Earlier this week, I took part in a panel discussion at SXSW on “The Legal Ramifications Of Saying ‘I’m Sorry,'” along with a senior executive from Southwest Airlines who explained why his company believes it’s best to be proactive about apologizing to customers when a mistake has been made. A few days later, Southwest was given the chance to make good on its claim.
Maybe it was plagiarism or maybe it was a coincidence, but for whatever reason, Conan ended up airing a short in which Sarah Palin hunts and shoots Rudolph after Jimmy Kimmel did the same thing two weeks before. In the video embedded below, Conan O’Brien apologizes for the mishap.
Last month, Continental wouldn’t let Jessica bring her service dog on a flight because a ticket agent thought she was pulling one over on the airline. Now Continental has finally responded to Jessica’s complaint. She said the company is admitting partial fault in the dust-up, writing the agent’s “failure to provide you with the correct information would be considered a violation of federal disability law.”
Sorry Puerto Ricans, even though you bought your iPhone 4s with U.S. dollars, endure AT&T’s shoddy “national” coverage, and are United States citizens, Apple doesn’t think you’re entitled to a free case like real Americans. Apple originally told Puerto Ricans that they would qualify for free apology cases, but decided to cancel all orders being shipped to Puerto Rico after claiming that they were “unable to ship to an international address.”
After accidentally sharing the email addresses of gamers who complained about having to use their real names on World of Warcraft-maker Blizzard’s forums, the Entertainment Software Rating Board offered this mea culpa:
In addition to pale ales, Stone Brewing Co. sells mustards and sauces made with beer. Last week, in a blog post titled “MustardGate 2010,” the company announced that it recently discovered its mustards were beerless. (Or as they describe it, those mustards are “instant beer mustards–just add beer!”) The real mystery is what happened to the beer; the brewer says the kegs sent out to the mustard company were sent back empty.
The Seattle Sounders got beat 4-0 by the LA Galaxy, prompting one of the players to suggest that fans deserve a refund and apology from the team. It seem the ownership agrees. Sort of. They’re offering a one game credit to season ticket holders as compensation for the crappy play. It’s not a refund exactly, but its almost one.
Paco is still missing, but after we contacted them, Delta reached out to Josiah and said sorry, along with offering to reimburse him for all the costs he put into the dog and two additional $200 vouchers for future travel on their airline. Josiah says that’s unnecessary, as he still probably won’t be flying Delta ever again after this experience.
If you use McAfee’s anti-virus program and have Windows XP with SP 3, you may have noticed last week that your PC was shutting down every 60 seconds. That was because McAfee pushed out an update that it now admits wasn’t properly tested. To apologize, the company says it will reimburse you for repairs (although it hasn’t provided details on this yet), and it’s offering everyone who was affected a free 2-year extension of the service. Should you take the offer and call it even? Seth Rosenblatt at Cnet says you shouldn’t bother.
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.
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.
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!