If you’re a big, established brand and you don’t get back to people’s concerned tweets, why even have a Twitter account to begin with?
— Tina Roth Eisenberg (@swissmiss) October 15, 2012
I rarely customer-support-frustration-tweet. But when I do, it usually means I have reached a point of serious customer un-support.
If there’s one thing I’ve learned with selling a product, it’s that companies need to take social media channels like Twitter seriously. It’s part of today’s customer support landscape. And I am not just talking about unhappy customers reaching out, also the happy ones. They both want to be heard.
There’s so much goodwill you can build up by simply *listening* and showing that you care. So, I am wondering, why does a brand like KitchenAid even have a Twitter channel if they keep ignoring tweet one, two and three?
This is a customer support fail of epic proportion. And if you knew the customer un-service G and I experienced with our freezer over the past week, and the reason why I even considered reaching out via Twitter, you would pull your hair out too.
So, please, if you care about your brand, pay attention to what your customers say on online. Or don’t have a Twitter/Facebook account to begin with.
And I hope I’ll eventually I’ll find out why I have snow in my freezer.
UPDATE: Kitchen Aid has not responded to any of my tweets or this blog post. It’s simply baffling. But the Financial Times has.
UPDATE 2: Two days after the Financial Times Article came out I heard back on Twitter. We were asked to email them our problem. Then a phone call happened. Everything was a big dose of ‘meh’. I spare you the details. I just say so much: Think twice if you’re considering buying a Kitchen Aid refrigerator.