i have written about online corporate reputations before. and i’ve talked about how twitter has helped saved lives.
although there were no real life threats, both mine and chris’ sanity was being tested all night long.
we have had a buffalo airstation for a while which has been pretty solid for DSL wireless, but hasn’t always played well with cable. we decided, after it wouldn’t connect with our new comcast cable internet, to get a new router. off to best buy, chris went, and purchased a netgear super g router, which was even worse trying to set up.
now, i’m not completely clueless when it comes to techy things, and have set up plenty of wireless connections in my day. so, after a couple of hours of set up and nothing was working, i twittered my frustration.
several of my twitter friends responded (one even called) and recommended the airport express. so out chris went to the apple store for purchase number two. we plugged and didn’t play right away, but after some minor tweaking, got it to work.
what really surprised me in this whole ordeal was comcast. after first losing our initial reservation for service installation, and after being on hold for a while via their phone systems, i realized that on twitter, @comcastcares had almost immediately responded to my woes. we walked through a few options, twitter went down for a while (sigh), but soon enough, he was back on trying to help me out.
even better was the personality of @comcastcares. his name is frank. he apologized for a slight delay he had in responding to me…why? he twittered that he was playing wii with his wife. perfectly acceptable in my book!
again, social media has pleasantly surprised me. even gigantic companies like comcast have taken initiative and customer service is being reshaped. why would i spend 10 minutes going through mazes of phone systems when twitter help is right there?
Comments
7 responses to “Comcast, Airport Express & Twitter”
Wow, i’m impressed, we just got Comcast here in Tucson. I’ll have to re-adjust my attitude towards them…maybe.
I use Twitter but I’m not a huge Twitter fan. However, when I hear stories like that, it really impresses me.
I wish Charter here in DFW were a little quicker about things. They canceled my initial install, then didn’t finish the job. Haven’t been less than 30 minutes late yet (if they show up). Some of the people have been friendly, but their ability to get the job done hasn’t been even on par with Cox in New Orleans after Katrina. I think that says something.
But I’m glad Comcast was good to you. One of the repairmen for Charter started talking about how much he loved Comcast… which was awkward. =)
That’s so cool. I am loving Twitter so much lately.
You might want to check out Frank’s last name via his Twitter profile… I think you’ll laugh.
@portorikan here. Glad the airport express worked out.
I was surprised when I saw comcast on twitter as well. Pretty cool of them.
What is Twittere. My interest was peaked when you said you got Comcast in Tucson.Do you mean comcast cable? because it was not possible before due to cox’s contract with tucson which I hope goes off in February.