Friday, May 10, 2013

Complaining about poor customer service via social media

We're getting new carpet in Cora's room.  The carpet in there currently can best be described as...early 90's blue, maybe?  We looked at options at Lowe's, Home Depot, and a local carpet store.  The carpet that we liked best was from Lowe's.

The guy came and measured the room on Monday.  By Tuesday, they called and left a message saying they had our estimate and to please call them back.  Thus began four days of playing call tree roulette.  Will I get through to the right department?  Will no one answer and I'll get booted back to the beginning automated greeting?  We just don't know! 

Today was day four of getting absolutely nowhere.  In my aggrevation, I turned to Twitter and tweeted the following:


Do you see how good Lowe's social media folks are?  I mean they're using text speak for goodness sake!  They also responded within the hour of my vented frustration. 

After I got the girls down for a nap, I tried calling Lowe's one more time and finally got through.  I mean, yeah they managed to hang up on me while trying to transfer me to the service desk to pay, but I can't win them all.

As to not leave the Lowe's Twitter folks hanging, I sent the following email to say it was all taken care of. 



I've worked in customer service before, so I think they'll enjoy the illustration I included. 

My point, and I do have one:  If you're a business, and you have a social media account.  USE IT!  Use it for good.  Also if you're a business and you don't have an updated website, you're dead to me.

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