Customer service via Twitter


Here is something you may not be aware of.  Large corporations regularly monitor the prominent social media sites (Facebook, Twitter, LinkedIn, etc.) as part of their effort to maintain a positive image.  When someone posts a message that includes the company name, someone at the corporate office is notified virtually immediately.

I have read about this before, but never had a chance to actually experience it until this past week.

I shipped a laptop to a customer in Georgia.  If you have purchased a laptop from me and you are out of state, you know that I take great care in packaging.  I use a new box.  I wrap the laptop itself in bubble wrap, then place it on a layer of styrofoam peanuts in the large box.  Then I fill the rest of the space with peanuts so everything is packed tightly, and seal up the box with packaging tape.  I shipped it through UPS and insured it for $300.

A few days later, I get a call from my customer – the packaged was damaged in transit, and the laptop screen does not work.  What a pain! Well, these things happen and that’s why I got the insurance.

So, I put in a claim with UPS that day.  Someone from UPS picked up the laptop and the damaged box from my customer as part of their investigation.

A few days later, I got a call from the UPS person in charge of the claim.  He said that the claim was being denied.  I was obviously surprised at this.  When I inquired why, he said that the reason given was “insufficient packaging”.  We went back and forth a bit, but there is no arguing with a large, bureaucratic organization.  There’s just nothing you can do.

Or is there?

After that phone conversation, I logged on to my Twitter account (if you use Twitter, you can follow me here).  This is what I posted:

Twitter post

Here is the fun part: within 10 minutes of my posting that, I got a call from one of the “senior” claim investigators at UPS.  She was calling to advise me that they had looked more closely at the claim, and determined that it was a valid claim after all.  So the denial was overturned and the insurance claim was approved.

Something handy to remember when you are hitting a brick wall with a large organization.  Can’t guarantee it will work every time, but it’s worth a try.

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