Dr. Broken Stuff or: How I Learned To Stop Worrying And Love Customer Service

[Courtney]

Awhile back, I cut my hand (i.e. scratched) opening a 20 oz Dr Pepper bottle because the cap's plastic ring was mildly serrated. I was in a bad mood, it was a night shift, and I had a lot of time on my hands, so I crafted a letter to Dr Pepper explaining that their beverage shouldn't cut my precious hands. I received several emails, phone calls, and apology letters, coupons and a silly amount of Dr Pepper shwag (hats, shirts, towels, etc).

In other words, keep on keeping on Courtney.

This is super badass. I hope the next time I see you, you will be covered in head-to-toe Dr. Pepper paraphernalia.

[Courtney]

This is a really cool idea, may just have to start trying this out. I'm not surprised by the airline response; it's sad that most people have come to expect that kind of service from all airlines in general.

Yes, please join me! I would be so curious to see the responses that other people get.

[PotVsKtl]

Corporate shills.

[Courtney]

Courtney, thank you for trying to keep the board classy and interesting. It's these kind of threads that keep me coming back.

Aw, thanks

[Courtney]

Corporate shills.

If US Air would send me some free stuff, I would gladly be a shill. My love comes cheap.

[marooko]

retracted.

[Courtney]

Things that I have observed so far:

1) Travel-related companies and companies responding to praise letters seem to respond a lot more quickly than anyone else.

2) Every single customer service person ever seems to be female.


I sure hope that I get some responses to my complaint letters. But in the meantime, I received two more responses to my positive letters.

[Starraven]

Ha, that is horrible. I still feel stupid using the weird marketing names that fast food chains come up with. I mean, at Starbucks I can hardly bring myself to ask for a "grande" -- it makes no sense that it's the name for their medium size, and I protest that.

My God, I hate coldstone creamery for this... I just call the medium ice cream medium. fuck them.

[guedita]

Dear dorkfish,

Your customer service regarding artist and venue information is unparalleled. However, I recently noticed that you came into the possession of a Dr. Pepper's hat. If you don't know, in the which case, shame on you, I am a huge fan of novelty, obnoxious hat-wear. In the off-chance that you are not putting your Dr. Pepper's hat to good use--by which I mean embarrassing others by wearing it in public with them--I humbly request that you forward this hat to me. Failure to do so will result in nothing.

Cordially,
guedita

[Courtney]

I sent Smuckers a letter telling them how I appreciate that they make 100% fruit jams instead of cramming high fructose corn syrup in all their products. They sent me back a nice letter pushing their website, and two small coupons.



Outcome: Ok

[Courtney]

I sent Burt's Bees a letter telling them how amazing I think their lip balms are and asking if they have any samples of new products they could send me, because I'm a greedy bastard like that. They sent me back a letter saying that they don't give away samples, but they will give away a sample.



Outcome: Sample success

[tessalasset]

I sent Smuckers a letter telling them how I appreciate that they make 100% fruit jams instead of cramming high fructose corn syrup in all their products. They sent me back a nice letter pushing their website, and two small coupons.



Outcome: Ok

cheap mfers

[marooko]

I like to go in and ask for a coffee. Recently a lady seemed to be afraid to say "black", or was baiting me in to saying it because there was a black guy in line. I said "BLACK!". Then turned to look at him, because obviously he cared.

Silly white folk.

On a thread related note, I'm gonna write Crayola and tell them their black crayon offends me.

[tessalasset]

I sent Burt's Bees a letter telling them how amazing I think their lip balms are and asking if they have any samples of new products they could send me, because I'm a greedy bastard like that. They sent me back a letter saying that they don't give away samples, but they will give away a sample.



Outcome: Sample success

oh my god i need to do this every time i run out of a stick. this is all i use. obsessed/addicted.

[PlayaDelWes]

But Courtney, Sugar is Sugar.

[JustSteve]

Wrote to the organizers of FYF Fest after they clusterfucked 2010. They sent nothing in return, but fixed things appropriately in 2011.

well, of course things were fixed. look who one of the promoters was.

[JustSteve]

On a thread related note, I'm gonna write Crayola and tell them their black crayon offends me.

tell them to rename it african-american.

[kreutz2112]

But Courtney, Sugar is Sugar.

And gas is gas, but the odors my kids emit aren't the same thing that I put into my car to get them to school. To claim that would be irresponsible, and to claim that high fructose corn syrup, by any name, is the same as sugar is irresponsible, too.

Correct.

[rskapcat]

This is super badass. I hope the next time I see you, you will be covered in head-to-toe Dr. Pepper paraphernalia.

I'm now picturing Brad as Garth.

[RageAgainstTheAoki]

I sent Smuckers a letter telling them how I appreciate that they make 100% fruit jams instead of cramming high fructose corn syrup in all their products. They sent me back a nice letter pushing their website, and two small coupons.



Outcome: Ok

Love that Smuckers HQ is located on Strawberry Lane.

[chairmenmeow47]

<3those uniball pens too. the blues are harder to find; i should do this.

[rasooli]

Thread of the year!

[rasooli]

Quick question: who is it that you write to at these companies? Is there a specific person that deals with these types of consumer complaints? I have very expensive Bose headphones that went deaf on one side for no reason at all. Maybe I should go ahead and send them a letter asking for a new one or at least a deep discount on future purchases.

[Gribbz]

Quick question: who is it that you write to at these companies? Is there a specific person that deals with these types of consumer complaints? I have very expensive Bose headphones that went deaf on one side for no reason at all. Maybe I should go ahead and send them a letter asking for a new one or at least a deep discount on future purchases.

Customer service.

[zircona1]

I used to work in customer service for a company that sells books. Started on the phones, then got a more specialized position answering emails. I did this for about 5 years.

I think everyone should work in a job where they have to deal with the general public at least once, you develop a lot more empathy.

Several years ago I went to a Steak and Shake (a chain here in the midwest) close to midnight. I sat and didn't get service after waiting for 5 minutes, and people who came in after me did. I left and wrote them a letter, they sent me an apology and some coupons.

[guedita]

Customer service.

Wrong. THE PRESIDENT OF THE COMPANY: URGEN!T is how rasooli should address his letters.

[tessalasset]

Executive Email Carpet Bomb!

[RedHotSgtPeppers]

Once I gave a Starbucks barista a homemade chocolate chip cookie that my friend made, and he gave me a "get a free drink on us!" coupon. It's pays to be nice, I guess.

[Courtney]

Once I gave a Starbucks barista a homemade chocolate chip cookie that my friend made, and he gave me a "get a free drink on us!" coupon. It's pays to be nice, I guess.

If I was a Starbucks barista (which I once was, a long time ago) and a customer gave me a homemade cookie, I probably wouldn't have eaten it, out of fear of not knowing what the hell was in it. But maybe the Starbucks in your neighborhood has less crazies.

[Courtney]

I wrote Nature's Path a letter about how much I like their Optimum breakfast cereal and asking if they have any other cereals that contain an equal amount of protein. They wrote me back a letter about where Nature's Path is stocked in California. Reading comprehension: they don't have it.



Outcome: wtf?