So Twitter really does have power, it really works. This month I got a shock in the mail. My Comcast bill arrived with a surprise. Apparently my promotional period had ended, sending my TV (not HDTV yet) from $39.99 to $95.65. I was horrified and immediately began to complain on Twitter. I shot a quick note to Frank Eliason at his Twitter handle @comcastcares about the situation.Within minutes he said he’d look into it for me. I then gave customer service a call. I have to admit I was less than impressed with the billing department’s response to my quandry. The first lady said there was nothing that they could do (which I knew was a load of bull) and when I talked to the supervisor she passed me off again to the retention department. After a day of being bounced around the corporate phone system, I managed to get some kind of promotion, but I was still not impressed with the outcome. I decided to wait a few more days and see if Frank could do anything.
Like many areas, Verizon Fios is being installed. The thought of switching, I admit, began to enter my mind. Though the product loyalty that was developed by Frank’s hard work on Twitter made it really hard to bare leaving Comcast. Yes I admit it, the old saying is true: “You buy from people you like.” And well I really like how Frank and his team are always just a few minutes away from solving my problems on their network and it was this safety net that made me contact Frank and his team in the first place.
As promised he said he would look into it for me and sure enough within a day an angel from Comcast (I’ll leave his name out because I don’t think we wants to be bombarded with emails or inquiries) wrote me an email and set me up with a deal that I couldn’t refuse. Let’s just say I originally though what he was writing was a joke. It was that good of an offer and didn’t involve signing over my soul.
This situation proves that not only is Comcast rehabbing it’s customer service through mediums like Twitter and the other social networks, but they are doing their best to please those customers who might have left if they decided to not give a hoot (sorry for the bad bird pun). Though they still have lots of work to do on their phone customer service. Their presence online has definitely helped them greatly.
The moral of this story is simple. Don’t judge a social networking/media service based on its naysayers and criticism, judge it based on your experience with the service yourself. If you’re not interested in it fine. But don’t put down those who do use it until you’ve tried it for yourself.
It is all about community building and growing your “social” network. Twitter and these other networking platforms are like traditional networking, it’s how you work it that makes it valuable.
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