It was quite hilarious (though completely expected if you are a customer and have ever dealt with them through any communications medium) when Bank of America’s Twitter bot (or idiot who runs the account) had multiple brain farts when assuming non-customers where customers.
It’s entirely another thing when a brand is so stupid that it actually apologizes to a customer who just heaped praise on the brand. On Wednesday, a Domino’s customer posted a picture of a Domino’s pizza on the brand’s Facebook page along with the statement, “Best Pizza Ever! Keep up the good work guys!”
One might assume the brand would respond along the lines of “Thanks, glad you enjoyed your pizza.” But, no. The response this customer received is baffling and additional proof that some brands simply select from canned responses when “interacting” on social media.
Bafflingly, Domino’s responded to the aforementioned praise with, “So sorry about that! Please share some additional information with us at bit.ly/dpz_care and please mention reference #1409193 so we can have this addressed.”
Apart from the incomprehensible fact the brand incorrectly assumed the customer was complaining, the response is a vomit comet full of automated, uncaring, impersonal inanity barfed up with the precision of an algorithm that never met an emotion.
Given that close 90% of comments on the brand’s Facebook page are complaints, it’s almost excusable the brand has developed some sort of choose-an-apology system to they can quickly and easily address customer’s concerns without having to waste a brain cell.
Yawn. How many more stories have to be written about clueless brands misunderstanding and misusing social media before these faux pauxs end? Actually, it’s kind of fun to witness and write about these screw ups so we secretly hope they continue. No doubt they will. No matter how educated people become, there’s always a few idiots who will never learn.
This morning, the brand backpedalled apparently having been made aware of the goof and commented, “No, we meant we were sorry it took Jeaneth so long to enjoy the best pizza ever. Think of all the pizza she’s likely had that wasn’t the best ever! Yeah, that’s it…. Thanks so much for the kind words, Jeaneth.”
Um, right. Not well played. Via.
