Trying To Do Social Right… By Insulting Your Product?
So this company called Firebox makes a game called Bite the Bullet which consists of twelve chocolate “bullets” – one containing a very hot pepper. You play a Russian Roulette type game where each person eats a chocolate and one gets the very hot surprise. Their website allows customers to comment on the product, and the sales staff has done a decent job of trying to respond to customer comments. But then there are these:
![Screen Shot 2013-09-18 at 9.55.41 AM](http://opinionms.wpengine.com/wp-content/uploads/2013/09/Screen-Shot-2013-09-18-at-9.55.41-AM.png)
Working diligently to address customer complaints is a good thing, but admitting that your product is of low quality, needs improvement, or just “isn’t that bad” is not a good thing. Distracting from the complaint by saying the product tastes awful, but “the box was nice” is also an epic failure.
This is a perfect example of how the best intentioned company can try to do social right, but still get it very wrong.