Twitter’s Great, but Customer Service Requires People

It’s so hard
It’s so hard

You can tweet until your fingers bleed, but unless the people on the ground touching customers are communicating well, you might as well be shouting into the waves crashing onto the beach (apologies Demosthenes).

I recently shouted at my own waves as the good folks from HP and Microsoft Stores tried to help me, but a communication gulf between me and the guy at the MS Store in Christiana Mall, confounded all their efforts.

I bought an HP Touch Screen Laptop at the Microsoft Store in Delaware’s Christiana Mall because the Apple store wanted me to make an appointment to spend $2000 for a new machine (a whole different story).

Anyway, after five months the hard drive on my new machine died and I took it back to Microsoft Store. The woman who waited on me confirmed was dead and “it had to be shipped off to HP to get it fixed.”

After the appropriate scanning and signing and whining (on my part) off it went to HP — I thought.

I went home and with righteous indignation began bad-mouthing HP via Twitter.

HP uncovered my tweets and answered me.

Hmmm I thought, okay they can fix this, cool.

We did tracking and we did this and that, until they “escalated” my complaint to the next higher-level of complaint resolution (or getting that crazy man off twitter specialist).

Come to find out that my machine never made it to HP; they track serial numbers and product numbers, and probably every fingerprints.

I call the Microsoft Store – actually my wife did, I’m chicken – and they said my baby was shipped to the OEM – whatever the hell that means – and it was being diagnosed.

I’m a patient man – but my laptop sat at the store for six days before it was shipped.

So I get on Twitter again – this time to tell the world about the Microsoft Store and their poor customer service.

The Microsoft Store intercepted my tweets and we too went back and forth.

In the interim BTW HP called me twice to tell me they still hadn’t received my machine.

Finally the Microsoft Store – the one where I bought my laptop – called and explained that the OEM is the Microsoft Store Depot maintenance place and my machine was now being sent to HP — two weeks have gone by and the laptop has still not made it to HP.

Obviously I’m not happy, but at least I know a couple of things.

  1. HP cares about me.
  2. The Microsoft Store guys on Twitter care
  3. Where on the planet my machine is.
  4. The guy from the local store and I didn’t communicate well.
  5. The mystery of why my machine didn’t leave the store for six days will never be solved.
  6. The best efforts of HP and MS on twitter can be undone by the folks at the store.

I am told by the Microsoft Store in the Christiana Mall to expect my machine back on 20 March 2015.

In the interim I’ll just use old MacBook circa 2009 (wonder if there is a lesson there).


2 thoughts on “Twitter’s Great, but Customer Service Requires People

  1. Escalating with HP is as simple as a phone call sometimes. I am a current customer and I have dealt with many vendors before and none have ever stepped up like HP, ever, in 20 years.


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