Post # 152 - Nestle Aero - Why Are The British So Angry At Us? 7/29/2010

Dear Nestle,

Why are you being so difficult?

People in the United States love your delightfully textured Aero candy confections. Why do you make us fly on jets to the UK, and smuggle them back in our drawers, only to find that they’ve melted when we’ve been “let back in”?

Why don’t you make these in the United States? It comes down to dollars and cents. People in the US love Aero Bars. You could make an even larger fortune.

I realize that you manufactured Aero Bars in the 1980’s. We were all too busy playing Pac Man and solving Rubik’s Cube. Have you seen us lately? We’re a nation of large people. We market Kit Kats as a morning coffee accompaniment, why not Aero Bars?

Let’s cut the crap. You’re still bitter about the Revolutionary War. The Declaration of Independence. The fact that your biggest rock groups came over here to avoid taxes and party with our groupies and hippies. Which is it? Or is it all of the above?

You’re holding back. We gave you fluoride. It’s your turn to give back.

What do you say?

Sincerely,

Jerry
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002758954A 29 July 2010

Dear Jerry

Thank you very much for your email. Unfortunately Aero is not currently exported to the USA. Whilst sales do well here, consumer research shows that the amount of interest would not justify the high demands required in production to ensure the good value consumers deserve.

Our experience of how brands perform in various markets suggests that consumer tastes can vary considerably between different countries.

Because of this, Nestlé USA Inc are responsible for the import and distribution of our products in the USA. Their contact details are: Nestlé USA Inc800 North Brand BoulevardUS - GlendaleCA 91203Telephone Number: 001 818 549 6000Fax Number: 001 818 549 6330

Alternatively, you may like to try the following Websites that provide British goods to consumers abroad: http://www.expatboxes.com/
http://www.britishmailorder.com/
http://www.britsfood.com/

We are sorry we cannot be of further help, but hope that you can appreciate why we took this decision. Thank you again for taking the trouble to contact us. We are grateful for the interest you have shown in our company.

Yours sincerely
Paul
Consumer Relations Executive

Consumer Services

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Post #7 - Nestle Coffeemate Creamer Bottle Design Flaw - 8/26/2009

Yesterday, my cousin brought a design flaw on the Nestle Coffemate Creamer Bottle. He pointed out how the fancy, decorative spout doesn't work properly. He isn't really a Nanny.;

My letter, sent 8/26/2009:

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Dear Nestle,

I love nannying. I nanny like no other. The other nanny bowed to my “nanniness” during Nanny Monthly Happy Hour Mixers. For 13 years, I nannied an upper class family--three kids between the ages of fourteen and three. The Hamptons worked long hours as restaurateurs, keen on getting the leading edge in the claw grabber market. I could anticipate and treat a child’s cold before the kid even knew about it. Bathroom schedules, bedtimes, allergies all became second nature. But that’s all in the past.

The Hamptons were eager to adopt a beautiful Malaysian infant. They were on a waiting “list” for four years. When they finally got a “nibble”, they asked me to prepare for an in-home visit from a third party. This was a standard, but critical step in the adoption process. Everything HAD to be perfect—first impressions were everything.

I prepared a lovely brunch—fresh pineapple, bananas, orange slices, tiny quiches, bagels with three cream cheeses and lox, yogurt, and a rainbow of muffins, including brannies, in case Ms. Zeebles had digestive issues. Mr. Hampton also requested gourmet coffee and real cream. As I passed through the grocers, I saw “real cream”. I also saw a product made by THE greatest Chocolate producers on the planet. That’s right—Nestle.

I snatched up three elegant looking Nestle Coffeemate creamers—Fat Free Hazelnut, Belgian Chocolate Toffee, and Tiramisu. I rushed home like I had an A on my spelling test. I proudly placed your creamers out with the other items—sort of the crowning jewel in my Nanny Flurry of Brunch Excellence. Only, your crowning jewel has a terribly designed pouring mechanism that spewed creamer all over Ms. Zeebles’ hideous power suit.

Ms. Zeebles was embarrassed. This threw Mr. Hampton into a tizzy—the stress of four years took its toll. Hampton berated me. Ms. Zeebles took a break from blotting her creamer stains, to jot some negative notes. Zeebles rejected the Hamptons, and Ned Hampton fired me on the spot.

