Mario Sundar

LinkedIn's 2nd PR hire. These are my thoughts on products, public relations, and startups.

Comcast Cares if you’re on Twitter

In times past, I’ve shared my own Comcast horror story, and in more recent times I’ve shared with you what seemed like prompt customer service from Comcast; however through Twitter (an online micro-blogging site that’s used by tech edge case users in the Bay Area). But today, it was nice to see another such blog post from Josh Lovensohn of Webware, earlier today.

Feeling bullish I Twittered my disapproval, and shortly thereafter got a response from Frank Eliason, a customer service manager from Comcast. Eliason offered to get me in touch with someone who would let me bypass the software activation–a time (and registry) saver.


(Source: Webware)

But apparently it’s the same Eliason who’d responded to Arrington’s problems a month ago. I’m not sure if there are others from Comcast who’re on twitter or given that this is not a mainstream customer service tool, I’m wondering if he’s the only one from comcast on twitter. A search result on twitter shows him as the first result, and he tells Josh (Webware) that

Eliason tells me he’s “lost track” of the amount of people he’s helped through Twitter. A casual perusal of his responses to people’s problems range from the most mundane to the technically complex.

Given the huge negative furor Comcast creates each time their CS reps fall asleep and annoy the heck out their customers, I’d recommend creating a corporate blog with someone like Frank Eliason leading the efforts.

Why?
He’s out there and fielding numerous requests on twitter by himself (correct me if I’m wrong and there’s a team out there – it’s just that I can’t see them). That’s definitely the passion and character that goes into somebody like a Lionel Menchaca who runs Dell’s corporate blog and the same with Scoble when he was out there talking about Microsoft.

Until they do that, if you’re a Comcast customer, feel free to follow Frank on Twitter

@comcastcares

Too bad, the id reminds me of Comcast Scares! I don’t know if Comcast Cares but I sure as well, believe Frank does. Thanks, Frank!

Filed under: Business Blogging, Twitter

9 Responses

  1. Ed Healy says:

    Great story. Eliason needs a promotion – Director of Comcast twittercare – and a raise. Very cool story.

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  2. The Comcast presence on Twitter has indeed been interesting to follow — from the original way too corporaty “Cluetrainwreck responses through the gradual softening up and hints of humor.

    Having Frank post under his own name gives Comcast a nice touch of personality, but this article from the Philadelphia Inquirer said two weeks ago that “[Frank’s] unit grows to five employees this week, and there are plans to add two more employees after that”. If it is developing into a whole team posting I think they should acknowledge that instead of continuing to post as simply “Frank Eliason”. No one can begrudge the man a little time off after all the Twittering he’s been doing for the past month! 🙂

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  3. Whoops, the first link in my above comment was of course intended to point at Charles Miller’s aptly named Cluetrainwreck blogpost.

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  4. Mario, Thank you for this information. My father is moving and I have just convinced him to do what I have done through Time Warner, get his phone, internet and TV cable in one package. He is both in Comcast territory and over 81 so it is good to know that there should be some escape from having him install software on the Mac we gave him to iChat with us. On the other hand, if Time Warner doesn’t have to do this to users, why does Comcast?

    My sister, who is on the Comcast “everything” package (phone, internet, TV) in a different region than my father says that a visiting Comcast technician chose an email address for her in order for them to initialize the internet but she is still getting a message to go in and set up her own Comcast e-mail. I recall that when we were in Japan, the cable internet provider we had also forced us to have an e-mail address with them.

    I may be missing something but the Time Warner “everything” package seems painless by comparison.

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  5. Peter says:

    than you, it is very intersting post !

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  6. Mario Sundar says:

    @Ed, @Peter, you’re welcome.

    @Dan,
    thanks for pointing to the post about Frank’s expanded team. Frank working 6 – 9 and now it’s great that his team expansion should help alleviate some issues Comcast has been facing on the CS front.

    Like

  7. Mario Sundar says:

    @linda,

    I’ve been with comcast forever. Well, the good news with Comcast is now I know whom to turn to when I have troubles 🙂

    And, BTW, Competition is always good for users.

    Like

  8. Mario:

    I, too, have written about Comcast in the past and was glad to see Frank taking on customer conversations on behalf of the company.

    Like

  9. Mario Sundar says:

    Nice article, Valeria.

    I think this article in the Philadelphia Inquirer (recommended by one of the commenters, Dan) encapsulates the latest in the Comcast-Twitter Customer Service evolution.

    http://www.philly.com/philly/news/homepage/17949354.html

    Like

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