La FNAC, viens prendre ton bonnet d’âne du SAV

En novembre 2015, j’ai fait l’erreur d’acheter le dernier Google Nexus 5X qui venait de sortir sur le site de la FNAC au lieu de le commander sur le Play Store, pour profiter du retrait en magasin dans les jours à venir au lieu d’attendre l’importation des US qui allait durer plus longtemps… jusque là j’étais plutôt content… mais maintenant que le téléphone a un problème et ne s’allume plus (ça peut arriver, pas de soucis de ce côté là), je me rends compte de l’importance que peut avoir un SAV au moment de l’achat…

Eh oui, on est en 2016 et vous savez quoi ? Les entreprises qui se foutent du “service client” existent encore et la FNAC en est une! Ils ont un pseudo-monopole et ils se permettent donc de négliger l’après-vente. Ils vendent et après y’a plus personne, en cas de problème, c’est l’enfer.

A titre de comparaison et pour mieux comprendre le retard de service qu’ils ont, voilà le SAV Google vs le SAV Fnac concernant la prise en charge, le prêt, le niveau d’information etc. pour un Nexus 5X.

Fnac Google
Prise en charge NON, à ramener en magasin OUI, retrait à domicile gratuit
Test(s) NON, emballage, feuille à signer, au revoir OUI, plusieurs tests/manipulations par téléphone
Prêt de matériel NON, “ah nan désolé, on n’a pas” OUI, prêt téléphone identique au moment du retrait de l’appareil défectueux
Feedback/Statut NON, après 15 jours, toujours aucune nouvelle JE NE SAIS PAS

En gros :

  • Délai interminable
  • Prêt de matériel ? Connais pas
  • Des infos sur le statut de la réparation ? On s’en fout il a déjà payé
  • etc.


Avant de faire cet article, j’ai remonté mon mécontentement et le mauvais service après-vente de leur enseigne mais aucune nouvelle de leur part. Ils ont autre chose à faire.

Et quand je vois le nombre de gens frustrés par un tel service après-vente, je me dis qu’il y a réellement un problème…

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