McDonald’s (McDonald’s Canada) used to be a Lovemark to me but not anymore. I used to expect the highest standard of operations (I am not saying food quality because you can always pay more for higher quality food or pay similar price to get different food) from the NYSE listed McDonald’s Corporation (valued at ~US$98 billion on Aug 19th, 2016 market closing price).
But LOVE is fleeting thing even I have a long history of admiring McDonald’s.This is a sad day for me as I read and studied the McDonald’s founder Mr. Ray Kroc‘s inspiring autobiography “Grinding It Out: The Making of McDonald’s” in the late 1980s! Mr. Kroc has inspired me to think entrepreneur’s great ideas can come at all ages like Ray’s idea to buy the McDonald’s franchise idea from the McDonald brothers (Richard and Maurice McDonald) came when he was in his 60s! Since Mr. Kroc did great things in his 60s, it is not too late for others to try to achieve great things later in their lives!
Some of the weakness and problems of McDonald’s Canada were exposed by two simple & cheap ice cream cones bought in Calgary, Canada on 2016 Canada Day, a day of celebration! Let me be clear, and I will repeat later to emphasize, I don’t want anyone be “reprimanded” or “punished” but I do want people to be better trained.
Ugly, Unprofessional, and Small
The ice cream cones looked ugly, very unprofessional, and small! When I complained to the nice automated-terminal helper person, he saw the problems with the cones and he was very nice and professional and took it up to his manager in charge to try to help us.
Customer Services Failures – Twice
Unfortunately, his manager saw there were no problem. The manager saw it neither as ugly nor small and indicated no need to fix anything. I originally had kept the receipt and thought of complaining just to see if McD has great customer services as I would expect but I gave up at the end. Until today when someone else complain about their food problem (accidentally tagging me) and that reminded me of my own McD problems and I thought of why shouldn’t I expect excellence from McD?
So I tweeted my complain and heard nothing back. So I called the 1-888-424-4622 help line and talked to an agent named Carl (?) for half an hour and discovered that he could only offer an ~$2 McFlurry (something I don’t eat) to compensate us for the troubles! Not even a Big Mac meal which needs special approval and someone will “call me back in 5 days” which is not acceptable as I have a few minutes now but not in 5 days whenever McD has time!
And to my surprised, I found: 1) there were only five reps working at the whole of McDonald’s Canada customer service centre, 2) the manager in charge is in a “meeting” and is not available, 3) as I pointed out previously, the front line customer service reps authority to “do the right thing for the customer” ends at an~$2 McFlurry!
To highlight the issues, I’ve since then posted my concerns to public Facebook pages of McDonald’s Canada and McDonald’s (corporate HQ) with no responses received at press time (as expected). At this point, I expect NO customer service from McD.
We have mostly STOPPED eating hamburgers at McD as we LOVE the handcrafted never frozen Five Guys Burgers and the great services plus free peanuts there! But McDonald’s will always remain a part of our childhood memories. And the price is right for the ice cream cones only if we tolerate the sometimes unprofessional products and sometimes refusal to correct any problems. Let me be clear, many other McD managers or supervisors will do the right thing for customers when they complain.
The problem to me is that McD is a multi-billion dollars corporations with its own McD University! Beginners/Novices problems should NEVER have occurred at McDonald’s and let alone at the frequencies I have personally experienced in the last months and years!
Dear McDonald’s (McDonald’s Canada) , I used to love you and treated you like a Lovemark! No More! Mr. Ray Kroc would be rolling in his grave if he had known how low had the management team of McD has sunk!
McD as a brand worthing about a ~$2 McFlurry, this must be a new low even for McD!
Again, let me be clear, I don’t want anyone be “reprimanded” or “punished” but I do want people to be better trained and customers to be treated right!