From Jollibee

As you all know dear readers, I wrote an e-mail to Jollibee regarding my concern on the missing special barbecue sauce that goes with my ex-favourite Jollibee Chicken Barbecue. Read it here and the Barrio Siete article here.
Guess what. I actually received an e-mail reply from them.
Ang saya-saya ‘di ba?

NOT!



Here’s the reply that I received from them:

Dear Ma'am / Sir,

We would like to acknowledge your e-mail dated March 12,2010. We are saddened by the unfortunate experience you had at Jollibee. Please accept our apologies for the inconveniences that incident may have caused you. We have forwarded your feedback to the parties concerned.

You can be assured that we will look into this matter so as to avoid similar incident from happening again.

We do appreciate your effort of bringing this matter to our attention. Thank you very much.

Sincerely yours,

Ruth Paragas
Customer Care

Juice ko ‘day ha. Ano ‘to joke? First of all, kung sasagot din lang naman pala ng template at least yung angkop naman sa sinulat kong reklamo. What unfortunate experience and inconvenience was she talking about eh ang tanong ko lang naman eh bakit nawala na ang sarsang bumubuhay sa pagkain ko ng Chicken Barbecue at kung bakit napalitan ng toyo-mansi?

I’m sure hindi nila binasa ang sulat ko and they are quick to push the reply button and typed and edited the dates and names of the said template.

I know that my problem with Jollibee is minute compared to the problems of the world but I’m definitely entitled to a more decent reply. I mean just imagine if one of your favourite things in the entire world is taken from you, you’ll feel bad ‘di ba? And since I know the concerned party who took that away from me (the privilege of enjoying a delicious meal), siyempre magre-react ako.

To sum things up, I replied to the said mail and made sure I won’t be coming back to Jollibee unless I get a decent explanation from them.

I guess my nieces won’t be having a Jollibee party for their birthdays this year.


UPDATE: I received two new e-mails from Jollibee Customer Care which bears the reason why the special barbecue sauce no longer accompanies the Chicken Barbecue. I'll update this post when the lights will be back.

Oo, brownout na naman dito sa bukid.


UPDATE II: As promised, I am posting here the e-mails between me and Jollibee Customer Care. Here they are.

On Thu, Mar 18, 2010 at 5:24 PM, Mel Beckham wrote:

Dear Miss Ruth,

Thank you for replying.
Honestly, I didn't think you would answer my email, imagine my delight upon
seeing your name in my inbox.
Unfortunately, I did not expect to receive a template as a response to
my one and only concern. I did not have any unfortunate experience. I did
not experience any inconvenience. And what 'avoid similar incident' are
you talking about? I suppose you did not read my letter and just
automatically copy pasted the reply template and edited the name of the
letter sender and the dates.
My question is why is there no more special barbecue sauce that goes with
the Chicken Barbecue?
Yun lang. Wala nang iba.

I'm so disappointed.
And yes, I'm still not going back to Jollibee unless I get a decent answer,
and if I'm satisfied with it.
I have a niece who's celebrating her birthday on May, and Zoe (the one I
mentioned in my first letter in case you want to read it again) in July. For
now, I guess no more Jollibee parties for them.

Mel

On Thu Mar 18th, 2010 6:47 PM PHT jollibee care wrote:

Dear Mel Beckham,

Thank you for taking time to write to Jollibee.

We do apologize for the inconvenience. Effective February 1, 2010, we
already phased out our Java Rice & BBQ sauce. Chicken Barbecue is now being
served with Plain Rice & Toyo-Calamansi. So that we will be able to lower
our prices & make the Jollibee Chicken Barbecue more affordable to our
valued customers.

Regarding Toyo-Calamansi, based on our research studies, majority of
customers preferred the soy sauce and calamansi as accompaniment to the
Jollibee Chicken Barbecue.

We still forwarded your feedback to the parties concerned. Thank you very
much.

Sincerely yours,

Kathy Manganti
Customer Care

On Thu, Mar 18, 2010 at 6:57 PM, Mel Beckham wrote:

Thanks for the immediate reply.

Based from the feedback that I got from my friends, colleagues and comments that I got from my blog post, they liked the sauce much better compared to the toyo-calamansi.

Maybe the sample group you tested wasn t the right one?

I don t know.

I suggest though that the Jollibee customer can have choices for the Chicken Barbecue, either the sauce or the toyo-mansi. Considering that the price of the sauce is a bit higher than the toyo-mansi, why not charge extra? I would pay extra just to have the perfect sauce for the Chicken Barbecue.

Really.

I hope you reconsider my request.

Thanks a lot.

Mel

On Thu Mar 18th, 2010 7:08 PM PHT jollibee care wrote:

Dear Mel Beckham,

Your comments and suggestions keep us aware on areas in which we may need to improve to serve you better.

You can be assured that your suggestions will be shared with the management team. Truly, your feedback will highly be appreciated.

We do love to hear feedback from our customers -both positive and negative. It gives us a chance to always be upgrading our services to you. Thank you for sharing your thoughts with us.

Again, thank you for the feedback. Rest assured that we will do our very best to keep up with your expectations.

Sincerely yours,

Kathy Manganti
Customer Care

At diyan nagtatapos ang aking kabanata with Jollibee. Hahaha!
Anyway, patuloy pa rin ang inyong lingkod sa hindi pagpunta hangga't hindi pa naibabalik ang favourite kong sarsa.

Magtitiis muna ako, pati na ang mga pamangkin ko.