And Nike isn’t perfect

Finally, I mustered the courage to go for a run, the first time after the Christmas-New Year gluttony season. I launched myself off my behind and out the door, only to realise that my runners hurt my feet because they’re weathered and to retreat.

When I was younger, I loved jogging. The trouble is that urban running will turn to dust even the sturdiest knees, so I avoid it (except barefoot on the beach, but you couldn’t do that where I live).

I always worried about biomechanics and can vouch for Brooks Adrenalines, Brooks Ariel and Nike Lunar Glides.

As I only need these for the occasional run, I decided to go with the less extravagant Nike Lunars.

Why am I telling you all this?

Because design. They make it out like it is all so slick and cool (in some ways it is), but to order a pair of Nike shoes I had to:

  • launch a LiveChat from the purchase page as it was giving me gobbledygook error codes
  • the LiveChat person told me that I am on the Irish site, but LiveChat doesn’t service the Irish site, only the UK one, and I have to ring the Irish customer service
  • I rang the Irish customer service only to be told that well, who knows, just clear the cache and try again in an hour
  • the fact that this advice worked only emphasises the randomness of how Nike handle the process

Why was there a link to LiveChat from a page that isn’t services by LiveChat? (the URL contained ie, the Irish country domain)

Why does the UK LiveChat not deal with the Irish site?

Why is there no Irish LiveChat if there is an Irish call centre? (The guy who answered the phone sounded local).

Why does the website spew error codes that are remedied by, basically, giving it a kick?

Nike has such pristine design. Always has. Let’s be honest, I shop in Nike not just for the biomechanics, but for the clean feeling that their design brings. A bit like getting your teeth cleaned.

But this part of the user experience is more like falling into a barrel of tangled wires. I’m not annoyed, just a little disillusioned. Santa isn’t real –  and Nike isn’t perfect. A company that is so driven by image, they really have to get their online act together.

So that I can get that clean feeling again.

Published by

Dr Martina Feyzrakhmanova

I am a hospital doctor and founder of an education platform. Avid reader and writer of introspective blogs.

11 thoughts on “And Nike isn’t perfect”

  1. Oh my goodness, good biomechanics in your running shoes- so vital! I tend to over-think my shoe choice because I’ve had so many experiences with bad shoes causing bad aches and pains.
    My current shoes are Nikes – but I also put some Dr. Scholl’s in-soles in them to support my high arches. You’re right about the design -they’re very good at getting their products clean and simple.
    Have you ever considered shopping at Zappos.com? I get all my shoes there now. They provide excellent details about the shoes so you know exactly what you’re getting before you order, and their customer service is spectacular!

    Liked by 1 person

    1. I had those soles done where they get you to stand on a sort of a cushion and imprint your soles into the heated insoles. Worked well for me 🙂

      I don’t know if Zappos deliver to Europe, but I had a look at their website just now. It may be informative and functional, but it looks like it is from the 90s lol. And I am totally about indulging the “clean” feeling when I shop for Nike stuff. A vanity, really. So Amazon and Zappos don’t quite fit with that…

      Like

  2. That’s why I but 3 pairs at a time, and rotate through them. Another secret is running in trail runners, they’re far more durable than the lightweight stylish ones. I’m an Adidas fan because for their fit for my foot

    Liked by 1 person

  3. You’d be a great “secret shopper” to help identify consumer experience flaws! Big companies have a hard time coordinating across channels and geographies—too many cooks in the kitchen so to speak (not making excuses for Nike). My frustration is usually the low “care” shown by most customer service centers. Like they couldn’t care less if you bought their product or were frustrated in the process.

    Like

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