Comments on: Social Media Done Right: Comcast

By: Tattoo Kits

Tattoo Kits — Tue, 12 Jan 2010 08:32:46 +0000

Good story – thanks for sharing – i use RCN and have never had any major problems with them

By: Gerald

Gerald — Tue, 29 Dec 2009 08:24:51 +0000

I had a lot of issues with Comcast as well. Comcast bought out our local cable provider and the quality of the service quickly degraded after they took over our account. I ended up switching to ATT Uverse and have been happy ever since.

By: Derek

Derek — Tue, 22 Dec 2009 13:35:30 +0000

I've had a few (too many if you ask me) issues with Comcast and their twitter reps have always jumped right in to help – big props to @comcastdete and @comcastbonnie for the help.

There are a few companies out there that really seem to be doing a decent job with social media. Along with Comcast, I've had good experiences with Harley Davidson, Dell, DirecTV and Head Blade.

By: bathroom mirrors

bathroom mirrors — Tue, 22 Dec 2009 05:28:32 +0000

It does look like social media is doing well in the market and seems from this post.

By: Stan Hansen

Stan Hansen — Tue, 22 Dec 2009 00:12:29 +0000

To be honest, I still do not think that they did it right. The social media person told you to email another person to formally complain. Then they waited a day to email you back. They still didn't get it right when the tech came out.

That would be like if you had ordered no ketchup on your big mac and received ketchup and then McD's making you drive across town to a second location to officially complain then calling you back to go a pick up your big mac the next day.

How would you have felt if they did this to your internet?

By: Rob

Rob — Mon, 21 Dec 2009 14:41:27 +0000

I have issues with comcast about every month, be prepared for alot of hidden fees as well, I originally started out with the triple play package ($100/mth) (Cable+INet+Phone) of course needed DVR boxes and more channels. total bill = roughly $179/month not really that bad considering the addons we have. 2 years later some how they are justifying the bill increase to over $369/mth Wow! wtf where did all these extra charges. numerous calls to customer service and speaking to supervisor's without any luck reducing the bill.

I ran into a AT&T tech at walmart the other night while I was out christmas shopping. I chatted with him for about 30mins standing there, apparently AT&T has a UVerse system out that starts off at 12Mbits/sec down and 1.5Mbit/up and on top of that is a hybrid setup FIOS + the last 5000ft to your house is Normal Copper connection, this hybrid allows you better picture quality on your Cable TV (More channels), and faster internet. It's worth the phone call to see if it's available in your area. I have a tech scheduled to come out next week to see if it's setup in this area. (Do not rely on the sales person to know, you actually need a tech to come out and check to be positive)

By: Keith

Keith — Mon, 21 Dec 2009 11:05:42 +0000

Luckily that's all it took for you. It took me 3 months and finally a letter to the contracts board of my county to get everything fixed. Something most people don't know about the cable company is that they have a contract with the county they are in to respond to all customer complaints within a certain amount of time. They don't do this and their contract gets terminated…. so if you are having problems with the cable company, contact the county you live in and let them know… my problems were fixed within 2 days and I haven't had a problem since (over 3 years later).

By: bartjan @ bajaca

bartjan @ bajaca — Mon, 21 Dec 2009 08:08:59 +0000

The social media is right, but the service should be right in the first place.

When there is nothing to complain about in the first place, there wouldn't be a complaint about comcast from you on twitter at all.

However it seems they care about their online reputation more then about their offline reputation…

By: Five Minute Builder

Five Minute Builder — Mon, 21 Dec 2009 00:05:10 +0000

Ya i pretty much hate comcast we are always having problems with our DVR's i just had to replace one 2 days ago actually.

unfortunately where i live they are the best option available. sucks

By: Nick Throlson

Nick Throlson — Sun, 20 Dec 2009 22:58:05 +0000

I had similar problem had a tech guy come with out the correct boxes no modem. funny but great post on how social media was used to correct your problem with comcast.