I’m still not McDonald’s.


The McDouble, a cheeseburger from McDonald's.

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Have you heard that I’m not McDonald’s?  I decided to write to my new friends in McNeed, and I got a great response out of Harmony.  She is apparently convinced that I am McDonald’s.  I got a somewhat puzzling response from Scott, the manager of the Canonsburg store.  I’ll share what’s transpired.  This is me, trying to clear up the message…

From: Waldo Lunar <world.and.lunar.domination@gmail.com>
Date: Thu, Sep 1, 2011
Subject: AiXeLsyD13 / W(aL)D – I’m not McDonald’s
To: krebs955@gmail.com, shovelman11@yahoo.com, pastorskid_tiwtc4u@yahoo.com
Cc: pit.05834@us.stores.mcd.com, Ella Jones <Ella.Jones@us.mcd.com>, info@westliberty.mcdtoday.com, sandra.jaeger@gmail.com, skausky33@verizon.net

Hello Harmony, Shirley, & Amber,

 Thank you for taking the time to write to me!  While I understand your frustrations with your McDonald’s visits, I have to say… I am not McDoanld’s.

 I’m not sure how you all arrived at using the contact form for my website whilst thinking the message was going to McDonald’s.  While I applaud your vigor, it is sadly misdirected.  I do however feel that it would be an injustice if I left the messages fall upon deaf ears (or blind eyes as it were).  So, I am copying this message to the known addresses of several people representing the McDonald’s location on West Liberty Avenue in Dormont.  Hopefully they will follow-up with you directly about your respective incidents; runny oatmeal, lack of napkins & ketchup, lackadaisical manager (Jeff), and all.  Chaos apparently still abounds at this location.  It’s been quite some time since I have been there.

If you’d like to know what I’m talking about, or where this email is from… I encourage you to check out my blog:  I AM NOT McDONALD’S.  It also contains other avenues to explore (namely Twitter) should this email prove to be no help.

Until then, since the nearby Wendy’s is under construction and possibly worse than this McDonald’s, I encourage you to try Dormont Dogs, SLICE on Broadway, or Tom’s Diner.

Good luck in your journey form consumer advocacy to customer satisfaction, may you be amused along the way, & find what you’re looking for eventually.  Consider me your GPS.

 Don’t argue with the Garmin,
-ERiC AiXeLsyD
World (and Lunar) Domination

Simple enough, right?  Harmony is not convinced:

From: krebs955@gmail.com <krebs955@gmail.com>
Date: Thu, Sep 1, 2011
Subject: Re: AiXeLsyD13 / W(aL)D – I’m not McDonald’s
To: Waldo Lunar <world.and.lunar.domination@gmail.com>

That is interesting since your e-mail address is on the receipts there lol.

It was almost immediately followed by this:

From: krebs955@gmail.com <krebs955@gmail.com>
Date: Thu, Sep 1, 2011
Subject: Re: AiXeLsyD13 / W(aL)D – I’m not McDonald’s
To: Waldo Lunar <world.and.lunar.domination@gmail.com>

Thanks for the helpful info though.

Can someone get me a receipt from that place, just so I can be sure?  I’m guessing that Harmony is using a phone, and thought she emailed Ella Jones… & didn’t realize she was using my contact form.

I’ve had positive interactions with Mr. Kausky before.  Apparently my repeated use of “I am not McDonald’s” pushed a button.

From: Scott Kausky <skausky33@verizon.net>
Date: Wed, Aug 31, 2011
Subject: Re: AiXeLsyD13 / W(aL)D – I’m not McDonald’s
To: Waldo Lunar <world.and.lunar.domination@gmail.com>

Dear Sir,

I am also NOT MCDONALD’S.   I do however, represent the Canonsburg McDonald’s.  I can assist you with anything from that perspective.  I might suggest however, to take the time and thank a soldier that gives us the freedom to criticize in the land of the free and be thankful that we can peacefully drive down the street and stop by and pick up a quick meal if one so desires.

