They just don't get customer service...

[JR]

Last night I Booked a flight and hotel for Russia. Then I went to GoToRussia.Net for a Visa. Clicked on Single Entry Tourist for $190. Filled out all the stuff they asked for and hit submit. Next thing I know I am being charged $834 for a business Visa. no way to back and change or verify anything.
So the next day I call and get a transfer to a lady who spoke in Russian. I told her my name in English and she replied in kind. I told her of the error. Normally I would expect something like this: "No problem Mr. B, we'll fix that right away. Is there anything else we can do for you today?" But what I got was "You got what you asked for." While she is saying this the thoughts racing thru my mind went something like this: "In this economy you're going to treat me like this? Do you think I'll ever use your company again or reccommend you to anyone?"
The answer to that is no. It seems to me that FSUs still don't get customer service...

[groovlstk]

Last night I Booked a flight and hotel for Russia. Then I went to GoToRussia.Net for a Visa. Clicked on Single Entry Tourist for $190. Filled out all the stuff they asked for and hit submit. Next thing I know I am being charged $834 for a business Visa. no way to back and change or verify anything.
So the next day I call and get a transfer to a lady who spoke in Russian. I told her my name in English and she replied in kind. I told her of the error. Normally I would expect something like this: "No problem Mr. B, we'll fix that right away. Is there anything else we can do for you today?" But what I got was "You got what you asked for." While she is saying this the thoughts racing thru my mind went something like this: "In this economy you're going to treat me like this? Do you think I'll ever use your company again or reccommend you to anyone?"
The answer to that is no. It seems to me that FSUs still don't get customer service...

I had problems w/GTR twice. Both times I sent my paperwork and passport in well in advance of when I was traveling, and both times they either had questions for me (and never bothered phoning or writing) or had some excuse as to why my paperwork was never sent to the embassy - net result was I had to pay twice for their expedited service.

[ECOCKS]

JR:

You're just now understanding that?

Go back and read that educational differences thread.

I remember the old jokes in the US about lazy, ineffective Civil Service employees and we could translate all of them into Russian, then publish it and do pretty well. Even their own countrymen expect nothing.

I remember taking my son to American Medical Center in Kyiv and leaving him overnight. My wife thought we should stay in the room to make sure the nurses were checking on him and would take care of him. She couldn't believe that I trusted that they would check him regularly.

Her first impression of American waiters and waitresses was that they really looked like they were happy to be at work, always smiling and polite (Thank God her first experience was Crackerbarrel!).

She is always astonished at how I tip a good waitress and did connect the service level at the Kyiv Friday's with the incentive of tips based upon efficiency and attitude.

FSU service workers regard customers as an inconvenience to be endured during their work time.

[JR]

JR:

You're just now understanding that?

No, I understood it quite well back in the early nineties when I first visited Russia. But I thought FSUs living in America might have learned something. Obviously they have not. But they won't get my business again and they will get a nasty-gram once I have Visa in hand.