Well Nestle, you've disappointed us again. These pre-fabricated answers are just not all that interesting. Here is the response to Amy's enquiry from the other day:
From: Feedback,One,RHODES,Consumer Services [mailto:One.Feedback@au.nestle.com] On Sent: Friday, 27 November 2009 10:49 AM
To: Subject: NESTLE Australia Reply - Incident No.: 0014345170
Hi Amy
Thank you for your feedback regarding the NESTLE Lifestyle Survey.
The problem has been rectified so if you click on the link provided in the email you received, you can now complete the survey. Alternatively, you can visit www.nestle.com.au and click on "Join our Mailing List" to complete the survey.
We appreciate your feedback and apologise for any inconvenience.
Sincerely
Nadia Greenburg (name changed)
FOOD ADVISER
Nutrition, Health and Wellness is at the heart of everything we do.
Monday, November 30, 2009
Wednesday, November 25, 2009
Poor Nestle just keeps copping it!
Today I received an email from a friend, someone who also has a mini-gripe with Nestle. Please find a copy of the letter below and stay tuned for the response.
***
Dear Surveyors,
Today I had the joy of helping Nestle strive for perfection by taking your 2009 Lifestyle Survey. I feel it is my duty as a consumer to do these surveys - it is great to know that when I buy products that are great, I have helped make them taste that little bit better.
Unfortunately my joy turned to disappointment after spending 10 mins of company time completing the survey. The final "Submit Survey" failed me and, to add insult to injury, it let its friend, the pop window, dump me by saying:
Checkbox ‘CheckBoxList_3_3ctl1’ was not found
I hope that the CheckBoxList is soon found as by submitting the survey I may win $5000.00. I am quietly hopeful because I sent the Magic Money Fairy to 5 friends on Monday and it promised that I will have a winfall this week! Surely it cannot be a coincidence that I received both the fairy and your survey to win in $5000 within the same week.
If you could please let me know once this is fixed (hopefully this week) I will once again submit my little heart away and make the fairies happy. Otherwise please feel free to send the fairies chocolate - they would be very appreciative and so would I.
Kind Regards,
Amy
***
Dear Surveyors,
Today I had the joy of helping Nestle strive for perfection by taking your 2009 Lifestyle Survey. I feel it is my duty as a consumer to do these surveys - it is great to know that when I buy products that are great, I have helped make them taste that little bit better.
Unfortunately my joy turned to disappointment after spending 10 mins of company time completing the survey. The final "Submit Survey" failed me and, to add insult to injury, it let its friend, the pop window, dump me by saying:
Checkbox ‘CheckBoxList_3_3ctl1’ was not found
I hope that the CheckBoxList is soon found as by submitting the survey I may win $5000.00. I am quietly hopeful because I sent the Magic Money Fairy to 5 friends on Monday and it promised that I will have a winfall this week! Surely it cannot be a coincidence that I received both the fairy and your survey to win in $5000 within the same week.
If you could please let me know once this is fixed (hopefully this week) I will once again submit my little heart away and make the fairies happy. Otherwise please feel free to send the fairies chocolate - they would be very appreciative and so would I.
Kind Regards,
Amy
Sunday, November 8, 2009
Response to Nestle's email response
Okay, so I didn’t really expect much reaction to this complaint. After all, it was only complaining about the construction of the fork. Easy to see by "Sally's" email, however, that this was a straight copy-and-paste manoeuvre and not a lot of care has gone into the reply. There is no way this issue can be put to rest (and it wouldn't be quite as fun) without trying to push a few more buttons. So here is the email reply:
***
Dear Sally,
Thanks so much for your thoughtful reply. I’m glad that my reactions to your products contribute to your decision making.
Would you mind asking a member of the marketing department to contact me via email? I’d be very interested to learn of their reaction to the specificities of my letter.
As you can imagine, it took me quite some time to put that letter together, and I just want to make sure that people have read it in detail.
Kind regards,
Paul.
***
Dear Sally,
Thanks so much for your thoughtful reply. I’m glad that my reactions to your products contribute to your decision making.
Would you mind asking a member of the marketing department to contact me via email? I’d be very interested to learn of their reaction to the specificities of my letter.
As you can imagine, it took me quite some time to put that letter together, and I just want to make sure that people have read it in detail.
Kind regards,
Paul.
NESTLE Australia Reply - Incident No.: 0014238670
From: Consumer,Service,RHODES,Consumer Services
Sent: Wednesday, 28 October 2009 10:21 AM
Subject: NESTLE Australia Reply - Incident No.: 0014238670
Hi Paul,
Thank you very much for contacting us with your comments about MAGGI Super Noodles Beef 68g.
We appreciate hearing from our consumers as your reactions to our products contribute to our decision-making.
We hope you will continue to use and enjoy our products and we will forward your thoughts to our marketing department for future reference.
Sincerely,
Sally Forbes (name changed)
CONSUMER SERVICES ADVISER
Nutrition, Health and Wellness is at the heart of everything we do.
