I don’t always complain about a business, but when I do, I like to use an infographic from which everyone can benefit.
After preordering the new Motorola Hint on the first day available, I was told I would receive my order by October 3rd. When that date came and went without even a shipping notice, I reached out to Motorola on Twitter:
@Motorola my Hint order is supposed to arrive tomorrow, but hasn’t even shipped yet. What’s the latest? Thanks!
— Andy Beal (@AndyBeal) October 2, 2014
— Andy Beal (@AndyBeal) October 6, 2014
@Motorola any reason why you are ignoring my tweets and DM?
— Andy Beal (@AndyBeal) October 7, 2014
Despite Motorola being very active on its Twitter accounts, no one cared enough to get back to me. Not that I can blame Motorola’s Twitter team–after trying Live Chat and telephone support, I can see that all Motorola customer service is equally bad.
Of the 8 best practices listed below, nothing will lead to a tarnished reputation faster than not responding to a customer…especially when they try so hard to reach you.
P.S. Despite searching, I couldn’t find the author of the above infographic.
P.P.S. My Hint finally shipped and is due to arrive tomorrow. Still no replies from Motorola though. 🙁
Update: Almost a week later, I hear from Motorola Support.