Comcast comes through – a day late and a dollar short?

A lot has happened in the last 18 hours.  24 hours ago, I was put on hold and nobody every answered.  This was after the guy offered to cancel my comcast service.  Maybe I should have taken him up on it, may I did the right thing.

23 hours ago, I found “Iva”, my online representative that sensed my frustration and tried, but common telephone and chat reps cant dispatch a tech to do something that would (likely) take less than 30 seconds to fix.

18 hours ago, I got pissed off and wanted to make sure the Comcast name was dragged through the mud.  I posted an account of very poor customer service on my blog.

17 hours and 56 minutes ago, things changed dramatically.  I received a message from “@comcastcares” on twitter.  Wow, what is this?  You can learn all about this person/service on twitter ( ).  I read the page and it looked like this person might be able to help.  Mind you, this was FOUR MINUTES after I posted a heated blog post!  I sent him my phone number and he replied promptly.  He found my situation to have been handled inappropriately and was forwarding this on to the local VP of customer servers.  Iva had already scheduled me an appointment, and he promised me they would show up.

I got up and did my thing.  At 9:00 I got a voicemail from Evyln in Comcasts Exective offices.  She sounded polite and worried about my situation.  About 20 minutes after that, I got a call from another Comcast guy that said he would be fixing my cable to day, please call him to set up a time.  I called and we set a time.  He showed up on time and in less than 3 minutes, my cable was restored without them entering my home.  They did come in and check my set just to make sure.  They told me that the person installed the wrong “trap”. The tech (actually a Supervisor) gave me his business card and his direct line and indicated I could contact him direclty.

Cable is working as it should.

Comcast, I know you are listening.  I will call Evelyn back and discuss this with her privately.  I will discuss this in detail.  As the economy goes further into the crapper, I am questioning my $18 cable charge at this point.  We did pretty much ok for the 3 days without it.  I’ve already thought about dropping my home phone service (a $39 a month savings) and I am sure AT&T would love to sell me DSL again.

I started this to save some money.  I called and asked 3 times – what is the cheapest price I can pay for cable.  I was told $59.99.  You save more in a bundle.  My wife found $18.00 on the website.  When I asked, the admitted to it… but they never offered the information.  I had an appointment to break my cable scheduled without my knowledge.  That appointment happened without me being at my home.  I was told that the techs could fix it without me being present, but techs wont come without you present.  I told them what the problem was (it doesn’t take a rocket scientist to figure that out) yet the told me that was not the case.  Finally – I yell and scream on the internet and action happens.

While I applaud Comcast for monitoring twitter as it’s a great place to find frustrated people venting, I do believe a ounce of prevention would have been worth the pound of cure you had to throw at my situation.  I did some investigation and it appears they have 3-5 people monitoring twitter and helping people with tech issues (email setup, config, speed, any tech issues really).  Some would worry that “big brother” was watching, but knowing the technology as well as I do – I can tell you they are just watching public information.  Anybody could have seen my post last night.

The funny thing is, my neighbor saw this – she said “Scott, we were about to switch to Comcast today!  Should we?”.  I don’t know.  I’ve seen the worst of customer service followed by the best.  Why is their never time to do it right the first time but there is always time to do it again?

I’m curious if @comcastcares will respond!