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How to complain about a company via Twitter | Marketing Questions | George Silverman's Marketing Strategy Secrets Further Confirmation that Twitter WOM Works
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    How to complain about a company via Twitter

    September 28, 2011 |  by  |  Marketing - Gen'l
    • SumoMe

    In the wake of my Delta incident, I’ve been asked  by some readers for specific directions about how to complain on Twitter in a way that will get results.

    It’s very simple: Just mention the company with an “@” sign in front of it. Or, do a search on Twitter to find out the Twitter account name they use, and put an @ sign in front if it. In the Case of Delta, I didn’t bother to look up what they used, and just used @Delta. It turns out that they use @Deltaassist, but they picked up on it quickly. As I mentioned in my previous post, don’t come from anger. Come from service to the company and your fellow followers. That said, ridicule, sarcasm and satire are fine, particularly if you can be funny.

    Here is a list of the Tweets that I used, In reverse chronological order (Recent –> older). Read them from the bottom up.

    Below are the complete public messages, omitting a few minor Direct (private) Messages that gave them the details of my Confirmation Number and the flights I wanted.

    Note: to send them a private message, once the company responds to you, you have to “follow” them, then click “Messages” and you can then send them a private message.

    Note how absurdly simple the whole dialogue was. But, it saved me $1200 ($150 change fee, $450 in fare adjustments times 2), plus several days of awaiting and sitting in a hurricane.

    I hope this helps you get out of — or stay out of trouble — in the future.

    P.S., our house is fine. Thanks to those who asked.

    DeltaAssistDelta Assist

    @GeorgeSilverman  Done! Thx for the shout out! We appreciate your business. Thx for choosing Delta.^EC
    Delta Assist
    DeltaAssistDelta Assist


    @Delta just updated NE cities re hurricane. Very responsive to twitter. Changed my flights. Thanks. Wish phone people could have been as gd.
    25 Aug

    @DeltaAssist Much appreciated. Sent you a DM. Twitter sure worked better than my 4 calls. Your web Irene update is still as of 6 PM WED
    DeltaAssistDelta Assist

    @GeorgeSilverman My apologies; perhaps there’s something that I may be able to help you with. Pls follow/DM your conf# and details. ^EC
    @deltaassist @Delta must be using Ouija Boards for their weather forecasting. All other models say Irene will hit NYC on Sun.

    @Delta @deltaassist The Carolinas?? As of now, all models say it will hit NYC on Sun. Why not let us change flts for the entire E coast?

    “Doug Dole” a sup @Delta says the hurricane will not hit NYC, so he won’t change my ticket w/o $450 per tkt fees! DON”T FLY Delta!

    @Delta won’t change my tkt from a Sun flight from NYC w/o charging $300+ per ticket because NYC isn’t on the hurricane list!

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