The Power of Social Media

(This post is not about any company, it’s about the power of social media.)

The other day we had a slight run in with a company, who shall remain nameless. It had bought out another company with which we were under contract when we lived in Texas. When we signed the contract, we knew a move could be imminent, so we asked if there was a cost involve when moving before the end of the contract. Their answer was no. We thought nothing of it. Fast-forward to the present. We moved…an expensive move with no one else covering expenses. My wife gets on the phone with the new company to make sure there are still no added costs.

There are.

My wife explains that before we signed we specifically asked that question and were promised no expenses. It’s not much help. They tell her we’d have to commit to other contract and pay either $99 or $199 to not extend, or just pay the remainder of monthly payments…right! It should be free, or we should be grandfathered in. It’s not much to you, but it IS to us right now. She went on and on with them, until in frustration the rep said he’d get it to zero and then they hung up.

Next day the tech comes, sets up (he was really great, I mean it), then it comes to contract time. He looks at his notes, sees that they had spoken on the phone with a rep, who shall remain nameless as well. He does not have zero, and he has a new contract. My wife specifically told them we did not want to renew with another contract.

Back on the phone she goes…and on hold…and reconnected, etc. They decide to listen to the recording of the call to see if she was promised zero and no contract by the new rep. They come back calling her a liar. Can we listen to the recording, ‘cuz she knows what was said and is not lying! Not without an attorney. We don’t want an attorney. We’d like decent treatment.

No dice. We pay $99 extra dollars. Case closed. Or is it?

After spending probably an hour or more on the phone with this company, we got no where. I decide to turn to the POWER OF SOCIAL MEDIA.

I have a three prong attack planned, if needed to easily fight for my $99. All I needed was one tweet, less than 140 characters.

Within 10 min. the social media team of this company is being courteous AND helpful. Within a few exchanges, few in characters, large in significance, our issue is promptly resolved.

The company saved themselves a lot of bad press because the social media team realizes the dynamic power of word of mouth to the masses. My wife told the guy on the phone that we would pay and tell everyone we know not to do business with this company. It didn’t phase them. She failed to mention that we’re pretty tech savvy and can tell many people we DON’T know the same.

I’m not into boycotts or anything. But I found out that I don’t like anyone calling my wife a liar. I also  confirmed something I already knew to be true, and found out just how powerful social media can be to give both good or bad press to the world of cyberspace.