Same Same, But Different! Pt 12: Customer Service

Shopping at MBK Mall in Bangkok is much more entertaining than most malls in the USA - even with the occasional fright from one of those bizarre Thai mannequins.

[You'll find more examples of things "Same Same... but different!" by clicking on the link here.]

Sometimes the occasional language barrier is a blessing in disguise while in a country where the native tongue is not our own. In Thailand, for example, there usually isn't a whole lot of chit-chat possible with the person tending a stall or shop unless you speak at least a small (nit noy) amount of Thai, which, to be fair, is all one can expect as the answer to "do you speak English?" when you're there.

I can usually get a point across, but Thai being one of the tonal languages with an alphabet I've yet to find the dedication to master often leaves me doing pantomime and limiting interactions with the clerk to "how much?", "have XL?" and/or punching numbers into their proffered calculator to make a counter offer when haggling.

Two examples of customer interactions, the first here in the USA, the second in Thailand. Both had to do with looking for a specific item I wanted to purchase. We're not actually comparing apples with apples here, but oh... sometimes the frustrations of dealings in Thailand can seem so much simpler, overall...

United States customer service

First of all, I call the store directly, and nobody in the department answered the phone, so I went to their web site to get a customer service number. This is how the call(s) went:

[I punch numbers to work up a "phone tree", followed by something intended to be music which was interrupted every so often by a disembodied voice saying "All representatives are currently helping other callers. Your call is important to us, and will be answered in the order received".]
Me: I'm looking for a water filter part for the refrigerator I bought at Sears
Sears 1: You'll need to call Parts for that.  Here's the number.
Me: But this is the number you emailed me to call to re-order...
Sears 1: That's not correct. I'm sorry for any inconvenience.

[I punch numbers to work up a "phone tree", followed by something intended to be music which was interrupted every so often by a disembodied voice saying "All representatives are currently helping other callers. Your call is important to us, and will be answered in the order received".]
Me: I was given this number to re-order a water filter
Sears 2: Oh, I'm sorry, this is the Repairs Parts Department. You need to call our regular parts department for individual sales.
Me: Can you please transfer me?
Sears 2: No, sir, I'm sorry - I can't do that.

[I punch numbers to work up a "phone tree", followed by something intended to be music which was interrupted every so often by a disembodied voice saying "All representatives are currently helping other callers. Your call is important to us, and will be answered in the order received".]
Sears 3: May I have your subscriber number for our automatic parts ship service?
Me: I don't have a subscription. I just need a water filter for my refrigerator. The last woman said this is the number I need to call to order one.
Sears 3: I'm very sorry, sir - this is the number for the Sears Automatic Parts Service. Would you like to subscribe to have a new filter shipped every three months?
Me: No, I don't need one that often.
Sears 3: Then I'm afraid I can't help you, sir. You'll need to call our Parts Department.
Me: They already gave me a number for that. They couldn't help me.
Sears 3: Let me give you a direct number for Parts Customer Service.
Me: Direct? Really?  No phone tree, no waiting?
Sears 3: Yes, sir.

[That was not the case. I punch numbers to work up a "phone tree", followed by something intended to be music which was interrupted every so often by a disembodied voice saying "All representatives are currently helping other callers. Your call is important to us, and will be answered in the order received".]
Sears 4: Thank you for waiting. How may I help you?
Me: I need a water filter for my refrigerator. May I have one shipped?
Sears 4: What's the model and part number, please?
Me: (answered)
Sears 4: Please hold while I check the availability of that for you.

Their system hangs up on me while I wait on hold.

[I punch numbers to work up a "phone tree", followed by something intended to be music which was interrupted every so often by a disembodied voice saying "All representatives are currently helping other callers. Your call is important to us, and will be answered in the order received".]
Me: I was cut off while I was waiting for availability of a part to be checked for me.
Sears 5: I'm sorry about that, sir. What was the part number?
Me: (answered)
Sears 5: May I put you on hold while I check that part for you?
Me: (hesitantly) Well... OK. Please try not to drop the call again.
Sears 5: (laughing) Oh, no, sir... I wouldn't do that!
[More bland elevator music]
Sears 5:  Sir? I can't seem to find that part number in our system.  I'm sorry I couldn't help you today, but thank you for calling Sears.
Me: WAIT! I'm not trying to jump and cause trouble, but may I speak to a supervisor, please?
Sears 5: Certainly, sir. Please hold.
[More bland elevator music]
Sears 6: Yes, sir - how may I assist you?
Me: I'm having trouble believing you folks can't find your own part in your system. I've already spoken to five people before you, and I'd like you to please take a moment to double check this for me.
Sears 6: Of course, sir. We're sorry for the inconvenience. What was the number?
Me: (answered)
Sears 6: Please hold a minute.
[More bland elevator music, and an ominous "click" that sounded like a disconnect.]
Me: Oh, they wouldn't DARE...
[More bland elevator music]
Sears 6: Sir?
Me: Yes?
Sears 6: That part is out of stock. It looks like we may have it back in stock in a month. Would you like to call back then and check?

Total time of the above calls: 38 minutes.  Result: none.

Thai Shop Customer Service

[I call a favored music/movie shop in Bangkok and speak with one of the people working there]
Me: Sawatdee... VCD Concert show Thongchai Bird McIntyre?
Clerk: No have. Finit.

Total time of the above interaction: 30 seconds. Result: same same!

Now, they might have been resting their elbow on a stack of the very VCD I was looking for while talking with me, but still...  In both countries the people were most likely working because they needed the money to hold body and soul together, but the overall attitude in Thailand (in general - I know I'm making a blanket statement here) is one of "let's just do the job and get through it" far more often, and I tip my hat to that.  Ex-pat readers and others may have have horror stories of their own, but by and large I'm going to say I'm not all that far off the money here today.

Let me know if you feel differently.  I may be a little slow replying because I'm on "hold", but I'll reply.