 Thank You.

Scott is apparently unamused by my insolence.  The reason I copied him is that he’s the only one who gave a response before, and seems to actually take pride in his store.  I believe it also helped get a response from Ms. Jones.

I don’t know where thanking a soldier came into play.  I never voiced any disrespect for the government or military.  Both of my grandfathers fought in WWII, my dad served in the army, and I have uncles that served in the Marines & Air Force… as well as many other friends & extended family members who have served in active duty much more recently.  I appreciate all of their service, and the fact that I’m here and able to whine about the quality of fast food service because of them.

If we’re invoking patriotism inappropriately here: Maybe the next time a McDonald’s employee is screwing up an order, they should thank a soldier that they have the freedom to screw up that order.

I haven’t written back to Mr. Kausky yet, but I did fire this off to Harmony & company:

From: Waldo Lunar <world.and.lunar.domination@gmail.com>
Date: Thu, Sep 1, 2011
Subject: Re: AiXeLsyD13 / W(aL)D – I’m not McDonald’s
To: “krebs955@gmail.com” <krebs955@gmail.com>
Cc: shovelman11@yahoo.com, pastorskid_tiwtc4u@yahoo.com, pit.05834@us.stores.mcd.com, Ella Jones <Ella.Jones@us.mcd.com>, info@westliberty.mcdtoday.com, sandra.jaeger@gmail.com, skausky33@verizon.net

Hello again Harmony,

No problem for the contact info, good luck in your quest for customer satisfaction!

But, I must say that I’m confused.  You didn’t email anyone, you used the contact form at my website: https://aixelsyd13.wordpress.com

Is that what appears at the top of the receipt?

I’m guessing that more than likely it says “ella.jones@us.mcd.com” at the top of your receipt.  I’m not Ella Jones.  You didn’t email me.  You didn’t email Ella Jones.  You did a Google (or Bing) search for the email address, and landed on my page.

If it does say “https://aixelsyd13.wordpress.com” at the top of a McDonald’s receipt, I’d love to see a photo of that.

Rock on!
-Eric

No response as of yet from Harmony, Shirley, or Amber (who all thought or still think that I was/am McDonald’s) …and of course as expected no response (to me anyway) from Ella Jones, Sandra Jaeger, Rick Sapko, or anyone representing the West Liberty Ave. McDonald’s.

Should I write back to Scott & try to clear things up?  Should I leave well enough alone?  I know that pressing Sandra, Ella, & Rick will get me nowhere.

I AM NOT McDONALD’S


I am not McDonald’s.  I’m just sayin’.  This isn’t the 1st time this has happened.  I got this message in my inbox today:

From: Harmony Krebs <krebs955@gmail.com>
To: me_at_my@email.addre.ss
Sent: Wednesday, August 31, 2011 6:59 PM
Subject: W(aL)D Feedback

Name: Harmony Krebs

Email: krebs955@gmail.com

Website:

Message / Comment: First, the oatmeal was filled to the top with water and extremely runny. The order taker didn’t offer a mango pineapple smoothie, and when I went back up to order an additional sandwich and small rolo mcflurry, it took 15 minutes to get them. There was only one guy taking orders, while 3/4 of the crew members were over by the drive through just talking and congregating.

How’d you find my blog?: It was on my receipt.

Time: Wednesday August 31, 2011 at 6:59 pm

IP Address: ##.###.##.###

Contact Form URL: https://aixelsyd13.wordpress.com/contact/

Sent by an unverified visitor to your site.

