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“We’re Not Happy ’till You’re Not Happy — part 2
By Sean | March 10, 2010
As this blog post was released I got a twit from a Dell rep regarding the article about Dell that I’ve done. She wanted my mothers contact information and product ID details sent to her by DM. That’s assuming it was a genuine Dell account.
As most of us know Twitter is not the place to give out personal information without having the means to verify the Twitter accounts identity. Not wanting any more grief for my mother I sent my own telephone number and asked for a Dell rep to contact me. I made it clear to the “allegedly” Dell twitter account that I would give my mothers personal information once I’d verified that I was, in fact, talking to a real Dell rep. Figuring that was a pretty reasonable request on my part I awaited the inevitable telephone call.
Did I get one? No!
Why? According to the Dell rep they were not going to do anything for me at all. The rep required that I first forward my mothers personal contact information via a twitter account. An account I had no way of verifying was real.
My guess is that either Dell is extremely stubborn in making sure that their rules absolve them of having to follow up on these situations OR the account was bogus. Therefore I’d caution anyone using Twitter to be wary of dealing with “seemingly” corporate Twitter accounts.
I can think of no reasonable explanation why a real corporate Twitter account — and not someone hiding behind a fake twitter account — would refuse to first speak me on the telephone — when my only purpose was to make sure my mother was not in for a lot more grief before giving out her personal information to the very people who had given her so much runaround already.
Therefore I can honestly say that I find the actions of Dell in this situation to be petty and unreasonable — assuming that Twitter account is real. If it is fake then the least Dell should do is scour Twitter to find the culprit that’s impersonating them and knock them out of the running through Twitter TOS. Either way I’m baffled by Dells unwillingness to sort out a situation they created over a telephone call. Assuming of course it is really Dell at the other end of that account.
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