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McDonalds and the 30 second promise

This is the letter that I sent to McDonald's this morning (twice actually) after a particularly frustrating trip through their drive-thru.


December 11, 2002


TO:
Jack M Greenberg, CEO
McDonald's
McDonald's Plaza
Oak Brook, IL 60523

FROM:
**snipped my personal info from here**


RE: PLANETFEEDBACK REFERENCE NUMBER 1930715

Dear Mr. Greenberg,

I'm writing to bring your attention to a problem with the wait
time at McDonald's. The restaurant I'm referring to is at 1203 E. Virginia Avenue, East Point, GA 30344-5211.

During my visit to McDonald's today, the timer in the drive-thru window ran down to zero, and I was still waiting for my food. When my food finally came (about 60+ seconds later) I requested my free burger card. I was then informed that the "30-second" rule only applies between the hours of 7AM and 7PM. None of the signs posted at the drive-thru window indicated this to be true.
When I asked if this was in writing anywhere, the drive-thru
attendant said it was "on the back window". Also, the clock in my car said "7:12", and when I mentioned this to the drive-thru attendant, he walked away (apparently checking his own clock) and returned to tell me that HIS clock said "6:55".
It seems this McDonald's employee was extremely committed to NOT giving me one of these coupons - and was willing to go to great lengths to ensure I wasn't entitled to one. I don't know if McDonald's employees are penalized if they give away the free burger coupons or not - if so, it seems this employee was very busy fighting against this punishment. If employees are not penalized for giving away these coupons, then this employee's loyalty to McDonald's and what he thought was right has changed what I thought was a very creative program for McDonald's into to something that seems like a scam.
To add icing to the cake, when I arrived at my destination to
eat my egg & cheese biscuit with hash brown, it turns out that my order was filled incorrectly.

It's unlikely I would consider dining in your restaurant again. Also, I probably won't be recommending you to people I know.

Here is how I would like you to address my complaint: If the
"30-second" rule only applies during certain hours, then I believe this needs to be part of the signage on the drive-thru window, and the timer needs to be turned off during non-applicable times.
In addition I believe I am entitled to at least one free burger card, and would like to be reimbursed for my breakfast.

Thank you for your attention to this matter. I hope to hear from you very soon.

Sincerely,
*****

Comments

( 3 comments — Leave a comment )
angel156
Dec. 11th, 2002 05:57 pm (UTC)
Interesting
My brother in law is a VP at McDonalds in Oak Brook. I am going to ask him what they do about letters like this. I suspect it would depend on if it was a franchise location or a corporate store. Also, I had to wait for a parfait the other day and got a coupon for a free value meal and they were extremely appologetic, so perhaps it was just this location.
angel156
Dec. 11th, 2002 05:57 pm (UTC)
Interesting
My brother in law is a VP at McDonalds in Oak Brook. I am going to ask him what they do about letters like this. I suspect it would depend on if it was a franchise location or a corporate store. Also, I had to wait for a parfait the other day and got a coupon for a free value meal and they were extremely appologetic, so perhaps it was just this location.

Also I think Jack Greenberg just resigned as CEO.
enjoybeing
Dec. 12th, 2002 03:57 am (UTC)
Re: Interesting
Let me know if you find out anything...
I sent them this letter via email, and also went to the comment section of the McDonald's website and posted pretty much the same thing...
One of the things we struggle with at my company is consistency across our system... So that our customer receives similar service thru-out... Because you never know when someone is using your service for the first or last time, and that may be all they know about your business...
The whole thing just really put a bad taste in my mouth (forgive the pun).
Thanks for looking into it!
( 3 comments — Leave a comment )

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