Comcast Customer Service is Getting Personal?

Scott Westerman is on the ball. I met him via Twitter last year when I was having problems with my local Comcast connection. He responded to me right away, and has done so much to bring customer service into the social media realm. Witness this recent email response, as sent to one of my viewers who was asking about some of Comcast’s offerings:

Chris shared your question about UVerse vs Comcast with me. I’m glad to try to help. You’re right that you can only record one program if you’re watching another with the Comcast DVR. Same story with Tivo. These guys are two tuner devices.

I know the Stockton guys personally, so if part of your reason for leaving our family was quality stuff, I can make sure your service QOS is bullet-proof. We’ve also got several enticing come-back offers for prodigals like you. If you’d like to talk about the options, I’d be happy to have someone reach out to you.

Some things that are on the horizon.

Later this year we’ll be launching a new technology called Tru 2 Way. If you buy a Tru 2 Way device (TV or DVR), you won’t need a cable box as the brains are all inside the device. All you’ll have to do is get a cable card and plug your TV into the coax jack. You will get a guide and can access the cool stuff like On Demand and PPV.. all without a cable box. Currently the first cable card is free, so you won’t have to pay us a monthly fee for it.

We’re also continually increasing our Internet speeds. DOCSIS 3.0 is on the horizon which will allow us to do the cool stuff like you may have read about in St. Paul.. 50 Megs and faster.

In most markets we’ve seriously increased the number of hours of HD On Demand content, too. Something like 2000 hours at the moment with a ton of it Free.

And finally, if you’re on Twitter, you’ve got instant access to guys like Frank (@comcastcares), Bill (@comcastBill), Bonnie (@comcastbonnie), and me (@comcastscott). We try to give special love to anybody Chris sends us. Google Frank Eliason to get a feel for how we’re trying to change the paradigm of what constitutes good customer care.

Hope this information is helpful. Don’t hesitate to ping me with questions or feedback.

It’s true. In fact, I’ll be beta testing the DOCSIS 3.0 modems in a few weeks – since they just became available in the Seattle area. I believe I’ll be pushing 50 down and 10 up soon!

12 thoughts on “Comcast Customer Service is Getting Personal?”

  1. The more personal that customer service becomes the better. I refuse to call and talk to most any companies techs simply because I feel like the little incompetent user on one end of the line talking Mujibar who, generally, knows less than I do. The only exception I really have found to this is Apple’s customer service. They are friendly, energetic about their products, and appear to be well qualified in the knowledge department. The experience written about here I can see as being few and far between, but is far better than over-the-phone support. Things such as this and possibly support through VoIP services such as Skype are the way to go.

  2. I stumbled along Frank Eliason after he responded to my tweet about how disappointed I was with the lack of control on the SMC gateways. I needed some information, and Frank passed me along to Bill – who was very helpful and definitely knew what he was doing.

    I’ve talked to some people at Comcast who say the company is having some morale issues, but that they’re actively looking to change their image. The fact that they’re reaching out to customers like this is awesome. I’ll be sure to mention the Pirillo name the next time I call, no…tweet for support.

  3. You are so lucky Chris, I would love to be able to test or buy a 50 down connection, all we have here is Time Warner and AT&T Uverse, (I work for Uverse and I won’t dare get it) but Time Warner is doing me right with a 30 down connection but I only get 2 up. So enjoy the extra speed Chris and let us know how it works out.

  4. Wow, thats cool, for me OOL on long Island NY is a robot that prompts for numbers on the phone. much like trying to activate windows without the Internet

  5. Comcast has some of the best customer service that I have ever used. I used it the other day. The guy at the counter forgot to include the manual with the box, so I called the tech support. I was quickly able to get a hold of a live person, and she walked me right through the setup. She was friendly and knowledgeable. It was great! 😀


  6. I think comcast is a huge joke. They are indeed getting personal! I think it’s time that I either switch right back to DSL or even upgrade to Verizon Fios. I’m hearing great things about them! Although, I would miss Comcasts HD very much! What to do !

  7. Comast Cable has not worked continuously since January 6, 2009. Evidently the technicians do not know how to correct the problem because they have benn here twice. Poor, poor service. Static and black screen is what I have been receiving.

  8. Comcast has the worst customer service of any company Ideal with. I reccommend staying away unless you want to feel ripped off! I hope this helps, God bless and have a nice day,

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