How profitable do you have to be to ignore customers?

I'm really pissed off at the moment.

Yesterday I started a small test of Twitter Ads to promote a brand new campaign (You can see the results of this https://blog.littlewarden.com/marketing/our-first-twitter-ads-test-and-a-weird-twitter-bug/)

During the campaign, we found an issue where as the Promotion was taking credit for organic activity that occurred previous to the campaign.

Ironically @twitteradshelp is a read-only account that just tells you to go to the Help Zone.

So on the HelpZone, whilst it's tedious to find, I found the support form and found that in the explanation, they only let you describe your problem in the space of a tweet

No space for any politeness, just straight to the point, I understand that.

So I sent the form and instantly received an auto responder asking for more information and telling me that if I didn't reply, they would close the ticket (yet another waste of my time)

I responded with images, details and the tweets in question and then waited, all I wanted to know was if there was a bug or issue that has caused the Promoted to take credit from organic activity..

I received a condescending email from Twitter explaining what the "activity dashboard" was

More than a little annoyed that I've now typed my query three times in a clear manner with data and evidence, I replied.

Not the most professional email I've sent but right now I think Twitter is treating me like a mug.

2 hours later.

That's it, The Twitter Ads team has washed their hands of my issue and feels it doesn't need to comment.

If I had a customer that had spent any money with Little Warden and there was an issue with our reporting, I want to get that sorted right away, maybe we just aren't profitable enough to start ignoring customers.

I'm sure this would be fixed if I had an account manager, a friend at that department or someone in the know, but a) I don't and b) I'm sick of having to use friends and social audiences to try and get action done which should be just normal customer service.

As for Twitter, if they won't even give me the decency of a human response, I've asked for a refund for the campaign as I don't trust the metrics supplied, will update you when I get a response.