There are times when big brands with "social media people" might want to teach those junior level employees to recognize that using one of the standard "scripted" answers might be inappropriate. Take, for example, if you're Dell and a new report has come out suggesting that the NSA has pretty much compromised
your servers at the BIOS level with spy bugs, then, when someone -- especially a respected security guy like Martin Wismeijer
-- tweets at you, you don't go with the standard scripted "sorry for the inconvenience" response. But, apparently, that's not how Dell handled things
this time (thanks to Mike Mozart
for the pointer):
In case you can't read that, Wismeijer complained on Twitter about finding out that his Dell server is bugged by the NSA (which might be an exaggeration...) and included the @DellCares account in his tweet. That account wrote:
Thank you for reaching out and regret the inconvenience. Our colleagues at @dellcarespro will be able to help you out.
Wismeijer responded with an expected level of anger. Not only is "regret the inconvenience" probably the inappropriate response to a customer complaining about the NSA installing malware, but the idea that Dell support "will be able to help you out" is similarly questionable.