Adam Maskell

Head of Customer Success @Hubble formerly @Hootsuite | Mixed martial arts fanatic | #startups #mma #jiujitsu #zeppelin #FPL #custexp #custserv #CX #CS

[Adam Maskell @Adam_Maskell]

@British_Airways Hi, I've been chatting to Georgia but haven't had a response in over two hours.

[Adam Maskell @Adam_Maskell]

Hi @British_Airways Hi @AmexUK

Can you please speak to each other and work out who can help me with the expiry date of my companion voucher, which I earned at the start of the global pandemic and therefore could not use?

[Adam Maskell @Adam_Maskell]

@British_Airways Thanks Georgia. I've sent the DM

[Tushar Agarwal @iamtoosh]

I’ve *NEVER* shared this story in public before.

This is a story about LOSS, FAILURE and sheer perseverance.

I told this story to a few fellow startup founders last night, and it resonated - so I wanted to share on here.

[Adam Maskell @Adam_Maskell]

@virginmedia Where can I check that work is being done to resolve it? I've had no communication whatsoever and like most people, rely on WiFi to work from home.

[Adam Maskell @Adam_Maskell]

@virginmedia Third day in a row with WiFi problems in our area. What's happening?

[Tushar Agarwal @iamtoosh]

The UK Govt has killed the “get back to work” message and left it up to employers to decide for themselves.

This is the greatest opportunity in history for businesses to improve employee productivity, hiring and retention.

Thread below 🧵 👇🏾

[Adam Maskell @Adam_Maskell]

@burgerandbeyond Hi guys, we're trying to order from your Wandsworth branch through Deliveroo. However, while you say that you deliver in tooting (we're right next to St George's), it says we're out of the area. Which isn't the case! Help?

[Adam Maskell @Adam_Maskell]

@Inkifi Hi, I made a small but urgent order with you on Monday and the status of the order still shows as 'Payment Complete'. I've not had a single update since and urgently need this delivered as promised.

Your support phone number does not ring. Please reply.

[Adam Maskell @Adam_Maskell]

@virginmedia @MylesWardenOwen "any inconvenience" is a massive understatement. I'm having to cancel meetings with potential clients that I've worked hard to schedule in for months. Compensation is needed. You promised your customers we could trust you to keep us connected.

[Adam Maskell @Adam_Maskell]

@virginmedia @davorg Is there a reason for the outage? I still can't get WiFi and to be honest, I've no idea if my company will trust that I can get reliable internet at home anymore. Are you providing compensation in any way for loss of work?

[Adam Maskell @Adam_Maskell]

@virginmedia @Razz70 John, why are you only replying to positive tweets? Can you confirm that Virgin Media have recognised a problem affecting thousands of people in London? We're relying on your service, that we pay for each month at a time where we really, REALLY need it.

[Adam Maskell @Adam_Maskell]

@teamnike Hey guys, did you get this ok? @teamnike

[Adam Maskell @Adam_Maskell]

@teamnike I have a Nike+ Sportswatch GPS. I decided to start tracking my runs again for charity giving, but you've stopped supporting the Nike+ Mac app. Now I can't sync my runs and my watch is now pointless.

What are you offering to help? Thanks.

[Adam Maskell @Adam_Maskell]

@teamnike Thanks for the reply. I guess my concern is that I paid for the watch and now can't use it, and you're even recommending that I don't use it. So, is there nothing you're prepared to do to help with this now worthless watch?

[Adam Maskell @Adam_Maskell]

@danawhite And here's John Morgan with the first question...

[Adam Maskell @Adam_Maskell]

@raldrmn @MundialMag @cultkits @Inter_en

[Adam Maskell @Adam_Maskell]

@soveryjessx @BorisJohnson I mean this question in a genuinely curious way, and assume circumstances are different. But, why were you out, heading for the tube and then posting about people doing the same?

[Adam Maskell @Adam_Maskell]

@jctaylor1967 @VickyChandler The business will survive and those people who need it most will still have a job.

There needs to be help available to those without jobs, or those who cannot work. But, compared to yesterday, this is a step in the right direction. No?

[Adam Maskell @Adam_Maskell]

@VickyChandler A loan with zero interest is very desirable to a business who would've gone under otherwise. And, ultimately leaving all staff unemployed.

It's a positive thing. It could be better. But it doesn't mean it's not positive.