Social Media Done Right: Comcast

Comcast is the internet and cable service my parents have always used, so when it was time to purchase those services for my own home I went with Comcast.

The Horror Story Begins:
I had a terrible time getting started with Comcast.

Maria and I get a house and setup an appointment to have a tech come out. He misses the appointment. We never were called... we just waited (for the entire 2-4 hour window mind you) and he never came. We called Comcast and we were told the appointment was canceled. Odd. Nobody told us!

So we have to wait another couple days for someone else to come out.

Ok great. He comes, a great guy, sets everything up for the TV. Finally we're up and going!

I wait a day or two to setup the internet. And... great, the internet doesn't work. Mind you, I'm a computer geek... I tried everything. Turns out they needed to reflash the modem. Thankfully they could do that via the phone. Everything finally setup.

Overall I was on the phone 5-6 times, demanded to talk to a supervisor, nothing was done. No compensation, nothing. Grr.

Now the current... Our DVR Box is not functioning properly. It glitches every day gets stuck on the guide and scrolls through all the channels.

So... I twittered about it Comcast.

@comcastcares Might Cancel... So far comcast has been a nightmare. We've had issues since day 1. (tech didnt show, dvr box not working, net)

I get an @ message shortly after with an email address that I can email my full complaint to.

I send the lady a message and the next day I get a call. She sets up an appointment for a tech to come out to our house and replace the HD DVR box. Nice!

The tech comes and recognizes we have a bad DVR Box. He didn't have the right model so he drove down to another tech who was in the area and picked up the box for me. Came back and set it all up.

That is really impressive to me... Social media done right.