When I got my iphone I decided taking out insurance with Carphone Warehouse’s Geek Squad was a good idea. I regretted this the moment I took mine in to be repaired and was handed a replacement Nokia handset. The thing had no wifi, no camera but I still had to pay the maximum monthly line rental whilst my iphone was sent off for 2-4 weeks. To add to my annoyance the Nokia was actually the second phone I was given my first (worse) replacement phone was broken.
After two and a half weeks I was missing my phone. I was sick of getting lost and desperate to take another picture of the sandwich I ate for lunch. The online tracker didn’t seem to be working so of course I turned to Twitter in this woeful time complaining that Carphone Warehouse are ‘shit’.
I had no idea this would actually result in me getting my phone back a lot quicker than if I’d sat back and waited for the actual service I pay for. I talk clients all the time about using Twitter as a customer service tool but I’d never experienced it first hand.
I received a reply from @stuartcarphone the next day asking me to check the online tracker
Which of course I has been checking (I was still at stage one out of five) So @stuartcarphone asked me to email all my details.
Turns out the tracker was down and my phone actually was in the store even though I was supposed to receive email notification when it arrived. I think its great that Twitter is picking up on these things and I love that companies are willing to spend resource on this type of customer engagement. Its just odd that traditional forms of customer satisfaction are still being neglected.