Comments on: A Tale of Great Customer Service

By: John

John — Wed, 17 Mar 2010 02:50:45 +0000

One of my favorite customer service quotes is “Although your customers won’t love you if you give bad service, your competitors will.” -KATE ZABRISKIE

By: Brian

Brian — Mon, 18 May 2009 05:38:58 +0000

Yikes.

Your issue sounds EXACTLY like my issue. The latency between my Airport Extreme router and the Comcast cable modem is so bad that I cannot connect into work via VPN to get my work done. Ping times of 400-700ms are typical, which makes everything painfully slow.

What I noticed was that the ping times were great (80ms) right after the wireless router started, but within a couple of minutes, the ping times climbed sky high again.

My next test will be to work for a day in “directly connected to the Cable modem” mode, as you did to see if the problem changes.

I tried downgrading the Apple Airport Extreme firmware to all previous versions and I get the exact same problem.

Please keep us informed on how your tech visit goes.

Cheers,

-Brian

By: Tom

Tom — Fri, 01 May 2009 17:56:43 +0000

I’m wondering if this was a case of “the squeaky wheel gets the grease.” My question would be if you actually called Comcast would the service have been similar, or were you given more help because you were more visible to the world, because of being on Twitter? I also wonder if the service tech who helped you was just a real nice person doing this on her own, but with the ability to bump things up the ladder, or would Twitter monitoring be part of her Comcast responsibilities?

Because taking care of a highly visible squeaky wheel while serving up the same old “press 1 if you are using a telephone, press 2 if you have a problem, press 3 to repeat this message…” support with an Indian accent to the not-so-visible customers would be a bit misleading.

But you did have a good experience, so just color me disgruntled…

By: Political Activism, Critical Thought and Twitter « Nothing Sacred

Political Activism, Critical Thought and Twitter « Nothing Sacred — Fri, 01 May 2009 13:22:10 +0000

[...] trouble with the Comcast services at her home, and she tweeted about it. Within 15 minutes, a Comcast technician had responded to her tweet with an offer to assist, and she’s now on her way to a resolution of her [...]

By: Ilya

Ilya — Sat, 25 Apr 2009 14:00:40 +0000

Based on what MWT says, I have a concern that this undoubtedly helpful model can easily deteriorate into a full-blown “telemarketing” assault, once more people and corporations get on it… Not that I use Twitter, anyway

I am nonetheless happy that smart people elsewhere make inventive use of “new” technologies. Kudos to Comcast and others.

By: Shawn Powers

Shawn Powers — Sat, 25 Apr 2009 03:55:04 +0000

I got the same Twitter service from Charter today too. Not quite as helpful as yours, but it wasn’t specific to me — rather a regional outage.

I like this support model. A lot.

By: duncan

duncan — Sat, 25 Apr 2009 02:36:42 +0000

Our first challenge… doing even phone support well… sigh…

By: MWT

MWT — Sat, 25 Apr 2009 02:21:55 +0000

Comcast isn’t the only one. I seem to pick up random followers who find me by keyword searching on stuff I’ve said. One time I was whining about PHP, and got a reply from a PHP helpdesk bot. There’s another follower who sells olive oil – I must’ve been talking about food at some point. It’s definitely more convenient for the person with the problem that way.