Customer service II, or, I'm twelve, don't know a thing about our product and really can't be bothered to help you.

Sounds harsh and yet so true in yet another customer service experience. It wasn't a difficult thing we were trying to do, which was buying previously viewed videos from the people who also offer you cable, internet and telephone "service", for forty percent off. (the videos were discounted, not their service. Well, they provide bargain basement service for the full price, but it was the videos we were after)

First of all, I was asked by three different people as I came in the store if there was something they could help me find. I told each one what I was looking for - a rom com by one of America's leading sweethearts - and each one had to go to the computer to look it up. We could plainly see for ourselves the store didn't have it, because their entire selection of comedies was exactly one row long, and in the row most of the videos were sitting flat, cover out, instead of lined up like books, spine out. I only mention this to make the point that their selection was very very limited. What they had, frankly, were a bunch of movies I'd never heard of, or was afraid to touch -- certain that if I did, I'd get slimed. But did they have the one we were looking for, with an A-list cast and box office clout? Stop laughing! Why do you laugh at that question? The answer, obviously, is 'no'. They didn't have it, and yes, maybe we were naive to expect they would have it. Consider the lesson learned: video chain stores are not really in the movie business. They do not hire knowledgeable film buffs, or train their staff in the products and services of the company. It's like going to Fox Books, where they think of books like giant cans of olive oil.


Not deterred, we decided to check out the P-V section, and noticed they had a 'special offer' - buy four and get them for forty percent off. Hoorah! We love movies, are not snobbish in our requirements, so surely we'd find four titles, piece of cake. Once we got over the shock of discovering they were selling movies better suited to one of those adult-only establishments that keep their windows covered, we found several we were interested in. Being experienced sale shoppers, we took note of the small print: selected videos. We hied ourselves off to the service desk, and asked them which movies were the selected ones. The answer included several "I think"s, and "it must be" and "I guess". Overwhelmed at the knowledge and confidence of the young service representative, we asked if he would mind checking if our choices met the criteria. One of them was not even supposed to be for sale, he said, though it clearly had the big red round sale sticker on it. The others were fine, but one marked 7.99 was supposed to be 9.99 which he told us. We commented that by law a store must sell the product for the price advertised. His buddy at the till next to him was smirking and sort of chuckling under his breath, maybe amused we were talking about 2 bucks. The one 'serving' us didn't make eye contact, and actually made no comment at all, just processed our purchase. Checking the receipt after, we discovered he charged the higher price.

Being on a crusade against poor service -- or no service -- we both wanted to march back in the store and get satisfaction. But satisfaction would not have been had: the manager on duty was sure to be 17 years old, with no real service training. The guy who dealt with us was not capable of even saying hello and looking at us the whole time we were in front of him, let alone resolve an issue we had. I've been in that store before, only to hear employees gossip about other employees, or talk about the party they were at on the weekend, all while I'm waiting at the cash. I'm not likely to ever go back, but even that is not enough any more: I'm making phone calls and writing letters to places that have poorly trained, irresponsible and unprofessional staff.

If store owners are content to hire minimum wage teenagers to do the work, well and good, but they have to take responsibility. As a consumer, I am not obliged to accept poor service. It may be inconvenient, but I am going to seek out businesses that offer good service, and are knowledgeable in their field. I have less to spend these days, but my expectations are higher: I want to enjoy the experience too, rather than allow some video clerk to treat me like a nuisance or a joke.