Monday, August 20, 2007
Finland, Internet Backwater
When I'm shopping for goods or services, my preference is physical store (but keep your salesweasels off my back up to when I've decided, please), Web and email, phone (I really dislike phoning people I don't know, it's all the impersonality of email without the ability to be precise). So, since most businesses I want to do business with publish an email address, I usually email them if it's not convenient to drag my backside there.
Some six years back I needed my TV repaired. I emailed one company, no response for a few days. So I pick another one. They call me back, leaving a message on my answering machine that indicates they print out all email that comes in and then someone goes over the printouts before the day ends. Funny method, but they did get my money since they replied at least. Well, the first company replied too, after a couple of weeks.
But surely, all this was years ago, and things are better now. Not really. Recently I ordered some bookshelves over the Web, and of course their preference was to call me even though I provided an email address as well (the form had a mandatory phone number and an optional email address, it figures). Not only that, the call came from an unlisted number, so I rejected it, as is my custom if I'm even the slightest bit busy. So they had to relent and send me email asking how I'd like to pay. As is my custom with business email, I replied immediately, expecting that they'd handle things the next day. Hah! It's now been two weeks and not a beep from them (I wasn't really able to contact them last week, but will tomorrow).
I don't really have high hopes of anything requiring actual service to ever work in Finland over the Internet. My experience is that businesses provide email addresses, since nowadays it's expected, but they don't really bother to read them or to provide the same level of service through email that you'd get if you just show up at the store (of course, then you'll get pre-empted by someone who calls in, but usually that's not such a big deal).
Some six years back I needed my TV repaired. I emailed one company, no response for a few days. So I pick another one. They call me back, leaving a message on my answering machine that indicates they print out all email that comes in and then someone goes over the printouts before the day ends. Funny method, but they did get my money since they replied at least. Well, the first company replied too, after a couple of weeks.
But surely, all this was years ago, and things are better now. Not really. Recently I ordered some bookshelves over the Web, and of course their preference was to call me even though I provided an email address as well (the form had a mandatory phone number and an optional email address, it figures). Not only that, the call came from an unlisted number, so I rejected it, as is my custom if I'm even the slightest bit busy. So they had to relent and send me email asking how I'd like to pay. As is my custom with business email, I replied immediately, expecting that they'd handle things the next day. Hah! It's now been two weeks and not a beep from them (I wasn't really able to contact them last week, but will tomorrow).
I don't really have high hopes of anything requiring actual service to ever work in Finland over the Internet. My experience is that businesses provide email addresses, since nowadays it's expected, but they don't really bother to read them or to provide the same level of service through email that you'd get if you just show up at the store (of course, then you'll get pre-empted by someone who calls in, but usually that's not such a big deal).
Labels: asperger, customer service, email blackhole, rant
