What Took So Long — Comcast?

Note to readers! If you are a Comcast customer and are having a problem, blog on Twitter. It might get you resolution to the problem. Your Mileage May Vary of course but what can it hurt? –

The company has to “materially and significantly” improve, he said, noting it could take several years. “We’re playing catch-up.”

On Twitter, where users write blurbs on what they’re doing or thinking at the moment, a passing complaint can be an early warning signal to Comcast. The site, said Biz Stone, a Twitter cofounder, is the sort of forum that Comcast should monitor.

“If Comcast can get to those influencers, the complaints will not grow to a full blog post,” he said. Eliason has posted about 600 messages, or “tweets,” on Twitter.

Comcast is “waking up to the fact that a bad rap in the social-networking space could spread like crazy,” said Shel Holtz, a public-relations consultant in the San Francisco area. “If consumers are talking to each other about your brand, you should participate in that conversation and have a good story to tell.”

The story in this case is more like a horror flick on Comcast’s FEARnet channel. Comcast has had a public-relations nightmare with Comcastmustdie.com, launched in October by Advertising Age columnist Bob Garfield.

First of all kudos for Comcast recognizing that this was an avenue of woe for them. At least they recognize the issue.

But on a much more sour note, this guys is only a stop gap measure. If Comcast wishes to climb out of the hole they are in they need to revamp their first contact methodology. Instead of running thru a script that make the customer nearly disassemble their internal network why not start from the drop outward? I was your customer for 4 years. In all hat time it was NEVER my internal network. When the track record for a customer indicates is not their problem then the company needs to start doing root cause analysis of their network outages.

Linky.