Open Response to Tile, Inc.

Posted on 2015/01/15


Hey Tile,

I got an email from your CEO asking for input and thought that the whole world should see my response.

Hello Tilers,

I hope you had a wonderful holiday season and a very happy new year. As we start 2015, I want to say thank you for being a part of the Tile community. In 2014, Tile grew up from a crowd funded startup into the world’s largest lost and found network and your loyalty and trust has helped support us in this mission.

One of the best parts of my job is hearing from customers about how Tile positively impacts their lives. We’ve received a range of incredible stories from couples getting engaged, owners reunited with pets, and travelers finding their iPads while jet setting across the country. These stories inspire all of us at Tile and motivate us everyday to continue improving.

We have high aspirations for 2015, but none more important than providing an extraordinary experience and service to our thriving community around the world. While we’ve come a long way, we know we can do better. This year we’ll be significantly improving the overall Tile experience, from shipping and customer service to lots of new exciting features and services.

Our community is at the heart of every decision we make. If you have ideas for how we can do better, please let us know by filling out this form. It’s going to be an exciting year for every member of the Tile community and your voice is incredibly important.

I wish you the very best in 2015.

Sincerely,

Mike Farley
Co-founder & CEO

P.S. This holiday season while spending time with my family, I was reminded of how often we lose things around people that matter the most to us. It only takes a few minutes for your family to help each other further by downloading the free app on their devices.

It’s a great email. Really. Doesn’t come off as disingenuous at all. #sarcasm

Here’s my response:

What could be improved about Tile?

Easy. Learn how to ship “internationally” — your abject failure to puzzle out how to ship to Canada is a complete farce. Indicative of either a corporate lie or such incredible incompetence that one questions your ability to put pants on successfully.

If USPS/CanadaPost aren’t doing what you need them to do, I’d encourage you to look into the notion of courier shipments – FedEx, UPS, DHL – if these names are unfamiliar to you, I’d strongly suggest spending a day in your lobby and when you see someone wearing a uniform that is Blue, Brown, or Yellow, you ask them if they can possibly help you erase your incompetence.

Of course, you could just buckle down and put your product in the hands of organizations that understand how to move product from the factory floor to the consumer – some names that might be helpful include: Best Buy, Amazon, Apple, Walmart – all of whom have puzzled out the thrilling complexities of using sled dogs to transport goods from the trading post to the igloos. Again, if you find those names somehow unrecognizable, ask anyone under the age of 80, they’ll be able to point you in the right direction.

At the end of it all, consider that 90% of Canadians live within 100 miles of the US border. (http://www.cbc.ca/news/canada/by-the-numbers-1.801937) That you cannot figure out how to reach that market (the equivalent of driving from San Jose, CA to Sacramento, CA) in some fashion – especially where you have existing customers – well, one questions all sorts of issues about your organization and fundamental competence.

Do not even get me started on anything that is truly international (rather than a short drive away) and your failure to be an actual supplier of product.

To be clear: Love my tiles. Great product. But if you can’t get the simple things right, why would I depend on you for the complex things?

And I included my contact info…

james@mailsend.ca
289-XXX-XXXX

For your convenience – because Canada is SOOOOOOOOOOO scary, feel free to call my US number: 415-XXX-XXXX

At least that should reduce your xenophobia to a level that looks less psychotic.

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