What’s wrong with this? Social Media gets eaten up by the old school support system. Instead of contacting the customer and getting the story straight, this person read the notes in the system and fell in with the same false assumptions and misdirected conclusions. Engaging in Social Media doesn’t automatically make your CRM more effective.
How would Texas-native Michael Dell have responded had he known there was a Dell customer lending a hand in the Gulf cleanup who needed a little extra attention? What public relations opportunity was missed?