Service With a Sneer

Capitec has not the faintest idea of the meaning of that mysterious word, 'service'.

I have had several interesting experiences with Capitec.  This may well count as the most fascinating. I bought a voucher on their banking app that turned out to be invalid.  I called the Capitic customer care line, and that was when the fun began, proving that those two 'c' words are not in the organization's lexicon. 

 I should have known, from the very first response, that this was going to be a dizzy merry-go-round ride.

"The voucher vendor is not Capitec, sir. They are a separate business."

A quick Pontious Pilate like washing of the hands. 

It got better. Capitec's answering service Is like a maze with no beginning and no end. I had a wonderful array of meaningless  choices. One of them ('Press 4 for questions about an existing enquiry')  always resulted in the call terminating rather abruptly. 

I went from the useless answering service to an even more useless (if such is  possible)  Whatsapp service.

It didn't matter what choice I made.I always landed up with someone who would tell me that I was at the wrong department and then transfer me. This resulted in my telling the same dreary story about fifty times.

Promises to call back were never kept. It was like dealing with the ANC. It took about three weeks to resolve a problem that any business worthy of the name would have been keen to resolve immediately, as it lay at their door, regardless of who the voucher vendor was.  In South Africa, the buck never stops. Urgency or a sense of responsibility are clearly beyond most of our businesses. As in our political milieu.

Had Capitec brought together their best minds in order to devise ways to completely frustrate the customer,  they could not have done better. And this is our number one bank?

The SABC, of course, never misses a promising opportunity to disappoint or stuff up royally. They confidently announced that the Currie Cup final would be shown at four p m.  What was actually on at the promised time was the worst movie I have ever had the misfortune to see. I pressed the 'information' button on the remote. The result told me that I was insane and yes, it was indeed the Currie Cup final that I was mistaking for an exquisitely bad movie.

So nobody monitors? Just flick the switch and go on to more interesting things than the job? This was not the first time. One of the few series I could stomach  on SABC was JAG. One day, no warning given, JAG was not on  at the allotted time.  The series was back the  next week but a previous episode  repeated. It seems to me that nobody at the SABC monitors what is actually happening? That would also explain the many misspelt and grammatically incorrect captions that often lie unmolested at the bottom of the screen.

There is a home for senior citizens in the city, with a wonderful set of value statements  right at the entrance. Here's what I have observed. The staff are, like many of our politicians, pretty much invisible most of the time. They can barely greet and seem to be at pains to avoid the people they serve. At a meeting that I missed, one of them had a physical altercation with a resident and received a resounding klap for his troubles.  The resident was evicted. Another resident told me that a few days later, the klapped one called him an Instigator  and commented that he would be the next to be evicted. Why instigator  I asked. Because he had asked  a question not to the gentleman's liking. What? Is this communist China? Guys this is not Game of Thrones and you are not  untouchable royalty. Thus far, I have seen little evidence of those wonderful values actually being lived out. Perhaps I'm being overly cynical and critical but this looks much more to me like a Home Affairs type setup. 

"Don't disturb me. Let me do my paperwork, have my tea and collect my pay."

Of course, let's not forget that our government has led the way in living out culture and values. It's noteworthy how many organizations are faithful in emulating them. Some lessons that many South African organizations have learned from government are:

1. Appoint the most ill-suited  people you can find. If they have no stomach or aptitude for the responsibilities, so much the better. it's about paycheck, not  contribution 

2. Have no supervision or leadership worthy of the name

3. Make sure that there are no consequences for poor or non-performance (except salary, of course).

4. Show total disrespect for the people you are supposed to serve. Give them the great South African service finger.

South Africa is now indeed a wanker's paradise.

And genuine service that requires a soul? Come now, you're not really asking that, are you?

Tips for the blogger gratefully accepted 

Capitec Bank, South Africa  

1378565477

O Tichmann 

+27 833970723