The Amazon delivery began with such extraordinary promise. Not only did it include the super-affordable and Gumby-like-flexible tripod Smartphone holder, but also a note from the top dog at the device’s distributor.
And this communication was no lip-service brimming with empty platitudes. Instead, what greeted me was a warm, earnest note pledging supreme customer satisfaction, capped by his e-mail address, and an invitation to contact him if I had any questions or concerns.
About a week later, after encountering some difficulty with the product, I shot this e-mail:
Hello, Mr. Doe*!
I received this tripod (photo attached) via an Amazon order a few days ago, and appreciate your note—very impressive!!
I wanted to make sure I knew how to adjust it to slip in my Smartphone safely and securely. So far, when I do it, it’s been a struggle and I don’t know if I am doing it in the ideal way. Trying to slip the phone into the space as I stretch it is difficult, and I am concerned that it will break each time.
A quick phone call from someone is all I need….or perhaps an instructional video?
Another eight days passed, so I sent this follow-up:
Good evening, Mr. Doe*….
I wanted to follow up on my e-mail of last week (below). Not sure if you saw it? Or if you replied but I didn’t see your reply?
That second e-mail was a week ago.
Brand promise made, brand promise broken. Here’s hoping that the tripod won’t soon be broken, too.
*Last name isn’t actually Doe. Giving the guy a bit of a break.
An Uber-Important Lesson on the Importance of Brand Ambassadorship
In the Wake of Jared Fogle Scandal, Subway Must Step Up Beyond Lame ‘No Comment’