Why can’t they just apologise

Have you ever complained about something? Have you ever had your complaint taken seriously? Or do you just get fobbed off? I’ve found an increasingly common response to any complaint is “well you’re the first complaint we’ve ever had” with this implication that it’s good enough for everyone else, so you can bloody well put up with it too.

Here’s an example: a website called Intelligent Giving. It’s a very interesting website, and I may well do a post about them. But the site includes a feature they call the “Karma Calculator”. In essence, you answer a brief questionnaire and the calculator generates some insults, hiding behind the excuse of being “light-hearted”. I found it utterly offensive, so I wrote to complain as follows:

"I like your website and find the information you give very interesting. However, I did not like your 'karma calculator' one bit. I appreciate that it is intended to be "light hearted", but to be honest, I don't find sarcastic insults very funny. I am not confused - just in search of the type of information that your site seems to contain; I do understand the difference between philanthropy and misanthropy; and I do not appreciate being compared to a character from an odious American cartoon show. I suggest you re-write this nasty piece of software before you alienate any more of your potential customers."

Their response:

“Thanks for getting in touch. I'm sorry you don't like our Karma Calculator. However, over 6,000 people have used the Calculator since our site launched and yours is the first complaint we have received. We believe it fulfils its function as a light-hearted spur to giving.

I hope you profit from using other areas of our site.”

OK, so they used the “S” word, but did they take on board what I said? But they’re doing their best to do a good job, so look them up and read what’s on their site. Just steer clear of that “Karma” thingy. http://www.intelligentgiving.com/