Twitter Solves Customer Service Ridiculousness
April 20, 2011 1 Comment
I’ve heard stories about how Twitter can be used to address customer service complaints, but had never experienced it first hand until last week (I know this post is a bit late to the show, but it’s been very busy around here). Here’s a synopsis of what happened:
On March 13, I ordered a Visa reward card from U.S. bank to use credit card reward points. After a month, I had not received it. I called U.S. Bank customer service to find out about the status of my card. I ended up getting transferred five times and spent 40 minutes on the phone – just to reach the person I needed to ask the question to because apparently no one knew and no one knew how to transfer me directly! I told the same story to every person. In the process, I got transferred once to someone trying to sell me something and had several of my waiting transfer calls dropped.
When I finally got to the correct person, they said they would resend my card. I would receive it in 7-10 days and they would even waive the $15 fee since I had not lost the card. Needless to say, I was not happy. I vented on Twitter using the hash tags “usbank” and “horribleservice”. The next day, @AskUSBank was following me and had replied to my post asking me to direct message them my contact information so they could get in touch with me about my problem.
I replied to U.S. Bank via direct message and later that day got a call from someone at U.S. Bank who wanted to look into my situation. It’s a good thing he did because he said he could not find any record of what I had been told. He wanted to research the issue and call me back. He called back within two hours and said that my original card had been returned (still don’t know why – and still don’t know why I was never contacted). He said he would have the card resent and if I did not have it within four mail days, to call him directly. I got the card two days early.
Overall, there are clearly some major customer service and operational gaps in this process. I am, however, happy that Twitter helped solve my problem and that Ryan (the person I spoke with) took the initiative to be proactive about what should have never been an issue for me.