Odd.  You may remember this gem:

From: shirley kelly
To: me_at_my@email.addre.ss
Sent: Tuesday, August 2, 2011 7:33 PM
Subject: W(aL)D Feedback

Name: shirley kelly

Email: shovelman11@yahoo.com

Website:

Message / Comment: went in Imperial store on Aug. i,2011, the service was horrible . They acted  as if they were doing us  a favor by waiting on us .There were no napkinks out , no containers for ketchup  both myself and  another had to ask for napkins,  when they gave them to us  it was like an effort to do so  The management at night is horrible

How’d you find my blog?:

Time: Tuesday August 2, 2011 at 7:33 pm

IP Address: ###.###.###.###

Contact Form URL: https://aixelsyd13.wordpress.com/contact/

Sent by an unverified visitor to your site.

Really weird.  I AM NOT MCDOANLD’S.  I think I see what’s happening here, at least with the message up top.  See if you can follow along with me…

  1. Where I started my “WTF?” journey was the line “How’d you find my blog?: It was on my receipt.”  Um, I highly doubt that https://aixelsyd13.wordpress.com was on your receipt.  So, we go to the next step…
  2. The WordPress stats page is awesome.  The only McDonald’s-related search term that landed someone on my blog today was “ella.jones@us.mcd.com“.  Avid readers know that Ms. Jones’ email address does indeed appear at the top of a receipt.
  3. What we’ve learned is that Ms. Krebs above has typed “ella.jones@us.mcd.com” into Google, and discovered my blog.  Luckily for Ms. Jones, the 1st for things that pop up (today anyway) send people to my blog.
  4. Here is where we have to make some educated guesses.
    1. Ms. Krebs thought that all my ramblings about McDonald’s were some sort an official complaint form.
    2. Ms. Krebs is unable to distinguish a web browser from a mail client (or webmail, as it is a Gmail address), or an email address from a URL, which could break down (even further) to…
      1. She thought ella.jones@us.mcd.com was a url, and the contact form on my site was to contact McDonald’s.
      2. She thought that by typing the email address “ella.jones@us.mcd.com” into the Google or Bing search bar, she was indeed sending an email.
    3. Ms. Krebs thought she was commenting on my blog, & instead of using the “Leave a Reply” box at the bottom, she hit the contact link at the top.
    4. Ms. Krebs has a Smartphone, and no idea how to use it.

That was fun, wasn’t it?  Do you think I’m close?  I may have to change to look of my comment page to let people know who I am, and that I am not McDoanld’s.

I do love the interaction.  As a blogger I feed off of comments, replies, and feedback.  I do appreciate & empathize that you were so wronged by McDonald’s that you feel the need to express your frustrations via written electronic communication.  I totally get that.

If you have had a bad experience, and want to vent… please, I encourage you to share the experience (hopefully with a humorous bent) here with me & all the other people who’s McDonald’s-related Google and Bing searches have led them to my humble corner of the internet.

That being said, there are a plethora of comments on my blog: A day in the life of McDonald’s #5834 (West Liberty Ave. – Brookline/Beechview/Dormont)

A lot of those comments seem to be directed at McDonald’s.  I am not McDonald’s.  I try to reply to each commenter to let them know where to direct their anger… but they must not have checked the “Notify me of follow-up comments via email” box while they commented or ever check back, because they never seem to get my reply.

Wow.  As, I’m typing this blog… I got something in my inbox that is so amusing I’m going to pee my pants:

From: Amber Ross <pastorskid_tiwtc4u@yahoo.com>
To: me_at_my@email.addre.ss
Sent: Wednesday, August 31, 2011 10:01 PM
Subject: W(aL)D Feedback

Name: Amber Ross

Email: pastorskid_tiwtc4u@yahoo.com

Website:
Message / Comment: Hello, i would like to inform you that i have visited your store twice today and both times the service has been extremely slow and very disappointing.  Both times i have waited twenty minutes in line and both times it was for something small. The line had at least eight people in it, that were not helped and the manager (Jeff) was at the drive thru window drinking a pop and not caring that people were waiting. i also would like to inform you that i will not be returning to your store along with my entire family. Thank You.

