When Social Media Just Isn't Enough

My girlfriend has recently been having problems with Vodafone.

She upgraded her contract with them to an iPhone 3gS and has since had no end of troubles trying to get any signal/cellular network.

The obvious outlet for her frustration was via her Twitter feed, where her tweets were picked up by @VodafoneUK who replied to her straight away offering help by means of an email.  The email led to a reply stating they could not help her and she would need to phone.

Fast forward to today where in total there have been 9 phone calls, 1 store visit, 2 new sim cards...and still no working phone.

But every time she or I tweet about Vodafone, we receive a reply saying "Sorry to hear you're still having problems, drop us an email or contact us via the eForum".


It must be frustrating working the Twitter account for Vodafone because they seem keen to help, but they're being let down by the Customer Service call centres...there's nothing else someone on Twitter can do, they have to rely on the one-on-one contact of a phone call or store visit.

Monitoring Twitter for mentions is a fantastic Customer Service aid and really helps customers feel they are being listened to, but make sure the rest of the Customer Service department can match it for use

Rant over.