Why You Should Reach Out to Companies on Twitter in Addition to Anything Else

Jeanne Marie Hoffman May 9, 2015 General Tips Leave a comment

As I mentioned before, my brand new laptop died a ~~fiery~~ non-eventful death.

Turns out it was a fewÂ days past the store return policy, so I had to send it to the manufacturer for repair.

I reached out on Twitter, but after not hearing anything, I called the company on the phone.

I was quoted two weeks for repair time–between return shipping, repair time, and them shipping it back. Â Which is almost half the time I owned the laptop in the first place!

I tried hang-up-and-try-again, but got the same quote.

I had no other options, so I went for it.

The Twitter account reached out to me the next day via DM. Â I told them my problem was resolved, but asked about the two-week turn around time.

I received a message that my shipping both ways was upgraded to overnight and they’d see about getting my laptop repaired quickly.

I mailed my computer out Wednesday. Â It was shipped back to me by Friday. Â Wow.

So if you aren’t getting the answer you want via the traditional customer service avenues, it’s worth reaching out to the Twitter account to see if anything different can be done.