Well, here’s an update for you folks. A few weeks ago, my friend Paul-Gabriel Wiener wrote a guest post: Disney thinks my last name is a naughty word. Emails with customer service reps assured him that his “candid feedback” about the checkout form censoring his last name would be forwarded to management. That was the last he heard from Disney. But Paul, being the thorough fellow that he is, went back to the Disney Store to check and see if his name was still a naughty word according to Disney. It’s not. They seem to have removed the naughty word filter from their checkout form. Success!
For some reason, though, Disney didn’t tell Paul that they’d remedied his concerns. I’m not sure why they would choose to let that opportunity pass them by. In my opinion, it’d turn an unsatisfactory customer experience into a much better one. Who wouldn’t want that? Instead, it just makes them look as though they don’t want to admit to their small error in judgment.
Related Posts
Tags: customer experience, customer service fail, customer service win, disney, paul-gabriel wiener
