PFB Investigates - Papa John's Poor Customer Service - The Next Chapter

If the company acknowledges what they're doing wrong, they then have a
better chance of building something solid.

That didn't happen here. I admit I didn't hear the voicemail because I
can't do so at work and my home computer won't let me. But I can
imagine how the call sounded because I've been on the receiving end of
those types of calls before. And after the breakdown in the first
letter, I can see this call being perceived as almost insulting.

I'm not just siding with Greg because he's Greg of PFB; I'm also
siding with him because I've gone through similar situations, most
notably with AT&T two years ago. I won't bore you with all the
details, but in short, my husband and I decided to bundle our AT&T
services (cell phone, Internet, land line) and in the process get a
new cell phone for my husband. Three months later (it might've even
taken longer than that), it still wasn't resolved. Everyone I spoke to
was nice, and I admit they tried to be helpful. But they were
completely clueless as to what was going on, and each time we got a
different answer for our situation. The pleasantness on both ends of
the phone still didn't resolve our frustration.

Two free calzones are nice, but they don't fix the breakdown in
customer service. To do that, the company has to acknowledge there is
one.

Seems they are still not wanting to discuss the original issue. But
they are willing to sweep this under the table for two free calzones.

From the tone of "Luis'" voice he sounded bored like it was an effort
to say he would call you back when you could discuss this issue
together, Instead he chose to brush you off and figure two calzones
will bring your business back.

WTG Papa John's...great way to show how little you think of your
customer and their inquiries/questions.

Well, I think that the two free calzones is more than fair, but the
man sounds like hes in pain just making the call.

I can't listen to the voicemail at work, but my opinion thus far is
this: I"m always surprised when a business OWNER doesn't act like a
business OWNER.

I think, at this point, they have written you off.

They SHOULDN'T do that, of course. But I'm guessing they have.

As for the voice mail from the franchisee: every customer is
different. I'll bet there are plenty of people who would be happy to
get the 2 free calzones. Others would be upset that the voice mail
didn't carry any form of apology or ownership for the problem. Some
might want more than 2 calzones and feel that, if only they offered 10
calzones, all would be right. Others wouldn't be happy with anything
short of the bad employee being fired.

Me, I'm not big on the need for the word "sorry," but I know many are
and this voicemail is not going to work. For me, I'd want the
franchisee to explain to me why this happened and to tell me what he's
personally doing to ensure it doesn't happen again. And I'd want to
talk to the business development guy, to get him to give me the same
explanations.

But that's me. And every customer's needs are different.