Thursday, March 29, 2012

Twiggy's Broadband Mistake & the Power of Social Media

Talking to my friend Twiggy in the village yesterday I discovered she had a received a $1300 bill from her broadband provider. "How the hell did that happen?" I exclaimed, after-all, Twiggy is real computer savvy and not one to waste her earnings.

Seems she left her browser open for several days and one of those little tabs, like the ones on the right, had a small "widget" on the page which was refreshing every 3 seconds. Each time the widget refreshed data was pulled, from the server in North America, and added to Twiggy's broadband usage.  Its easy enough to do, you're browsing the web where you find something interesting to read and, with no time to read it immediately, you leave it open in one of your browser tabs to read later - something I have done a million times but won't be doing again.

What happened to Twiggy's account from her broadband provider is a story in itself, after-all she was the unwitting recipient of some stupid web development. She called the provider  to  sort out her bill and was told that there was no requirement to reduce the charges, but out of compassion a reduction to about $900 could be arranged. Bugger! So she posted a comment online in one of her regular social media spots, very soon after, the broadband provider asked "please get in touch so we can sort something out" ... the upshot was Twiggy was able to obtain a more satisfactory settlement of the charges.

The lesson is that it is worth getting hold of the right person to sort out a problem like this, and social media can be a good way to achieve this.

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