Customer First at Belisol?!

I received an email from Belisol today and I couldn’t believe what I was reading. A few months ago (in April or so) I was looking for solutions like sunscreens for my children’s bedrooms. These rooms have windows directed to the south and there’s only a curtain to block the sun which obviously is not the best solutions during hot summer days. Belisol is a company in Belgium that sells sunscreens so I wanted to find out what that would cost. Just like on many other customer unfriendly websites, there’s only one way to get in touch for this and that is to fill in a form. No telephone numbers or anything, just the form. So I filled in this form. By doing so you have to provide all kinds of data that is only of use for the company like ‘how did you get to know Belisol?’ but by then again, if they help me out I don’t have too much of a problem with that.

So what happens? Nothing at all. A week, a month, 2 months pass and until today I didn’t receive the quote I asked for. That obviously upsets me and at a certain point in time I was even wondering that the reason for that maybe is the fact that it’s not a really big job. In the form you have to fill in the number of windows etc you want a solution for so maybe there wasn’t enough business for them in my request. Anyway, they aren’t the only solution out there and we just looked further for other solutions. Luckily also the summer in Belgium was crap so we didn’t really need it this year. The search is still on by the way :)

And then today in my inbox: “jobs at Belisol”! Are they kidding me? I’m so totally fed up with companies that deal with personal data this way. Basically they figured out how to store my information, how to do some research on their most efficient promotion channels, … but actually providing me with the information I need is too much too ask. And then they start spamming me?! As I said, I couldn’t believe what I saw. Sigh. It shows again that we have to stop blaming the technology as the technolgy works most of the time, it’s our attitude that needs a fix.

Update: Some might have noticed that I’ve deleted a few comments on this post. Initially someone working at Belisol shop contacted me saying that it would never have happened at their outlet. Today this person requested these comments to be taken away. After some thought, I decided to follow the request and canceled the comments made here. There are 2 reasons why I decided to do so:

  1. The person that made the comments did track the Belisol brand (unlike their HQ) and did come back to me on the issue I talked about for which she might get into trouble, which is the last thing I want
  2. Although I agree that this person could have been smarter in the comment itself (saying they each operate separately), being asked to delete it sort of proves my point about that it still is one brand umbrella so that I don’t really care as a consumer if they did operate as separate businesses or not

Anyway, in the end, we’re 2 months after I wrote this and many more months after trying to get in touch with Belisol and I didn’t get what I asked (no need to bother anymore by the way), so still pretty ‘customer last’ if you ask me.

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