Comcast Does Care

Comcast Customer Care Manager Frank Eliason, better known as @comcastcares on Twitter, and his team are doing their best to let customers know that someone is there that wants to help them.  When a service issue occurs, it can take days to get a tech out to your house to get your service restored.  A lot of time, phone support is anything but helpful.

I spent an hour on the phone with someone from tech support this evening because my internet wasn’t working.  In fact, it hasn’t been working well since it was installed less than two weeks ago.  While the tech on the phone was very friendly and helpful, it took her almost an hour to find out that the problem was an area wide outage.  We spent an hour troubleshooting the issue when nothing we did would have solved the problem.

During the call, I was Twittering @comcastcares with an update to the problem.  Frank has been following me on Twitter for the last week, ever since my issues on Comcast have started.  Even if I do not direct my Tweet in his direction; he still seems to find my, and others tweets.  He often responds to customers with a “Can I look into that” or “Can I help” as a means of first contact.

While @comcastcares and his team are not able to restore service at a moments notice, they are able to provide customers with an outlet for escalated support and real answers.  It is nice to know that there is someone in the company who is willing to help customers (what seems like seven days a week!) and let them know that there is a problem and someone is going to work on it.

With @comcastcares helping as many customers as he can on a daily basis, I expect to see a surge of “Thank you Comcast” articles pop up all over the web; which will hopefully combat the overwhelming amount of “Comcrap” articles that are out there.

Frank and his team do care, and if anyone thinks otherwise they are truly mistaken.  Thanks for all of your hard work @comcastcares and team.

Justin