Facebook fail - DSGI attempts customer service via fan page
If you're a well known brand, there's no such thing as dipping your toe in the world of social media - you either do it or you don't. DSGi have suffered at the hands of Facebook in the past, although it was admittedly at the hands of their staff. Now they're trying to embrace the network with an official Facebook page for online brand Dixons. It has nearly 1,000... well, 'fans' is the technical term for people following them, but it'd stretching the truth somewhat.
Everything seemed to start out reasonably well; as expected, customers joined to vent their spleen but were promptly greeted by online representatives who attempted to solve their issues. That was until the beginning of February; for the past two months, customer service reps have abandoned the page.
The result is that it's turned into a bit of a dog's dinner; there are one or two customers praising Dixons, but otherwise it's a long stream of complaints about their appalling customer service, a perception reinforced by the lack of any customer service whatsoever: