Another example of social media brand monitoring failure

Yesterday I wrote how about how Company A failed to properly monitor their brand on Social Media.

Now let’s move to Company B. Company B is a web hosting company who I was chatting with a friend about in public stream about their their “green” hosting and how affordable their services were.

Within a matter of minutes they responded and were even so kind as to offer a coupon for a percentage off of annual hosting.  Score – who can argue with that? I quickly applied the given code at the time of my purchase.

So far….so good….website building has begun.

Three hours later…I’m stressed beyond belief that the website I am building is taking well over one minute to load (which is an eternity in the online world).

Several Twitter friends are aware that I’m building this particular site and are tweeting asking how things are going. Publicly I’m complaining about awful load times (and referencing their company when asked who I am hosting with).

Nada…nothing….zilch…not a single comment from them.

I contact support via the chat option on their website….beyond despicable. I’ll sum up the highlights of the conversations (yes, all 7 of them):

  • The site is loading in 3 seconds on our end (um, I’ve had 12 different people test it all with the same results-some with load times of up to 2 minutes)
  • Sorry that we don’t have cPanel, we have our own stuff (should that have been obvious before I placed my order?)
  • Oh, you need configuration information? Yes, it’s not easy to find but here you go (at least they told me, but again, shouldn’t it be easier to find?)
  • I’ll pass your concerns on to someone else (translated to: I am working from a script and cannot deviate from it)
  • I realize you verified your information in the six other times you contacted us but I still need to confirm all account info (again: script)

The end result? I canceled the hosting the same day that I bought it. As a result of sharing my saga with Twitter friends I discovered that my friend @OwenGreaves is not only a great social media blogger but he also has a website hosting company. His plans are also quite affordable and he is always super helpful on Twitter so I know I’ll get Class A customer service if I run into any issues.

What Company B did do right is that they did promptly pick up on my conversation regarding their services and it was great to be offered a discount code via Twitter. However, like Company A, they also failed to jump into the conversation when I was expressing my dissatisfaction with their online support help desk.

Tomorrow: Company C….what do you think? Did they fare better?

Thursday’s post will wrap up with tools to use and will also reference a recent, related blog post by a friend on filtering and monitoring.