Posts tagged “customer support”

Squeaky Tweets Get Grease

This article relates how a Comcast VP started using Twitter to track down and resolve customer problems, after a lot of bad news began appearing on blogs and websites.

But in portraying this as a big success, with social media mavericks working inside the enterprise to really solve customer problems, the article is missing the larger point: these companies (in this case Comcast, but substitute anyone else you like) are so bloated, bureaucratic, inefficient or corporate that the regular system can’t work. This is the problem resolution system that is available to the greatest majority of the customers, those who don’t know what Twitter is, who don’t start anti-Comcast blogs, those vast majority of customers who have either surrendered entirely or who only have access to the resources the company offers them: a toll free number to call. If Comcast (or equivalent) can’t solve problems that come in that way, they shouldn’t be lauded when customers are driven to the brink and complain in other channels that Comcast isn’t really and truly supporting.

While it’s great that there are motivated and creative folks at Comcast that are pushing the envelope of how to reach and support customers, it smacks of elitism to be applauding this thin veneer of problem resolution when what it reveals is the rotting timbers of the support infrastructure.


(see similar recycling icons as well as what they mean here)

My hair gel comes in a plastic container that doesn’t have any such logo; rather it has a circle with the letters PET in it. For some reason, they aren’t using the standard symbols, and so I really don’t know if I can recycle it. Beauty product/consumer product companies are usually pretty responsive, so I sent an email describing the logo on the package, and the logos that I expect to find, and my concern about being able to recycle their product.

Here’s what they sent back

Thank you for visiting Garnier on the Web.

We do not have prepared information to send you in answer to your specific questions.

We want to assure you that we are committed to the protection and respect of the environment. If you are interested in learning about the significant efforts made by our company, we invite you to consult our website at You will find details on our environmental policy under About L’Oreal. The “” website is the corporate site of the L’Oreal group of companies worldwide.

I was honestly expecting some info that I could use. Does anyone know the PET-in-a-circle icon? I don’t want to assume and ruin the batch or whatever happens if you send something non-recyclable through the system (and gee aren’t there a lot of mythologies and confused perceptions around what actually happens to stuff we put in the recycling boxes?).

Ah well.


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