April 14, 2012
Osmel Almaguer
HAVANA TIMES, April 14 — Yesterday, after showing up to put money in my
cellphone line at one of the offices of ETECSA (Cuba's phone company), I
read a notice posted on the door. Two things caught my attention, or —
better said — two things pissed me off.
The first was the lack of courtesy in the memo, the dry and incisive
style in which the message was drafted, almost commanding, and with such
obvious contempt for the customer.
Instead of being written by a wordsmith of public relations, it was more
like one of those unreasonable and fretful harangues that butchers pitch
to people here when they are selling them their pound of chicken.
The second thing that irked me was that the content was so confusing.
This feature was further reinforced by the complicated nature of the
measures announced, which instead of giving guidance and being helpful,
made it seem more like a hoax than a company notice.
The subject matter had to do with guarantees and post-sale services for
cell phones – or something like that, because I really didn't understand
it very well. They were announcing the charge of 5 CUCs (about $6 USD)
for unlocking or software repair, alerting us that if in the future they
couldn't repair or unblock the phone, the amount charged wouldn't be
returned.
Please, keep in mind that we're talking about Cuba – where 5 CUCs (or
125 pesos) is about half of the minimum monthly wage.
For other types of repairs they were going to ask for 2 CUCs in advance,
and 3 CUCs more if they are able to repair the phone, and of course they
were going to add to all this the cost of any part(s) that might need
replacement.
As I read down, they announced that "unlocking service is free of
charge," though up above they said it would cost 5 CUCs, while further
below they said "for all phones, 5 CUCs must be paid for labor costs."
Why do we always run into this confusion and arbitrariness in doing
business and trying to make a living?
To people who write these and other complacent announcements: FOR YOUR
INFORMATION the times of slavery are over. Customers, even in a
socialist society, have to be treated well.
Even if your company doesn't have any competition, people are going to
leave angry. And then, in this society that you yourself have helped
trash, your life and those of your family members are going to become
increasingly difficult.
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