Is GetGlue in the Middle of a Customer Service Meltdown?

maggiefox - Social Media Group
Maggie Fox Senior Vice President, Digital Marketing, SAP

Posted on May 26th 2013

Is GetGlue in the Middle of a Customer Service Meltdown?

 

getglue screengrab 229x300 Is GetGlue in the Middle of a Customer Service Meltdown?

UPDATE: at 7:30pm EDT on Sunday May 26th, the PR Manager for GetGlue responded to this on Twitter, letting me know that the issue had been resolved. I invited her to comment on this post.

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Is GetGlue in the middle of a customer service meltdown? And if they are– do they even know it?

Since Friday afternoon, I have received 108 notification emails from the social networking site for TV fans (it works by allowing users “check in” to shows they’re watching and share that information with their friends). Turns out, I’m not the only one – a quick Twitter search reveals dozens of others with the same problem. Many of them have deleted their accounts (irony: didn’t stop the notifications), and I personally have now designated all email from GetGlue as spam. Twitter users closing accounts due to GetGlue email spam

So how has GetGlue been responding? As of May 24th (Friday) their Twitter account was diligently responding that it was a “known issue” and being worked on by GetGlue engineers. Then the weekend started, and the account went silent.

GetGlue's Twitter account - silent since May 24th

No explanation email to users receiving these emails, no timeline for the fix, no proactive communication ANYWHERE, including on the GetGlue website. Keeping in mind that most folks won’t be back to work until Tuesday, I truly wonder what kind of shape GetGlue’s userbase will be in come next week. The only reason I’ve kept my account open is that I want to see how this plays out. At a minimum, there will likely be hundreds of users that the service can no longer reach via email due to spam filters.

In this case, one has to wonder if a poor customer service/crisis plan might actually be responsible for sinking a company. Stay tuned.

maggiefox - Social Media Group

Maggie Fox

Senior Vice President, Digital Marketing, SAP

Maggie Fox is the Senior Vice President of Digital Marketing at SAP, responsible for delivering a unified digital experience to SAP customers and the market. Prior to joining SAP, Fox was founder and CEO of Social Media Group, established in 2006 and one of the world's most highly respected independent agencies helping businesses navigate the socially engaged Web. She has been interviewed about social and digital trends by Inc. magazine, The Washington Post, CBC Radio, The Globe and Mail, CBC News, CTV News and The Financial Post, among others. In 2011, The National Post named her one of Canada's Top Innovators. Fox sits on the boards of GetElevate.com and the Heart and Stroke Foundation.

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Comments

maggiefox Social Media Group
Posted on May 26th 2013 at 7:46PM

UPDATE: at 7:30pm EDT on Sunday May 26th, the PR Manager for GetGlue responded to this on Twitter, letting me know that the issue had been resolved. I invited her to comment on this post.

interactthis
Posted on May 27th 2013 at 9:38PM

I found this article as I searched to see if GetGlue had any information about their slow servers and site issues which seems to be happening with increasing regularity. Of course there is nothing anywhere from the company. I must admit I laughed when I read that you seem surprised that there is "No explanation email to users receiving these emails, no timeline for the fix, no proactive communication ANYWHERE, including on the GetGlue website." This is how they operate. They even had users to their office (only once) to discuss all the backlash due to site changes and failed to follow-up nor did they continue any communication with these people that took time out of their lives to try to help. I have been a long-time user and they only reason I continue is I have made friends there from all over the world that I like to connect with periodically. I am utterly fascinated that any company behaves they way they do with user interactions and feedback and have never seen any site so trashed by their heavy users yet still remain viable. It is really fascinating.