Poor customer service in Germany

522 posts in this topic

That is the problem with mandatory health insurance. What are you going to do with the people who can't afford it? Fine them? So they can't pay the fine either. Deny them health care? Then we have a bigger problem where people don't get preventative care because they can't afford to and end up in hospital where the system is forced to take care of them at a time their problems are bigger and more expensive to fix. At least in a worst case scenario.

 

The Canadian system isn't perfect. Waiting lists are far too long for certain things. Need to see a specialist? You might wait for months in the Canadian system if your problem is not considered a priority. Need a non-life essential surgery, something orthopedic for example, you might live with chronic pain for a couple of years before you get it. Which is why people who have money opt to go to the US, pay and get it done faster. The people who don't have money can't do that but at least they will be helped eventually.

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Why though do the rich, famous and world leaders fly off to America to have specialized surgery? Why do many US doctors fly off to those very same people for emergency procedures? If the health care system that promotes this "sucks" so bad? That system has many flaws in dealing with the poor but it also has many strong points in innovation. A doctor doesn't just settle to be a GP if he knows he can get rich/fame/(insert ego builder here) by constantly updating his education and learning new techniques.

If you pay more you get more. According to "Time" http://www.time.com/time/specials/packages...1860562,00.html

"America's Health Checkup

"In 2005 Americans paid out a record 16% of our gross domestic product for health care — a cool $2 trillion — making us the world's top spender on health care per capita"

The numbers for Canada and Germany are 10-11%.

So, I would exspect the American system to be 50% better.

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On Tuesday I took the day off work to go to Bad Tölz with my partner so we could buy engagement rings. It had meticulously planned and was a surprise that I had arranged. Well we arrived in the shop and he was suitably charmed. The rather gruff assistant reluctantly brought out a tray of men's rings, none of which Peter liked so I asked if we could see other designers. To which the shop assistant told us we were stupid for not knowing what we wanted before we got there and mucking him around by making him go back and ghet another tray when he had no guarantee we would buy anything.

 

So we walked out and went down the road to his maoin competition where we were couteouslky and diligently served and purchased exaactly the right rings :)

 

The moral of this story is that you should NEVER reward discouteous or bad service with your custom. Good service does exist in Germany but it is only because people tolerate bad service that it exists. If we all avaoided these little bastards they would either change or go out of business.

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A useful German phrase in such a case: "Dann eben nicht!". Deliver it with a shrug of the shoulders, turn away and leave.

Also helpful, the "Pretty Woman" approach: Do you get commission on sales? Because you just lost your Christmas bonus.

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BtC - I hope that you told him which shop you were going to next

I guess we should have come back and told him what and why we had done instead.

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Never listen those who say Alice is the best internet server with the best prices!! Thats BULLSHIT!!

 

its been 1 month and i am still waiting for the damn network connection..

 

after applying for Alice, first you have to wait for 2 weeks minimum to get a technician to your house to start your connection. U are supposed to pay 10 euro for a stupid Siemens trade old fashion cable modem which they will want it back after your cancellation of your membership.

 

Then they send your mobile a message telling that the technicians will come in bla bla weekday between 8-16 exactly in the work hours and wanting you to be at home. You hardly get permission from your supervisor, wait the whole day at home and those dumbs dont arrive.

 

Then you try to connect the modem yourself hoping that they opened the line already and you hear on the phone: "please call the dumb technicians to fix your connection problem"

 

so you call back the dumb workers in Alice phone service who are actually somewhere in Frankfurt and ask them to arrange again a meeting with the fool technicians in Hamburg to have a visit again. They arrange again a time on wednesday betwen the work hours and you again ask for permission and those dumbasses again dont come..

and this shit continues like this forever...

 

in conclusion, IF YOU ARE A NEW COMER TO GERMANY, AND IF U WANT TO OPEN AN INTERNET AND LANDLINE ACCOUNT, DO NOT CHOOSE ALICE WHOSE WORKERS ARE LIKE GHOSTS WHOM YOU NEVER CAN MEET FACE TO FACE TO TELL YOUR DAMN SIMPLE PROBLEM!

 

i am very pissed..

 

Germany is far behind Europe in many fields.. even far behind Africa..

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Alice is shit. They offered something great a few years ago (marketing campaign) and saw a ton of people sign up. But they made the fatal mistake of assuming they are a market leader, and start telling customers what they want, instead of listening to what customers want.

 

As a result, I'm about to switch over to Kabel Deutschland. Far better service, faster connections, cheaper / similar price range.

 

To illustrate, to reach customer service doesn't cost 14c/min and when you do get a hold of them, they don't scream at you and tell you its your fault (read back in this thread, that happened to me), then hang up on you.

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Good service does exist in Germany but it is only because people tolerate bad service that it exists. If we all avaoided these little bastards they would either change or go out of business.

Completly true.

