Comment Re:Missing option (Score 1) 77
What is it that made you log in to Twitter to obtain tech support, instead of going to Dell's own site and submitting a ticket from there?
I used to do support for a hosting service, and very rarely was there a problem that could be fully and clearly explained in 140 characters. For some reason I could never fathom, they actually entertained support requests on Twitter. The guy monitoring Twitter had to act as a middleman by creating a ticket on the customer's behalf, then handing it over to the customer, instead of the customer just submitting it directly and immediately into the queue. It was always a longer, more complicated process for both parties.
I do this cause these days you're much more likely to get a response from a business if you tweet at em versus putting update #10 in a ticket that no one's looked at for two weeks.
I've always assumed this is because of the visibility of mentions -- potential customers can look at the mentions tab and see if there's a bunch of unanswered complaints, whereas no one but you knows about a weeks-old untouched ticket.