MEO update: Hope for the living!

On the 12^th of May I posted MEO: “Only When You Die” about my experience and the insane explanations that were given to me by customer (dis)service). But in all fairness, I was actually surprised to receive an e-mail from Ricardo Duarte Fernandes (Direcção de Comunicação Corporativa) in Portugal Telecom’s Corporate Communications Department. He had read my post the day before and offered to help me.

I sent him my details and within 3 days I had heard back from PT telling me that as an exception, they would change the name on my contract. Though it’s a shame that it is in fact an exception, it is to all effects a promising move in the social media environment we presently live and breathe in. PT obviously monitors the blogosphere and acts accordingly.

I would only add that it would have been better for Ricardo to have left a comment on my blog instead of contacting me through e-mail. This way, his actions would be read by others commenting and he would have achieved two small victories:

1. Showing that PT is present and listening
2. That for anyone reading the comments, his would be present opening a much needed conversation.

So far so good, let’s hope that PT starts to engage with the market in which it operates.

Tagged as: customer service, meo, PT, update