I have been a long time Comcast customer for their cable TV and Internet services. Earlier this year, I added on their phone service. That brought the need to run another line to my house.
Since it was winter, the ground was frozen, and they said they’d come back in the spring to bury the cable.
The ground thawed, and nobody showed up. We called Comcast, and they sent somebody out to take a look. They said somebody would be there in a week or so to bury the cable.
A month passed, and the cable was still snaking across my lawn – primed to get caught up in the blades of a lawn mower.
I’d been putting off another call to Comcast, because a decade of customer service experience with them established that dealing with them was an exercise in frustration and aggravation.
How many times did I call about Internet outages before I finally learned that there was just one response from tech support: “unplug your modem and plug it back in.”
I would always call after that didn’t work and that’s all they had for me.
But then I remembered a post from Mike Arrington at TechCrunch about Comcast customer service via Twitter.
Comcast has a guy named Frank Eliason from Comcast Customer Outreach in Philadelphia, PA on Twitter @comcastcares.
So I posted a Tweet to @comcastcares:
@comcastcares does it usually take many months for new cable leading to my house to be buried?
I got a response from Frank @comcastcares an hour later asking for more details:
@affiliatetip NO – Send me an email and I will have it taken care of. Include phone # on account & contact # We_Can_Help@cable.comcast.com
So I responded and shortly after I got a phone call from a very apologetic lady (I forget her name) at Comcast. She was really helped and assured me that they would expedite the job.
Then my doorbell rings and Gregg McKissock, the Technical Operations Manager at the local Comcast office, is there to ask for some details and check things out.
I got another call or two that evening to update me on the progress and a further follow-up a day or two later.
Earlier this week, the job was completed, and I’ve got a renewed opinion of Comcast.
I’ve gone from seeing them as a necessary evil to being a raving fan. Thanks a lot to Frank @comcastcares for setting things in motion.
How can your company use Twitter as a touchpoint to assist and please customers?