the tradesperson or delivery person will call you on the allocated day, or if you are lucky the night before, to give you a window (typically 2 to 4 hours) within which the visit will occur.

The result, of course, is that you have to plan to work at home, and cannot make any advance commitments, for the entire day.

It's idiotic. I have no idea how couples who both have full-time jobs that don't involve working at home (that is, nearly everyone) manage it.

Is this standard in other countries, or is it a specifically Australian absurdity?

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Re: Is customer service this dysfunctional in your country?

Post by Godjira » Mon Jul 09, 2018 6:09 am

I think in the US it’s like that.

In Japan, they’re far more precise. Even with regular deliveries.
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Re: Is customer service this dysfunctional in your country?

Post by mad hatter » Mon Jul 09, 2018 6:11 am

or, we'll call you on the day and jerk you around
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Re: Is customer service this dysfunctional in your country?

Post by Unwashed_Pom » Mon Jul 09, 2018 6:14 am

In Tasmania we leave the key out.

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Re: Is customer service this dysfunctional in your country?

Post by Godjira » Mon Jul 09, 2018 6:20 am

In Tokyo, If a tradesman were scheduled to come ‘round at 3:00 pm, they’d call by at least 2:55 if they were going to be late.

If they give you a window- 2:00 to 3:00, you can guess it’s be like 2:15 to 2:30. Early, but not exactly on time- in case you’re the one who is late.

That's the kind of bold flavor they enjoy in Albuquerque!

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Re: Is customer service this dysfunctional in your country?

Post by DCComic » Mon Jul 09, 2018 6:40 am

It’s the same in the U.K.
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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Mon Jul 09, 2018 6:41 am

UK is somewhat similar to what you described but everyone I know uses tradespeople that they know or have word of mouth recommendations for, which reduces the risk somewhat.

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Re: Is customer service this dysfunctional in your country?

Post by Chip_Oatley » Mon Jul 09, 2018 6:43 am

matt_melb wrote:
Mon Jul 09, 2018 5:43 am
It's idiotic. I have no idea how couples who both have full-time jobs that don't involve working at home (that is, nearly everyone) manage it.
Try to imagine if there is just one of you...

Yes, it's much the same in the U.S. which was a big reason why I quit my job and went freelance when I needed to get my home ready to put on the market. With long hours away from home and erratic deadlines, it was not going to happen otherwise.

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Re: Is customer service this dysfunctional in your country?

Post by Flobster! » Mon Jul 09, 2018 7:29 am

Deliveries isn't so bad if you only buy from companies that use Aus Post, as you can do the parcel locker thing.
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Re: Is customer service this dysfunctional in your country?

Post by Iolar » Mon Jul 09, 2018 7:44 am

With deliveries of large goods you are given a window - either AM or PM. Tradesmen show up on time in my experience - it's difficult to find them to take on jobs nowadays. You may be waiting three months.
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Re: Is customer service this dysfunctional in your country?

Post by matt_melb » Mon Jul 09, 2018 8:13 am

Yeah, deliveries used to be the AM/PM window system here; then in the last couple of years they've switched to the all-day thing. (Flobster - mine are things like fridges and dishwashers, a bit hard to pick up from the post office.)

Trades also difficult here, you have to know people. Brickies the worst.

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Re: Is customer service this dysfunctional in your country?

Post by fishface » Mon Jul 09, 2018 8:19 am

Tradespeople tend to be pretty good actually. I live in an area where a lot of big old beautiful homes are getting sold & renovated. I partly suspect this is why we get very good, prompt service from tradesmen (to ensure positive word of mouth referrals). Then again, they need that positive word of mouth (or online versions of it) generally don't they? Not just in fancy areas.

I find the worst are those who already have your money. I bought a bed this year. My delivery was 'saturday'. They said they would give me a call when it was coming up to a two hour delivery window (e.g. if they knew the delivery could be between 2-4 or 3-5 or whatever). I eventually took a call about 7:30pm and my bed was delivered at just after 9pm.

So mad. My bed stunk of the plastic wrap on my first night. Grrr

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Re: Is customer service this dysfunctional in your country?

Post by guruwil » Mon Jul 09, 2018 9:09 am

Yep it’s crazy, getting quotes for work from tradespeople is even worse.
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Re: Is customer service this dysfunctional in your country?

Post by EMG » Mon Jul 09, 2018 9:52 am

It’s worse here. Far worse

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Re: Is customer service this dysfunctional in your country?

