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.
Thousands of disappointed Phish fans are crying right now because Ticketmaster accidentally sold “a significant number” of 4-day passes to the upcoming show at Red Rocks — then canceled them. Phish fan and Consumerist reader Trevor has the scoop:
We’ve made it pretty clear that we don’t condone Latreasa Goodman’s attempt to use 911 to report a McNugget Emergency, but in all fairness to Goodman, she was being shafted by the lying, uncooperative McDonald’s employee who said “all sales final” and refused to refund her money. McDonald’s has released a statement where they own up to their role in escalating things in the first place, and they’re sending her a free meal gift card as well as the refund she originally requested. Now she can enjoy a complimentary lunch on the day she goes to plead “no contest” to the judge for abuse of 911.
Mitch wrote to us last week to complain that he was sent a used guitar instead of the new one he ordered. Musician’s Friend and/or Guitar Center (they’re related) followed up with Mitch and corrected the mistake, but it turns out that Mitch was in the wrong on this one. Here’s his explanation for what happened.
We totally exceeded the number by 3-times the amount. It was hugely successful. But a lot of people used it at peak times, which overloaded the system. For any inconvenience we caused for customers, we do apologize.
A glitch in Delta’s website bumped Jesse’s return date up by a month, which sort of interfered with his travel plans when he showed up at the airport to check in. Here’s the complaint letter he sent to Delta, and their response.
Bob Weibel at Musician’s Friend contacted us only a few hours after we posted Mitch’s story of the used guitar shipping screw up. He writes, “This kind of thing simply can’t happen, ever. We’ve tracked down Mitch’s order information and have been attempting to reach him on the phone to make things right.”
White Castle has apologized and donated $5,000 to the National Guard after having 25 guardsmen’s (and their family’s) cars towed while they attended a welcome home ceremony at Lucas Oil Stadium in Indianapolis. The manager had given permission for the cars to be parked there, but White Castle had them towed anyway. [Chicago Tribune]
The Senate’s Sergeant at Arms, Terry Gainer, joined Facebook to deliver a picture perfect apology to the survivors of the so-called Purple Tunnel of Doom, a group of several thousand people who were kept out of President Obama’s inauguration even though they had tickets. It takes a superior apology to address a colossal failure, and Gainer certainly delivered. The sincerity and completeness of the apology easily make it one of the best mea culpas we’ve ever seen.
We love it when what’s supposed to be internal communication leaks out to the customer—it gives you such clear insight as to how a company really feels about you. In the case of 1800mattress.com, calling to complain about a missed delivery date makes you “difficult.” But hey, they’ll still send you some free pillows.
- We’re very sorry this happened;
- We don’t condone unethical behavior
- We’ll try to remove the fraudulent reviews;
- Our business partners had no role in this fiasco.
The one thing that’s missing? The fate of ethically-challenged dimwit Bayard (edit – and anyone at Belkin like him), who the Daily Background has since caught posting his own fraudulent reviews for Belkin.
Twenty-two dairy companies sent out a text message to millions of Chinese consumers last week to apologize for selling tainted milk products. According to the BBC, it read, “We are deeply sorry for the harm caused to the children and the society. We sincerely apologise for that and we beg your forgiveness.”
JetBlue can be so cute sometimes. Apparently, they recently sent out and email addressed to Mr. Soandso explaining how much they missed all the Mr. Soandsos who had not flown with them in a year.
Consumerist reader MunkyBoi had a terrible experience at Tahoe Joe’s, where he and his fiancee held their wedding dinner. He tried to follow up with the manager of the restaurant, both to explain what went wrong and to commend the one waitress who saved the day, but the manager kept brushing him off. Finally he wrote a letter to corporate, and was surprised to receive a very personal response—along with a $250 gift certificate—a few days later. We’d love to know if that $250 came out of the manager’s profits.
Tim enjoyed his unlisted phone number for over thirty years until Charter published it in the local phone book. Now he has two options: ditch his long-time number, or lose his cherished anonymity. Inside, Charter’s apology letter.
Ex-Countrywide Employee Sells Your Data, They Offer Credit Monitoring Service, Hang Up When You Ask For It
Re: Countrywide Sends Fraud Alert Letters: ‘Your Info May Have Been Sold,” Reader Esqdork writes, “Yesterday, I phoned Countrywide to get them to extend the credit monitoring service [that they offered in their apology letter] to my co-borrower and was promptly hung up on.” The only surprise here is that they even picked up in the first place.
I received a letter from Countrywide today that says:
Good news: Apple is extending MobileMe subscriptions by an additional 60 days to make up for the recent problems with the service. The extension applies to all subscribers with an active account as of August 19th. Apple granted a 30 day extension a few weeks ago.[InformationWeek]