In a time when computers are in our hands at most every hour of the day, we are inevitably held captive by the computer glitch that causes everything to freeze, requiring a reboot. Those of us who spent our college years during the youth of computers still frantically save documents every few minutes, so as to avoid the horror of the crash that sends your carefully thought out report, blog post, Christmas card photo collage, and the like, careening into the depths of the electronic unknown.
Recently, these computer glitches have been front and center in the news. Each handled differently, each not necessarily the “fault” of the company or entity owning the website. Unfortunately blame has to land somewhere, and the finger is likely to point toward the company, not the black abyss of internet coding.
Case number one, United Airlines. In mid-September United’s online ticketing system gave some customers flights for free, paying a mere $10 total after taxes and fees, and others paid only $5 to $10 for each ticket. After reviewing the error, United decided to honor the tickets. While they are not disclosing just how many bargain tickets were sold, or exactly what the error was, honoring the tickets made for a nice holiday gift for a Military mom who bought tickets to fly her son and daughter-in-law home for the Holidays.
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Case number three, Walmart.com. Black Friday came early for some Walmart shoppers this year, when they found better than Black Friday prices on their Walmart.com purchases. From $33 for a $600 treadmill, to a $2000 television to watch while you run for a few hundred dollars, it wasn’t long before twitter, blogs, and other websites were spreading the word sending an undisclosed number of shoppers to Walmart.com. Walmart declined to honor the sales, however, and instead offered each customer a $10.00 e-gift card that can be used online and in store, and apologized.
While we can all “feel” for the persons at whom the finger is pointing, the fact is that customers expect to be able to get online, make their purchases, and get out, without glitches, without crashing websites, and with ease. How well were these three situations handled; had it been you on the other end of the glitch, would you have walked away, in the end, satisfied? We may no longer be saving our documents every few minutes, but now when a deal seems too good to be true, we might just have to admit that it is! As you face your Holiday shopping season, know that technical difficulties will not stop us at Fazzari from helping you find the perfect items to give to your clients and employees, honoring our promise of being your HOLIDAY Merchandise Authority.
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