I was up kinda late last night, catching up on emails and blogs and such, and I happen to catch a series of Twitter messages from Michael Arrington's TechCrunch account about Comcast. It seems that he was in the midst of a 36-hour network outage, and had less than a warm fuzzy experience with them on the phone.
I can relate - I was a long-time Comcast customer, and would probably still be one had they not jacked up the installation when I moved last year. But I digress....that's for another post.
Another Twitter message from the TechCrunch account...
"update: Got a call from Comcast HQ, and they sent a team out and fixed the problem. They say they monitor twitter and saw my complaint..."
Not more than 10 minutes after my initial tweet, and subsequent dialog with another Twitter user on the subject, I received a message on Twitter from a Comcast employee. Yes, they are indeed monitoring Twitter for customer service issues. And yes, they would have taken the same action were it me bitching about them on Twitter and not Michael Arrington. He even went so far as to give me a personal email address to use if I ever did have a problem (not knowing that I wasn't a current customer). To bring this full circle, Michael picked up on my Twitter message and posted it as a comment on TechCrunch as further proof that Comcast wasn't playing favorites.
Well...there you have it. I find this pretty remarkable customer service based on my previous history with Comcast. When I was a customer, we had what I would politely call a "stormy relationship". The only reason that I remained a Comcast customer as long as I did, was because I used to live in a DSL black hole with AT&T and I had no other option for broadband.
Bravo, Comcast. And if some in HQ reads this, you need to find the person that came up with this idea, and promote them. Seriously.
Now if I could just figure out how to convince them to get their buddies at DirecTV to do the same thing, maybe I could get this stupid message off my TV!