I’ve been reading Shel Israel’s book Twitterville about how businesses can thrive using Twitter as a successful communication tool and wondered why the TechGuys didn’t do this. They describe themselves on their website as the “friendly face of support for P.C. World and Curry’s“.

Yet what evidence is there of this when they have so many dissatisfied customers who are searching the internet to vent their anger, many of them finding a post I wrote describing my difficulties which were fortunately resolved with some assistance from Lord Kalm’s office.

I see that TechGuys have signed up with Twitter, but they are not using it. There is no invite to follow their tweets on their website, they are not following anyone, but have 21 followers.  Wouldn’t it be impressive if TechGuys could deal with these queries openly and transparently to demonstrate publicly how they listen to their customers and resolve these difficulties? And in return their satisfied customers could also tweet their positive experiences too.

Here are two comments from their disappointed customers, I wonder if their problems have been solved:

Alex, 16 Feb 2011:

Day 62 and still no tv.

Its got “lost in transit”, been “escalated” we’ve had one phone call from the complaints department assuring us its in hand- that some vouchers will be coming our way – but that was 3 weeks ago.

When I phoned the whole email chain had got lost and it was then reregisterd. Last phone call ( forget how many that is now) assured us someone woudl phone us back- guess what? Nothing.
We’ve written to the Trading Standards people now- the agreement isn’t worth the paper its written on.

Apparently with another friend, no better for washing machines!

Never going to buy an extended warranty from them again.

Glad you got satisfaction from Lord Kalms- shame it has to come to this.

And Nichola, 6 Nov 2010: