September 2, 2009
I recently moved from Minneapolis to St. Paul and in need of internet and cable I decided to give Comcast a call.
“I’m sorry, Ma’am, you can only do that online,” or “You have to call the regional number to get that deal,” and worse: “September 7th is the soonest we can have it installed.”
Thinking of a week without Internet made my heart break, so I asked the Comcast rep if there was any way to get the installation appointment sooner. She told me they were booked and no waiting list on cancellations existed.
I had read the various articles on Frank Eliason, or @comcastcares and decided to give him a try. If you haven’t already heard of Mr. Eliason, he is Comcast’s customer service voice on Twitter — dubbed the most famous customer service manager in the U.S.
@ComcastSteve: no way. send us an email w/home addy and contact info. we’ll speed it up. firstname.lastname@example.org
In less than 1 hour I got a call from John, a local Comcast representative who kindly set me up with an appointment the next morning. Shocked (and happy!), I asked John how this was possible when others had me waiting until September 7th? John didn’t have the clearest of answers for me, but said I was a special case.
The next morning I had Internet, and a phone call from John following up on the appointment.
Comcast’s social media customer service worked out great for me, but why was I a special case and how did an appointment suddenly open up? In my head I pictured some sad St. Paul soul getting a call from Comcast saying their appointment had to be rescheduled.
I couldn’t decide if I was happy for getting what I wanted, or angry that I didn’t get this service in the first place. And I wonder, does Comcast leave open appointments for loud, angry, social media enthusiasts?
Feel free to share your stories or thoughts!