Tesco lost a customer, and joked about it.

I moved from Tesco Mobile to GiffGaff today, because the account which I’d been on for a few years had kept increasing in price, and the data cap meant I ended up paying data top-ups to keep online.

I had been thinking about switching to GiffGaff for a while, mostly because I like their concept, they’re still the O2 network, and their £12/month limitless data seemed perfect for me. I had a look around the Tesco Mobile site to find comparable tariffs but couldn’t.

When I called Tesco Mobile for my PAC code, the nice lady suggested a tarriff which is actually better than GiffGaff’s £12 (includes 1500 minutes compared to 250 for just 50p more), but at that point, I’d already activated and topped up my SIM on GiffGaff, and mentally had switched.

I tweeted that I’d switched over from Tesco Mobile to GiffGaff (not at them, not even using their @usernames but just mentioned the brand), and a few minutes later, their social media team tweeted me directly, and publicly with this:

Great they’re on top of their social mentions on a Sunday afternoon, but joking about the fact they’ve just lost a customer? That seems like they’re making light of the situation, that losing customers is something they can joke about, that customers can leave and Tesco Mobile just laugh that off.

Twitter is a battleground of passive-aggressive and sarcastic responses, both from consumers and brands – but where is the line to be drawn?

Interestingly enough, I’d also deleted the tweet just seconds after I’d posted it (mostly because of a grammatical error in the text). Their response then was to a tweet which no longer exists and I’d chosen to remove from the ecosystem. Their system clearly holds on to data which I’ve chosen to remove.