Customer Service? Say wha?

Read this at the risk of becoming a ranting maniac yourself. If you choose to stop now, please return another day for a glimpse of a more cheerful me. I'm not always like this.

Today we ventured out into the world. I mean, we went shopping. Or, better, we tried to go shopping. It seems some things are clearly missing in the "experience" these days, most notably one thing known in years gone by as customer service.

It's not that the economy is so bad, I observe. There are new cars flooding the highways and bi-ways so there is money. I even see "sold" signs replacing some "for sale" signs. I don't know about anyplace else but in Springfield, our nearest city, shopping as a upbeat activity has died. And, it didn't go easily. It has suffered and now, with its final gasp, we all are quietly nodding, knowing that we saw the death of a good thing approaching.

For us, it started with trying to get our printer fixed. I know, I know. It's a disposable world. BUT IT IS A GOOD PRINTER and all it needs is a $15 part which we have already. It was sold to us by the manufacturer (Canon), which failed to enlightened us with a chuckle and a "Good luck with that." in terms of finding someone to put the part IN.

Hubby thought he'd struck gold when the Geek Squad which works out of Best Buys stores said they'd do it for $39. Take it on in. Well, too good to be true? Yup. You bet. They want $35 to send it away to see what needs to be done and to get an estimate. They don't understand the English we speak which began with, "Here's the printer. Here's the part. We were quoted $39. Please replace the old part in the printer with the new one." Later telephone conversations held between hubby and the Geek Squad HQ yielded a) no supervisors b) no service c) no association with Best Buy and d) an inordinate requirement to repeat the sordid and sorted details 5 times. At best he got, "I'm sorry you feel that way." See page 6 of canned scripts for answering geeks.

Moving on, our next stop was at a place that had COMPUTER in its name and then a "location" word. It did not have PRINTER in the name and alas, they don't work on them, don't know who does. CRAP. It's a good printer! He was nice about it but when we weren't buying anything and he couldn't fix it, it was "Next" and we were looking at the door.

How about a little mid-afternoon wine tasting. Alrighty then. Luck had it we were next to the store hosting such an event. But, turns out it was ales, whiskeys, and other St. Patty's Day stuff being poured early. That was OK, just not what we wanted. I put this in only so you'd be able to see that both entries for today refer to "Patty/Patti". There's gotta be a connection.

We moved on to a famous wool brand that used to make blankets and now makes clothes as well. I had a new suit in mind, for Easter and such. Saw it in their catalog; it was just what I wanted. There were no other customers in the store. My "attendant" rotated up and asked if she could help. I told her what I wanted. They don't have it. Pretty much that was the end of the discussion. The three employees then were on the verge of linking arms to keep me from looking at anything else. It was offered that I could order it and they'd waive the shipping. Nice thought but what if it doesn't fit. I was hoping, ready for this?, to try it on. I know returning it and getting another size probably would not be waived. We'll never know. See, a savvy sales person would have shown me around, even had me try on something else for possible purchase or even sizing. Not these ladies, they'd probably just straightened the shelves and racks. How dare I touch anything. I found yet another door waiting for me to open it.

We did visit two other stores and both were stocked with pleasant employees but nothing appealing as far as merchandise. Perhaps they have had their customer service classes but only after having to trim the inventory to what appears to be Rachel Ray's wardrobe extras and a bunch of filmy, stretchy, sequined items with martini, wine, highball images printed on them. Probably not the right touch for Easter Sunday choir, ya think? Besides, all items were of unfamiliarly low quality and made in China. What is with that?

At this point we have spent $0 other than the gas and stopping for coffee. My guess is we would have spent the $39 for the labor to put the part in the printer and then bought ink, say another $50. A reasonable wine would have allowed us to drop $15 - $50, depending upon our tasting habits. A new outfit for this sweetie, upwards of $150 including the trimmings.

I think that people are being more careful with the money they have to spend. We're on a fixed income (How I've waited to use that!) like many people. But, we're able to provide for ourselves and were willing to spend what we needed to spend to get what we wanted. It's not about the money. It's not even about the merchandise, available or not. It's about the way first line of contact with the customers - that's the sales people - treat those who make it possible for them to be there - that's the customers. We who are willing to spend money, given a few options, a few questions and answers exchanged, a few minutes of time and a little willingness of spirit, are now mere inconveniences.

With few exceptions (Isringhausen Imports being most notable) I'm beginning to understand, more and more, the beauty of shopping on line. Click.