Twitter is the best channel to getting fast customer support ...

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avasopht
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Joined: 16 Jan 2015

Post 21 May 2023

I've spent the last 2 months chasing up my energy company to transfer funds from my old account to my new account that they made me create to set up my direct debit.

But all energy usage was transferred to my new account while the credit remained on the old one (putting the new one in debt).

I sent out emails, I used their WhatsApp support, and I made regular calls to the billing department to no avail. On Saturday, I even resorted to calling their emergency helpline - and the guy messed up my account even more by updating the email address to something that did not make the slightest bit of sense.

I have to wonder if he did it on purpose because he read back the correct email address, but had put in something completely different.

Because of those changes, I was told that nobody could even correct the email address until Monday (but that department is the same one that has been messing me around).

So I wrote a tweet, @eon_next has the worst customer service I've ever experienced in my life ... detailing how long I've been chasing this up and the malicious act from their agent on Saturday.

Within 12 hours he had everything fixed.

This isn't the first time I've got a company to listen and fix a problem by tweeting about it.

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BRIGGS
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Joined: 25 Sep 2015
Location: the reason rack

Post 21 May 2023

What? ....Twitter is more than cute cat gifs? : )
r11s

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bxbrkrz
Posts: 3916
Joined: 17 Jan 2015

Post 21 May 2023

I've read the same for years regarding youtubers trying to contact youtube directly. They have to beg on Twitter. Very strange, but it is by design looks like.
The art of public shaming never fails, for good or evil.
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avasopht
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Posts: 4024
Joined: 16 Jan 2015

Post 21 May 2023

bxbrkrz wrote:
21 May 2023
I've read the same for years regarding youtubers trying to contact youtube directly. They have to beg on Twitter. Very strange, but it is by design looks like.
The art of public shaming never fails, for good or evil.
BRIGGS wrote:
21 May 2023
What? ....Twitter is more than cute cat gifs? : )
Twitter is marketing, from a company's point of view.

It's incredible just how quickly they resolve issues through Twitter compared to every other channel.

I've come to believe a lot of customer service (including call centres) are just buffers to the real customer service that is now in very small supply.

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Aosta
Posts: 1129
Joined: 26 Jun 2017

Post 21 May 2023

I personally don't use any social media and find it excluding when you have companies (Reason Studios included) who run aspects of their business like this. The dreaded 'find out on facebook' or 'check twitter for updates' is a barrier.
I also find it worrying that the police are easier to contact on instagram than by phone but that's a different story..
Tend the flame

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mimidancer
Posts: 764
Joined: 30 Sep 2021

Post 08 Jun 2023

Behringer is always responsive on their Twitter feed.

PhillipOrdonez
Posts: 3947
Joined: 20 Oct 2017
Location: Norway

Post 08 Jun 2023

They are still on Twitter? Please tell me that their account doesn't have a paid for blue checkmark 🙏

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bxbrkrz
Posts: 3916
Joined: 17 Jan 2015

Post 08 Jun 2023

Way back when I sent an email to Props, something about Record and my midi slaved gear. I got a reply weeks, weeks, weeks later, asking me if whatever issues I had was solved. They were sorry. I never replied back, solved by making my gear the master instead.

What a sad way to validate your own public shaming via the pressure of social flagellation.

Thank you blue checkmarked birdy? :lol:
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DaveyG
Posts: 2599
Joined: 03 May 2020

Post 08 Jun 2023

I've got a mate who reckons he has the perfect system for getting prompt attention from most businesses. First you try social media. If that fails you go and leave an absolutely stinking review on TrustPilot then post a link to it on the same social media. He reckons you almost always get messaged within a few minutes. The bigger the company the quicker the response. I've never tried it myself...

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