Whenever I try and report something wrong, such as a problem with a website or bad service, I find that the reporting process is more broken than the thing I am reporting.
So I end up in a black hole of reporting the reporting process as being broken…
Eventually I have to stop digging.
Often, I am just trying to be helpful to the organisation, although I think that sometimes that really gets them – they just don’t have a process for helpful people.
Here’s an example of a recent complaint (so far), to Lexus Reading:
I tweet: Your service is appalling – at least reply to my email.
They tweet: DM me with your contact details.
Me: I can’t, you block messages.
There is so much wrong with this.
Their social media people have blocked messages, and then don’t even know they have done it! And just how much “engagement” is the social media, rather than pumping out propaganda.
There attitude: Ah, so there is a problem; I’ll get the customer to spend some time helping me sort it out.
Let’s send them a message, they think:- I am reminded of the episode of the IT Crowd, when Moss says he has sorted the fire problem by emailing the Fire Brigade.
What they could have done is pick up the phone and call the branch (I have discovered that the Twitter account seems to be centrally run by head office).
Then the branch could go, “Ah, we have this Hugh Glaser guy who is having a problem – let’s find out what the problem is, and see if we can get it sorted and then report the sorting to him”
Anyway, the manager has called and he seems OK – he actually picked this all up last night and tried to find my details (which were in Ori’s name – can’t make it too easy for them 😉 ). It looks like it will be sorted.
I reported his broken social media service to him 🙂