Re: listing N° T-K499722 Bicknell peter
Overall the service should be rated 5 stars, but it went badly down hill in the last 100 yards.I would also stress that the loss of star is NOT related to your people, they are excellent. Rather, the system needs tweaking.
Initially I dealt with Julia, she was patient, polite and well organised.
As my timetable is tight, she agreed we could extend the collection time until end of October. That was a little over 2 months after loss.
Julia also explained the collection system - I need to make an appointment, with date and time so my item would be ready for me. Which I did.
We arrived at the appointed time - well, a little late as our AF flight was (again) delayed.
After a ten or so minute wait, the gentleman informed me, my device was lost.
This turned out to be a slight "Lost in translation" as it was later clarified by Stephanie that they could not find it at that time. Apparently the staff member responsible was ill and no one knew what they had done with it. It was suggested we give them time to search, maybe come back another day. This wasn't convenient as I had really only flown to Paris to collect the device.
Enter Natalie who clarified that as it was a long delay since loss, the item had been sent to city storage. She promised to call them and find out more. We left to find something to eat. By this time we had already invested 2 + hours.
A short time later, Natalie called to say she had located the item, it was on its way back. We returned to her office and after a while - the phone was delivered.
I think the muddle in the middle re the phone's actual location was partially due to slight panic and breakdown of staff communication. However, I still rate them 100%.
However, the system failed them.
Given that I was required to state a time and day, and that it was almost 3 weeks in advance, surely there needs to be a process from the time I registered my pick up time where the item should have been located, returned to the pick up point so when I arrived at the counter, said gent should have had it on his desk waiting for me. It seems no action was taken until I fronted at the counter - with disastrous consequences.
The debacle that arose over my phone should never have happened and it is grossly unfair on the front line people who have to deal with frustrated, tired, angry customers ( I wasn't angry.) Under the circumstances, they did well, especially Natalie - I wish she could have still been there when we came back to collect the phone - I wanted to thank her in person and offer to buy her dinner.
Perhaps on my next trip to Paris.
Datum der Erfahrung: 27.10.2025
