My son got a Webkinz stuffed animal for his birthday.. There’s a code you use to go to a website and join an online world with all kinds of games, and probably opportunities to spend mom & dad’s hard-earned money. Unless, of course, you have an OBSCENE name like Simon.
So my wife Cat calls customer service, and gets told it’s a bug – any name with “mon” in it gets blocked out.
Bugs happen, I have several friends who make a living fixing bugs. Bugs shouldn’t be a surprise to anyone, it’s how they are handled that sets your company apart.
In this case, we get told it’s a bug (duh!). That’s it, that’s all. No offer to help. The customer service rep didn’t offer to create the account, the obviously simpler way was to give our child a new name.
While it’s not the end of the world, if you notice in a few months that you can’t find any kids named Monicas, Simon, or Damon – you’ll know why.
How is your company dealing with its bugs?