I was emailing with a customer service alias from apparel giant Calvin Klein recently.
Every time I heard back from a customer service representative, they addressed me as “Dear Unknown.”
After one round of this, I signed off with my name just in case my email address or name wasn’t showing up in the “from” in their system. That didn’t stop them from responding with “Dear Unknown.”
I even got a survey request at the end of that chat that started with “Dear Unknown.”
It is hard to believe someone intentionally set up the system that way. So I’m assuming I’m missing some basic system limitation and that I am an unlikely edge case.
Even so, a great reminder to be thoughtful about edge cases as we design systems. These edge cases can turn out to be… ugly.
