Wednesday, August 20, 2008
How Not To Conduct Customer Service
I sent Hershey’s an email via their web request form on Monday looking for the ingredients for the Krackel Bar, which is part of the Miniatures assortment. (They stopped making the full sized bars in 2006.)
I emailed them because I didn’t really want to transcribe the list on the phone. Let them do the typing.
Instead of sending it to me in the response, they replied with a case number and told me to call them during business hours (9-4 Eastern) to get my answers.
Okay, I called this morning and gave the representative my case number and she read back my request: What are the ingredients in the Krackel bar. The ingredients list on the Miniatures bag lists them all together and I want to know just what’s in that bar.
She asked me why I want to know.
I stammered that I wanted to know what I’m eating.
She asked if it was an allergy issue.
I replied that I wanted to know what was in that bar. If I ate only that bar, what would I be eating? (The package does say “something for everyone” so Hershey’s understands that sometimes people just pick through and eat only one variety.)
She said she did not have that information. It doesn’t exist in her records. If she wanted she could escalate me to a supervisor, but they had only the same info that she does.
That seemed pretty useless.
She asked if I wanted to be transfered. I said no, if they were comfortable with me publishing that they are unable to give me the ingredients for that bar, then I think we were done.
So there it is, no way for you to know what’s in a Krackel. Well, there’s a long list on the back of the package of what could be in a Krackel. So as long as you’re comfortable with some combination of those ingredients, go ahead and enjoy.
UPDATE 8/22/2008: I got another email from Hershey’s and it said this:
However, if you read the ingredients on the Hershey’s Miniatures package, it includes the ingredients for all four mini bars combined. It goes like this:
Based on what I know of the Mr. Goodbar’s ingredients, which is also a mockolate bar (Sugar, peanuts, vegetable oil (palm, shea, sunflower and/or safflower oil) chocolate, whey (milk), nonfat milk, contains 2% or less of milk fat, soy lecithin, salt, vanillin.) and the last known ingredients of the true Krackel I’ve extrapolated the following as the likely ingredients of Krackel:
If you’re going to give someone a bag of candy with the motto of “A Little Something For Everyone” you should be prepared that folks are not only going to have a favorite, but they might actually eat ONLY that one and they might want to know what’s in just that individually wrapped candy. That candy that says on the wrapper nutrition information 1-800-468-1714 ... which they also cannot provide separately.
But really I don’t think that it’s because the “recipe is proprietary” (believe me, I don’t wanna make these at home), it’s because they’re ashamed.
During November it's all about me writing a novel. Sometimes it's about whalewatching. You know, and then there's other stuff.