Incompetence at the Drive Through
06-16-02

I haven't yet met anyone who hasn't -- at some point -- been screwed over at the McDonald's "Drive-Thru". So this story will probably resonate with you.

In today's Sunday circular, McDonald's offered a coupon to try their new Grilled Chicken Flatbread Sandwich.

First, the irony. The "restaurant" appears to be marketing this new flatbreat chicken sandwich as a healthy alternative to its traditional hamburger-fare. However, the consumer must purchase a soft drink and a large order of french fries in order to get the free sandwich. According to McDonald's own nutrition guide, a serving of large fries contain 26 grams of fat. Of course, I couldn't check how much fat is in the chicken flatbread sandwich since it is not reflected anywhere on McDonald's online menu on its website.

The second problem comes with the way they do business. Intrigued by the healthy-looking meal, I succumbed to the advertising and decided to try it out. Since I wanted to be home in time for the Simpsons, I decided to use the so-called "Drive-Thru." I explained I had a coupon for a free chicken flatbread sandwich with an order of large fries and a medium soft drink.

I got it free alright. My order came free of sandwich.

When I discovered the error and returned to the "restaurant," an apologetic "Drive-Thru" woman explained that the computer system wasn't ready to handle the coupons (this- despite the mass-circulation in today's Sunday paper) and the only way to prevent a charge to the customer is to take the food item off of the order.

Unfortunately, this does not translate in the house of arches. By the time you arrive at the second window of the "Drive-Thru," the food item has also been removed from your order altogether. Unless you're shrewd and catch it before they slam the window doors shut on you -- you're out a sandwich.

In other words, McDonald's welcomes people to try a brand new product, and instead royally fowls up the entire meal-ordering process, thus ensuring I will never return for that product again.

Good job corporate America.

And we wonder why the stock market is making new 52-week lows almost every trading day.