Perhaps They'll Ease Their Pain With A Free Cup Of Coffee?

Well, Tim Horton's has done it again - disappointed their customers. Of course, that's nothing new, but I'm not referring here to the mediocre coffee that is inexplicably a national icon. Nor am I referencing their disturbing and bizarre forays into food innovations they have no business experimenting with. There is something off-putting for example, about offering flatbread pizzas alongside their downsized donuts and paltry breakfast wraps. But maybe that's just me.

What is indisputable, however, is that the best this multi-billion-dollar operation can do when it screws up is to offer a mere oops. This has happened yet again with their much hyped and cruel annual Rrroll Up The Rim to Win contest.

A technical error by Tim Hortons led coffee drinkers across Canada to falsely believe they had won a $55,000 boat as part of the franchise's Roll Up To Win promotion.

It's unclear how many people were impacted, but the chain told CBC Hamilton in an email it was an "unfortunate error" and some customers were sent an email with incorrect information.

 Darren Stewart-Jones of Hamilton said he opened an email on Wednesday morning from Tim Hortons that recapped all the prizes he won this year and it included one he didn't recognize: a 2024 Tracker Targa 18 WT boat and trailer, which retails for $39,995 US (about $55,000 Cdn) — the only one available to participants.

"I thought, 'Wow, this could be really awesome,'" Stewart-Jones told CBC News in a phone interview.

But his initial burst of excitement turned into questions as he scrolled through his emails to find out when he'd won the boat. 

After learning others had also received such an email, he began to suspect his good fortune was not what it seemed.

And he was right, as Tim Horton's facilely and callously pointed out: 

Tim Hortons sent customers an email with instructions to "disregard" the recap email they received, saying "technical errors" may have allowed for some prizes they didn't win to end up in the recap email.

"We apologize for the frustration this has caused and for not living up to our high standards of providing an exceptional guest experience," read the letter, which Tim Hortons shared with CBC. 

Shamefully, this is not the first time 'technical problems' have hobbled the emporium.

Just over a year ago, the Tim Hortons app mistakenly informed users they'd won $10,000.

Chris Rivett,  another 'winner' from Edmonton, is considering all of his options.

Rivet said he has filed a complaint with the Competition Bureau of Canada and is considering filing a lawsuit.

On Wednesday afternoon, a Facebook group formed with over 200 people expressing outrage about the mistake and threatening to file lawsuits.

"NOPE. Not taking this as an answer!! Two words: CLASS ACTION," read a post from Christiane Marie.

Will the fine print under contest rules insulate Tim Horton's from legal retribution? Perhaps. But in the  court of public opinion, they are already on trial and it looks like a guilty plea is pending. 

One hopes that the coffee giant won't add insult to injury by offering a free cup of coffee to the winners/losers of this latest fiasco.

 

 

Hard To Swallow

                               
While there are many topics of pressing concern to write about these days, I can't resist a lesser story that in my view underscores corporate greed, writ large.

Some may have heard about the recent roll-up-the-rim fiasco at what Canadians like to believe is their national coffee emporium, Tim Horton's. Now owned by multinational Restaurant Brands International, which benefits quite handsomely from Canadians' loyalty, the institution is publicly reminding all of us that the only loyalty it has is to the bottom line. And that bottom line is hardly impacted by its recent 'technological 'glitch', which has left some pursuing legal action against the company.

A Southwestern Ontario man says he’s retained a lawyer after a Tim Hortons prize app told him he’d won $10,000, only for the coffee giant to call it a technical glitch and deny the win.

Jeremy McDougall, 37, of Tillsonburg is among an unknown number of customers who thought they’d won the five-figure prize in the annual Roll Up To Win campaign after being notified by the Tim Hortons digital app their cup was a winner.

“We were pretty over-the-moon thinking we won $10,000” McDougall said, noting his wife lost her job right before Christmas. The win, he said, made them think “the tide is turning for us. I thought it was some good fortune but, nope.”

Roll Up To Win is a popular annual contest run by Tim Hortons. Formerly it was manual – customers literally loosened the rim of their paper cup to see if they’d won a prize – but has now migrated to the company’s digital app.

 The restaurant chain is facing something of a public-relations nightmare after the contest’s first day, Monday. Officials with the company have said a “small subset” of players was incorrectly notified that they’d won the company’s jackpot draw, a $10,000 daily prize meant to be awarded to one person a day.

The company added it has offered a $50 gift card as compensation to players who received the erroneous award notice and is in the process of contacting the false winners “to express our regret for the disappointment caused by this error.”

McDougal is not the only one unwilling to accept the insulting offer of a $50 gift card.

There are other unhappy people who are indicating they also received the $10,000-winning message. Wrote one man on Facebook: “I’ve never won something big in my life. And now, to only be let down by the news, is devastating.”

Added another man: “I want the $10,000 that your app told me I won.”

Given that I brew my coffee at home and rarely resort to buying a cup, this story is important to me only because it reminds all of us that the chummy, patriotic feeling the company has been trying to cultivate and exploit over the years is simply PR. Scratch beneath the surface, and it is a cold, calculating and ugly picture that emerges, showing the true contempt in which Tim Horton's holds its customers. Otherwise, it would swallow its 'mistake' in order to make disappointed customers whole.

Meanwhile, Canadians still swallow their swill. Perhaps it is too much to expect, but one hopes some will remember this outrage when contemplating their next 'Timmy's run'.