Social Media Case Study in Malaysia: Tenaga Nasional Berhad TNB Black Out in Muar

by Willy Lim
(NetProfitQuest, Singapore)

There was a sudden electric blackout in Muar, Malaysia. It is noted that whilst the whole town had no electricity, the TNB building was the only building that had electricity, according to sources. There were also complaints that TNB did not pickup calls that flooded in.

A local song writer who was writing a new song on his computer has his efforts wiped out, and he went on to create a massive online campaign after facing what he refer to as "bad attiude of the TNB personnel" using his prowess in social media.

While I think that his rampant “hardcore” vulgarities spewing throughout the video were uncalled for and way overboard, his Youtube video has generated over 250,000 views for chinese version and 75,000 views for english version in just 3 days.

In today's world, social media plus disgruntled customer plus inability from the company
to respond in a timely fashion means PR disaster.

Social media has given each and every customer a voice. Companies may want to pay attention to this voice, for this voice may cause them dearly if they do not put in place proper processes to handle it.

What are your thoughts? Feel free to share them by commenting on this post!