How’d you find my blog?:

Time: Wednesday August 31, 2011 at 10:01 pm

IP Address: ##.###.##.###

Contact Form URL: https://aixelsyd13.wordpress.com/contact/

Sent by an unverified visitor to your site.

Seriously?  Is someone playing a joke on me, or is my website really at the top of McDonald’s receipts?  Ha ha.

I hope your disgruntled McSearch leads you here, because, I’d like to let you know that (say it with me)

I am not McDonald’s.

If you would like to read my McDonald’s-related ramblings, may I suggest the following?

If you’d like to contact McDonald’s, there’s a myriad of ways you can do so, although I cannot guarantee you a satisfying reply (or a reply at all):

McDonald’s #5834 (West Liberty Ave.):

McDonald’s #4856 (Canonsburg):

The McDonald’s Twitter Team plus a few more:

Here are even more contacts, gathered from my Comments:

Oh man, I forgot about this genius:

jeffrey s miller jr | December 17, 2010 at 12:51 am | Reply | Edit

I was very unhappy with my visit from store 10848 delmont 6526 route 22 pa the servise was the worrise that i ever had and i had only had three things two frys and a fish sandwitch and i had a pice of chees on mu fish and the frys where cold and when i asked for ketchup they said i had to pay for it pleas email me back or i will call and complaine

Jeffrey; I am not McDonald’s.  While we’re at it… “sandwitch” & “complaine“?  …and “worrise“?  You clearly have issues to address, my friend.  Best of luck with that.

Wow.

Please, share your experience below (but, note… again, that I am not McDonald’s)!

I’d also love any theories on how/why peopel are using my contact form and comments sections… thinking I’m McDonalds.  (Which I’m clearly not.)

The McSaga Continues (…A reply from Ms. Jones!)


Perhaps this is the end more than a continuation.

I wrote back to Mr. Kausky & received another reply.  I pushed again with Kty_McD and received an actual reply from Ella Jones at Mc5834.  Perversely, I hope when I read in the seething anger between the lines that I’m not wrong.

I’ll try to lay it out in Chronological order…

from ERiC AiXeLsyD world.and.lunar.domination@gmail.com
to Scott Kausky skausky33@verizon.net
date Mon, Jul 26, 2010
subject Re: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by gmail.com

Hello Scott,

I would like to first thank you for your replies.  I can tell by the look of your location and the attitude of the employees that great pride is taken in the operation of your McDonald’s.  Your emails have confirmed it!  I’m generally amazed at how quickly I can get in & out of the Canonsburg location at lunch time when it is usually quite packed.  Quality/taste of the food aside, generally one goes to McDonald’s with convenience and speed being at the top of the priority list.

I was hoping to write back to you to tell you that I had been contacted by Ella Jones or someone else at the West Liberty Avenue location… but I cannot.  I didn’t want to wait too long in replying to you to say thanks.  Thanks for proving that all McDonald’s managers/owners/operators/customer service reps are not apathetic, and thanks for your involvement in perusing this customer service issue which is mostly unrelated to you!

I have also followed up via the contact form at the McDonald’s website, and with a Katy (@Kty_McD) via the McDonald’s Twitter Team.  Both to no avail thus far.  They must really have issues other than the obvious over in Beechview if they’re not even responding from other franchise owners or from a corporate push.  I can tell you that they have received my last dollar, no matter what the outcome.

I hope that no offense is taken when I say that you seem to operate more like a Chick-fil-A manager than a McDonald’s manager.  I hate to stereotype, but they generally have a more pleasant disposition as a fast food chain.  They also respond quickly and positively to customer service related emails.  They usually have quite the hands-on approach in special promotions every night of the week and the way things are run.

Your drive-thru traffic direction cones/poles are a great idea… I don’t know why they’re not standard issue in all split drive-thru locations.  It’s amazing that people would cut up and around.  Are they totally blind to the lines on the ground?  I’m always amazed at how some people think that they’re better than the rest of us, or the rules don’t apply to them.