 

I've seen something funny while living here though. In the states, when the customer service from one company is awful, you go to the next. Because the products are almost all at the same level of quality everywhere. There is more opprotunity to do so than here. Sometimes the company your ordering from is the only one offering the service in your area, and finding the same product somewhere costs more money. They use this to their advantage, and know that germans dont give a shit about customer service because the literally dont know any better.

 

The Subway in Erding is funny, because I hate their customer service. When I complained to the manager, I got laughed at. My german friends told me there is no reason to complain, becuase its the only subway in the area so no one cares how they treat you.

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So I had a problem with my billing from Neckermann... anyway to cut it short I called them (at 0.14€ per minute off course... you have a problem with us, just call and we'll make you pay to be treated like shit)... my German is not particularly good, but I can communicate, so I started by asking (in German) the woman if she was speaking any English or French, obviously nobody in those call center know other languages than German, but I tried anyway. So I then started to try to explain my problem in German... I thought I was doing not doing to bad, but then she started sighing very loud every 2 seconds... so I ask if she had a colleague nearby who was speaking English maybe... she just said "NO, do you have somebody who can speak German with you?"... so I told I would call later then and she just said "JA" and she hung up...

 

It was definitely one of the worst person I've talk to in a long time... I had awesome service from Kodak last week when I called, the man really sucked in English but everything went fine in German... but this call to Neckermann was really awful.

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There is little doubt, where I live, the customer service is the worst in the world. I love where I live(well, at least when the sun's out...), but there is no question about the customer service. It would only be worse if they physically assaulted me..

 

A few examples:

 

1.) Bakery, 7 or 8 in the morning.. You order a belegtes Brütschen, but then see you only have a €50 Schein. Instead of saying, "Tut mir leid, ich habe leider kein Wechselgeld", here they bark at you "Nein!! Das geht nicht!"

 

2.) Fitness studio, going in to sign a contract. The girl was speaking with someone, so I waited patiently. For at least ten minutes. Then her friend left, she looked at me, and aggressively blurted "Was willst du denn??" I lost my temper, and it became a scene..

 

3.) The bitch at P&C getting all snotty cuz I wanted to unfold a second shirt to try on, even though it was the same brand as the first I'd tried..

 

These examples don't sound too bad when read in text, but trust me, as an Anglo..., if you'd been there, you'd've flipped out too.. And these kinds of things happen every week. It's normal.

 

On the other hand, the girls here are the hottest in the world. Bar none.

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I've been in Berlin for a month now and all month I've been asking myself, "why do the girls at the checkout in Lidl not smile?" I mean, just fake it to say the very least. I think you'll all agree with me on this one: the German policy is: "If you need it, you'll come to us. There's no need to be nice."

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That pretty much sums it up.

 

(I must say though, though Saxons like to say Berliners are so unfriendly..., my experience has always been the opposite - Berlin is like a different planet as far as friendliness compared to Saxony.. People helping me on the U-bahn, on the street, smiling in the cafes and restaurants, etc...)

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I'm one of those silly loyal customers who will stick with a company for a very long time if I'm happy with it. I'll even cut a company some slack when there's a problem if I've been satisfied for a few years and never had any issues before. But my patience is finally at an end and I'm ready to move on.

 

We "inherited" our heating technician from the previous owners, and he was great at explaining how everything worked and in answering all our questions. And for the past two years we've been very happy with him. We also knew when we bought the house that the heat pump was from 1979 and could break down any moment (or keep going for years), so we were prepared. We stocked up on small heaters in case of emergency, and saved up so we can pay for a replacement in cash.

 

Exactly three weeks ago, on a Thursday, the heating guy showed up to take a look at our heat pump. Originally it was meant to be a regular service check to make sure that our geo-thermal system was topped up and functioning at all the right pressures and temperatures. But when we tried to switch it on a few days before the appointment, the circuit breakers popped and the heat pump didn't go on. The service technician diagnosed a seized motor and said he'd have to check with the manufacturer about whether parts were even available for this old model.

 

So off he went, with three questions from me: 1. Are parts available? 2. Does it make sense to fix the old one (assuming it is even possible) or should we get a new one... 3. leading to the request for an actual quote for a new one.

 

I was half expecting a quick reply back saying that the old one couldn't be fixed and here's a quote for a new one. But instead I got nothing!

 

A week goes by, no answer. So on the next Thursday I call the service technician's cell phone and he tells me he's waiting for a response. I was a bit irritated that he hadn't bothered to update me but I let it pass.

 

Another week goes by with no word, and on the Thursday I can only get the technician's mail box. So I call the office and speak to the woman there. She promises to investigate and get back to me. She never did.

 

Another week goes by with no contact. It's starting to get cold, and I have my little back-up electrical heaters going now. So today I call, and again get the technician's phone mail, so I contact the office and get the same woman. She tells me that the Boss is away on holidays and neither she nor the technician know if the Boss managed to get any info from the manufacturer for me or if he's prepared a quote. Well, fuck you!

