\u00ab Contrat de confiance \u00bb<\/em> \u2026 et donc vous avez confiance quand vous annulez IMMEDIATEMENT votre commande, pour une raison quelconque.<\/p>\n\n\n\nErreur : on vous promet une livraison sous huitaine \u2026 et vous recevez le lendemain un avis vous informant que ladite livraison est en route ! Vous appelez le service ad\u00e9quat qui vous r\u00e9pond que c\u2019est normal : une demande d\u2019annulation se traite en 24 heures, la livraison annul\u00e9e part AVANT !<\/p>\n\n\n\n
Que faire ? Ben, t\u00e9l\u00e9phonez \u00e0 Colissimo pour qu\u2019ils annulent ! Comme j\u2019insiste, c\u2019est votre responsabilit\u00e9, on me promet d\u2019appeler Colissimo \u00e0 ma place et de me rappeler le lendemain pour me tenir au courant : paroles en l\u2019air ou mensonge \u00e9hont\u00e9 ? De ma demande, le service clients de Darty, se lave les mains !<\/p>\n\n\n\n
Il y a la relation clients \u00e0 la Leroy Merlin : stupidement discr\u00e8te ! Vous d\u00e9posez un appareil en SAV et patientez deux semaines, trois semaines, quatre semaines en attendant qu\u2019on vous invite \u00e0 r\u00e9cup\u00e9rer votre produit.<\/p>\n\n\n\n
Un jour, vous allez faire un tour sur le site Leroy Merlin, rubrique SAV de votre espace client, et l\u00e0, c\u2019est marqu\u00e9 \u00ab disponible \u00bb<\/em>. Pourquoi ne m\u2019a-t-on pas pr\u00e9venu ? On ne sait pas, ce n\u2019est pas normal \u2026 pas un mot d\u2019excuse !<\/p>\n\n\n\nEt puis, il y a la relation clients Sixt : juste \u2026 odieuse !<\/p>\n\n\n\n
Un ami, sortant d\u2019une grave hospitalisation dont il se remet mal, tr\u00e8s mal, doit annuler une r\u00e9servation : \u00ab Je sors de l\u2019h\u00f4pital et suis incapable de conduire pendant un temps ind\u00e9termin\u00e9 \u00bb<\/em>, pr\u00e9cise-t-il.<\/p>\n\n\n\nEt par retour, il re\u00e7oit cette r\u00e9ponse pleine d\u2019empathie : \u00ab Nous vous confirmons que suite \u00e0 votre annulation de r\u00e9servation, la totalit\u00e9 du montant pr\u00e9pay\u00e9 a \u00e9t\u00e9 retenue \u00bb<\/em> ; et apr\u00e8s relance, Sixt confirme sur le m\u00eame ton plein de compr\u00e9hension : \u00ab Vous pouvez consulter nos conditions de location via le lien suivant dans la rubrique \u00ab\u00a0tarif pr\u00e9pay\u00e9 – paiement en ligne\u00a0\u00bb \u00bb<\/p>\n\n\n\nEn fait, j\u2019ai \u00e9crit \u00ab\u00a0odieux\u00a0\u00bb<\/em>, j\u2019aurais d\u00fb \u00e9crire \u00ab\u00a0ignoble\u00a0\u00bb<\/em>\u00a0: on aurait pardonn\u00e9 \u00e0 une AI mal d\u00e9grossie son manque de compassion, que peut-elle comprendre des soucis d\u2019un humain hospitalis\u00e9\u00a0; mais l\u00e0, c\u2019est un autre humain qui signe\u00a0: sans doute a-t-il des consignes \u2026 preuve que le service client de Sixt est globalement odieux \u2026 et la marque \u00e0 \u00e9viter\u00a0!<\/p>\n\n\n\nVous me direz que Sixt est dans son bon droit et que mon ami n\u2019avait qu\u2019\u00e0 lire les \u00ab petites lignes \u00bb<\/em> des conditions g\u00e9n\u00e9rales : vous les lisez, vous, les \u00ab petites lignes \u00bb<\/em> ? J\u2019ai relu les conditions g\u00e9n\u00e9rales des principaux loueurs : les frais ne s\u2019appliquent qu\u2019en cas d\u2019annulation tardive (moins de 2 \u00e0 3 jours avant la date) ; avec Sixt, vous n\u2019avez pas le droit \u00e0 l\u2019erreur, on vous taxe quel que soit le d\u00e9lai !<\/p>\n\n\n\nEt bien s\u00fbr, sans discernement, quelle que soit le motif \u00e9voqu\u00e9 : \u00e7a doit \u00eatre \u00e7a, un \u00ab loueur qui d\u00e9chire \u00bb<\/em>, comme ils se d\u00e9finissent sur Twitter.<\/p>\n","protected":false},"excerpt":{"rendered":"Service clients, relation clients, exp\u00e9rience clients, les marketers n\u2019ont que le client \u00e0 la bouche \u2026 ce qui parfois pourrait bien le faire rire, ce dernier \u2026 s\u2019il n\u2019\u00e9tait pas bien trop \u00e9nerv\u00e9 par les dysfonctionnements des services avec qui ils sont cens\u00e9s \u00eatre en…<\/p>\n","protected":false},"author":2,"featured_media":26569,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"gallery","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true},"categories":[154],"tags":[],"yoast_head":"\n
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