As many of you didn’t care a little while ago, I broke my new phone. I mourned the way I always do, by complaining on Twitter. At first I was actually trying to get customer service, but when Motorola proved immune to my cries, I just started venting at them to make myself feel better. It culminated in this gem:
@alex_falcone: @MotorolaSupport If your only response is that your phones are fragile, maybe you can recommend a better brand? @SamsungMobile? @HTCUSA?”
Yeah, it was kindof a dick thing to say. But here’s the silly thing: While Motorola continued ignoring me, HTC’s social media team jumped in and won the day.
@HTCUSA: @alex_falcone We’re here to take up that challenge; have you met the #HTCOneM8 yet?
A perfect brand Tweet: on message, used the hashtag, and included a semicolon to prove the Twitter Intern was an English major. But not super helpful because I’d just signed a new contract to get my #FragileMotoX and couldn’t buy a competing phone. So I tried a long shot. I told them I couldn’t buy a new phone now, but “maybe you can cut me a deal.”
And much to my surprise…
@HTCUSA:@alex_falcone Who knows: maybe we can? Would you kindly DM us your shipping info?”
I started with a legitimate complaint, changed to being a dick, then changed again to fishing for free shit. I’m not saying it’s a good way to live your life—but IT WORKED. A week later, a suspiciously large package showed up that contained a gift bag with a shiny new phone in it.
Not only did they send me a free phone just for complaining on Twitter, they paid extra to ship it a ridiculous gift bag. (Your mileage may vary.) Maybe I just killed the goose that killed the golden M8. Maybe they had a couple left over because they’re releasing a new model in a few weeks. Maybe HTF only did it because I’m famous and they thought I’d write about it here. (It worked! The phone’s great, but Sense UI is supes ugly. Thanks!)
But holy shit, it’s worth it. Twitter hasn’t proven very effective at fixing racism or sexism, but it’s the first place where you should bring your minor problems—like broken phones.
Jesus, I have almost as many followers as you on Twitter, where’s my free shit? I just broke my Mercedes, they made of glass or something? Wish I knew of a sturdier luxury automobile…
The Squeaky Wheel Gets The Grease, right?
My Japanese wife is always embarrassed when I complain loudly about poor products or customer service, but hey – it works.
What does your American wife think, ^frankieb? Or the Brazilian one?
The American wife thinks Frankie’s a horse’s ass.
I’m not sure what my ‘old’ American wife would think on the subject, but we still be friends.
Can’t speak to any Brazilian wife though.
But my girl from Japan would agree with the Horses Ass part. I do too.
DANG SON U STR8 B SWAGGEN
#SWAGBAG#UOHTCBJS
Twitter rulez for customer service needs (except never say “fuck” to the customer service people at Andrews McMeel Publishing–they will NOT replace your defective fucking Dilbert page-a-day calendar if you do… fuckers). And Qdoba and The Original have given me free yummy food.