Twitter - The Newest Way to be a "Squeaky Wheel"
January 28, 2001
by Jodi Granok - Organizing Magic, LLC
I have had a Twitter
account for a couple of years now, and I have to admit, I don't think
much about it. I use it to share the organizing tips that I post daily
on my Facebook page. I don't read the tweets of the people I follow very often, and even with organizing systems like TweetDeck, I have never found it easy to integrate into my life.
A few months ago, a friend told me about a referral program offered by my website host, Network Solutions. It sounded like a great deal: If I refer a friend to Network Solutions, the friend gets 25% off a purchase, and about 6 weeks later, I get a $50 Amazon gift card.
Long
story short, my friend received the card by mistake, and I spent the
next 2 weeks trying to resolve the issue by e-mail and by phone. But
all I got were customer service reference numbers, long hold times on
the phone, and lots of different phone reps telling me the matter would
be resolved in 1-2 business days.
So I tried a different tactic. I went on Twitter and found a Twitter handle for Network Solutions.
I sent 3 tweets in a row that expressed my disgust with the way my
situation had been handled, and right away, their customer
representative on Twitter was asking me for my version of the story so
the issue could be resolved. Two hours later, I received my gift card
via e-mail.
The moral of the story is that if you have a customer
service issue, Twitter seems to be the best way to complain about it if
you want a fast resolution, instead of a private phone call, letter, or
e-mail.
The downside, in my opinion, is that it is a sad state
of affairs we live in when the only way to get good customer service
anymore is to publicly shame a company. I am happy I received the gift
card that was promised to me, but I don't like the way I had to go about
getting it.
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