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Posts Tagged ‘PR’

I wish I had a screen shot of my Facebook post but I complained to Verizon Wireless about my Incredible before I headed to the store and the community responded first by saying since I went through six phones I was entitled to a different phone.  I do not complain about customer service and I tend to give the companies the benefit of the doubt but this is different.  I mean six phones is a little bit extreme to keep replacing with the same refurbished problem especially since the one that was replaced was replaced less than a month ago.

I have tweeted to @VerizonWireless but things go to deaf ears over and over again.  I just wanted a new phone that does the same thing my old.   I was never looking to upgrade or get anything for free but just have a phone that works longer than three weeks.  There is something wrong with the phone I have and refurbishing them wasn’t solving the problem.

I did not get any kind of response and when I got home I went to see what was  happening with the post I asked questions on and it was deleted.  Not only did they not solve my questions but they deleted it and now there is only corporate content on there and nothing posted by people talking about their products.  Verizon never responded to my question on the Facebook page either the community only did.

I am not really wanting to go all United Breaks Guitars here or anything because I decided to visit a different Verizon store than the first one I was going to because I got sick of the same thing. The entire process took almost forty five minutes but I did finally get an Incredible 2.  Orignal Incredible has been nothing but a headache and the process of getting stuff done over and over again and not even acknowledging me online was ridiculous.

I get companies don’t like user generated content on their page but it is problem solving that builds trust and helps establish relationships.  I have seen this on other pages where they frown upon someone asking questions or posting content on fan pages.

You can not have an open relationship with a guest or customer if you ignore what they are feeling.  That is bad public relations and even worse customer service.  Yes my problem did get solved but this should have been fixed four phones ago and not on the sixth one.  The Incredible is a huge fail and even though I love it when it works but when you are replacing defective devices with more defective devices it does not make for good customer service.

Would I be writing this if I had been answered on the Facebook page or Tweeted to?  No, and I probably would have had more love for them but since I am being ignored which is not a good feeling I think it is time for companies to actually listen to the consumer.

You can be on social media all day and just push your holiday sales and your new products but when something breaks and breaks and breaks again you need to be strong enough to say, “Yes this is a problem and no this isn’t marketing but customer service, it fits into a different silo but we are all people.”

What is so wrong with giving the consumer the reigns to talk about your product on your page even if it is bad?  I could have easily ended the day with “This is a crappy product but the manager at the 12 and Dequindre store in Warren did a really great job even if it did take almost an hour.”

Hiding behind a logo is fine and dandy but in the end we are all consumers and we all just want to be heard and NOT deleted.

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#journchat LIVE
Monday, August 17, 2009
6:30 – 9:00 p.m. CST
7:30 – 10:00 p.m. EST

The mission of #journchat has always been to improve the relationships between public relations professionals, journalists and bloggers. Together we’ve created a safe environment to explore each industry and ultimately how social media is influencing all of us.

The goal of #journchat LIVE is to have simultaneous live events occurring at the same time around the United States (and elsewhere if time zones permit). We’ve spent more than seven months sharing our thoughts and opinions online. While this format may not change, it was suggested that we incorporate a face-to-face event.

@prsarahevans created this weekly chat and this is from her email to me.  I was urged to take control and be the #journchat Champion for Detroit.  So far I have emailed and through some of my connections received positive feedback on the situation and a warning.

I am new to Public Relations field but I do believe in collaborative learning and I have found my way around the digital landscape and am very active in the community.  I am active in PRSA Technology but still need to get into the game and call people to interview them.

I have never been a leader.  Normally, I would rather sit behind the sidelines and then add to the conversation.   I am conquering my fear of leading, doing something positive for Detroit, and am going to try and do it maybe with out a laptop.  Which is going to be hard because a Tweetchat screen would be great on a screen so people can see the syndication.

As I have said before this is going to be a challenge.  I haven’t worked in the industry really  long and I am trying to bring everyone together .  I have included radio as well.  I believe they are in this with us and maybe if they are on Twitter they can chime in too.  They are losing jobs at a frequency close to that of the newspapers and DJs are being replaced by voice tracks and MP3 files.  People are turning to their Ipods instead of the radio.

This should be an interesting thing if everyone shows up and is involved in the conversation.

Can you give me suggestions on how to make this a great event? What do you suggest for a first time event planner? HELP!!

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