I hope that you’re able to push the inside queue line issue with success in the future.  I certainly don’t see anything wrong with it.  It works for amusement parks, the bank, Wendy’s, & Burger King.  With the multiple entrances in your store, and with people standing back waiting for their orders to be filled, it can be quite confusing to know who’s next.

I will keep you posted on a resolution with store #5834 (if there ever is one), thank you for your time & effort!

-Eric

And then..

from Scott Kausky skausky33@verizon.net
to ERiC AiXeLsyD world.and.lunar.domination@gmail.com
date Mon, Jul 26, 2010
subject Re: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by verizon.net

Eric,

Thanks again.  It amazes me because they would be all over us, (the operator) community if any complaints are not closed out.  I have placed a follow up email to  our business consultant.  One day, when I work my way up to president, I’ll have a direct line to my office.  I understand that everyone is busy, but at the end of the day, its the customers like you who put the pay in payday.  If I can ever assist you in the future, please feel free to contact me.

Sincerely,
Scott Kausky
General Manager

Scott is all over that!  I seriously wish him luck in is race to become McPresident, and I hope he gets those queue lines installed.  It keeps one grounded to know that your pay is ultimately coming from customer satisfaction.

Here’s the reply that we’ve all been waiting for (apparently it was emailed to my alternate email address on Thursday… still over 2 weeks after my original message):

From: Jones Ella <ella.jones@us.mcd.com>
To: World(andLunar)Domination <worldandlunardomination@yahoo.com>
Cc: “West Liberty (pit.05834@us.stores.mcd.com)” <pit.05834@us.stores.mcd.com>
Sent: Thu, July 22, 2010
Subject: RE: A day in the life of McDonald’s #5834 (West Liberty Ave.)

Hi Eric,

Thank you for taking the time to communicate about the West Liberty McDonald’s.    Something will be done about the Jiffy Lube.  We are waiting on a new tenant.  The building interior choice was made based on what some customers like.  I understand not all customers like it and your feedback will help McDonald’s as they plan to design other locations.  Thank you for the feedback.

We are working on the speed issues, the food quality issues, and the customer service issues at this location.  We have support coming in to help us become the “well oiled”  operation that we need to be.  Thank you for taking your time to point out our issues—this certainly helps us get better.

Sincerely,
Ella Jones

If you need a refresher, click here to read my original email to Ms. Jones(And note in the comments that others have had similar experiences there!)

I feel like Ms. Jones didn’t read past the Brady Bunch comment… although we did get a “well-oiled”  quote from the last paragraph.  I’d love to meet the focus group that liked the new McDonald’s layout/design.  Did they know it was for a McDoanld’s or did they think it was for a fruit stand in a 70’s movie?

  • There was no mention of the incorrect breakfast sandwich or explanation of how that happened.
  • There was no mention of the crazy double-drive-thru traffic patterns.
  • No mention of the Canonsburg store used as a good example.
  • No mention of the spongy rubbery egg-like substance.
  • No mention of the race for the “sloth” title with Wendy’s.
  • No mention of the ridiculous wait time or stress-induced customer telepathy.
  • No mention of the cardboard-like McNuggets.
  • No mention of what the nuggets contained before they were “all white meat”.
  • No mention of my admitting that I was wrong.

Are my emails too long-winded?  I guess I know the answer to that..  But still… if we’re getting into percentage of questions asked vs. questions answered (not even assigning a quality to the answer), we’re not even getting a passing grade here!

Id love to know just how many “you need to answer this email” emails that Ms. Jones received.  I encourage you to also write if you’ve had a bad experience there. It would be even better if you share it with us.  I’d love to post other letters of dissatisfaction.

I’m guessing that my pressing the issue further really isn’t going to get me anywhere.  She doesn’t seem like the type to comment on the spongy rubbery egg stuff or mystery meat McNuggets.  It will be interesting to see if orange cones appear in the drive-thru down there.

