Update: I received a text message from my customer. It says how embarrassed he is. He said that someone Hijacked his phone at a party last night right after he was showing off his system. He has deleted the post and re-posted saying what had happened and that he loved His system and the service that Our company provided. Then, several of my customers commented saying the same thing. This time, it was a win win! 

Translation: customer was drunk and couldn't operate sonos app. Once sober his posting embarrassed him.

How would this random person know to bash your company? Yeah he was drunk and made a stupid post.

You nailed it. There's no way some random person did this, it was him.

Just wait until next time, because there will be a next time.

Facebook sucks!

Yup! glad it worked out for you man!

Advertising on Facebook is a several-times-a-day job. If you just put up a page for your company and ignore it, it's the same thing as putting a stapling a flyer advertising your company at the bus stop and someone grafitti tags it. The longer you ignore it and leave the eyesore up then the more people will be irritated by the flyer, your company. If you had checked on the flyer and replaced it right away then it wouldn't be an annoyance.

Social media can be a powerful tool if you use it for real time dialog and interaction with your customers. If you use it as a free billboard then you are going to get exactly what you bargained for.

I think The Face Book is a fad - it is to adults what MySpace was to teenagers.
In five years it will be like Friendster.

The OP wrote that the guy posted 'Don't ever get Sonos' - Not exactly bashing his company.

.

Except he posted it to this guy's company Facebook page.

ok..  It's not like he posted 'don't ever let company xyz install Sonos in your house.  They're both horrible' - or anything to that effect.

Listen, I get that knocking a manufacturer u install and support without giving any explanation of why sucks on a company FB page, but it just seems like some people here are a little overboard with the "this guys bashing your company"

Ok, just to clear up a few things. I said that I was checking our company Facebook that morning but went to look at news feeds. This was not posted on our Business facebook but his personal Facebook status. I was lucky I even saw this. . I read my original post and was not clear about this. Hopefully, That clears that up.

So, even the girl who does our facebook could have never seen this. Although she monitors the status of all of our customers to see what they are up too. Professional stalkers we are. I know that he was drunk and did it because before he deleted the post I had 2 customers post and say they loved their system and would be happy to come by and show him how to use it. Then is posted, "sorry, user error". Then he deleted it and posted how great Sonos was and how great our company is.

Social media is the best business promotion and networking tool that exists right now. It should definitely be utilized to fortify your other efforts.

As with any promotional endeavor, you need a strategy, and a plan to execute it.

I think NEZBO handled this correctly.

That's totally Passive Aggressive. I would have called his ass and nicely told him to pull it down. (jmo)

He DID NOT post this on the wall of the company's profile... re-read... He said (and then confirmed again) that it was the NEWS FEED.

The News Feed is the aggregated posts of those who you follow, meaning that Nez saw the comment because he followed that particular customer's posts.