So a month ago, I ordered a laptop for my second boss, and had issues with the order. They cancelled the order on me, and I was so infuriated that I couldn’t even manage to continue working on ordering it. How could a company not take my money because of a small issue with the credit card address verification. I copied the address line for line from the credit card statement and gave them what I had, but it was no good.
I ended up asking someone else in the company to do the order because I must have had the wrong information, and I couldn’t deal with the poor support I was receiving. She was able to order the laptop, but not without problems of her own. Thankfully, it arrived a few weeks later, with not further issues.
A little while back, I ordered a second laptop for a co-worker of mine, and yesterday, I received an e-mail letting me know that the order had been cancelled. Frustrated, I e-mailed them, and asked what was going on. I didn’t receive an immediate response, so I posted my frustration on Twitter. A few hours later, I received a response asking me for the order details from the social media account of the company I was ordering from.
The next day, I received a phone call, with a very sympathetic rep that explained why the problem existed and how we could fix it so it doesn’t happen again. She then proceeded to compensate me for the frustration I was experiencing and promising to follow up on the case.
I feel like contacting the brand was the most effective way to get a resolution, and while I think it is a little strange, did I just experience the future of customer service, first hand? Should customer service be better through social media than traditional contact methods? I don’t think it should. I think all customer service should be great, and social media should be a piece of that puzzle. I shouldn’t have had to make contact over social media as a last resort. Instead, it should have just been a choice like any other.
Why would I want to go through normal routes of communication if social media is the only one that creates action?