Comcast has not had the best reputation as an Internet Service provider in regards to support, but all this negative publicity they have received may be coming to an end. Comcast has been heavily monitoring Twitter users having problems with Comcast and contacting the users directly to rectify any problems they are having.
I found out about Comcast using twitter from
Michael Arrington of Techcrunch and his problems with his comcast account back in April of this year. Comcast contacting Michael eventually led Frank from comcast to create a
comcast account on twitter for the sole purpose of helping twitter users and the comcast accounts.
This leads me to last week when I was having connection problems with comcast. The problems started occuring Tuesday evening and my service would go up and down, and persisted through thursday. Thursday was the last straw while I was working on Edmodo . I fired up twitter and sent a message off to @comcastcares and a few minutes later they got back to me asking for my phone number. They checked the line and noticed massive drop outs on my account and said they would have somebody call me to setup an appointment. First thing the next morning somebody called me from comcast and scheduled and appointment for that afternoon. The technician came out and was extremely thourough and ultimately determined it was the line outside which he replaced. After he replace the outside line we were back in business.
This is just one of many good instances I have heard about comcast and twitter over the last few months. I would just like to say thanks to Frank at Comcast for really caring about customers and customer service. I wish every company out there was using Twitter to provide excellent support to their customers.
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