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Tag Archives: Kraft

A disappointing interaction with Kraft highlights an important component of written communication

Form letters – we all use them, mainly because it makes life easier. After all, it’s a lot simpler to “cut and paste” a canned response to questions that are asked frequently. But … and this is a big BUT … it’s VERY important to read the question first. Too bad Kraft hasn’t figured this out!

KraftI often visit the Kraft Canada site to peruse recipes, look at new products, and download coupons. The other day I attempted to print off a coupon that required a newer version of Java. But the link on the Kraft website put me into an incorrect subroutine and I couldn’t download the software and coupon I needed. I sent off an email to their technical support and received a response the next day.

Hi Merge,

Thank you for visiting http://www.kraftcanada.com.

Unfortunately, this promotion was so popular that the coupons offered were depleted.

Thank you for contacting us and please add our site to your favourites and visit us again soon!

Kim McMiller, Associate Director, Consumer Relations

Huh? Clearly Kim McMiller had sent me the Dear Coupon User letter – the same one that anyone gets when they write to Kraft asking about coupons. And it was obvious that no one had even bothered to read my email! Continue reading