Perhaps one day they will actually get their act together.  I bet not, but perhaps.

McTweeting


So, I have another avenue for contacting (or nagging) the apathetic McFoodChain down the street.  Not only can I email them directly (albeit to no avail so far), submit a tattle-tale on a corporate level (also to no avail so far), & email their fellow managers.  I can tweet them.  McDonald’s has a Twitter Team.

Still not hearing from the local MdDud of a management and/or customer service team in Beechview, I reached out again in a more attention-grabbing manner:

@McDonaldsFans Any thoughts on these #Pittsburgh area #McDonald‘s locations? http://wp.me/pwqzc-in

@kim_mcd @George_McD @McCafeYourDay @McDonalds Any thought on how this McDonadl’s should be handled, #McDonaldsFans? http://wp.me/pwqzc-in

@Nick_McD How would you handle the drive-thru & queue situation(s) here? http://wp.me/pwqzc-in

Hello, @AboutMcDonalds! Do these company policies sound correct? http://wp.me/pwqzc-in

@yilovemcdonalds This is a reason to love http://wp.me/pwqzc-in this is a reason to hate http://wp.me/pwqzc-hX They need to get it together!

And, then I got a DM from @AboutMcDonalds:

AboutMcDonalds Hi – yes, our customer sat team should respond to you w/in 24 hrs. Thx for checking. ^LM

Yes.  They should, but they didn’t.  Apparently AboutMcDonalds is missing the point.  But, they’re not following me, so I couln’t DM them back. Another public tweet:

@AboutMcDonalds Got your DM, couldn’t send one back. What happens if they don’t respond? What about the greater issue?

No answer on that one. So, a few more…

#icantstop laughing at #mcdonalds http://wp.me/pwqzc-in & http://wp.me/pwqzc-hX — They need to get it together! @CocaCola

@McDonalds Is this a good representation of the average McDonald’s? http://wp.me/pwqzc-hX Or is this more like it? http://wp.me/pwqzc-in

@George_McD Is this a good representation of the average McDonald’s? http://wp.me/pwqzc-hX Or is this more like it? http://wp.me/pwqzc-in

#icantstop laughing at #mcdonalds http://wp.me/pwqzc-in & http://wp.me/pwqzc-hX – They need to get it together over at @McDonalds in @15216!

RT @NathanFillion Dear McDonalds, U are poisoning the world with yr food & thx 4 a delicious breakfast. I hate you. http://wp.me/pwqzc-hX

While a lot of my tweets directly to the McTwitter Team went unanswered, someone that I didn’t even message directly seemed to have caught a theme to my tewwets. Katie (Kty_McD) did seem to pickup on my frustration.

Kty_McD @W_a_L_D Hey, I saw the blog/tweets can you follow me so that I am able to DM you? Thanks, Katie from McD’s

You read my blog?  Score!  Ha ha ha.  Again with the DM’s…

Kty_McD Great! Ill do everything I can to help, I read the blogs, but to be sure store #05834 is the one you haven’t heard from correct?

W_a_L_D Correct! The one on West Liberty Ave. in Beechview (Pittsburgh, PA 15216) Thanks in advance!

Kty_McD Thanks for that info, I have the case number pulled, email still the best way to reach you?

W_a_L_D Yes please, thanks! world.and.lunar.domination@gmail.com – You rock!!!

Kty_McD Thanks so much for tweeting out to me, I reached out to that store, please let me know if you don’t get a response. Have a great weekend : )

W_a_L_D I appreciate the response from you, but I’m not holding my breath for their reaction!

…and thus ends the twitversation so far, bringing us all up to date.  Still no response from Ms. Ella Jones (or anyone else from) McDonald’s #5834.  I do feel like I need to write back to Mr. Kausky though.  He deserves to know that he has my utmost respect, and that I still have yet to hear from the McDud in my neighborhood.

