Tuesday, April 9, 2013

Mysterious MAC Limited Edition Launch Times

For those of you like me who have a long history with MAC, there are likely things you love and loathe about this colorful cosmetic company (alliteration woohoo!). One thing that always drives me nuts is the fact that limited edition collections launch online at random times and sometimes earlier than their actual launch dates. I typically keep tabs on upcoming collections and know exactly what I want to purchase ahead of time. Yes, I could and often do pre-sale items at my local MAC, but since the collections launch online first I prefer to buy them that way rather than waiting for the in-store launch date.

I just had this conversation with their chat service on their site and I think it's a perfect example of what I often experience with MAC customer service:

Welcome to MAC Cosmetics Online. Your personal Makeup Artist will be with you shortly.
Hello. Thank you for your interest in MAC Cosmetics. My name is Marilu. How may I assist you?
Doria: What time will the Baking Beauties collection launch on the site on tThursday?
Marilu: Hi Doria!
Marilu: One moment, please, while I check that for you.
Marilu: We do not have a definite time, but I do recommend you sign up to receive our free online newsletter to be the first to know.
Doria: I receive it but I find the collections launch super early and the newsletter sometime goes out after
Marilu: I recommend checking the site early.
Doria: Not overly helpful but thank you anyway

Anyone else find this answer a little humorous ... and frustrating?

I have been using MAC for over 14 years and while some things have disappointed me (the pigment debacle for example and the loss of its cruelty-free status) I can't deny that they also create some of my favorite products for personal and professional use--which is why I continue to use MAC products. I simply wish the customer service experience was a bit better (I've sadly had some really poor experiences in the past). Why all the mystery?

Oh MAC, perhaps one day you'll make it easier for me to snatch up your lovely limited edition products.

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