Jennifer Jensen from Texas celebrated her 30th birthday in New Zealand, immersing herself in nature. She brought a raincoat that soaked through in heavy rain. She recorded a complaint video that unexpectedly went viral. The famous clothing brand had to respond, and they did it in a way that exceeded expectations
“I bought this ‘rain jacket’ a couple days ago,” she started the video, revealing she had purchased the jacket specifically for its supposed waterproof capability, “I’m 100% sure that it’s raining outside, and I’m soaking wet.”
Pausing to showcase the picturesque scenery of New Zealand, she conveyed that her intent wasn’t to seek a refund. Instead, she had a unique request for the brand, “redesign this raincoat to make it waterproof and express deliver it up to the top of Hooker Valley Lake in New Zealand where I will be waiting.”
The complaint video quickly went viral, reaching over 11.6 million views and numerous comments. Audience pointed out the conspicuous silence from the famous clothing brand. However, the brand’s silence was broken with an epic marketing video.
In response, the brand shared a video on their TikTok page, revealing a staff member (skiier Jossi Wells in disguise) retrieving a red jacket from a local store in New Zealend. The video then showcased the employee boarding a helicopter to meet Jensen and deliver her new jacket.
The caption read, “We were busy express delivering Jenn her jacket at the top of the mountain. Thanks for the help, Jossi!” This post garnered over 4 million views and thousands of comments, including a delighted response from Jensen, “You guys definitely came through for me. We’ll give the new jacket a shot on my next rainy day hike,” she expressed.
Jennifer said she doesn’t understand why the first jacket didn’t function properly and wondered if it was just a ’one-time product malfunction’. “I made that short video thinking only my best friend would see it because I didn’t have a lot of followers at the time. I never imaged it would go viral and I didn’t post it expecting it would get any traction,” she said.
“I’m not an influencer and never set out to be one. I was just trying to make an unfortunate situation funny and lighthearted. I’m glad the company reached out to make amends for the customer experience let-down. It was a very fun and unexpected adventure.”
Later, Jennifer shared that she had already tested the new jacket on a rainy day, and it kept her dry for 8 miles.
This video has won the hearts of people worldwide. But even small companies can approach service with passion and pleasantly surprise their customers.
Baby with White Hair Mocked – See His Stunning Transformation Years Later
In 2012, Patricia and Dale Williams welcomed a special addition to their family: baby Redd. Amid their immense joy, they quickly noticed something unique about him—his snow-white hair, a striking feature that set him apart from other infants. When Redd was about two months old, his parents observed his eyes constantly moving from side to side, which sparked concern.
Worried, they searched online for information and suspected that Redd might have albinism. Determined to find answers, they scheduled appointments with optometrists and genetic specialists. Their suspicions were confirmed when Redd was diagnosed with Oculocutaneous Albinism Type 1 (OCA1), a rare condition affecting only 1 in 17,000 people worldwide.
Initially, the hospital staff marveled at Redd’s unique appearance, expecting his hair color to change as he grew older. However, after the diagnosis, Patricia realized that Redd’s distinctive white hair and blue eyes, which occasionally shimmered red in certain lights, would be a permanent part of his identity.
In 2018, the Williams family welcomed another son, Rockwell, who also shared Redd’s condition.
Despite their parents’ efforts to instill confidence, both Redd and Rockwell faced adversity at school, enduring teasing and bullying due to their appearance. Their older brother, Gage, who does not have albinism, became their protective shield, but the challenges persisted.
The family faced a distressing incident when a photo of Rockwell shared on social media turned into a meme and spread rapidly across the internet despite their pleas for its removal.
Refusing to let negativity overwhelm them, Patricia and Dale chose a different path—they became advocates, driven by a mission to raise awareness about albinism. Patricia’s social media platform grew significantly after Rockwell’s photo went viral, prompting numerous inquiries that revealed the widespread lack of understanding about albinism in society.
Redd underwent corrective eye surgery for his strabismus, transitioning from a specialized school for visually impaired children to a public institution. This decision significantly improved Redd’s life; the family opted for surgery over eye patches to minimize attention and reduce bullying.
On April 28, 2023, Patricia shared a heartwarming video of Rockwell participating in his school’s “Western Day.” This time, the response on social media was overwhelmingly positive, contrasting starkly with the past instances of name-calling and ridicule.
Today, both Redd and Rockwell are thriving in their own unique ways.
Consider sharing this story to spread awareness and support for individuals with albinism among your family and friends.
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