Post by dBrother » Mon Jul 09, 2018 10:31 am

Do you know any good plasterers in the local area mattt?
.

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Re: Is customer service this dysfunctional in your country?

Post by VinnyD » Mon Jul 09, 2018 10:35 am

It used to be like the OP here. It seems to me it has gotten better in the last few years, getting a three-hour window or so, and getting a call if they will be late.

I'm a little nervous saying that. I am at home today waiting for guys to rebuild my deck.

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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Mon Jul 09, 2018 10:43 am

Deliveries are much improved in the UK, thanks to GPS, instant messaging and competing courier companies.

Tradespeople are still pretty much old school. The plumber that we use is all texting. Painter is phone calls.

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Re: Is customer service this dysfunctional in your country?

Post by VinnyD » Mon Jul 09, 2018 11:04 am

The plumber that I use is all texting too. Maybe it's a thing in the industry.

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Re: Is customer service this dysfunctional in your country?

Post by islandboi » Mon Jul 09, 2018 12:50 pm

Same same in Canada...

Customer service died out years ago, unless.... Unless you have lots of money and are patronizing very expensive goods and services where you will still get great service. My very wealthy aunts and their daughters are profoundly overweight... but they are stinking rich retired farmers. The two aunts actually get invited to Pennington's at least 3 or 4 times a year for a personal consultation to the season's new fashions... Unbelievable.

Pennington's is a clothing store chain in Canada that caters to profoundly heavy set women...
"Hello, my name is islandboi and I live on $1800 CAN a month..."

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Re: Is customer service this dysfunctional in your country?

Post by BeatRaven » Mon Jul 09, 2018 1:19 pm

You live like Sun Kings, you travel the world, enjoy rarified curry leaf conoiseurship, have every quirky, neurotic conceit that you can think up endlessly massaged.

So if a hard working delivery/repair person is late, it's down to the dysfunctionality of his life/work set up. You could, with minimum/moderate effort, collect the big item and/or install it yourself. But you don't because it's unpleasant.

Think of him listening to affluent, pissy you complain.

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Re: Is customer service this dysfunctional in your country?

Post by DCComic » Mon Jul 09, 2018 1:24 pm

Funny - I though the thread was about having to take a whole day off work because the scheduling people won't give you a narrower time slot.
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Re: Is customer service this dysfunctional in your country?

Post by BeatRaven » Mon Jul 09, 2018 4:57 pm

These people are neo-serfs. In ye old days, this shit was local jobs with benefits.

They aint raised the price of a refrigerator hardly at all in a decade. Something has to give. And it comes out of their ass.

I'm waiting on a third a/c installation for Mama. If he don't show, I'll buy a masonry bit for the drill myself and install those Mama-mandated but unnecessary brackets.

If I have to fight to get my $90 back, I'll give it two go-rounds and then just write it off.

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Re: Is customer service this dysfunctional in your country?

Post by veronica_inheels » Mon Jul 09, 2018 5:13 pm

internet, phone, tv have a 3 hour window. they are usually on time.

trades are late, even if you are the first one in the morning. rather flaky people. if they say they will be there at 3 pm- good luck, refrigerator guy showed up at 7pm ( i am glad he didnt cancel, but it was at my tenants' who werent there and i waited since before 3). but those later in the day appointments have a better reason/excuse to be late; other jobs had unexpected difficulties.


deliveries- i dont know. i dont buy online. my kid does, and they come in the morning/early afternoon.
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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Mon Jul 09, 2018 5:18 pm

BeatRaven wrote:
Mon Jul 09, 2018 1:19 pm
You live like Sun Kings, you travel the world, enjoy rarified curry leaf conoiseurship, have every quirky, neurotic conceit that you can think up endlessly massaged.

So if a hard working delivery/repair person is late, it's down to the dysfunctionality of his life/work set up. You could, with minimum/moderate effort, collect the big item and/or install it yourself. But you don't because it's unpleasant.

Think of him listening to affluent, pissy you complain.
Most deliveries are done by courier companies contracting local drivers these days with SatNav/traffic update optimised routes, two-hour slots, automatic messaging if they fall behind, delivery notices by email/text if you're not in. DPDS even take a photos of where they left it (not fridges, I guess, but certainly rarified connoisseur curry leaves) attached to your email, which is being sent from the same hand-held device that took the photo.

"Neo-serfs" is a weird way to characterise it.

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Re: Is customer service this dysfunctional in your country?

