<ul data-eligibleForWebStory="false"><li>The writer experienced a delay in receiving a pair of glasses from Lenskart without any updates on the delivery status for ten days.</li><li>Upon contacting customer care, the writer discovered that the glasses had actually been delivered three days after the order, but the system failed to update the information in the app.</li><li>The article discusses how the failure was due to a gap in synchronization between internal systems and customer-facing apps in companies like Lenskart, highlighting the importance of transparent communication with customers.</li><li>The writer reflects on the incident as a reminder of the critical role of timely and accurate communication in maintaining customer trust, suggesting potential improvements to prevent similar lapses in the future.</li></ul>

When Systems Fail Silently: A Small Miss, a Big Customer Gap

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