When a customer emailed Ocean Marketing to ask for a status update on a product, it began what is arguably the worst example of customer service ever.
For decades, we have all heard the expression that there is no such thing as bad press. This is wrong. Perhaps that may have been true 20 years ago, but things are different now. The internet can be a cruel mistress, and thanks to the whims of a socially connected world, even a little faux pas can turn a minor issue into a major one. Occasionally things that are taken out of context or misconstrued can become a defining factor for an individual or a group, usually unfairly. This is not one of those times.
It’s hard to misinterpret a company’s representative telling a customer to “put on your big boy hat and wait it out,” before threatening to sell the customer’s item on Ebay. But that is exactly what happened when a customer named Dave emailed Ocean Marketing to ascertain the status of an order he had placed several months earlier for a peripheral that works with gaming controllers, called The Avenger.
via How to ruin your reputation in one email thread: The Ocean Marketing story.
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