Grounded Chips, VI – Fail

One trip to the grocery and one blown PSU later and I can finally offer a final post in the wait for some response from the Terra Chips people. I’ve got a brand new bag of Lay’s Kettle Cooked Original Potato Chips. They’re good, although honestly, they’re not as good as the Terra. At least I could easily open the bag. (Again, if you haven’t read the other posts in this series, here are some links: I, II, III, IV, V. In a nutshell, their bag is hard to open.)
What’s the upshot of all of this? Not much. I do know this much: Google is crazy ubiquitous. Google will index this post. It will parse the following sentences. Terra Chips Consumer Relations failed to relate to this consumer. Terra Chips failed to respond to a legitimate complaint. Terra Chips ignored a consumer that was an admitted fan of their product who happened to have a small criticism. Terra Chips failed to prove their claim that they care about their customers’ questions and comments.
I’m interested to call Terra Chips Consumer Relation and see if they every actually received my emails. They’re located in Colorado and I’m in Missouri. Based upon the information I’ve read, there are no state laws that would require more than one party to a phone conversation to give consent in order to record that conversation. If I can find the time and setup the equipment, I’ll call them and publish the recording here.
To all the folks that manage the Terra Chips brand and their Consumer Relations group, I’m sorry this went down this way. I was really pulling for you guys to get in the conversation. I was prepared to give the Terra Chips brand full marks for their gumption. I don’t want to just trash the brand because they’ve got a few things right–like they make a great chip. But they definitely missed an opportunity here. And they’ve demonstrated the self-serving nature of their “contact us” page. And they’ve made liars of themselves inasmuch as they suggested that they care about my questions and comments and then never actually addressed them.

Grounded Chips, IV

Matt offers an excellent suggestion about how to draw a line in the ground potato chip crumbs as it were. As he suggests, there’s no particular science to deciding how long one should wait for a response from a company before you determine that they’re not being entirely honest when they say they care about your questions and comments. My writing would also seem to demonstrate that I have a hard time determining when to end a sentence, but that is another matter entirely.
Taking Matt’s suggestion, I shall arbitrarily decide that the Terra Chips Consumer Relations team isn’t particularly interested in my comments and questions as of the day we finish the remaining chips in the bag and go buy more (perhaps other) chips. Given that half the bag of chips is now inside my vacuum, it shouldn’t be long. Given that I’m having a mild attack of diverticulitis (don’t ask), I’ll leave it up to my wife and kids to consume said chips.
What’s more, Matt has been kind enough to offer support of my chip foibles over at the Integrity Corporation blog. Given Google’s willingness to index anything and its love of all things blog, I’m not surprised to find my post comes up at the top of this search and it is the second result for this search.

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Grounded Chips, III

Another day goes by with no response from Terra Chips Consumer Relations. (If you haven’t read the first post on the subject, you can go here and do so. ) I’d like to think the lack of response is not because their conception of consumer relations includes ignoring the consumer for two days. I’d like to think it is because they’re really busy and just haven’t gotten around to responding. That’s my hope, because I still like the product. It really does taste great. Get a bag for yourself and note first how difficult it is to open but then how good the chips are.
I really don’t expect anything from them. I don’t need free chips or anything like that. Mostly, I’d just like to know that they heard me. I don’t expect them to change for me, but I would hope they could at least do me the courtesy of offering some explanation for my experience. Maybe it’s the intended behavior of the package. Maybe they’re trying to say, “hey it’s hard work to get the bag open which is done out of respect for how great the chips are—y’know, like ya gotta work for it.” Whatever the reason for the packaging and for the nature of the contact form, I can’t see how it would be particularly onerous for them to explain it to me. I did give them my address after all.

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