We’re Online Toddlers: Conditioned To Complain

Tweet A few weeks ago, I received my fitbit. I saw this health startup pitch at TechCrunch50 in San Francisco and a few years later, finally had one of my own. I eagerly unpacked it, examining every piece of packaging as I pulled out my new little bite-sized gadget, excited to try it out. fitbit features a great online dashboard that displays your exercise and sleep data among many other fantastic features available online, once you’ve created your online profile. I had one minor issue and one more important issue right off the bat. The first issue: I couldn’t upload a profile photo to my account despite the fact it met all of the upload file criteria. The second issue: I wanted to add food I had eaten into their dashboard to calculate how many calories I had consumed and ran into aggravation finding what I needed in their database. How did I handle this? Did I think to submit a support ticket? Nope. I complained about it on Twitter. fitbit’s Vice President of Interactive reached out to me on Twitter (see screenshot above) asking if I had contacted support about my issues. What an idea! It had not even occurred to me. Why would I fill out a generic form about my issues that would be emailed/queued up for a support team to acknowledge, assign then respond to me when I could just shout about it on Twitter and get an immediate response? I was immediately shamed and responded that I would send my issue to their support team. It took a week for me to finally get...