Tell me, English readers, is it France, or
could the following scenario happen in the UK?
Sunday evening: I phone SFR to say I have
no internet connection. They say I have a faulty connecting cable and arrange
for it to be sent by post, which I am told will take around a week. “How can you expect me to function like that in 2013!” I rage and, at my
prompting, they say I can pick it up at an SFR shop.
Monday morning: the shop assistant tells
me that they can’t provide any equipment without a “customer file” being open –
despite what I was told the previous evening. In any case they don’t stock
accessories; I will have to go to Fnac. At Fnac I wait a further half hour for
the shop to open, only to discover they don’t stock accessories.
Back home I recontact SFR and make sure I
am properly in the system. They tell me that the cable will be available at the
Echirolles branch in 2 hours’ time. I drive across Grenoble to the shop. I ask them to test the cable with the modem. It
doesn’t work and – incredibly – they don’t have any modems in stock. I drive
back across Grenoble to the first branch and, after waiting half an hour to be
served, drive home with the new modem.
At home the box doesn’t work. For several
hours it’s impossible to reach SFR (merci
de renouveler votre appel). When at last I do, late evening, they say the
box must be faulty and I will need to wait a further 48 hours for one to be
delivered to a shop. When I explode (loss of internet has already resulted in
me waiting for a client shiatsu rdv when the client had cancelled by email, and
Juan – supposedly and uniquely working from home this week because of his
company’s annual shutdown – is in CH waiting for me to get the thing fixed)
they say they will contact me the following morning.
Tuesday: SFR don’t call. I wait until
midday then phone them. “Oh, didn’t you know – the box is waiting in the shop”.
I ask them if they are sure – the previous two occasions a text message had
alerted me but I hadn’t received one this time. I fear being asked, again, at
the shop “Do you have a customer file open?” I can’t check as no one at the
shop picks up the phone. Off I go again, into the heat. And once again I wait
20 minutes before anyone can speak to me. I am then asked the dreaded question
– and we then discover that the file has been closed and no order for the modem
put through. My “FUCK!!” causes a ripple of shock. The file will need to be
reopened. We are surrounded by publicity for high-speed connections. But just
getting through to set up the file takes a further 30 minutes.
Three hours later, and the 4th 30km round trip and there I am again. The same assistant tells me (after I wait yet another 30 minutes for them to get through by phone) that the modem has been sent by post. The assistant doesn't prostrate himself with embarrassment at his cock-up but - as he is on the welcome desk and has other customers waiting - invites me to take a ticket in the queue to speak to a colleague. I cut my losses and head home.
km driven so far: 120
hours on phone or waiting in the SFR shop: 5
energy lost: 10000 k calories
stress level: unmeasurable
Saturday: The second replacement modem arrives by post. And – unlike Monday's model - this one has software and instructions – with a completely different set-up from what I had been told in the shop. It works, praise the lord.