MindComet

Twitter support, can I get some $&%*#@& help?

Question: If I use a free service, which offers support to it’s users, what can I reasonably expect in terms of customer care? Am I entitled to the same levels of care as a customer of a “pay” service?

Case in point, Twitter. A well-known free service, which offers a support queue. A queue in which I’ve had two tickets for some time now. The first is dated 11/14/08. The second (which really is the same issue, just resubmitted) is dated 12/04/08. Neither ticket has been responded to by their support department. This lack of response is extremely irritating.

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Posted by Jeremy Hilton on Dec. 16, 2008

Social Media wins the battle!

Victory! Social media wins!

If you aren’t familiar with my plight, please refer back to My Land Rover Battle

So a few days ago, my wife received a call from Mr Fields directly. She explained the situation, noting the poor customer service we suffered through. From what she tells me, Mr Fields was not too happy with his staff. In fact, he couldn’t believe some of the things that we were told.

Thankfully his disgust translated into action. He told us to bring our car back and that his staff would diagnose the problem at no charge. We did just that this morning.

Good news, the issue apparently was very minor and Land Rover fixed on the spot at no charge.

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Posted by Jeremy Hilton on Oct. 20, 2008

My Land Rover Battle

Twitter friends! Please help me to demonstrate the power of social media in my fight against Land Rover and Fields BMW. This could be a really cool social media experiment!

Here is the background on my battle.

My wife and I dropped our 2002 Freelander off to diagnose a “check engine” light warning. When we picked up the car, my wife noticed the following new issues.

* The locks on all the doors no longer work
* The back window won’t go down
* The built-in security system no longer functions.

When we informed Land Rover about this situation, they had the following response

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Posted by Jeremy Hilton on Oct. 02, 2008