Sent: Wednesday, 28 October 2009 10:21 AM
Subject: NESTLE Australia Reply - Incident No.: 0014238670
Hi Paul,
Thank you very much for contacting us with your comments about MAGGI Super Noodles Beef 68g.
We appreciate hearing from our consumers as your reactions to our products contribute to our decision-making.
We hope you will continue to use and enjoy our products and we will forward your thoughts to our marketing department for future reference.
Sincerely,
Sally Forbes (name changed)
CONSUMER SERVICES ADVISER
Nutrition, Health and Wellness is at the heart of everything we do.
Friday, November 6, 2009
MAGGI Super Noodles Beef 68g - letter to Nestle
This is the letter I sent to Nestle on 27/10/09, on behalf of a friend:
Hello. With my parents away this week I was responsible for my own grocery shopping.
Maggi cup noodles - a single man's dream. Delicious, not necessarily all that nutritious, but at least 98% fat free, which is important so I can keep looking buff to impress the ladies.
Might I also add that the 3 minute cooking time is spot on, and I applaud you for that.
Today I had some for lunch. It would have been a perfect meal, except for the inadequate utensil that you dare call a "fork".
To be honest, if you can only afford to include inferior cutlery, I'd prefer you didn't include it at all.
You see, I'm so environmentally conscious that I feel the fork must be used if provided, rather than contribute to landfill with virgin plastic whilst wasting precious resources washing up a stainless steel replacement.
So I soldiered on, splashing myself with hot beefy broth - surely this is a public liability concern. And as for trying to impress my friends, who were all eating sushi and escargots, what a failure! It is very difficult to look sophisticated when you are knuckle-deep in noodles and appear to be lacking basic motor skills.
I would gladly pay an additional 5c to get a fork that doesn't require assembly instructions.
Perhaps the next time you review your packaging requirements, you can take my suggestions on board. In the mean time, if you want to provide me with any free samples, I can promise that I will provide honest and timely feedback. Kind regards, Paul.
Hello. With my parents away this week I was responsible for my own grocery shopping.
Maggi cup noodles - a single man's dream. Delicious, not necessarily all that nutritious, but at least 98% fat free, which is important so I can keep looking buff to impress the ladies.
Might I also add that the 3 minute cooking time is spot on, and I applaud you for that.
Today I had some for lunch. It would have been a perfect meal, except for the inadequate utensil that you dare call a "fork".
To be honest, if you can only afford to include inferior cutlery, I'd prefer you didn't include it at all.
You see, I'm so environmentally conscious that I feel the fork must be used if provided, rather than contribute to landfill with virgin plastic whilst wasting precious resources washing up a stainless steel replacement.
So I soldiered on, splashing myself with hot beefy broth - surely this is a public liability concern. And as for trying to impress my friends, who were all eating sushi and escargots, what a failure! It is very difficult to look sophisticated when you are knuckle-deep in noodles and appear to be lacking basic motor skills.
I would gladly pay an additional 5c to get a fork that doesn't require assembly instructions.
Perhaps the next time you review your packaging requirements, you can take my suggestions on board. In the mean time, if you want to provide me with any free samples, I can promise that I will provide honest and timely feedback. Kind regards, Paul.
Friday, October 30, 2009
Pay day - Nestle cheque
This is a scanned copy of the letter and payment from Nestle. To their credit, they went above and beyond what was expected. I actually think $10 was overly generous given the packet of lollies probably only cost about $3.
Note to readers: while this is a most fortunate outcome, please do no abuse Nestle's generosity and bombard them with fake complaints. That is cheating.
Email response from Nestle
From: Consumer,Service,RHODES,Consumer Services
Sent: Tuesday, 20 October 2009 11:03 AM
To: Subject: NESTLE Australia Reply - Incident No.: 0014211930
Thank you for your feedback regarding our product, ALLENS Mini Snakes 150g.
We are sorry to hear that you have not enjoyed this product. We understand your disappointment and sincerely hope that this incident will not deter you from purchasing other products in our range.
We welcome and value your comments as this allows us to review our products and make changes when necessary.
We have arranged to send you a reimbursement cheque through the mail that we hope you will be able to use to purchase some other products in our range to enjoy.
Sincerely,
John Grant (name changed)
FOOD ADVISER
Nutrition, Health and Wellness is at the heart of everything we do.
Sent: Tuesday, 20 October 2009 11:03 AM
To: Subject: NESTLE Australia Reply - Incident No.: 0014211930
Thank you for your feedback regarding our product, ALLENS Mini Snakes 150g.
We are sorry to hear that you have not enjoyed this product. We understand your disappointment and sincerely hope that this incident will not deter you from purchasing other products in our range.
We welcome and value your comments as this allows us to review our products and make changes when necessary.
We have arranged to send you a reimbursement cheque through the mail that we hope you will be able to use to purchase some other products in our range to enjoy.
