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!

Comcast Customer Service is Getting Personal?