There are times when big brands with “social media people” might want to teach those junior level employees to recognize that using one of the standard “scripted” answers might be inappropriate. Take, for example, if you’re Dell and a new report has come out suggesting that the NSA has pretty much compromised your servers at the BIOS level with spy bugs, then, when someone — especially a respected security guy like Martin Wismeijer — tweets at you, you don’t go with the standard scripted “sorry for the inconvenience” response. But, apparently, that’s not how Dell handled things this time (thanks to Mike Mozart for the pointer).
Nope, instead, a complaint that your server’s been bugged by the NSA before Dell handed it off to you nets you this response:
Thank you for reaching out and regret the inconvenience. Our colleagues at @dellcarespro will be able to help you out.
Okay, now, granted the only server I deal with is the one this site’s sitting on, but somehow, I’m pretty sure the guys getting paid to deal with servers for way more important reasons could probably do without the standard punt script to the Twitter version of India’s tech support queue–who very likely won’t actually be able to help anyway, and that’s if they’re even allowed to do anything other than deny the existence of any kind of NSA involvement whatsoever in the first place. But, on the bright side, no innocentcustomer pictures were publicised in this customer service manglement scheme…