Today, we are fortunate to have comprehensive consumer laws to protect our purchases. And most stores ensure their staff receive adequate training in customer care. So in theory, we should be able to purchase any item, large or small, in the certain knowledge that, should there be a problem, it will be speedily resolved. In theory, yes. But let me tell you about my experience with a young lady who had obviously slumbered all through the Customer Care Course.
Our local store had a special offer on saucepans, and they were the exact colour I wanted to match my new kitchen. They had nice sturdy bases, so I snapped up a set. My pleasure with my bargain evaporated the first time I used the pans. The outer covering started to peel away within five minutes of beginning to cook our evening meal.
Back I went to the shop, confidently expecting a prompt solution. The young lady on the Customer Service Desk reluctantly detached herself from the urgent task of text messing her boyfriend. ‘Can I help you?' she asked, in a tone that really meant, ‘What's so important that you need to disturb me on a quiet Monday afternoon?'
I showed her my now two-tone saucepans and explained my problem. The bored look left her face, to be replaced with an increasingly suspicious stare as she surveyed the damage to my pans. Finally, she looked me straight in the eye, and, in a voice that challenged me to deny my crime, she said, ‘You've had these saucepans somewhere hot, haven't you? That's what's caused the problem. I don't know if we can do anything about it.'
This is an absolutely true story. Well, you couldn't make that one up, could you? And, before you ask, the Customer Service Assistant was blonde! I eventually got a refund when I insisted on summoning the Store Manager.
