Approximate time to read: 2 minutes
Today I received 3 emails from Tesco, the first at 5am. And only 3 days since I replied to them. A new record.
Thank you for your email
We would like to offer our sincere apologies for the delay in reply. Unfortunately, we have experienced technical difficulties which have resulted in a number of our responses not being sent.
All customer contact is incredibly valuable to us and we understand how frustrating this must be. We are currently working on these issues. You will shortly receive our original reply to your enquiry.
Thank you for your patience.
Then, 3.5 hours later…
Thank you for your email.
I just want to let you know that your email has successfully reached us, and we promise to be back in touch as soon as possible.
So, now we have 2 replies, neither of which say much other than to say they’re GOING to reply to me. Why do they do this close to when they do reply? Wouldn’t this kind of response be more appropriate not long after I’ve emailed them, to “set expectations”?
Now, if you remember, my reply was to go into detail about the IE 7 pop-up issue on their website. I didn’t have to, but I did. 3 hours ago I got my third mail of the day…
Thank you for your reply.
I would like to thank you for your comments regarding “The OK Button”
We find all customer feedback valuable as this helps us when we are looking at ways to make our service better. I would like to assure you that I have fully logged the points you have made. These will be directed to the correct area of the business.
Thank you for taking the time and trouble to share your views with us.
So, have they told someone? God only knows. However, the fact that they define it as a “view” does trouble me. I’m pointing out a god-damn failure of your online ordering system, you fools.
I did some testing of the site with Opera and Safari and that seemed ok. So, it only breaks in IE7. And Firefox. Which, by my reckoning, means their site works quite successfully for 33% of people, a figure they can be proud of.