Customer Feedback

Lately I've noticed a trend: When I buy a product or service, I'm often asked to give feedback. If I don't, I'm asked again -- and sometimes yet again. This annoys me. It's fine to ask once. Usually if I get exceptionally good or exceptionally bad service, I'm likely to express that without prompting. But now, even if I had planned on giving a good review, the repeated requests keep me from doing so. It's obnoxious. On the flip side of that (kind of in line with the "unprompted feedback") I recently sent an email to a company in reply to an advertisement for a knife that, according to the ad, was "driving the TSA crazy." Here is what I sent:

I don't usually reply to email like this one, but I found it a bit offensive. I'm sure you're joking, and I know the airport lines are a big pain and maybe not as good at stopping problems as the TSA would like us to think. Still, I don't think it's responsible to be promoting ways to get around airport checkpoints. I have bought and enjoyed your items in the past, but this is a little over the top.

Imagine my surprise when a day later, I got this reply:

Hi Bernadette,

Thank you for your email and I'm sorry if the email advertisement for the Credit Card Knives makes you worry. Please be aware that the Credit Card Knife's blade is surgical steel and will set off any metal detectors. This knife is not easily smuggled through airports.

We appreciate you taking the time to letting us know your concern. Most of the improvements we make come from ideas and suggestions like yours, so thank you for reaching out!

If you have further concern, please let us know right away.

Have a great day!


I probably won't order from this company again (their stuff is a bit junky), but I'm impressed that someone took the time to send a personal reply to my concern. As far as begged-for feedback goes, I don't feel like I owe those companies anything, much less free advertising. I've already paid them for their goods or services. I don't think, in most cases, anyone pays attention to the feedback anyway, which was why I stopped doing it in the first place. Still, this crappy little company handled my complaint so well that I may rethink my position.