Got a Comcast complaint? Try Twitter
Dan Thanh alluded earlier to the fact that Comcast monitors the Internet, looking for disgruntled customers.
The Sun ran an Associated Press story in its business section a few months ago about the phenomenon, which the Boston Globe reprised last week in an article about companies using Twitter to keep tabs on what customers say about them --- particularly those who have technical difficulties.
Twitter defines itself as a quick way to tell lots of people what you are doing, at any given moment. You can either log onto the site to send a message, or a "tweet," or text- or instant-message it into the system.
So how do you use Twitter to contact Comcast?
You can send a msg to "comcastcares" via Twitter. The site also posts a special e-mail address, We_Can_Help@cable.comcast.com.
Critics seem to agree that this approach is a good move to forestall discontent among the segment of Comcast subscribers who are Internet-savvy enough to take advantage of the forum provided by the World Wide Web to broadcast their service problems (see Comcastmustdie.com for a classic example).
It may be an expensive way to deliver customer service, but as others have said, it's a good investment to placate those irritated enough to threaten to cancel their service --- and convince all of their Facebook friends to quit, too.
Of course, the flip side is those without cell phones or Internet access --- either because they can't afford it, or just have cable modem problems --- can't take advantage of this executive customer service and are forced into telephone-tree hell, desperately pressing "0" for an operator. Depending on your outlook on life, you can either relish or feel guilty about your ability to advocate for yourself in a way others cannot.
You can also do your part! Tweet on behalf of your lower-tech friends and relatives!
UPDATE: looks like DirecTV is also monitoring blogs and Twitter for comments ... have you had experience being contacted directly by a company because of an online missive? Feel free to share below?
Categories: Cable/Satellite/TV/Comcast/FiOS, Cellular/Landline/Voice over Internet, Computers, Technology
Comments
Has anyone had trouble with Verizon?
Posted by: nicholas sacripante | July 24, 2008 4:06 PM
COMCAST gotta love them, everyday it takes up to 10 minutes to get the cable to work correctly and now tonight the on-demand service is not working. No estimate when it will be fixed. Urrrrrrrrrrrr!
Posted by: George | August 1, 2008 9:17 PM
I just got my bill and it said that my service was $186. with the portion that i paid (126.62) = came to a total of $310.46. a very large increase. I think that Comcast. is greedy and because of this rediciulous amount i plan to give up my service. I don't know what I will do but I sure don't plan to pay almost $200. a month.
I will be going into Comcast. with all my boxes and closing my account. I hope that they will not take my phone number. THAT IS MINE!
a unhappy camper of comcast. tv cable service.
Posted by: Anonymous | August 15, 2008 12:46 AM
we are very disappointed that we can not get Versus on our Direct TV ~~ many sports we would like to watch including bull riding. Please put Versus back on Direct TV !!! Thank You
Posted by: Kayrene Babcock | November 8, 2009 11:23 PM