The reason I brought this matter up because I had numerous unfortunate events with power outage while I was at home yesterday. Occasional power outage is acceptable but when it hits you 3-4 times within two hours at night, then you have to do something about it. Itâ€™s bad enough you have to stumble around in the dark looking for your phone, itâ€™s even a bigger pain trying to call up the customer service line. When all attempts failed, the next sensible thing to do is to put your complaint via Facebook.
While most of them (utility companies) have got a social media presence, most are not really well-managed.
However, I would like to highlight an event where it has totally changed my perception. TNB has a Facebook page and a Twitter account; I decided to leave my complaint on their Facebook wall instead. To my surprise, I received a comment reply from the administrator almost immediately… even long after midnight. Somebody is actually manning the page and I must say that Iâ€™m quite impressed with their efficiency. Even though thereâ€™s nothing much the Admin behind the Facebook account can do about the power outage situation, it is good enough that customerâ€™s complains are being heard.
Complaint posted on TNB Careline page
Chat with TNB Careline admin via Private Message
Well done to Admin Zamoli and kudos to Tenaga Nasional Berhad! Thatâ€™s Social Media done right; also the very reason why every other utility company should adopt it.