For the past few years I have had intermittent issues with my internet/phone going out every time the the sun came out and the temperature hit 60 degrees. It was the strangest thing. I would anticipate my “lifeline” to go out (usually around 1:00PM every day) and I would have to squeeze in as much work as possible before the outage occurred. My cable company, Charter Communications, would do “something” to temporarily fix the issue but it never “stuck.”
Fast forward two years: I was reading about a customer’s success story in a magazine. This person was complaining about their cable company via a Twitter post. Within five minutes a cable employee sent a direct message to the customer asking for more information and apologizing for the issue. Within 24 hours, his problem was fixed.
I decided to do the same thing. I had just about had it with my internet and phone service (both provided by Charter). If you read my tweets (Twitter ID: AtlantaSEOWeb) you will see my initial post about how I was ready to cancel the whole service. Well it wasn’t five minutes, but 50 minutes later that I heard back from @Umatter2Charter. This gentleman was on the ball and immediately passed my concerns and information to an upper tech level employee at Charter. Within 48 hours, I had the head supervisor for my region at my home checking levels at the tap and in my home. WOW!! All this from a 140 character tweet just two days earlier.
More and more companies are employing these Twitter voyeurs to scour Twitterers’ posts. Companies realize that messages like these could eventually be indexed and spread throughout the web and possibly hurt the reputation of the company If you have any issues with any big-name companies then I strongly suggest you send an initial “tweet of complaint” and see if you get a response.
Mike L. Silverman
Silver Web Solutions
Twitter Setup Services