REVISION: 11/11/15 After some time- and some phone tag with Heather (a specular customer care rep) MAC offered me 2 new sets of the product that originally broke & injured my hand. Shipping in THREE weeks. No charge obviously-- and copious apologies. Thanks MAC Cosmetics- that was very kind of ya'll. Feedback: 1) Faster response times, please. Orrr perhaps even acknowledgment :) - 2) Creating a secondary devoted Twitter handle specifically for 'help' issues. (A model that the highest rated social customer care handles have been following for a while now.) Those are the folks offering the best of the best social customer service (ahem @linkedinhelp ; tip of the hat). MAC- typically the innovator.. falling behind on social customer service. In fact- I don't think we can call it social customer service-- I was DM'ed and given a phone number. So they removed the situation from Twitter. My Rep Heather was sweet so -- yeah. 1 up-vote, i do believe.
Slow apathetic responses. The folks running this account seem pretty aloof and indifferent. It was about 10 days after I Direct Messaged them about injuring myself on one of their products that they finally messaged me back expressing that they "want to address [my] concerns" -- if anyone has an issue with MAC products I suggest skipping any attempts to reach out to them on Twitter and use this email instead: ConsumerCare-SOC@gcc.maccosmetics.com