Different companies and business establishments have different ways of dealing with customer service issues, but the Universal Robina Corporation (URC) recently received much praise from netizens for the way it handled a complaint.
Last November 24, 2018, Jezra Deniega Dometita was eating a bag of Roller Coaster chips when he noticed that there was a burnt piece. Now, most of us would have just discarded that piece without making a big deal out of things, but Jezra was in the mood to complain about the matter to the brand.
Most likely just half-joking about the complaint, Jezra wrote URC about the burnt piece – there was actually just one!
“Bakit po may tutong sa Roller Coaster ko?” Jezra wrote in email addressed to URC.
As evidence, Jezra took photos of the bag of chips that had the burnt piece inside. He also made sure to take a close-up snapshot of the burnt chip for good measure, before sending these pictures along with the email.
Some hours later, the company’s customer service representative messaged him back. They apologized for the ‘inconvenience’ this has caused Jezra before asking for his address to best help him with the concern.
Thinking nothing about it, Jezra readily shared his address to the company. On January 9, 2019, just a little over a month after he sent the complaint, the company sent him a box of treats!
Inside the box were lots of chips and some biscuits he could enjoy, as a way to ‘appease’ him for the burnt chip he got in that Roller Coaster bag he had in November.
The impressed young man shared the experience on Facebook, thanking the company for its generosity. A lot of netizens were just as impressed as Jezra; though a number commented that they also found burnt chips in past products they ate but just threw those away.
So, the next time you find a burnt chip in your food item from URC, you know what to do!