DewTube Update: PepsiCo's Customer Disservice

01/19/2007

DewTube Update: PepsiCo's Customer Disservice

After sending emails to mmand86 and Mountain Dew, Sue Teller's daughter sent me Sue's real name and contact information. I forwarded it to the Tonight Show's talent coordinator. We'll see what happens.

The real story here comes from PepsiCo, Mountain Dew's parent company, and its silly, inconsistent customer service.

Mountain Dew’s Help Page is all about being cool with rounded corners and a spooky, talking customer service animation named Jack. Jack hails from the aptly named Oddcast.

After giving me the heebie jeebies, Jack sent me to an e-mail form at PepsiCo's site to pose my question to the mother ship. Fair enough. After telling PepsiCo the particulars, I and included a link to my blog post and my work contact information (to give them a more credible email addy). I made it clear that the Tonight Show wants to have their unique spokesperson on their show.

A few hours later, PepsiCo responded. I was impressed until I read the email.

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A Message from Consumer Relations 011187727A

Ms. Kevin Dugan
WORK MAILING ADDRESS
Cincinnati, OH 45202

Dear Ms. Dugan:
Thank you for taking the time to contact us here at Pepsi-Cola Company.

We thank you for your interest in our company. To further pursue your request, we suggest your sending a written proposal to the following address:

Ms. Tricia Lynch
Pepsi-Cola North America
700 Anderson Hill Road
Purchase, NY 10577

Again, thank you for contacting us, and we wish you the best in all of your future endeavors.

Terri Maini
Consumer Relations Supervisor
[email protected]
011187727A
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What What? She's a man baby!

Actually, that's not a big deal. I can take the hit. But submit a written proposal? It reminds me of AT&T's fabled, and now ancient, "Put it in Writing" ads. Um, thanks for the uptight, legal-approved letter. But I'll pass on the homework assignment.

This response gets points for being sent so quickly. But the low tech answer is a joke. It’s an example of what can happen if you do not have a corporate personality. It comes off less than genuine to say the least.