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Complaints? Tweet ‘Em!

Over the past 24 hours we’ve had three instances of customer service via Twitter and all I can say is WOW.

First, a little background: We own a Kenmore stainless steel refrigerator. It’s about eight years old, but it’s in nice condition. About a year ago it started running all the time. We have an extended warranty, so we called Sears to come out and take a look. Aside from the fact that they canceled on us twice (“There are people with no refrigerators; yours is working.”), when they finally got here the repair guy said it was the seals. He would order two new seals and, once they came, we were to call and schedule someone to come. Which we did. More cancellations since, by this time, it was mid-summer. The guy finally came, installed the seals, and left. They weren’t good, though, so the unit still ran. Uggg. Another guy came a few weeks later. He spent an hour in my kitchen with a blow dryer saying the seals just needed to be stretched. When he left we decided the problem was lower priority than my husband’s medical issues, so we forgot about it. Until Monday.

I was sitting here messing around on Twitter when I saw it: @SearsHTS tweeting with someone else: @meags7827 Glad you connected with @SearsCares re: rebate. Hope all is well and thank you for letting us earn your business! Cc @MySears

Whoa! A problem-solver right there online? I immediately tweeted my own repair issues: @SearsHTS Hi, need help here. Fridge runs and runs. Repair came. Seal is bad. Replaced. THAT one is bad.

I got this response: @NaturalasPosMom Pls DM me your contact info and we can help you.

I did, and almost instantly my phone started ringing. I spent about ten minutes on the phone with a very nice marketing person, who made sure Sears called me first thing Tuesday morning. A few minutes later I saw another tweet from @SearsHTS: @NaturalasPosMom we really do care about our customers. Just contacted Sears Cares. Help is coming!

Today, we’re expecting a repair person who, they promise, will fix our running-all-the-time issue. I’ll let you know how that goes, but I have a lot of hope! (And someone to complain to if they don’t get it right!)

We don’t have a resolution to the second problem yet, but I think it’s worth mentioning. Last night, my husband ordered pizza from Domino’s. Three medium pies with different toppings and sauces. They arrived. Two out of the three were wrong. Completely wrong. Poor Chris! He called the store. The guy behind the counter wanted to make up three new pies and send them over. By this time it was late. Chris asked if he could just get two free pies in his next order. It was too late and we needed to go to bed. No, the guy said. Pies then or never. After my great experience with Sears, I told Chris to tweet about it. He did and got almost an immediate response from @dominos: @cstealey so sorry to hear that. http://bit.ly/3vszZ will let you contact our customer care team. Please send us the details.

Wow! So cool! So satisfying! Almost as great as how, after tweeting @WholeFoods about the butcher guys at my local store not having a straight answer about air-chilled chicken, I was able to go into the store, ask my question, and get a great answer. @WholeFoods promised me, via tweet, they would communicate with the meat counter about air-chilled chicken. And they did.

The point of my stories: If you have a legitimate problem, companies are out there listening. The smart ones are making sure we get responses — even at 10:35 p.m. on a Tuesday night.

Have you used Twitter for customer service? How did it go? Would you ever try it? And hey, are you following me yet? You should be! I tweet about all things green and crunchy…

2 Responses to “Complaints? Tweet ‘Em!”

  1. Shaunak Dave says:

    Hi Karen,
    Thank you for the kind words. We appreciate it! We’re obsessive about customer service and we relentlessly iterate to get it right the first time! Social media makes sense for us. We’re customer facing in the store and we’re customer facing on digital. At the end of the day, it’s about customers. You are professional and courteous and I commend you on that! Fingers crossed that your seal gets fixed. ;)
    Best,
    Shaunak

  2. Leah Ingram says:

    Karen:

    Absolutely! I’ve used Twitter a number of times to deal with customer service issues with everyone from Comcast (cable/Internet/phone provider) to Zappos (shoes’ order). I don’t know if the novelty of having people on Twitter 24/7 to solve problems will eventually wear off, but for now I say tweet to your heart’s desire–or until you get the desired customer-service outcome!

    Leah

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