About 6 or 7 weeks ago I was asked to demo some software (a news clipping kind of service). As part of the demo, I was promised a $50 gift card to Barnes and Noble. Fulfillment was supposed to be 4 weeks tops. 5 weeks later, I emailed them asking where it was. My account rep was going to get it fixed. Still nothing.
Today I see another ad for the offer. I post about it on Twitter. It read "sees the Vocus PR software offer for a free $50 gift card. All good, except I took the tour over 6 weeks ago, no gc yet. False ads?"
Just got a phone call. Someone else looked into it, remedied the clerical error, and is sending it out Monday.
This is NOT how customer service should be handled, but kudos to them for watching and trying to help where they can. Used in this manner, Twitter can possibly save customers that have fallen through the cracks inherent in any customer service system.
Anyone else have a similar experience?
BTW - you can follow me on twitter at http://twitter.com/coskier or see me on Facebook at http://facebook.com/chester