I am not a twitterer nor am I a tweater, but I thought that both were
restricted to being brief, so
did the servers have to open up a new facility to accommodate Mark's messages,
for neither of them,
in my view, were brief, but bouquets to the coffeemaker people for their rapid
response!
Jewel
--------------------------------------------------
From: "M. Taylor" <[email protected]>
Sent: Thursday, October 04, 2018 3:07 PM
To: <[email protected]>
Subject: The Power of Twitter Continues to Amaze Me
Hello Everyone,
As the subject line states, I continue to be amazed by the power of Twitter.
Two days ago, at approximately 3:00pm, while on a call with Keurig, the
makers of my K-Elite coffee brewer, discussing the best method of cleaning
the machine, the representative suggested that I disassemble a particular
component of the device for even better results. Keep in mind, that when I
initially placed the call, my coffee maker was working perfectly. I called,
therefore, in anticipation of when a de-scaling / cleaning would be
necessary; wanting instructions on how it should be done.
Following the representative's instructions, while on the call, I was told
to, twist, the component rather than, pull, it apart. When I informed her
that the piece would not budge, she insisted that I twist it even harder. I
complied and the component broke off, ruined.
She placed me on hold. When she returned, she acknowledged that she had
given me the wrong instructions and apologized. She escalated the call. A
second-level representative apologized and said that a replacement part
would be shipped out but that it would not arrive for at least 10 business
days.
While I was livid, I did not yell or behave in any way shameful. I
requested that I speak to a manager.
My request was granted and the manager informed me that neither she nor her
manager could get the item to me any sooner than 7 business days. She
apologized, sincerely, or so it seemed to me, and gave me coupons for free
boxes of any coffee of my choice.
What began as a simple 5-minute call, turned into a 1-hour affair which left
me disappointed, angry, and, most importantly, without the use of my coffee
brewer.
Shortly after the call, I posted the following tweet:
[BEGIN TWEET]:
I called Keurig customer service to ask simple question. CoffeeMaker was
working fine. Followed their instructions while on call and they broke my
machine. They will not ExpressShip replacement part. I have to wait 10
business days to receive. So very disappointed and angry.
[END TWEET].
A short time later, on that same evening, I was contacted by Keurig, via
Twitter.
Eight hours later, I received an email stating that the replacement part had
been shipped, next day express, and that I should have it within 22 hours.
Four hours after receiving the shipment notification, I received an
extremely gracious phone call from Keurig Corporate, expressing their regret
at my inconvenience.
The part arrived, on-time as promised, my coffee maker is back up and
running, and I posted a "thank you" tweet which reads as follows:
[BEGIN TWEET]:
A very heartfelt "thank you" to the good people at the Keurig corporate
office. After my tweet, they immediately contacted me and graciously
consented to ExpressShip the kCup replacement part for my coffee brewer. It
arrived today. Keurig, you are the best.
[END TWEET].
The power of twitter continues to amaze me because, more often than not, it
serves as a fast-track to company corporate headquarters.
So, if you have not yet done so, learn how to use the fully VoiceOver
accessible Twitter for iOS app, in order to harness the power of Twitter,
and, who knows? someday, it may just save the life of your coffee brewer,
also. (smile).
Mark
--
The following information is important for all members of the V iPhone list.
If you have any questions or concerns about the running of this list, or if you
feel that a member's
post is inappropriate, please contact the owners or moderators directly rather
than posting on the
list itself.
Your V iPhone list moderator is Mark Taylor. Mark can be reached at:
[email protected]. Your list
owner is Cara Quinn - you can reach Cara at [email protected]
The archives for this list can be searched at:
http://www.mail-archive.com/[email protected]/
---
You received this message because you are subscribed to the Google Groups
"VIPhone" group.
To unsubscribe from this group and stop receiving emails from it, send an email
to
[email protected].
To post to this group, send email to [email protected].
Visit this group at https://groups.google.com/group/viphone.
For more options, visit https://groups.google.com/d/optout.
--
The following information is important for all members of the V iPhone list.
If you have any questions or concerns about the running of this list, or if you
feel that a member's post is inappropriate, please contact the owners or
moderators directly rather than posting on the list itself.
Your V iPhone list moderator is Mark Taylor. Mark can be reached at:
[email protected]. Your list owner is Cara Quinn - you can reach Cara at
[email protected]
The archives for this list can be searched at:
http://www.mail-archive.com/[email protected]/
---
You received this message because you are subscribed to the Google Groups
"VIPhone" group.
To unsubscribe from this group and stop receiving emails from it, send an email
to [email protected].
To post to this group, send email to [email protected].
Visit this group at https://groups.google.com/group/viphone.
For more options, visit https://groups.google.com/d/optout.
