I agree. Look, all companies make mistakes or find themselves in a situation where systemic or product flaws cause issues. The right thing is to inform impacted customers and proactively offer support, advice on how the to handle a situation, etc.
None of that happened here.
That is literally the only gripe I have. I consult on brand management. A simple email with info, details on ways to mitigate the issue, a number to call or email with questions and a coupon for a discount with a sincere apology would have turned this issue into a brand building moment.
None of that happened here.
That is literally the only gripe I have. I consult on brand management. A simple email with info, details on ways to mitigate the issue, a number to call or email with questions and a coupon for a discount with a sincere apology would have turned this issue into a brand building moment.