I’d like to send a big sarcastic “good job” to @AboutMcDonalds for dropping the subject like a hot potato (unless it was passed on via you or you’re the same person as @Kty_McD and that’s how her attention was brought to me), and especially to @McDonalds, @McDonaldsFans, @kim_mcd, @George_McD, @McCafeYourDay, @Nick_McD, & @yilovemcdonalds for not even responding to my direct tweets.

McSatisfaction


So, have you read my “day in the life of McDonald’s #5834” blog yet?  If not, read that one first, or this will make absolutely no sense.  Not that there was much sense to start with.

In that email, I mentioned the McDonald’s in Canonsburg with a similar drive-thru setup as an example of how things ought to be run.  Apparently you can’t always assume that people are going to do the right thing when waiting in line or following lines painted on the ground are concerned.  Heh, that is so ridiculous, I need to copy & paste it for effect.

Apparently you can’t always assume that people are going to do the right thing when waiting in line or following lines painted on the ground are concerned.

McDonald's on Urbanspoon Done laughing?  OK, let’s move on.  There is someone who works for McDonald’s that gives a damn.  He is the manager of the McDonald’s that also serves as a memorial to Perry Como, Bobby Vinton, and the Four Coins.  Mr. Scott Kausky not only took the time to write back to me once, but twice… and get this… both replies came in the same day of my email to him!

This man is to be applauded for his efforts.  I’m waiting.  Please.  Clap.

OK, first, my note to him…

From: ERiC AiXeLsyD world.and.lunar.domination@gmail.com
Date: Wed, 21 Jul 2010
To: skausky33@verizon.net
Subject: Fwd: A day in the life of McDonald’s #5834 (West Liberty Ave.)

Hello Mr. Kausky,

I would like to thank you for the inclusion of your email address at the top of your McDonald’s receipts.  It is a policy that your brothers-in-franchise at the McDonald’s in Beechview on West Liberty Avenue have recently adopted.  Sadly, though, for them it is useless.  I have written to them over a week ago, to no avail.  I believe that they’re beyond reach via email… or that they just really don’t care about customer satisfaction.  I hope that’s not the case with you!

The reason I’m writing to you is that I mentioned your restaurant in my email to them as an example of how to operate… and wanted to hear your thoughts on the issue.  Pehaps you can review the email below and come up with a few ideas.

Do you have any contact with the managers at that location?  Perhaps you can be the Jedi Master to their Padawan.

Thank you in advance for your time, I can’t wait to hear from you!

-Eric

…which was of course followed by the original email.

His 1st reply…

from Scott Kausky skausky33@verizon.net
reply-to skausky33@verizon.net
to ERiC AiXeLsyD world.and.lunar.domination@gmail.com
date Wed, Jul 21, 2010
subject Re: Fwd: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by srs.bis.na.blackberry.com

Eric

Its unfortunately the store I operate is privately owned. I have pride in the store that I run and this is why I provide my email address. The email get sent directly to my blackberry that I pay for. This is not something that is provided by my operator or McDonald. I care about my customers as they are the ones who pay my check and when I have unsatisfied guests it affects my bottom line as well as my crew.

Mcdonalds.com will also have a guest satisfaction email as well as a 800 number which should get you to someone that is involved with that particular location. Once a complaint or praise is posted it is then emailed to the operator or supervisor of that location and they should respond within 24 hours. This is the policy mcdonalds enforces on the private owner stores. I also copied your email to the owner of my store to see if he can get you in contact with the appropriate person.

I apologize that your having these problems and will assist you to try to fix it.

Thanks for being a loyal mcdonalds customer.

