Importance of Social Media

I had no internet and I was getting the run around from my provider. It was a cold day but nothing else out of the ordinary with the weather. I woke up and noticed my internet was down. I called my provider and they said a tech would be coming in the area before 5:00 pm. So I went to my moms and worked. Well I got home and no service still. I called again and said they would be coming to fix it. Next morning no service. By now I am fuming. I mean have you ever had power but lost your internet for 24 hrs?!

The girl on the phone wish she never spoke to me. She was rude, defensive, and told me a tech would NEVER come to a residential area within 48 hrs. Um how is that acceptable?! 48 hrs?! I lost my mind. I knew she too worked remotely because when I asked to speak to a manger she said they would have to get back to me within 20 minutes. So I said I know you are working from home right now. If you had no internet for 48 hrs and couldn't work what would your boss tell you? You would lose your job. Get me my internet. She was speechless.

At this point I wanted to cancel them. So I pulled it together and I emailed customer service, I went on thier Facebook and Twitter page and posted "48hrs without internet. How is this even possible?!"  I wasn't rude. I was stating the facts. Within 1 hour I had their head of Social Media contact me.  She assured me that they had a tech in area working and said me and a dozen other homes would be having internet by the morning.  Morning came I had internet. I received calls and emails confirming I was back up and running and received a credit on my account. 

By me taking the time and posting a comment that wasn't rude or obnoxious just stating the facts caused the problem to get fixed. See we all depend on social media these days as a form or free advertising, connecting and branding. My comment would hurt their image.  No one should go 48hrs without any type of service especially the internet. Would I change providers- probably if a reliable one came around. Did I like the service I received yes just wished it didn't have to take two days of my time.