Actual e-mail correspondence or pure fiction? Not sure, but either way, David Thorne can be pretty damn funny (in an annoying kind of way). Whether or not this particular one is real, it highlights how easily a bad customer experience can spread on the interweb, and in a far worse way than the likes of HelloPeter *spit*.
Date: Thursday 20 January 2011 11.14am
To: David Thorne
I received the attached advertisement from a friend who follows you on twitter or something. If this was some kind of joke I fail to see the humor. We had over 5000 calls asking for free snowboards and I know you are responsible.
From: David Thorne
Date: Thursday 20 January 2011 12.26pm
Subject: Re: Advertisement
Thank you for your email. I have been called many things while staying in the US, including ‘foggot’ and ‘youreonthewrongsideoftheroadmoron’, but having recently seen my first snowfall and immediately heading out to spend several hundred dollars on snowsurfing equipment, I hardly think the label ‘responsible’ is justified.
Contrary to popular belief, there is not a lot of snow in Australia and I recently discovered two facts;
1. Snow is cold and;
2. Coming from a climate where the coldest winter demands only complaining slightly less about how hot it is, I am ill-equipped for fact 1.
Unfortunately, these discoveries were made half way up a ski-lift while dressed in jeans, a long sleeved t-shirt and soaking wet rental boots in minus twelve degree weather. Reaching the summit and finding myself unable to feel my extremities or bend back into a standing position, I simply rolled off the lift chair and slid down the embankment on my side before coming to a stop helped by a small group of children. After assuring the parents that kids get nose bleeds all the time and it was probably more to do with the altitude than my left elbow, I decided to forego that morning’s activities, walk down the hill, and sit in my vehicle with the heater on while researching local snow-apparel shops on my iPhone.
Arriving at your store a short time later, I explained to a salesperson that I required warm clothing and “a pair of waterproof gloves for use in the snow.” Based on his brand recommendation and assurance that they would perform in the manner required, I purchased a pair of 180’s snow gloves, along with several other items of snow related clothing, and ventured back to the slopes.
Assuming the gloves would be waterproof for use in the snow (possibly due to being told “these are waterproof gloves for use in the snow”) I was surprised to find they became soaked within seconds and bled black ink down my sleeves and all over the front of my jacket.
Returning to the store immediately, brandishing both the result and receipt, I politely stated that I was not seeking compensation for the ruined jacket, just simply wished to exchange the gloves for a pair not designed to destroy everything they come into contact with.
I was told, “Fuck off. You’ve worn them.”
Being that customer service is arguably a company’s most valuable asset, I assumed you would appreciate all the free marketing and promotional help you could get.
Read the rest…