We were looking at microwaves last weekend and we went to Darty, one of the biggest electronics stores here in France that is known for their customer service.
We debated between two models and after discussing with the salesman, we opted for the more expensive model (350 euros). The salesman looks it up on the computer and then we go back to the microwave and he opens the door and inspects the contents. Then he says “Ok, it’ll be this one.”
“What?”
“The demonstration model, it’s our last one.” We then discussed about whether a demonstration model was new or not. I pointed out that it had been opened and shut a thousand times. I said “I don’t want a demonstration model, when can you get a new one?” He looked it up on the computer and said he couldn’t get one, it’s the old model.
“Is there a discount on this demonstration model?” My wife & I had agreed that for a big discount we’d take it.
“No, the discounts are already taken care of by the purchasing department.” So then we looked at the newer model on the computer. For just 15 euros more, we could have the newer model. I wasn’t surprised that he didn’t tell us that this was the old model and the new one was only 15 euros more, that’s typical of the conflicting interest between a salesman and a customer. But I was surprised that he wanted to sell us a demo model for the same price as new.
And that’s my point. Customer service still doesn’t exist in France. In the US no one would buy it without a discount. It’d sit there on the shelf for years. But the fact that they do this in France tells me that it must work. Someone will come by and buy this microwave.
Customer service is making progress, but they have a long way to go. It’s interesting because in the US we say things like “If you don’t take care of the customer someone else will”. In France they say “No one else is taking care of the customer so why should we?”.
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