Coincidentally, Delta emailed Teresa an apology the same day we posted her complaint that the airline threatened to cancel its flight if enough passengers didn’t take its offer to bump them to a later flight. This after Delta had changed her itinerary without notice. [More]
Terry, who was annoyed that the Disney Store refused to sell his family less than $10 worth of stuff without ID, has sent an update. [More]
Last month, New York City’s NY1 news channel produced a news segment on the woman who was arrested for paying with AMEX gift cards at a Best Buy. If you read our earlier post with Ilona’s email, you already know most of the basics, but you can see the problematic gift cards and hear Ilona describe the experience in her own words. It turns out that after she was released, she went back to Best Buy for either a refund or the DVD player, but had to leave without either one–she was told she’d have to contact American Express to resolve the problem. [More]
When Campbell changed his phone number with Sprint earlier this year, the company immediately assigned his old number to a new customer. They also gave that customer full access to Campbell’s account.
Last week, Daynah wrote about how she was forced to stop writing anything down during a recent shopping trip to the cosmetics store Ulta. At the time, Daynah grudgingly gave in because she really wanted to make a purchase (she tests products for consumers). But once she left the store, she took the fight back to Ulta.
Peter was pretty frustrated when Payless Shoesource ignored his two opt-out texts and continued to pester him with SMS spam. His complained via email and got taken off their list, but then he decided to see if he could get back the money those texts cost him.
Want to see a bunch of corporate executives apologizing? Thanks to the magical internet, now you can!
A post on Amazon’s Kindle support forum yesterday says the company is sending out emails with offers of $30 to customers who had their George Orwell purchases erased from their devices earlier this summer.
If other companies were smart, and they mostly aren’t, they would adopt Netflix’s strategy of having periodic outages then apologizing and offering credits without their customers having to do anything. Whenever this happens (as it apparently did on August 30) we get a flood of delighted emails from their customers, many of whom didn’t even notice the outage in the first place.
Last week, Swiss company SIGG splashed a bunch of ice water in the faces of consumers who go out of their way to avoid products containing bisphenol-A (BPA). The company announced that the linings formerly used in their aluminum bottles did, in fact, contain the controversial substance.
Jen, who was left stranded in another city recently when her Zipcar lost its zip, managed to get through to the New York area general manager for Zipcar this morning:
Everyone knows that the “personal touch” of using your name in an email, printed letter, or CSR call is powered by a database and a computer, and not really personal at all. Still, when a company gets it wrong it can be annoying. When a company gets it wrong, then apologizes by sending a follow-up message that makes you smile, all can be forgiven.
We have also shared with all of our pharmacy departments that this is an unacceptable practice and should not be repeated. At Sam’s Club we always have the health and welfare of our customers and members in mind with everything we do and we deeply regret that this incident occurred.
It’s strange, the way some customer/CSR encounters go so well when others seem headed for failure before the first sentence is finished. When Nix called to complain about being mistakenly sent a $100 gift card offer that she can’t take advantage of, the Verizon rep on the other end not only addressed the real issues, but later sent a $50 gift card to Nix as a goodwill gesture.