Home | Social Media, Tanya Goodin

Twitter support technology #FAIL

Tanya Goodin
Tanya Goodin
CEO
6 October 2009

If you’re a regular reader of the Tamar blog (or indeed, if you follow any of our prolific tweeters on Twitter itself) you will know how much we love the micro-blogging platform du-jour. Not only is it a great way for people like us to keep up with industry news and views, it’s also a brilliant way for brands to communicate and exchange ideas with their consumers.

You might even say that Twitter is the newest method of customer support for savvy brands these days. There are numerous examples of big brands using Twitter to help out customers with issues – from technology behemoths like Dell to supermarkets like Whole Foods – any brand worth their salt is using the site to find out what people are saying about them and talk to their consumers.

So, it was with great surprise that I learnt this week from Henry and Milly that the best way to contact Twitter support is… (drum roll definitely not deserved) THE FAX MACHINE!

twitter-fail

I hope that noise was the sound of your chin hitting the floor, and not the annoying sound of a fax coming through!

Yes, when dealing with Twitter as a brand (in our case, to try to get a fake brand account removed for a client who wanted to use their copyrighted name) one of the hottest and most technology-focused companies in the world right now still rely on the 80s-favourite method of communication, the fax machine.

I’m sure that’s not the only example of a company whose actions don’t quite match up to what they preach – let us know if you’ve got any other favourite examples!

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