Customer service

I was delighted to see the sign for Ace Hardware Store in Puri Indah Mall and was looking forward to visiting the store when it opened. The other day I went to the store to see what kind of merchandise they carried. I was happy to browse around and look at the products on the shelves. I lived in the USA for several years and I felt like I was back there because the items on display were similar to those available in America.

When I go to Indonesian-owned stores, I don't bother asking about the return policy because in this part of the world, when you buy something, you live with it whether or not the thing suits your needs or even works. Since Ace Hardware Store is from America, I hoped they would have a return policy tailored to benefit their customers. Based on my experience, most American businesses want to make sure their customers are satisfied.

So before I left the Ace store I stopped at the customer service desk to ask about their return policy. The man at the counter asked, "Do you have a problem, sir?" I said, "No, I just want to know if there is a return policy." "Oh, I thought you had a problem," he said. Then he asked me if I had bought anything. I said, "No, not tonight but I'm going to buy some things in the near future." Then he said, "Well, ask me that question next time when you buy something."

I couldn't believe my ears and just left the store in a rage. It hadn't been my intention to complain and I hadn't been upset, but I just wanted information. Not only did he give me that kind of answer but he laughed at me.

I wonder what a customer service officer's job is. Is information only available to paying customers? I like the merchandise they have to offer, but whether I will return to that store is another story.

I believe good manners and good service are the keys to success. Blaming a customer for asking a question without buying anything is against all business principles.

JOHANNES

Jakarta