Post by BeatRaven » Mon Jul 09, 2018 5:30 pm

I read a pile of articles in Slate-like places about how these jobs are shit and barely pay. Having informed myself, this is the last 3rd party repairman thingey I'll ever do unless trapped otherwise.

Increasingly, I am fixing my garbage disposal myself. I'd pay $300 for what would take the guy 5 minutes to not have to watch youtube videos and get under sink, but it's netting out that it's less agravating to do so.

In the Bronze Age part of the world in which I reside, aint nobody taking a pic of a package they left. That's at least 20 years away.

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Re: Is customer service this dysfunctional in your country?

Post by matt_melb » Mon Jul 09, 2018 11:06 pm

dBrother wrote:
Mon Jul 09, 2018 10:31 am
Do you know any good plasterers in the local area mattt?
I don't, but I'll ask my wife when she gets back (she's away this week). She's much better at keeping track of the tradies than me.

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Re: Is customer service this dysfunctional in your country?

Post by truenic » Mon Jul 09, 2018 11:10 pm

Same here in Vancouver. My husband has more vacation time than I, so will take a vacation day to do this. But, what we do is pack it all in. The house is crawling with people servicing the water heater, air ducts, gas fireplaces, etc. It's hectic, but at least it feels worthwhile that way.

We had one person cancel THE DAY OF the last time. Luckily, one of the other companies we used also did what this person did.

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Re: Is customer service this dysfunctional in your country?

Post by matt_melb » Mon Jul 09, 2018 11:12 pm

BeatRaven wrote:
Mon Jul 09, 2018 4:57 pm
These people are neo-serfs. In ye old days, this shit was local jobs with benefits.

They aint raised the price of a refrigerator hardly at all in a decade. Something has to give. And it comes out of their ass.
Not here, the delivery fee is quoted extra. I've just bought a dishwasher; $999 plus a separate $160 delivery/installation fee. And I've had to block out Friday on my calendar so I can receive it at a yet-to-be-nominated time.

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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Mon Jul 09, 2018 11:47 pm

matt_melb wrote:
Mon Jul 09, 2018 11:06 pm
dBrother wrote:
Mon Jul 09, 2018 10:31 am
Do you know any good plasterers in the local area mattt?
I don't, but I'll ask my wife when she gets back (she's away this week). She's much better at keeping track of the tradies than me.
Ladies love tradies!

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Re: Is customer service this dysfunctional in your country?

Post by Unwashed_Pom » Tue Jul 10, 2018 12:03 am

They actually market a tradies line in underwear here now. A sort of blue collar lingerie.

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Re: Is customer service this dysfunctional in your country?

Post by matt_melb » Tue Jul 10, 2018 12:49 am

Tradies underwear? For men or women?

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Re: Is customer service this dysfunctional in your country?

Post by k2w3 » Tue Jul 10, 2018 12:51 am

It's not usually like that in NZ. I like living in small towns though - it's far less likely to be the case.
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Re: Is customer service this dysfunctional in your country?

Post by Bastet » Tue Jul 10, 2018 1:23 am

Flobster! wrote:Deliveries isn't so bad if you only buy from companies that use Aus Post, as you can do the parcel locker thing.
What that?

If I’m not home they just leave it at the PO. Well that and the idiot put the note on the door instead of in the mailbox...

What really fucks me off is all other delivery companies that leave it outside the door. I live on a busy street why would anyone think that’s what I’d want. Often there is no option to deliver elsewhere when ordering. But even when I have asked for a signature- they leave it outside.

Came home from Peru with crap rolls left outside the door in a huge box, now all soggy. Just pure luck we didn’t get burgled - it was a huge “we’re not home” sign. I cancelled the service after that. I had actually canceled the order but they too 9 days to check their emails so it had already been sent.

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Re: Is customer service this dysfunctional in your country?

Post by matt_melb » Tue Jul 10, 2018 1:25 am

k2w3 wrote:
Tue Jul 10, 2018 12:51 am
It's not usually like that in NZ. I like living in small towns though - it's far less likely to be the case.
Yeah. Another reason for us to seriously considering moving.

Melbourne is increasingly becoming a place with all the disadvantages of an Asian mega-city like Jakarta (crowds, traffic congestion, inappropriate development resulting from corrupt government officials) without the offsetting benefits (warm climate, cheap food, friendly people, personalised service).

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Re: Is customer service this dysfunctional in your country?

Post by Unwashed_Pom » Tue Jul 10, 2018 2:15 am

matt_melb wrote:
Tue Jul 10, 2018 12:49 am
Tradies underwear? For men or women?
For men only as far as I know. I don't spend much time in the ladies lingerie dept.

