Imagine my reaction when I opened my mail yesterday, and saw the monthly Comcast bill indicating I owed an additional $33.
For the past year, I spent $99.99 a month on Comcast’s promotional “Triple Play” bundle, offering me high-speed internet access, digital cable TV, and a voice over IP phone line.
Realizing my promotion ran out, I didn’t want to pay the new charge and wondered how best to contact the company.
If you’re like me, you call toll-free numbers of large organizations and are placed on hold for 20 minutes before speaking to a “clueless representative” on a satellite phone in India.
I didn’t want to dial that dreaded phone number.
Turning to Twitter, the microblog software that works as a service enabling me and you to write 140-character messages back and forth, I tweeted @ComcastCares.
I asked Frank (the profile indicated that was his name) what my options were in reaction to the surcharge, as my bundle apparently ran out.
Four minutes later, Frank proved Comcast is not a robot, and suggested I send an email message to a generic address for a prompt reply.
Vinisha responded to my email within 12 hours and asked for my phone number for someone to call me.
Within an hour, Nancy called, and tried to upgrade me to a $129.99 monthly plan which was the same I already had plus HBO and Starz.
My frugal lifestyle didn’t need the movie channels. I prefer to watch occasional ON DEMAND movies and rent DVDs from the public library down the street. I asked about other options.
Ultimately, she offered to keep me on the same bundle I already had at the same price for another year.
Thank you, @ComcastCares and thank you Twitter, for saving me $33 a month.
If you want to read the messages between me and Frank, here is the threaded Twitter conversation.
Photo credit: ari-herzog @ flickr
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Comments:
Ari Herzog is an online media strategist and Newburyport City Councilor-Elect.
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{ 3 comments }
I love watching @comcastcares work on Twitter. I am not even in comcast territory but Frank is doing a fabulous job for his company. I have suggested several companies I interface with for customer service to take a look and do the same.
Thanks for your note, Linda. JetBlue and others also are wonderful with Twitter, using their feeds not as broadcast channels of mere press releases but dialogue with advice-seeking customers.
I love the power of the web. I also love to hear how people have saved money by making that simple phone call or e-mail. I have friends that tell me all the time that it’s a waste of time and all I can do is laugh at how they throw their money away. great story, keep up the great work.
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