Unpredictable. Unfocused. Just like life.

I wrote the other day about my problem with the laces of my Rockport shoes. Being generous and only counting business days it took them about 99 hours to answer my request (they promised a maximum of 72 hours). And what did I get for all that extra waiting? This:

Mr. Borsato, thank you for contacting The Rockport Company. We are sorry to hear that you are experiencing difficulties with your Rockport shoes.

Your information was received at our Rockport Customer Service office in the United States. Unfortunately, we can only assist with issues within the United States.

We recommend contacting our representative in Canada to assist with your inquiry. Information to contact our Canadian representative is listed below

1.800.668.1800 (English)
1.800.387.5736 (Francais)

Thank you again for contacting Rockport.

So they can't help me because I'm in Canada. And they couldn't have figured that out sooner? Even though I went to their web page and specifically selected "Canada" and then chose "Contact Us", they can't help me. And apparently there is no email address for Canada so I will have to phone them.

I especially loved this little note:

We will assume your issue has been resolved if we do not hear from you within 24 hours.

They can take 99 hours to get back to me but I have 24 hours to respond or they close the case. Wow! Customer satisfaction is clearly not a big concern for Rockport Shoes.

I'll update this after I see what happens when I phone them but I'm not really expecting that much.