1/5 Alan K. 2 years ago on Google
To
cut
to
the
end,
the
company
finally
agreed
to
abide
by
its
commitment
to
provide
a
PCR
test
at
our
location
in
Israel
as
they
had
committed
to
do
when
we
paid
the
$338
fee.
However,
this
followed
one
of
the
worst
customer
service
experiences,
even
by
Israel’s
abysmal
and
notoriously
awful
standards
we
have
ever
experienced
as
they
initially
attempted
to
renege
on
their
service
to
provide
the
test
at
the
location
where
we
were
staying.
We
ordered
our
pre-flight
PCR
test
at
our
location
on
a
kibbutz
near
Sderot
using
Tourist
Israel’s
advertised
“Door
to
Door
PCR
Covid
Test
(PCR
Test)
in
Tel
Aviv,
Jerusalem,
and
across
Israel”
service
available
throughout
Israel
available
in
“all
cities
and
locations
in
Israel
including
Tel
Aviv,
Jerusalem,
Haifa,
Herzliya,
and
Beer
Sheva”
and,
at
the
time
we
ordered
service,
specifically
including
the
area
around
Sderot.
The
receipt
for
our
application
and
payment
through
the
website
specified
that
they
would
provide
the
service
“from
Southern
Israel,
Ashdod,
Beer
Sheva
&
surrounding”
which
included
our
location
near
the
town
of
Sderot
which
was
then
also
named
on
their
website
(now
apparently
removed).
As
a
result,
perhaps,
of
our
experience,
they
may
be
more
specific
about
the
actual
locations
they
are
willing
to
serve.
We
entered
the
name
of
the
kibbutz,
it
was
accepted,
and
we
were
immediately
charged
$338
and
the
date
and
time
for
their
tester
to
come
to
our
door
was
approved.
At
about
mid-day
the
day
before
the
test
date
while
we
were
at
lunch
in
a
restaurant
we
received
a
call
from
a
young
woman
calle
Noa
representing
the
company
who
insisted
on
calling
me
by
a
name
not
my
own
and
were
told
that
they
would
not
provide
the
test
at
our
location
and
we
would
have
to
go
to
Beersheva
or
Tel
Aviv
for
the
test.
When
I
pointed
out
that
the
company
promised
to
provide
“door
to
door”
service,
had
accepted
our
order
and
charged
us
for
it
Noa
began
arguing
that
“door
to
door”
do
not
really
mean
“door
to
door”
only
that
they
would
provide
service
in
certain
towns
in
Israel,
they
never
actually
read
the
application
for
service
until
a
day
before
it
was
due,
and
I
should
read
their
“contract”,
which,
needless
to
say,
we
had
never
received
and
very
likely
does
not
even
exist,
in
order
to
understand
what
“door
to
door”
really
meant.
Since
we
did
not
have
a
“door”
anywhere
except
at
the
kibbutz,
we
rapidly
reached
an
impasse
and
began
trying
to
agree
on
a
coffee
shop
in
Beersheva
that
could
serve
as
our
“door”.
I
began
using
texts
on
WhatsApp
to
maintain
a
record
of
our
interaction
since
Noa's
view
of
the
company’s
obligation
to
provide
the
service
appeared
to
be
extremely
flexible,
and
her
knowledge
of
Israeli
geography
extremely
limited.
Eventually
she
promised
to
see
if
they
could
arrange
a
test
at
our
“door”
and
would
get
back
to
me
“soon”,
which
she
did
not.
At
4:00
pm
I
called,
and
again
was
told
she
would
soon
get
back
to
us,
which
she
did
not.
Meanwhile
we
were
concerned
we
would
not
have
test
results
in
time
for
our
flight
and
started
figuring
out
how
to
get
tested
in
time
for
our
flight
if
we
had
to
go
somewhere
else.
We
began
making
plans
to
travel
up
to
BG
airport
to
be
tested.
By
5:00
pm
with
no
response,
I
called
the
company
again
and
left
a
message
asking
what
was
happening.
Finally
a
new
representative,
Nitzan,
called
(perhaps
a
more
senior
staffer
who
had
been
asked
to
deal
with
these
troublesome
tourists)
and
agreed
to
have
the
test
done
at
our
“door”
–
i.e.,
where
we
were
staying
as
they
had
promised
to
do.
The
next
morning
a
tester
arrived
at
the
kibbutz
at
6:00
am,
and
by
6:00
pm
that
evening
we
had
our
test
result
and
could
be
sure
we
would
be
able
to
board
our
flight.
The
moral
of
the
story
is
to
not
rely
on
their
website
for
information
but
call
the
company
to
ensure
that
they
can
or
will
actually
provide
the
service
they
are
pleased
to
charge
you
for
at
the
location
you
request,
take
names,
and,
even
better,
as
we
did,
text
them
for
confirmation
so
that
you
have
a
written
record
of
your
interactions
with
them.
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