This is just a very simple follow up piece on an issue that I was having with Eircom, which was dragging on and on forever.
Basically I was pretty much getting no satisfaction, I was being passed from pillar to post and getting nowhere fast.
In the meantime I read an interesting article about how many years ago a guy in the States blogged about lousy service he had received from Dell Computers. Once he had blogged the post was noticed online and soon there was an avalanche of people with the same problems & eventually Dell spotted the commotion, reacted and more importantly took the issues on board and sorted out some serious issues they were having.
Eircom Business
I took the same approach and put my frustration on my blog (I circulated this through Facebook & Linkedin) and found that while no one in Eircom was listening through the normal channels the story online was quite different!
Within hours I had a guy onto me directly from Eircom responding to my blog post. The issue that had been dragging on forever was sorted within a week (well hopefully, when I get the credit I will know it is sorted).
On the positive side the issue was sorted, on the negative why did it take an online post to get a reaction?
The power of online media ..
Greg Canty is a partner of Fuzion Communications
Tags: Eircom, Eircom Business, Fuzion, Greg Canty, Retail Marketing
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