Another Twitter Done Poorly Story – Bad Verizon FIOS

Posted by Paul Colligan on Monday, June 21, 2010

Several of you have asked why I left Verizon FIOS. Isn’t fiber to your house the greatest thing since sliced bread?

Well, in short, FIOS left me. You can read the article here. Service has gone down tremendously and there is really nobody to call about it. What a mess.

Last Friday, after waiting in line 45 minutes at the local Verizon store to be told that they not only can’t help me cancel FIOS, but aren’t even really sure where to send me (yes, they said the Kiosk at the local mall “might work.”) I decided to send out a Tweet asking how to cancel.

That was over 72 hours ago.

They just tweeted back … “Is there anything we can do to help you out?”

You see, not only did they take three days to respond, but … it’s obvious they didn’t even read the Tweet.

I’ve said it before and I’ll say it again – “You need to train in Customer Service 101 before you train in New Media 202.”

Why does this have to be so hard?


 
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  • http://rafaelmarquez.me/ Rafael

    It's not “sexy now hubba hubba” to teach customer service 101, so misguided companies ignore it. They think that “having a presence” is enough, when it really isn't.

  • paulcolligan

    But it's not a wash. It's a big negative. Telling me you are not listening to me by Twitter only magnifies the fact that I don't matter. Ignoring me usually can't be indexed by Google – but now, with Social Media, it can.

  • http://rafaelmarquez.me/ Rafael

    Exactly! Before, they could ignore you and only you and 2 or 3 other people would know. Now, with social media, thousands of people can know that they ignore their customers. Verizon seems to think that “having a presence” is all they need to do.

    Maybe they just don't know how to use search.twitter.com…

  • paulcolligan

    Rafael. They know that. They got the “Customer Service 202″ part. That's how they found me – I'm sure. But they just have no idea at all what to do with me past ask me questions pre-approved by the lawyers.

    I asked for something very specific in the Tweet – and nearly 5 days later they have yet to respond with an answer.

  • http://www.trafficgenerationcafe.com Ana | Traffic Generation Cafe

    At least they answered the Tweet… I was almost impressed with that. :)

    Ana Hoffman

  • paulcolligan

    Really? Answering a question with another question is impressive?

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