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How Twitter Helped Me Get a Website Restored

Over the weekend, I noticed that one of my websites was offline. It’s not a mission critical site which is why it was not monitored more closely (in case you are wondering), but it is a site that generates income and one that I was getting ready to upgrade.

I noticed that the web stats had dropped to zero for the past few days and I knew there was a problem. I tried to visit the site and it was down so I called the web hosting provider (I will be nice and not out them… but you can certainly see my Twitter history if you know how to find it) 🙂 Anyhow, I was told that it was a known issue and being worked on and therefore I could not have a support ticket, but that I was welcome to call back and endure another 5+ minute hold time if I wanted an update. Let’s just say, it was less than stellar customer service.

Knowing the power of Social Media, I Tweeted about the issue and named the company in the Tweet, so they would see the message. After not getting a response, I followed up with another Tweet saying that I was surprised that they did not monitor Twitter, given how large of a company they were. Within a few minutes, I was contacted via Twitter asking for my ticket number. I told them the issue and that I was told a ticket could be created… at which time they created a support ticket and told me the issue would be resolved that day.

The next day the issue still persisted and I replied to the support ticket asking for an update because they did not meet the time frame they had said they would. I then Tweeted that I was still frustrated that after 4 days of a website outage (which is simply unacceptable), I still did not have a status. I am sure you can guess what happened next. I got a Twitter message saying that someone would call me to try to resolve the issue, and of course I got a phone call. No one could tell me what magically happened, but they were able to get my site back up within minutes of that call. They said they did a work around to get mine up but that the others on my shared server were still offline. I guess I am surprised that no one else had a problem with their website being down for days.

What’s the moral of the story? Don’t underestimate the power of Social Media. As you might imagine, a few web hosting competitors and affiliates saw my posts and contacted me via Twitter with hosting offers. I went to respond to one to thank them, but they failed to follow me (on Twitter) which means, I could not communicate with them. Well, at least they were on the right track…

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2 Responses to “How Twitter Helped Me Get a Website Restored”

  • Thanks for the great post! Twitter is great for these kinds of things- publicly request help and odds are (as long as they have mediocre reputation management), you’ll receive a public reply so that others will see that they don’t suck!

    Thanks for sharing this story!

  • @ Erica – I had seen this happen with other providers and I am glad it worked for me. Thanks for stopping by and leaving feedback.

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