I want a written explanation. Who designed that crummy spout? What gives you the right to branch out from what you do best—chocolate, and make something outside of your field of expertise? Do you see the Oreo folk designing rockets? I don’t think so. I’m really miffed. And really hungry, since I don’t have any income. I should have grabbed a brannie on the way out!

Sincerely,

Jerry
(Former) Nanny to the Hamptons
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8/27/09 Response from Beverly, Customer Response Representative at Nestle

Dear Jerry,

Thank you for contacting Nestlé® Coffee-mate® Non-Dairy Creamer regarding your leaking cap. We appreciate your feedback. Your feedback plays an integral role in our ongoing efforts to further improve our products and services.


We recently made improvements to our packaging including the addition of a pull tab. We have heard from some consumers that the new package is leaking between the cap and the bottle. We are currently working to improve this and appreciate your patience. A revised red cap will be out in the marketplace very soon and will reduce the leaking issue.


Regarding the leaking, it’s not necessary to shake the product each time you use it. Please shake it well before removing the safety seal, and then it doesn't need to be shaken again. You can "swirl" the product in the bottle, if necessary. If you shake it every time, the liquid will pool in the tear-drop in the lid and leak down the back of the cap near the bow-tie hinge. This may also cause the lid to "splash" or "spit" when it’s closing.


We apologize for any inconvenience this may have caused and we would like to assure you that we have reported your comments to our Marketing department. We are committed to providing you with products that live up to your high standards for taste, quality, nutrition and enjoyment - in short, "the very best."


You are a valued customer and we feel confident that you will be completely satisfied with our product in the future. You can expect to receive a follow up letter from us via regular mail containing full value coupons towards a future purchase. Please allow seven to ten business days.


We appreciate your interest in our products. Nestlé is the world's foremost Nutrition, Health and Wellness company beginning in 1867 with infant formula and now manufactures many products including but not limited to chocolate. Please visit our website to learn more about our products at www.nestle.com.


Sincerely,
"Beverly"
Consumer Response Representative
Ref #:16948789
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Dear Beverly,

Thank you for all of the tips. I don’t have a bottle of your creamer in front of me, but I’m betting the instructions are right there on the bottle, and Ms. Zeebles didn’t read them prior to “creamerizing” her beverage. In fact, I’m betting that with your bottle, I have the makings of a wrongful termination case on my hands!

And thanks as well for the offer of coupons. Coupons are always welcome when you’re unemployed!

Most of all, I like that you’re admitting there’s an issue, and that your research and development team is working overtime to fix it!

Again, I appreciate your response.

Sincerely,

Jerry
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Note from Beverly, Nestle Consumer Response Representative, dated 8/27/2009

Dear Jerry,

Once again, thank you for contacting Nestle Coffee-mate Non-Dairy Creamer. This is a follow-up to our recent email correspondence.

As promised, enclosed is compensation for your unsatisfactory purchase. We regret the occurrence and are grateful for you bringing it to our attention. Please be assured that our quality assurance people have been notified of your report.

We value you as a customer and appreciated the opportunity to respond to your concern. We trust you will be completely satisfied with our product in the future.

Sincerely,

Beverly
Consumer Response Representative
Ref#16948789


Enclosed: three coupons for creamer, up to $2.99 per coupon
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Dear Beverly,

I appreciate the coupons. I presented them to Ned Hampton, and he rehired me on the spot. I will be “creamer-izing” all future Hampton coffees, and wearing a bib.

In your note, you state that you’re contacting the quality department. I thought that we agreed that the spout is a design issue. Any discrepancy between your special directions, and what’s on the side of the bottle, that would be up for debate—quality or design.

Thanks again!

Jerry
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September 2, 2009

Dear Jerry,

Thank you for taking the time to contact Nestlé® Coffee-mate® again. We welcome questions and comments from loyal consumers and appreciate this opportunity to assist you.

We are pleased that you and Ned Hampton enjoyed the coupons we sent. We would like to assure you again that we have reported your comments to our Marketing department.

We are committed to providing you with products that live up to your high standards for taste, quality, nutrition and enjoyment - in short, "the very best."

We appreciate your interest in our products and hope you will visit our website often for the latest information on our products and promotions.

Sincerely,
Beverly
Consumer Response Representative
Ref #:16948789

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