Jennifer Jensen from Texas celebrated her 30th birthday in New Zealand, immersing herself in nature. She brought a raincoat that soaked through in heavy rain. She recorded a complaint video that unexpectedly went viral. The famous clothing brand had to respond, and they did it in a way that exceeded expectations
“I bought this ‘rain jacket’ a couple days ago,” she started the video, revealing she had purchased the jacket specifically for its supposed waterproof capability, “I’m 100% sure that it’s raining outside, and I’m soaking wet.”
Pausing to showcase the picturesque scenery of New Zealand, she conveyed that her intent wasn’t to seek a refund. Instead, she had a unique request for the brand, “redesign this raincoat to make it waterproof and express deliver it up to the top of Hooker Valley Lake in New Zealand where I will be waiting.”
The complaint video quickly went viral, reaching over 11.6 million views and numerous comments. Audience pointed out the conspicuous silence from the famous clothing brand. However, the brand’s silence was broken with an epic marketing video.
In response, the brand shared a video on their TikTok page, revealing a staff member (skiier Jossi Wells in disguise) retrieving a red jacket from a local store in New Zealend. The video then showcased the employee boarding a helicopter to meet Jensen and deliver her new jacket.
The caption read, “We were busy express delivering Jenn her jacket at the top of the mountain. Thanks for the help, Jossi!” This post garnered over 4 million views and thousands of comments, including a delighted response from Jensen, “You guys definitely came through for me. We’ll give the new jacket a shot on my next rainy day hike,” she expressed.
Jennifer said she doesn’t understand why the first jacket didn’t function properly and wondered if it was just a ’one-time product malfunction’. “I made that short video thinking only my best friend would see it because I didn’t have a lot of followers at the time. I never imaged it would go viral and I didn’t post it expecting it would get any traction,” she said.
“I’m not an influencer and never set out to be one. I was just trying to make an unfortunate situation funny and lighthearted. I’m glad the company reached out to make amends for the customer experience let-down. It was a very fun and unexpected adventure.”
Later, Jennifer shared that she had already tested the new jacket on a rainy day, and it kept her dry for 8 miles.
This video has won the hearts of people worldwide. But even small companies can approach service with passion and pleasantly surprise their customers.
l Started a New Job and Discovered My Boss Was My Longtime Rival
After months without a job, I finally got an offer from my dream company. Excitement quickly turned to dread, though, when I saw who my new boss was—my old college rival, Tyler Wilson, the guy who’d made my college years miserable.
My roommate, Shanti, pushed me to open the acceptance email, and for a moment, I felt thrilled. But my stomach dropped when I read I’d be working under Tyler. On my first day, he ignored me and made a pointed comment about my tattoos, reminding me of his arrogant college self. Frustrations built as I emailed him about necessary equipment upgrades, but he ignored me—until I discovered he’d canceled my order. I decided to confront him directly, storming into his office, ready to quit if it meant dealing with his pettiness.
But then, I overheard him in a meeting, advocating for me and demanding my equipment order be approved. When I confronted him, Tyler admitted he’d been trying to shield me from biases in the company, and confessed he’d once had feelings for me but handled it poorly back in college. We laughed over the misunderstanding, and he asked me out to dinner as an apology. For the first time, I saw a side of Tyler I hadn’t expected, and it left me wondering—maybe, just maybe, people really could change.
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