Customer Service in Israel

It's almost a national joke. Everyone complains about customer service in Israel - mainly that all too often, it seems that there isn't any. I recently wrote about the Jerusalem Post (still unresolved) and others on an email group list joined in with their complaints about government agencies, health funds, telephone, etc.

And I wrote this response and decided I liked it enough to post it here:

Customer service - it differs from company to company, day to day, industry to industry. I walked into a small store years ago in the middle of Jerusalem to try clothes on with my daughter. We were there longer than we expected. She was in the dressing room...the meter was running out. I didn't know what to do...bombs were exploding, you see - in Jerusalem and elsewhere almost every day. What would I do if my daughter and I were separated...stupid, right? Should I leave her? Should I just get the darn ticket?

I looked at the storekeeper; I need to put money in the meter, I explained. This is a man who had seen it all...so many times...he understood immediately. Go, he told me. I'll keep her inside here. Don't worry.

I ran to the car listening for an explosion; threw in my change listening for an explosion and ran almost the whole way back - listening for an explosion. Is that customer service? I don't know...but that is so much Israel.

I made an appointment with an event planner at the Kotel last January to guide us through my youngest son's bar mitzvah. We finalized the time in the morning - a busy morning when there would be dozens of bar mitzvahs because it was a Thursday...the week when many American yeshivot have off and their parents come here with their bar mitzvah-age children. But then Israel went to war...my oldest son was called down to Gaza and everything started going crazy. I had to deal with a bar mitzvah...who could think about that in the midst of everything else?

The organization called me up wanting to confirm 8:15 a.m on Thursday morning. I started to cry. My son is near Gaza, I explained. He might be able to come home. The war should end...maybe...but if they don't let him come home before, maybe they'll give him a few hours, but there's no way he could get to the Kotel by bus in time...I might be able to drive down there and bring him back for a few hours...but I don't know if I can get there and back before 8:15 a.m. Traffic...I don't know. And the woman said - go...and don't worry. And when you get there - whatever time, we'll do this. Is that customer service? I don't know...but that is so Israel.

I would put these two events above all the Bezeks and Jerusalem Posts and Kupat Holim stories.

To me, it all boils down to one issue - I'd take the worst customer service in Israel...just to have the joy of living here. I'll fight Jerusalem Post (who has now confirmed that we canceled in February but hasn't confirmed they are returning our money). I'll fight kupat holim or Bezeq. Sometimes, I'll win...sometimes I'll lose.

And when I lose - I'll think of the storekeeper and the event planner because really, what they gave me is worth more than whatever money other companies may succeed in cheating me out of along the way.

Haiti and Israel

In 1947, the fate of the future state of Israel teetered precariously. It was thought to come down to three votes...one was Haiti. The nation of Haiti voted for the Partition Plan - a call for the establishment of a nation for the Arab population...and the re-establishment of a nation for the Jewish population that had been sent into exile and had, in recent years, rejoined the remnants of the small Jewish community that had never left.

Israel was created in May, 1948 to the joy of Jews around the world, and the seemingly ever-lasting hatred of the Arabs. Israel and Haiti established full diplomatic relations, but beyond that, we are worlds apart in many ways.

A devastating earthquake shattered heavily populated areas of Haiti just days ago. Israel immediately began preparations to do what it has done repeatedly - in Kenya, Turkey, Indonesia and elsewhere. Teams of doctors have left Israel to set up a field hospital and care for the wounded; our Homefront Command has already sent a delegation to help in the search and rescue.


And on the side, another effort, quiet and modest, is taking place. We are searching for our own. How many Israelis are missing; how many Jews. Immediately but quietly - aware of the massive devastation, we learn there are were 8 Israelis missing - all have now been located safely. This hasn't stopped the amazing effort to help others...it just quiets a small place in our hearts as we once again turn to help others.

Other Readers Join in Reporting on Jerusalem Post Subscriber Abuses

The names have been hidden, but following are emails and comments we are receiving regarding other such customer abuses:

They are truly awful at the J. Post. I had a similar incident where they tried to force me to continue daily delivery - "we can't cancel your subscription, it's a special price.." nonsense. Calling, of course, only gets you put on hold for 15 minutes and the person you want is never available. It was only after I sent a fax that someone called, and sort of apologized. I would tell them in writing that you intend to contact the Israeli Consumers or one of the TV shows. It might help. BTW, I'm told that they treat their employees badly as well.  -- writes M

This is nothing new.  -- writes R

The International Herald Tribune did the same thing to me and when I discovered it I called them that practically called me a liar so I told them that I thought they were thieves. It seems to me this is common practice in Israel as far as the English speaking papers. --  writes L

Twitter Comments:

The Jerusalem Post is notorious & horrible. I'm sure you've heard the horror stories.

Take 'em to small claims court!

If you had a similar experience with the Jerusalem Post, please post a comment here.