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Russian consulate: 2nd attempt
Jan. 14th, 2013 02:28 pmJust returned home from a Russian consulate in Munich. I took day off to get there and it is very handy that I do not have to go to work now. I am a bit tired.
The consulate is overwhelmed with visitors. This is a seasonal influx: elderly Russian citizens have to get a paper from a consul, stating that they are still alive to continue receiving a pension.
There was some tensions in the queue. But given the number of employees they have and number of customers they are serving, I think overall they are doing fairly good job.
Here are the complaints I've heard when waiting:
1. Unorganised queue. There were actually many queues. First just outside the gates, second in the court of the consulate, and others inside the building, some were electronic and some live. First 2 queues were managed by a concierge, and most of complaints were coming from those queuing in the first one. The main point was why having this first queue at all, if there is another one in the court, which is big enough to accomodate everyone. The first queue was formed mostly from those who did not have an appointment. The admittance was by appointment only, but there are some exceptions, like elderly who needed that pension thing. I have seen a lady in her 40s who even tried to jump on a concierge to fight the way in, but the concierge was stronger. This must have been entertaining for several Germans who came to get their Russian visas.
2. Payments. Introducing a cashier was tremendous improvement. However, only EC cards are accepted. There are some people (like older folks, tourists or exchange students) who do not have EC card. I have to confess to Finanzamt that I earned 8 euros in cash for paying for strangers with my card. I could have done it for free, but they were very persistent to give me 4 euros each for the service.
3. There was no generic "consular advise" section. It would have helped some elder customers. Also there were some people with very serious and urgent problems, but it was difficult to get attention if you do not have an appointment, and when they get attention, it was not possible to make it discreet: "Young man with a dead infant, please some to window X!"
The consular worker at window 4 (the busiest this time of year) was working in a very fast, efficient and polite manner. He shut down the electronic queueing system, and was managing several queues while processing documents fast and accurately. I have heard an old lady telling another that he is much better than one who worked there before. However I had no problems with last one too. He was only a bit slower, but it is no wonder. The guy who works now has some super-human speed.
Overall, I am satisfied with their service. I am a long time returning customer, and so far I had only positive experience.
Hint: When setting up the appointment at a busy time like now, it is in your best interests to describe all services you need from the consulate. I set an appointment for X, but I would also like to do Y almost certainly would not work.
The consulate is overwhelmed with visitors. This is a seasonal influx: elderly Russian citizens have to get a paper from a consul, stating that they are still alive to continue receiving a pension.
There was some tensions in the queue. But given the number of employees they have and number of customers they are serving, I think overall they are doing fairly good job.
Here are the complaints I've heard when waiting:
1. Unorganised queue. There were actually many queues. First just outside the gates, second in the court of the consulate, and others inside the building, some were electronic and some live. First 2 queues were managed by a concierge, and most of complaints were coming from those queuing in the first one. The main point was why having this first queue at all, if there is another one in the court, which is big enough to accomodate everyone. The first queue was formed mostly from those who did not have an appointment. The admittance was by appointment only, but there are some exceptions, like elderly who needed that pension thing. I have seen a lady in her 40s who even tried to jump on a concierge to fight the way in, but the concierge was stronger. This must have been entertaining for several Germans who came to get their Russian visas.
2. Payments. Introducing a cashier was tremendous improvement. However, only EC cards are accepted. There are some people (like older folks, tourists or exchange students) who do not have EC card. I have to confess to Finanzamt that I earned 8 euros in cash for paying for strangers with my card. I could have done it for free, but they were very persistent to give me 4 euros each for the service.
3. There was no generic "consular advise" section. It would have helped some elder customers. Also there were some people with very serious and urgent problems, but it was difficult to get attention if you do not have an appointment, and when they get attention, it was not possible to make it discreet: "Young man with a dead infant, please some to window X!"
The consular worker at window 4 (the busiest this time of year) was working in a very fast, efficient and polite manner. He shut down the electronic queueing system, and was managing several queues while processing documents fast and accurately. I have heard an old lady telling another that he is much better than one who worked there before. However I had no problems with last one too. He was only a bit slower, but it is no wonder. The guy who works now has some super-human speed.
Overall, I am satisfied with their service. I am a long time returning customer, and so far I had only positive experience.
Hint: When setting up the appointment at a busy time like now, it is in your best interests to describe all services you need from the consulate. I set an appointment for X, but I would also like to do Y almost certainly would not work.