Scott Kausky

His 2nd reply…

from Scott Kausky skausky33@verizon.net
to ERiC AiXeLsyD world.and.lunar.domination@gmail.com
date Wed, Jul 21, 2010
subject Re: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by verizon.net

Eric,

I have to apologize again, when reading your email, my blackberry only showed half of your email  I’m at home now and read the full thing.  I have also copied Linda Cumer, who is my business consultant.  She is paid by McDonald’s Corporation.  She will have better contact then anyone to work on resolving these issues.  In reference to the traffic cones, I appreciate the fact that you like the ideas.  I had a customer a month ago give me an hour lecture on why I should eliminate them.  I made the decision to have them in place to keep the cars lined up.  I would also install a q line like you see at an amusement park to keep the same thing happening on the inside with guests who try to cut lines, but was told I wasn’t allowed.  I hope I have assisted you and us to get these problems corrected.  Please let me know either way if someone does or doesn’t contact you because I want the Arches to shine even if I do only have a small role in it.

Thanks Again,

Scott Kausky
General Manager

Genius.

Mr. Kausky is obviously intelligent, thoughtful, and full of great ideas.  He ought to be working for Chick-fil-A!  I can excuse the somewhat confusing email via Blackberry, and hs ignoring my Star Wars reference.

Why shouldn’t there be lines like in the bank (or Burger King or Wendy’s) so that the actual next person is next, not the a-hole who cut in front of them?

I really can’t express my drive-thru complaints successfully unless you’ve ever been to that type of drive through.  I really need to work on some illustrations to convey the full extent of my frustration.  The customer that wanted the cones removed is an assclown.  The only reason he  (or she) would want them removed is so he (or she) could cut in front of others in line.  What makes him (or her) so special?  Does he (or she) also park in handicapped spaces?  I bet he (or she) does.  I would like to hear just one rational reason for their removal.  I bet it can’t be found.

Of course, these only touch on the host of problems at the West Liberty Avenue McDonald’s.

This guy wants it resolved though, as a true honest-to-goodness hard worker with a correctly aligned set of values where it comes to running a business and how to treat people.  I started this off on a goofy note, but hate to mess with this guy… he really wants an issue resolved.  And now, dammit, so do I.  He explained his point of view, his situation, and told me that he was forwarding the message to two separate individuals to try and see if he can get something resolved that doesn’t affect him in any way whatsoever.  Scott Kausky is a champion among men, I tell you.

Honestly, up until this point I saw it going nowhere.  I mean, did you see the comments on my other post?  No one gets good service there, ever has, or most likely ever will.

We have, however, learned some invaluable and interesting corporate mantras from the big McD.  Did anyone else find these statements to stand out?

  • “Once a complaint or praise is posted it is then emailed to the operator or supervisor of that location and they should respond within 24 hours. This is the policy mcdonalds enforces on the private owner stores.” –  O, RLY? Hmm.  They definitely didn’t meet that.  We’re going on 336 hours pretty soon here.  So that McDonald’s is poorly run on a whole bunch of different levels.
  • “I would also install a q line like you see at an amusement park to keep the same thing happening on the inside with guests who try to cut lines, but was told I wasn’t allowed.” Wasn’t allowed? Ridiculous.  The general manager doesn’t have the power to create order out of chaos in his own restaurant?  McNazis, I tell you.  I’ve been there at lunch time.  This would improve the line situation immensely… especially with multiple entrances.  McCorporate McChaos.  Shame on you, McDonald’s, for keeping this man down.  To me, this says McDonald’s doesn’t care if people cut in line, if you’re aggrivated, or cheated.  You don’t matter.  Just your money does.

So, today we have learned some things.  We already knew that the West Liberty Avenue McDonald’s hates you.  We learned that McDonald’s is overbearing and into micro-management as a general attitude.  We know now that certain stores have a blind eye turned on them, as any semblance of corporate monitoring would have them completely overhauled and/or shut down.

Most importantly, we learned that there is at least one last good man working for the McDonald’s corporation who has a strong identity with the cherished Golden Arches, and wants you to respect that identity.

Now, I really can’t wait to see where this goes form here.