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Re: Is customer service this dysfunctional in your country?

Post by matt_melb » Tue Jul 10, 2018 2:42 am

Oh, right. I was puzzled by 'lingerie', which I wouldn't usually apply to men's underwear, but I see what you mean now.

(FWIW I don't spend much time in the 'men's lingerie' dept either. I buy cheap underwear from the supermarket. After all, it's not like many people spend much time looking at it.) (Whereas if you're a tradie with a lot of satisfied female customers, maybe people do.)

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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Tue Jul 10, 2018 7:19 am

Unwashed_Pom wrote:
Tue Jul 10, 2018 12:03 am
They actually market a tradies line in underwear here now. A sort of blue collar lingerie.
Been on the go for ages. Sold at Woolie's, if I remember correctly. I've got a couple of pairs.

Hi Vis of course.

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Re: Is customer service this dysfunctional in your country?

Post by allender » Wed Jul 11, 2018 5:54 am

Yip same in South Africa.

This is one of the reasons why I will never buy online as the service is shitty.


They will call you and make arrangements and never pitch up.

Or they will pitch up. Stay for 5 minutes and drive off.

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Re: Is customer service this dysfunctional in your country?

Post by fishface » Wed Jul 11, 2018 6:09 am

Is the tradie underwear that range promoted by Honey Badger?

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Re: Is customer service this dysfunctional in your country?

Post by Flobster! » Wed Jul 11, 2018 6:21 am

GLimpet wrote:
Mon Jul 09, 2018 5:18 pm
BeatRaven wrote:
Mon Jul 09, 2018 1:19 pm
You live like Sun Kings, you travel the world, enjoy rarified curry leaf conoiseurship, have every quirky, neurotic conceit that you can think up endlessly massaged.

So if a hard working delivery/repair person is late, it's down to the dysfunctionality of his life/work set up. You could, with minimum/moderate effort, collect the big item and/or install it yourself. But you don't because it's unpleasant.

Think of him listening to affluent, pissy you complain.
Most deliveries are done by courier companies contracting local drivers these days with SatNav/traffic update optimised routes, two-hour slots, automatic messaging if they fall behind, delivery notices by email/text if you're not in. DPDS even take a photos of where they left it (not fridges, I guess, but certainly rarified connoisseur curry leaves) attached to your email, which is being sent from the same hand-held device that took the photo.

"Neo-serfs" is a weird way to characterise it.
Amazon drivers in the UK seem to have a pretty tough time, though. There's a constant drip of stories about them being sacked for bring robbed, getting bogged due to satnav error, helping someone change a tyre and so on.
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Re: Is customer service this dysfunctional in your country?

Post by equus » Thu Jul 12, 2018 7:59 am

Unwashed_Pom wrote:
Tue Jul 10, 2018 12:03 am
blue collar lingerie.
that sounds like it would chafe.
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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Thu Jul 12, 2018 8:06 am

Image

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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Thu Jul 12, 2018 8:06 am

Although the reality is a bit more like cuch's picture.

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Re: Is customer service this dysfunctional in your country?

Post by matt_melb » Thu Jul 12, 2018 8:17 am

Flobster! wrote:
Wed Jul 11, 2018 6:21 am
getting bogged due to satnav error
It's hard to have much sympathy for a professional driver who can't cope when the satnav tells him to leave the road and drive across a muddy field.

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Re: Is customer service this dysfunctional in your country?

Post by GLimpet » Thu Jul 12, 2018 8:41 am

matt_melb wrote:
Thu Jul 12, 2018 8:17 am
Flobster! wrote:
Wed Jul 11, 2018 6:21 am
getting bogged due to satnav error
It's hard to have much sympathy for a professional driver who can't cope when the satnav tells him to leave the road and drive across a muddy field.
As Flobster says, he learned this from a dripfeed of internet news.
DPD (which Amazon UK uses) is by far the best service we get up here , polite, efficient, good communication, but an internet search will give you nothing but negative stories.

This is what customers really think though - DPD number 1 by a long shot:
https://www.thesun.co.uk/living/2713802 ... rcel-firm/

Everybody hates Yodel, and I must say they are nowhere near as good as DPD but have improved a lot lately.

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Re: Is customer service this dysfunctional in your country?

Post by fishface » Thu Jul 12, 2018 11:54 am

GLimpet wrote:
Thu Jul 12, 2018 8:06 am
Image
Yuss! I fricken knew it was Honey Badger and his undies.

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