I admit it.
I’m a Twitter addict.
I love the ability to check out what my friends are saying, get breaking news as it happens and express myself in 140 character-length quips. I’m fairly certain no one really cares if I’ve just seen a rattlesnake on my hike or if my rabbit is washing my dog, but we of Twitterland continue the polite fiction that every little thing we do is just fascinating.
I love almost everything about this super-public social media site.
I say I’m interviewing Simon Helberg from The Big Bang Theory and people all over the world tell me how much they love the show.
I see that someone I’ve never met plays World of Warcraft and I can chat with them about how cool our ret pallys are. (It’s good that nerds like me can find other people who know what that means.)
But a recent trend is messing with my head a bit.
Companies using Twitter to keep up appearances.
There are certain companies that I bitch about non-stop.
Banks, my internet provider, two very prominent package delivery companies… One couldn’t seem to care less that they couldn’t find my wedding dress for two days. The other “forgot” to put my package on the truck, telling me it was “too bad” that I had to skip work to sit home and wait for a second day. Well, mention any of this on Twitter nowadays and you will immediately gain a new follower. This morning I complained about my internet provider…I maaay have called them pure evil, but this isn’t exactly the first time my connection has gone out this month, and trying to deal with them on the phone is an exercise in futility. Within five minutes, a rep was not only following me, but asked that I send him a direct message with the name, address and phone number on the account.
I’m sorry, but that is just creepy.
Please understand, I don’t know this man. I’m not accusing him or the company of nefarious plan to stalk anyone, or saying that they have any other intent than to help me out in a very public (and good for the company image) way. After all, I complained in a very public way. But asking someone for personal information on Twitter is unacceptable as far as I’m concerned. Go ahead and message me with the customer service number.
Hell, send me a number that gets me to a person instead of a pre-recorded voice that tries (and fails) to sound like it gives a shit. But do not ask me to send you my information. I have no idea if you’re who you say you are.
And honestly, you have no idea if I’m lying about my identity either.
Companies, you may have a completely legitimate Twitter customer service/PR person, but how do I know that?
And how do you know I’m not a fourteen-year-old girl home sick from school and unable to check Facebook?
I mention the annoyance of it all, you contact me, get my info and it all gets fixed. Great. Evil stalker guy spots a new trend…and next time I mention that something in my house is having technical difficulties, someone not so legit gets my name, address and phone number. I’m just saying…it’s a lawsuit waiting to happen. If I had kids, I’d be freaking out a bit.
So I’m asking you, please let companies know this practice is unacceptable. And for the thousandth time, warn your kids not to give out personal info on the net…EVER! Now, can someone give me a hand getting down off this soapbox?
Update: Right after I wrote this, the company guy sent me a message on Facebook (I have my account linked to my Twitter page) saying, “I thought I would go through here since it’s not so public,” giving me his direct number. Again, not accusing him of anything other than wanting to resolve my customer service issues, but this was after I sent him three separate messages telling him that I was uncomfortable being contacted in this way.
4 comments:
I think while it's obviously a very easy way for them to get public sympathy (as you mentioned--and I, as a non-public figure, don't get the same treatment), this is also a pretty cool way for companies to reach out to their customers, even if it's only the more popular ones.
But I definitely wouldn't think that giving a direct line to call is a good way to solve the safety/security issue. So instead of asking for your information he sends you a "direct line" for you to call. How are you supposed to know that direct line is actually to your cable provider? Maybe it's his cell phone and he's answering from the van parked across the street. The automated answering machines you get when you call a company are annoying, yes, but at least you know you're calling the company--direct lines are usually just picked up by the person whose desk they're on without that automation.
The only way I would feel comfortable with this is if they gave you not a direct line, but a direct extension. Call the usual company phone number, and then when they say you can dial a person's extension you use that one. That way YOU called the company, so you can feel safe.
I agree Russell. I meant the customer service line, since I couldn't look it up with my internet down. :) But you make a good point. The whole thing freaks me out. I appreciate the prompt response to my complaint, but you NEVER ask anyone for personal info online! Totally unacceptable. I did call the company to complain, but they put me on hold for 25 minutes.
I like the idea of being given an extension, maybe a contact person, preferably a supervisor, rather than being asked to give up personal info. It's way too creepy in an era where Google Maps street view and location-based apps are reducing are security and privacy at the same time. That said, I'm glad an attempt is being made to address customer service failures. There are too many companies who seem to think that repetition of the company policy is remotely like service. There are, in fact, too many companies that seem to think arguing with customers is perfectly acceptable. The era of customer *disservice* is upon us.
You do know that Twitter is integrating "Verified" badges, right? A lot of celebrities have them and many companies are starting to use them as well.
I'm sure you are referring to Charter (since they are an ISP and use Twitter frequently to help out customers) and they have yet to get a "Verified" badge - but they should soon.
And correct me if I'm wrong, but this blog post seems to be trying to fix something, something that is already in the process of being fixed, so there's really no point to it.
If you feel safer, just take some extra time and call Charter for tech support and continue to feel free to complain about them on Twitter. No one is going to stop you.
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