The next time I have a problem with my cable service, it might be faster to skip the customer service line. Apparently, Comcast is more responsive to people posting on their blogs:
http://www.nytimes.com/2008/07/25/technology/25comcast.html?hp
I thought this was an interesting read, especially after finishing The New Influencers. Comcast has its share of PR challenges (see http://comcastmustdie.com/) but the article discusses the company's attempt to monitor and engage critics online, as Gillin recommends.
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My coworker had a run in with Comcast last month. He has the triple play service which includes landline phone. Currently, his elderly mother is living with him while she is in between apartments. When his service went down, so did her ability to call him or to call 911. Comcast repeatedly rescheduled his service and when he asked to speak to the manager at the call center he was put on hold for hours and then told that the manager would not speak with him. He ended up calling the corporate headquarters which apparently has a secret call center that handles people that call the HQ with service problems. His service was reconnected that day. He didn't post his experience on the Internet, but his experience will make me think twice about getting phone service with Comcast. While these kind of problems used to be kept between just a few people in an office, now they're being aired for the tens of thousands out on the net. Comcast has no option but to directly engage these customers. Unfortunately, some of the most needy customers, like the elderly, aren't able to complain on the Internet. I worry that the squeaky wheel might not be the one most in need of repair.
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