When I, Chris Abraham, receive bad customer service, I used to call, I used to write, I even used to email. Now, I blog. So do other angry customers.
There’s no denying the power that social media wields when it comes to giving the “little guy/gal” a voice. Time after time we’ve seen Internet users turn into screaming mob ready to storm the gates of a business with virtual torches and pitch forks, all because a company wanted to save a few bucks or got a little overzealous in their exercise of corporate power. Via Search Engine Guide
Case-in-point is my hate-blogging about Media Temple. I really was not getting the kind of attention and solution I was hoping for (and I never did, and by the end, I expected “bending over backwards”) so after the nth email, I blogged my complaint. The Director of Customer Support called me within hours.
Is it me or is the response I received after sending Media Temple a desperate request for help with regards to slow server response times and the email I received from Six Apart totally dismissive and not doing a very good job at all of answering my questions, meeting my needs, or resolving my problem — the tone is, “this issue is not our problem.” You bet your grid it is.
The reply was almost immediate and from their top dog, Andrew, via call and comment:
I just tried to call you, please call me at 877-578-4000 and ask for me.
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