 

Now I've contacted 4 other heating companies. The smallest, closest local company has already been here and taken a look. Actually, it was the Boss himself who swung by. Impressed me nicely, he did. I have an appointment already set with another one. And two are supposed to call me back on Monday.

 

I'm not going to wait another three weeks for a response. We'll see which of the companies really wants a few thousand euros from us and is willing to hustle a bit for it.

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I've had the exact same experience with Alice, here in Munich. More correctly, Alice was fine, it's Deutsche Telekom that has dicked me twice now. The first time, they left a note on my Wohnheim door bell box saying they tried to reach me, then just left. Bull crap! I was sitting quietly, reading a book when they supposedly dropped by. The landlady used the same button earlier that morning, too, so I know it works. At least I was able to work for the last half of the day. Today, they were supposed to show up for a follow up appointment, and naturally, that was too much to expect.

 

The fact that Germans don't put up with much crap doesn't actually bother me. I've seen some customers that have acted like complete asses as well. It made me feel sorry for the employee at the time. I also feel like I have at least a certain minimum responsibility as a customer to make my end of the transaction work. What I do NOT understand, is when employees here go so far as to actually insult/impose upon/harm the customer in some way. In my case, I lost a whole day of work (actually one and a half now), not to mention the continued delay in service. At a bare minimum... you should at least be expected to actually DO the job you're being paid for!

 

And for the record, I'm not exclusively a hater. In some (limited) venues, I've actually gotten better service here than I could ever expect in the states.

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There is little doubt, where I live, the customer service is the worst in the world. I love where I live(well, at least when the sun's out...), but there is no question about the customer service. It would only be worse if they physically assaulted me..

 

A few examples:

 

1.) Bakery, 7 or 8 in the morning.. You order a belegtes Brütschen, but then see you only have a €50 Schein. Instead of saying, "Tut mir leid, ich habe leider kein Wechselgeld", here they bark at you "Nein!! Das geht nicht!"

 

2.) Fitness studio, going in to sign a contract. The girl was speaking with someone, so I waited patiently. For at least ten minutes. Then her friend left, she looked at me, and aggressively blurted "Was willst du denn??" I lost my temper, and it became a scene..

 

3.) The bitch at P&C getting all snotty cuz I wanted to unfold a second shirt to try on, even though it was the same brand as the first I'd tried..

 

These examples don't sound too bad when read in text, but trust me, as an Anglo..., if you'd been there, you'd've flipped out too.. And these kinds of things happen every week. It's normal.

 

On the other hand, the girls here are the hottest in the world. Bar none.

 

you mean german or sachsen gals'? are u sure? German girls sexy??? :blink:

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I stopped off with my GF at the Marktkauf to get some bread at 9:30PM. They close at 10PM. We walked in, went straight to the bread, grabbed it, and grabbed some Reeses PB Cups at the low price of 1.5 million Euros on the way to the cashier.

 

An employee who I had noticed walking around frantically as we came in stomped up to us and said the store was closing soon and we had to go to the cashier now. As we were waiting in line, both her and the cashier were talking to eachother about how, if people could get away with it, they'd stay in the store until midnight. They did this right in front of not only us, but other customers in line.

 

The time was 9:36PM.

 

And you know what the worst part of this story is? Some of the people in line besides my GF and I actually looked ashamed of themselves like they were the ones who had done something wrong.

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My favorite bad service story, though I have quite a few.We were shoe shopping, daughter (age 7 maybe) was trying on shoes as was I. She would pick out a pair, drop them on the floor and then sit down to try them on. All of a sudden this old German sales clerk comes up to me and says "tell your daughter not to do that". I asked her what she was talking about. She said "dropping the shoes on the floor". I asked why not, seeing how the floor was carpeted and there was no way that this was damaging the shoes in any way. Clerk says "One simply doesn't do this. Would you do this at home?". I answered, "as a matter of fact we actually do drop our shoes on the floor at our house." She got quite angry here and again told me to stop it. I dropped my shoes on the floor, gathered up my daughter and loudly announced that the customer service in this store was awful, that this clerk was crazy and not only would I never shop here again, I would tell all my friends not to either. Everyone was looking at us, but damn that felt good. End of story? The shoe store closed about a year later. I am pretty sure I didn't have anything to do with it, but I was glad to see it closed.

 

So, a store employee had the audacity to tell you to make sure that your daughter did not man-handle the merchandise? How dare she!

 

I don't think the clerk was out of line at all. I'm hard pressed to think of any store where it would be acceptible to take merchandise, purposely drop it on the floor, and then place it back on the shelf.

 

Was it necessary for you to yell and make a scene? What kind of example are you setting there? Would it have been so difficult to say to your daughter, "Honey, we haven't paid for these yet and they do not belong to us. Please take care and set them down gently instead of dropping them on the floor"?

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