No one is going to pretend that mail merge doesn’t exist. There are no longer secretaries with their fingers poised over typewriter keys who produce every piece of correspondence we receive in response to a complaint letter. Still, reader Giantreesemar just had to share this letter that he received after complaining about a problem with United Airlines’ website. A form letter went terribly wrong and ended up demonstrating how little United cares about its passengers. Maybe.
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.