Second Time I've Seen This

Twice now I've seen articles that speak of Amazon's incredible customer service. I haven't seen it, but then again, I haven't needed it. It's good to know that if I need it, it should be there.

This first article, really a blog post (here) starts out in a manner that makes the reader think it's just another screed against poor customer service. The end is as surprising to the reader as it was for the poster.

This second article (here) out of Forbes by Larry Downes, which is primarily about why the author things Best Buy will be out of business sooner rather than later, juxtaposes Best Buy customer service to Amazon's. It's an extensive article, and the best portion of it isn't the part that discusses Amazon, but this portion. It's a long passage, but not as long as the article and well worth it.

The company issued a statement that read: “Due to overwhelming demand of hot product offerings on BestBuy.com during the November and December time period, we have encountered a situation that has affected redemption of some of our customers’ online orders.”

Let’s parse that sentence for a moment. The company “encountered a situation”—that is, it was a passive victim of an external problem it couldn’t control, in this case, customers daring to order products it acknowledges were “hot” buys. This happened, inconveniently for Best Buy, during “the November and December period,” that is, the only months that matter to a retailer. For obvious reasons, the statement ties itself in knots trying to avoid mentioning that the “situation” occurred during the holidays.

The situation that Best Buy “encountered” has “affected redemption” of some orders. Best Buy doesn’t fill online orders, it seems. Rather, customers “redeem” them. So it’s the customers, not Best Buy, who have the problem. And those customers haven’t been left hanging; they’ve only been “affected” in efforts to “redeem” their orders. It’s not as if the company did anything wrong, or, indeed, anything at all.

It’s all so passive. It’s also a transparent and truly feeble pack of lies. Here’s what the honest and appropriate release would have said: “Due to poor inventory management and sales forecasting of the most popular products during our key sales season, we can’t fill orders we promised to fill weeks ago in time for Christmas.”

There’s a little more to the Best Buy’s press release: “We are very sorry for the inconvenience this has caused, and we have notified the affected customers.”

Again, note the use of the passive voice—”this” refers to the “situation” that Best Buy “encountered.” The “situation,” not Best Buy’s poor operations, “has caused” inconvenience to customers. It’s not something Best Buy did wrong. It’s like they’re reporting the weather; something utterly out of their control about which the company is a mere observer. They’ve “notified the affected customers” despite, it seems, no sense of obligation to do so, let alone to find a solution to a problem entirely of the company’s own creation. How sorry are they, do you think?

I commonly eschew any discussion of passive and active voice. This one made me want to read more.