Tag Archives: Customer Service

Be careful what you click for…

Step number 59,248 in becoming a proper German is getting yourself a .de email address. Having noticed that a lot of Germans email me from a web.de account, that’s what I decided to go for. There are two things you assume when you sign up for an email account called FreeMail:

  1. You get an email account;
  2. It is free.

I like free.

Register free!
(image taken from giga.de)

You can imagine my surprise when, a month or so later, I received an invoice (Rechnung) from web.de for around €15. Assuming (clearly very dangerous in Germany) that it was a mistake, or possibly some optional extra that I was under no obligation to pay, I deleted it. A few days later, I received another one. About a week later, I got another one and, shock horror, the amount had gone up. It seemed they were serious about this payment malarkey.

Finding it hard to believe that every German with a .de account is paying for it, I emailed my old German teacher to ask if she was paying for hers:

What!? No, I don’t pay. Maybe you accidentally agreed to open up an account where you have to pay. They could have inserted some button that you can hardly see and pressed accidentally.
I heard a similar story from a friend. You should call and complain and tell them it wasn’t your intention to open up this account.
Crap. The one thing I dislike more than making phone calls in English is making phone calls in German. I decided to take the coward’s way out and, instead, replied to the email I had received and sent another message through the Customer Service page – not easy to find. I got a confirmation that they’d received my query and waited. When, after two days, I had got no reply, I knew I’d have to bite the bullet and call. Crap. (Again.)
The telephone number is buried somewhere in the site – I guess they hope that you’ll just give up and stump up whatever it is they’re asking for.
Did you think I’d lay down and die? Oh no, not I!
They hadn’t bet on the intrepidity of Frau von Grady, however. I trawled every inch of that blasted site and eventually found what I was looking for. The first victory. Amazingly, the automated system recognised my nervous muttering of my contract number – when had I signed up for a contract? – and I was put through to an actual person.
I explained the reason for my call.
Herr Helpful: Ah yes, I see that you’ve sent us two emails about this. 
Me: (Grrr.) Why, yes, yes I have. Aaaaaaanyway, I didn’t sign up for a contract, I don’t understand why I’m getting invoices and I don’t want membership to anything. I just want the FreeMail account that I registered for. 
Herr Helpful: I see. Let me just check… (tap, tap, tap)… yes, it seems that on the (insert random date) at (insert random time), you clicked on a button that activated your premium account. 
Now, because of the way web.de is set up, with things moving around the pages, pop-up ads and various buttons that appear randomly, this is actually very possible. However, as I hadn’t handed over any bank details, given a credit card number or even double-clicked to confirm, I hadn’t given it a second thought.
Me: Well, that was a mistake. I didn’t mean to click anything. All I want is the FreeMail account. 
Herr Helpful: OK, I understand. I’m cancelling your “contract” now. You won’t receive any more invoices from us. 
Me: Great, thanks. But do I have to pay the previous invoices? 
Herr Helpful: No, you don’t have to pay anything. 
Me: (Phew.) Fantastic. WAIT! Can you please send me that in writing? (Because Germany…) 
Herr Helpful: Yes, of course. You will get an email shortly. 
As I sat clicking refresh and waiting for the confirmation, I contemplated how much entertainment value the staff at web.de would get out of my “recorded for quality purposes” German over the next 90 days. The email arrived. It was over.
Yeah, right. This is Germany. The following week, I received a “Mahnung” in my inbox. This is like a final demand before things get nasty. The next day, there was one in my letterbox.
Me: What’s “on the warpath” in German? 
Manfredas: Auf dem Kriegspfad. Why?
Me: Because I’m on it. It all started a month or so ago. (Approximately four hours pass…) 
Manfredas: (Snore.)
Unwilling to waste another second of my life on the web.de automated telephone system, I decided to go down the email route again. Two extremely harsh, most likely very rude and, even more likely, in hilarious German, emails were despatched.
On day three, I received a very apologetic email saying that there had been a mistake in the system, that everything was now resolved and that I wouldn’t receive any more invoices or demands. This time I didn’t bother with a reply.
A couple of days later, I received an email asking me to rate the customer service at web.de.
I printed it out and used it to wipe my Arsch. Maybe I should send it back to them after all – if I can find their postal address…
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Forest Chump (Part One)

Every New Year’s, for as long as I can remember, has been pretty much the same. Different faces, different cities, sure, but the usual partying til the wee hours and then feeling like shite for the next three days. This year, however, I came up with the rather loony idea that if I start 2016 off in a slightly different way, maybe it will be a different sort of year…

This was when I decided to do something a bit Latvian odd, and booked myself a room in a hotel in the middle of a forest in Northern Germany.

