Twitter Doesn’t Always Get You Better Customer Service

Stories about companies that respond with amazing customer service when you gripe on Twitter have become the stuff of legend, but not all companies are on board. Lawyer and blogger Scott Greenfield, for example, has been complaining about his brand-new broken Kitchen Aid refrigerator for a couple of days, now, and all he’s gotten for a response is a pitiful “we’re looking into this matter.” I’ve tried expressing my frustration with a set of broken Kindles to Amazon’s Twitter account, but haven’t gotten a response at all. Those are just a couple of examples I happen to know of, but I’m sure there are plenty more.

It’s always seemed strange to me that companies find it easier to give good customer service on Twitter than by phone or email. But I’m just happy to see any company figure out how to give good customer service. Twitter isn’t always the way to go, though; some companies are apparently perfectly happy to let you sully their reputation by griping on Twitter.

So while I encourage you to make your legitimate complaints known—on Twitter, your blog, or anywhere else you can—don’t always expect a response. Some companies just don’t get it. Or don’t care.