Let’s Be Friends

So, there’s this new customer Greg, who just signed up for a Worldline Home Phone and Internet Bundle five days ago, and basically he’s not been happy ever since.

It seems both his Internet and Home phone were going down about once a day since he changed to us, and this morning he’d had enough. He was going to call us and (rightfully) give us a piece of his mind.

But first, he wanted to vent on Facebook, and posted an all-caps screed about how much we suck:

And that was on the front page of our Facebook page. Ouch!

The thing is, as soon as someone posts on our Facebook page, we get an alert. He posted this at 6 a.m. this morning and just a few minutes after that we’d already alerted our technical help department and they opened up a service ticket. A few minutes after 10 they gave Greg a shout to let him know that they figured out what his problem was, (he had a rare issue with something called “occupancy”, which is undetectable during installation as it occurs so infrequently), and they’d have it repaired in 24-48 hours. (It actually was fixed early in the afternoon, but who’s counting?)

The point here is, Greg never had the chance to call us.

We called him letting him know that we were aware of his problem, and would take care of it as soon as possible. His reaction on Facebook was awesome:

We’ve said it before and we’ll keep saying it again: If you are a Worldline customer, you really should follow us on Facebook & Twitter because if you have a problem, we’ll solve it as fast as we possibly can.

Faster than the speed of phone in fact.