Quality of customer service in Colombia

Dont even dream of getting a refund on anything once you pay your money

Except Avianca if you buy the right ticket. They follow IATTA rules.

@nico peligro

Well, to be fair, there are a few exceptions, like Homecenter and a few other big-box stores. I assume that they HAVE to accept refunds (within reason/restriction) for some reason that (I am willing to bet 50U$D) has NOTHING to do with good PR nor customer satisfaction/retention. For example, like you mentioned, Airlines... they have to follow IATTA rules. If they didn't have to do so, I think they would NOT be giving any refunds.

But yeah, other than airlines and a few big box stores... once you pay money for a good or service in Colombia, even if the good or service is broken, bad, or whatever - even if it's THEIR FAULT - you will NOT get your money back, nor will you get an apology (this is NOT a part of their culture, especially when dealing with foreigners).

It's a zero-accountability, victim-blaming society, so they'll instead find a way to blame YOU - or someone else - for the problem. Hey hit you with that classic "Que pena por ti" 🤷🏾‍♂️ (I think I said that right)

Summary: Colombian businesses, vendors, and service providers don't believe in customer relationships nor customer retention... At least not in the way that us foreigners are accustomed to.

BTW, I was told that this is pretty "normal" in most of Latin America, outside the big, foreigner-heavy cities like Bogota, Medellin, Lima (Peru), Mexico City, Asuncion and Buenos Aires.

@Cheryl

Short answer:

Customer Service isn't "a thing" in Colombia.

Long answer:

Colombian businesses, vendors, and service providers don't believe in customer relationships nor customer retention... At least not in the way that us foreigners are accustomed to or expect.

At most places of business, the staff do the bare minimum, and they try very hard to avoid doing their jobs whenever possible. And yes, foreigners do get treated differently than locals.

In order to get "the best service" in Colombia, one has to smile, beg, apologize (even if it was the fault of the business), speak Spanish at their level, shuck and jive, and basically pretend that it was OUR fault that THEY screwed up. Even if WE ARE THE ONES WHO PAID THE MONEY for the good or service.

I wish I were kidding about this 😠

I was given this "strategy" by 2 separate Colombians... one in 💩Barranquilla💩 and one here in Cali where I live now. They said that this is how THEY (Colombians) get stuff done and get some semblance of customer service. I have never tried this dehumanizing, insulting, dick-riding strategy... and I have no plans to try it. I plan to just keep my money to myself, spending only on the BARE necessities (mostly consumables), keeping things tightly transactional (just the way most Colombians like things kept), and avoiding any purchases that MIGHT require a return/refund (though I have successfully done EXCHANGES before). Basically, there's no need to keep supporting the economy of a country that does NOT want us within their borders, but merely tolerates our presence for sake of our money.

PS: I am 99.99% sure things are different in places like El Poblado neighborhood of Medellin, the Gentrification Capital of Colombia, where prices are so high, you may as well be back in the USA. That's the only area that I can think of where shoppers/clients can get good customer service... because they are paying USA prices 🤷🏾‍♂️

@ChineduOpara

I could tell you stories.

There are consumer protection rules in Colombia, but you have to go through hoops sometimes to enforce them ( i.e  tutelas etc)

If its a small amount, less than 500 k  pesos, not worth the effort, which is what the vendors are hoping for..that you just give up.

For major purchases, I use my Canadian credit card, even though it charges 2.5% extra.

Then, if they are obstructing a refund, my cc company will back charge them the payment and they have to prove they werent negligent, which they never try to do.

This has worked for me several times.

I have 1 year after initial purchase to.make the claim.

I have used this for disputes outside of Colombia as well.

@ChineduOpara I could tell you stories.There are consumer protection rules in Colombia, but you have to go through hoops sometimes to enforce them ( i.e tutelas etc)If its a small amount, less than 500 k pesos, not worth the effort, which is what the vendors are hoping for..that you just give up.For major purchases, I use my Canadian credit card, even though it charges 2.5% extra.Then, if they are obstructing a refund, my cc company will back charge them the payment and they have to prove they werent negligent, which they never try to do.This has worked for me several times.I have 1 year after initial purchase to.make the claim.I have used this for disputes outside of Colombia as well. - @nico peligro

Oh yes for sure they are counting on foreigners giving up on pursuing refunds or actual customer service. And I am sure many do (I know I have done that... at least during the first year... now I do my best to chase down every single peso that's due to me, and I've had success a few times). I do my best to show them that I'm not an easy target.

Regarding the chargebacks... yes that's a good approach that frankly I have not been taking advantage of (because I've not yet had the need, I don't think). But yeah in my last few months in this country I'll likely switch to using one of my international credit cards IF - big IF - I need to make any big purchases before I leave (highly unlikely though).

Going back to the enforcement of consumer protections in Colombia... I have a feeling that it only really works in Bogota and Medellin. I also have a feeling - again, based only on anecdotes, observations, and "vibes" - that if the government tried to enforce those laws (and many MANY other public-friendly laws in Colombia) and said enforcement happens to negatively affect any special interests like Colombian elites, corporate oligarchs, drug cartels, etc., those special interests would shut that shit down. And likely not with long drawn-out lawsuits, but with underage Sicarios and extreme prejudice, if you catch my meaning. After all, politicians and law enforcement also have vulnerable family members.