How social media got my internet fixed

by Julie on September 23, 2009

comcast logo

As I wrote on the Writing Roads blog

My internet (via Comcast) went down, and Vladimir came to fix it. As he was leaving, he said, “Well, I got your internet to work for now, but there’s a bigger problem that I need another guy to help me figure out.”

“So…you’re coming back later this afternoon?” I asked innocently.

“No, I have to go work on other jobs now.” He responded.

“But, you haven’t finished this job.” I said.

“Lady, most guys wouldn’t have even told you about the big problem, they would have just left and said it was all set.”

{Hold on, I’m gagging because someone just called me ‘lady’}

“Excuse me?” I said. “You want me to thank you for being decent and honest and for doing your job?”

Yes. Yes, he did.

What I did next…

I’d heard plenty of Twitter talk about ComcastCares – so I decided to give them a shout out and tweeted this: “Can not begin to tell you how HORRID my Comcast experience was today. Problem not solved, very unprofessional fyi – @comcastcares

What Comcast did next…

Within minutes, Steve, aka @ComcastSteve, had replied to me asking if he could help. He directed me to his email, where I told him what had happened and provided our account information. He then proceeded to keep me up to date through the afternoon and within a couple of hours (end of business by this time), said that I was scheduled to have the workers back on my property to fix the problem the next morning.

At 10:45am this morning, two Comcast trucks pulled up and the guys got to work.

At 11:36am, Janice from Comcast’s Executive Office called me. Her purpose was to apologize for the previous day’s interaction, make sure someone was there fixing the problem and to do whatever else I needed.

At 12:20pm, I called her back because they had to put a cable in a tree, waiting for DigSafe to show up and dig the trench, and I needed to explain to her why we needed to expedite this digging project (children, pets, community rules and impending construction with cranes). She was fantastic and said that she’d make sure they understood the circumstances – and that she would call me by day’s end at the latest to follow-up with news and progress.

At 2:50pm, Janice called with an update that included two options and some troubleshooting that they have in place if something should go wrong.

I was given names of the correct people to contact, direct lines, emails and even cell phone numbers. Sadly, they can’t solve the problem perfectly for another two weeks, but we have a pretty tight band-aid and strong and respectful communication on our side.

All in all, I would say that the Twitter activated Comcast network worked very, very well. The company could have told me to just deal with it, because they have the monopoly on internet where I live, but they didn’t. They provided great customer service.

{ 3 comments… read them below or add one }

1 Jason September 23, 2009 at 11:51 am

Next up… SSA?

2 Julie September 23, 2009 at 11:53 am

They have never ‘angered’ me!

3 Ari Herzog September 23, 2009 at 6:41 pm

Yep, I’ve both personally been helped by Comcast via Twitter and seen it replicated all over the place by others, such as you. Thanks for continuing to share and care @comcastcares.

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