The release of Snow Leopard has improved my computing experience – with one exception: my Telenor Option iCon modem just doesn’t work.
I’ve been on the blower every couple of days to find out what’s going on and been fobbed off with various excuses from Telenor’s support staff.
Today “Tony”, bless him, finally assured me that a solution was “on the way in week 40″.
When I pressed him to confirm, expressing how frustrating the last month has been, he hesitated – naturally.
Ever heard of Social Media?
As a communications strategist I’m not just frustrated I haven’t been able to use my shiny MacBook on the road, it’s that Telenor have made no use of social media to placate the likes of me and other disgruntled Telenor mobiltbredband customers via social media channels.
Like others, I’ve tweeted about my frustrations fairly regularly, and even blogged about it here in the hope there would be some kind of response. But their silence has been deafening.
Telenor haven’t even bothered to put some kind of reassuring statement on their website to keep people happy.
With Twitter, blogs, Facebook and rest of the social media army out there it’s time companies like this got a bit smarter at handling their crisis management. Otherwise the community will bite back. Hell, just ask Dell!
About Jon