As an afterthought, I sent my German friend, Simone, a message:

Me: What are the chances of me being eaten by wolves in a forest in Northern Germany?

(No reply)

Me: Or bears?

Simone: Zero to miniscule.

Me: Oh, OK, good. Just thought I’d check…

And so, armed with my deep knowledge of wildlife, forests, survival skills and all things “nature”, I boarded a bus for Lübeck. I figured I’d be seeing enough trees when I got there so I slept for most of the four-hour journey.

20151230_122915
Welcome to Lübeck!

I was ravenous by the time the bus pulled into the station, so I took a couple of half-hearted photos but was really on the hunt for food. After wolfing (haha) down a sandwich and a cup of tea, I was feeling more human and ready to check out the delights Lübeck has to offer.

As with most German cities, it’s ridiculously pretty and well-maintained. If only all of its residents could get with the programme…

Well, it IS closer to the Baltics...
Well, it IS closer to the Baltics…

The promised blue skies didn’t materialise and it was bloody cold but I wandered around taking in the sights anyway. I was rewarded with what every woman is looking for – a horny little devil…

I'm horny, horny, horny, horny...
I’m horny, horny, horny, horny…

And this one wasn’t all mouth and no trousers either. No, he had a great back story. It seems that when the first stones of St. Mary’s Church were being laid, the devil thought that it was going to be a wine bar, so he enthusiastically joined in with the building project. (Can’t say I blame him.)

But one day, the devil realised what the building was actually going to be and flew into a rage. (Can’t say I blame him there, either.) He picked up a huge boulder and was about to smash the place to pieces when one daring local told him to leave it alone; they’d build him a wine bar across the street instead. The devil was very happy with this so he dropped the boulder and has been sitting there happily ever since. I don’t know if he ever made it to the wine bar…

As I was half-frozen at this stage, I decided a far quicker way to see the sights would be to go up to the viewing tower at St. Peter’s Church and kill all the birds with one stone. (In a figurative sense. I love wildlife.)

Niederegger
The best marzipan in the world

Thankfully, with all of the other tourists crammed into Niederegger Marzipan Café, I made it to the top in no time. It was COLD.

My new look. I call it "The Trump".
My new look. I call it “The Trump”.

For some reason, being truly frozen for a short time instead of gradually frozen over a longer period of time made sense to me. The views were pretty spectacular as well.

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After a quick glass of wine at a cute little bar, I got on what I hoped was the right bus. It was already dark when I got off at what I hoped was the right stop.

Yep, looks about right.
Yep, looks about right.

I tripped over a twig 2.5 seconds after getting off the bus and thought, “YES!! This the rustic, outdoorsy, solitary existence I was looking for!” Then, thankfully, I found the hotel because it was a little scary out there, all alone in the dark…

Adorable, no?
Adorable, no?

The hotel has been in the Grotkopp (yes, that is their real name) family’s hands for generations, and Mrs Grotkopp greeted me like I was her long-lost grand-daughter. There was hand-holding and chuckling, chatting about the weather and my Trump “do”, and I wondered what I’d done to deserve such royal treatment. Then I remembered. She’s German. They’re nice.

It was quite possibly the quickest check-in I’ve ever experienced. I was given my key card, told where to go, and that was it. My room was cosy and well-equipped, had working wifi, typical German beds and no poo shelf. Perfect.

Still funny :)
Still funny 

After spending a few minutes scrolling through the usual dreck everyone posts on Facebook around New Year’s, I decided I’d earned a nap. In trying to find the switch on the bedside lamp, I accidentally touched the base of it. Like magic, it came on.

Me: Ooh.

So I touched it again. It got brighter.

Me: Ooooh.

So I touched it again. It got brighter still.

Me: OoohOooh…

Clearly I should not be left on my own for extended periods of time.
Clearly I should not be left on my own for extended periods of time.

After a very satisfying snooze, it was time to go hunting and foraging for food. But luckily, this is Germany and therefore civilised, so there was an inviting little Italian place down the road.

20151230_205530

As usual, I was the last to leave, so the Italian owner came over for a chat at the end of the night. He didn’t speak a word of English but we still managed to have a fine old chinwag about the breakdown of society and how nobody had the staying power to really make a relationship work these days. Incidentally, he was on wife number three, a Ukrainian, with three kids in total, one from each wife. People never cease to amuse me…

And what better way to start the New Year than on a cliff-hanger. Stay tuned for part two – there will be trees, oh yes, there will be trees. BUT spoiler alert: I lived.

Happy New Year everyone!