Sincerely,
John Grant (name changed)
FOOD ADVISER
Nutrition, Health and Wellness is at the heart of everything we do.
Wednesday, October 28, 2009
ALLENS Mini Snakes 150g - letter to Nestle
This is the letter I sent to Nestle on 19/10/09 regarding one of their new products:
I am very disappointed with the taste of the 25% reduced sugar lollies. On the packet it states "100% yummy".
On what grounds do you base this claim? I believe this is false advertising.
I tried to share the packet with work colleagues and yet I still have half a packet left, which would normally be most surprising as I work with a flock of seagulls (metaphorically speaking).
I think 25% less sugar means 100% less taste. Did you actually do any market research before putting this product on the supermarket shelves?
I thought buying these lollies would give me the satisfaction of a 3pm chocolate with the guilt factor of merely a celery stick. Instead I am hungry and heartbroken.
If you want to send me any free stuff as compensation, please ensure it is some kind of proper sweet -- like Milo Bar or KitKat.
PS: I also noticed when you click on Allens 25% less sugar lollies on your website it says "page not found". Perhaps you have nothing to say....
I am very disappointed with the taste of the 25% reduced sugar lollies. On the packet it states "100% yummy".
On what grounds do you base this claim? I believe this is false advertising.
I tried to share the packet with work colleagues and yet I still have half a packet left, which would normally be most surprising as I work with a flock of seagulls (metaphorically speaking).
I think 25% less sugar means 100% less taste. Did you actually do any market research before putting this product on the supermarket shelves?
I thought buying these lollies would give me the satisfaction of a 3pm chocolate with the guilt factor of merely a celery stick. Instead I am hungry and heartbroken.
If you want to send me any free stuff as compensation, please ensure it is some kind of proper sweet -- like Milo Bar or KitKat.
PS: I also noticed when you click on Allens 25% less sugar lollies on your website it says "page not found". Perhaps you have nothing to say....
Tuesday, October 27, 2009
Welcome to There, I said it.
Ever had a tiny gripe that you just never had the guts to speak up about?
Well I got sick of biting my tongue and decided instead to bite the bullet and start letting companies know what irks me - no matter how big or small the issue.
The point is not to make anyone feel bad. It is not to cost someone their job. It is not even about getting free stuff. The point, my friends, is to let the people in charge know how they can improve their products and services (and maybe get a laugh in the mean time).
Having worked in retail, call centres and marketing departments, I have a fair appreciation of how the person on the receiving end of a complaint letter feels. Being cranky is one thing, but if you want action, you need to consider the "needs" of the person who needs to act upon your correspondence.
They don't want to hear you whinge - they want suggestions for improvement. And I tell you this, they are more likely to act upon your letter if you make it stand out. How do I do that? I make it funny.
I've written a number of "complaint" letters over the years, and have received some great results. Obviously it hasn't made me rich but I've always received a good reaction - either something for free, monetary compensation, or in the very least, a phone call or email from a very appreciative customer service representative.
From time to time I will post my complaint letters and let you know the results.
Please feel free to let me know what you think of these letters, or send me examples of similar situations. Why not have a crack at writing your own complaint letter?
There, I said it.
PS - I figured it was important to add a disclaimer. All posts on this blog are my own work, except for comments, and unless another source has been credited. In some cases the names of individuals and/or companies may be deleted or changed. Currently I am allowing anybody to post comments on this site - please do not abuse this privilege. Please feel free to click on the ads on the right hand side of this page, if the subject matter interests you.
Well I got sick of biting my tongue and decided instead to bite the bullet and start letting companies know what irks me - no matter how big or small the issue.
The point is not to make anyone feel bad. It is not to cost someone their job. It is not even about getting free stuff. The point, my friends, is to let the people in charge know how they can improve their products and services (and maybe get a laugh in the mean time).
Having worked in retail, call centres and marketing departments, I have a fair appreciation of how the person on the receiving end of a complaint letter feels. Being cranky is one thing, but if you want action, you need to consider the "needs" of the person who needs to act upon your correspondence.
They don't want to hear you whinge - they want suggestions for improvement. And I tell you this, they are more likely to act upon your letter if you make it stand out. How do I do that? I make it funny.
I've written a number of "complaint" letters over the years, and have received some great results. Obviously it hasn't made me rich but I've always received a good reaction - either something for free, monetary compensation, or in the very least, a phone call or email from a very appreciative customer service representative.
From time to time I will post my complaint letters and let you know the results.
Please feel free to let me know what you think of these letters, or send me examples of similar situations. Why not have a crack at writing your own complaint letter?
There, I said it.
PS - I figured it was important to add a disclaimer. All posts on this blog are my own work, except for comments, and unless another source has been credited. In some cases the names of individuals and/or companies may be deleted or changed. Currently I am allowing anybody to post comments on this site - please do not abuse this privilege. Please feel free to click on the ads on the right hand side of this page, if the subject matter interests you.
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