Dogfather
Premium
join:2007-12-26
Laguna Hills, CA
 ·Cox HSI
 ·Verizon FIOS
 ·Cox VOIP
·ViaTalk
·RoadRunner Cable
 ·MegaPath
·Verizon west (ex G..
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3 edits | Every bit helps
Everything they can do to reach out to their suffering customers helps. They must do something to salvage their ever sinking reputation, even if it's helping a few customers at a time. Even here the better companies (like DSLx, Cox, Verizon) have employee representatives officially working to solve customer problems. Meanwhile others who work for lamer ISPs have to do so in secret or risk being fired »Re: What Happened to Saber11 ??????? . |
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B
Premium,MVM
join:2000-10-28
| But He's A Bit Clueless
Unfortunately the guy they were using for this ill-conceived PR move is not the sharpest tool in the roll-up pouch.
As I mentioned at
»Why are people stupid about connections
On a recent "TWiTcast" the high ranking ComCast representative who maintains a Twitter (no relation) feed for high profile ComCast technical presence made a guest appearance. In literally the first full sentence out of his mouth he referred to something like a 20 megabytes per second consumer service offering. I was floored, though the panelists all let it slide.
-- B
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In a realm outside causality and function |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
·Comcast
|  Twitter monitoring is a PR function; not a cust svc function
Companies monitor Twitter to head off public relations disasters and not to improve customer service. They want a jump on any bad press reports that may result from a thread on Twitter that catches the notice of main stream media reporters.
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My BLOG .. .. Internet News .. .. My Web Page |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | And they do that by fixing (or trying to fix) the problem for those customers. How dare they. |
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BSD24
Tier 4
Premium
join:2008-04-30
Middleboro, MA
clubs:
·Comcast
·Verizon FIOS
·Verizon Online DSL
1 edit | reply to TKJunkMail
said by TKJunkMail  :Companies monitor Twitter to head off public relations disasters and not to improve customer service. They want a jump on any bad press reports that may result from a thread on Twitter that catches the notice of main stream media reporters. TK - I doubt Comcast is trying to head off PR disasters on Twitter. The truth about Comcast as a corporation, is they do care what the customers think. Although they may not always be the best or the surveys of a few thousand may show they are the worst - the truth is usually not visible to the consumer. This is why people are left to draw their own opinions. Many of which are inflated. And as most people know angry customers are usually heard 1000X more than the few happy customers that may never even speak up to say they are a happy customer.
But if Comcast can see customer's complaints on these sites, they can find ways to improve those customer's experiences and better themselves in the way of customer service. Good companies will listen, bad companies will not. |
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JeepMatt
Delaware Fios
Premium
join:2001-12-28
Wilmington, DE
·Verizon FIOS
| reply to B
Re: But He's A Bit Clueless
said by B :Unfortunately the guy they were using for this ill-conceived PR move is not the sharpest tool in the roll-up pouch. As I mentioned at » Why are people stupid about connectionsOn a recent "TWiTcast" the high ranking ComCast representative who maintains a Twitter (no relation) feed for high profile ComCast technical presence made a guest appearance. In literally the first full sentence out of his mouth he referred to something like a 20 megabytes per second consumer service offering. I was floored, though the panelists all let it slide.
-- B Actually B - the "guy" is pretty brilliant. I think the only upset folks were the nerds who get all itchy when someone confuses bits with bytes.
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"ONE team - ONE city - ONE dream!!" |
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banditws6
Shrinking Time and Distance
join:2001-08-18
Naples, FL
·Comcast
| reply to Dogfather
Re: Every bit helps
Their Twitter guy actually helped me fix an issue I had with my Comcast connection by having a regional rep call me personally. I agree that everything they can do to reach out to their customer base helps!
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"I'll follow the law until it's just stupid." -Ted Nugent |
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B
Premium,MVM
join:2000-10-28
| reply to JeepMatt
Re: But He's A Bit Clueless
Uh, he works for one of the largest ISPs in the world, he makes about the most elemental blunder one can make in that arena (and one that only further confuses the public he's supposed to educate), and you're fine with that?
Statements that are off by EIGHT TIMES don't bother you in the least?
He's "brilliant"? Maybe so, but he certainly did not come off that way during the episode. How do you make that judgment -- are you related?
-- B
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In a realm outside causality and function |
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ
·Verizon Online DSL
| reply to BSD24
Re: Twitter monitoring is a PR function; not a cust svc function
Got to agree with TK on this one (God, how often does that happen, lol). If their satisfaction ratings weren't so far down the shitter, wouldn't care one bit about what someone posted there. But they can not afford yet another Comcast blew up my house/ fell asleep on my couch/ killed my dog/ made granny go nuts with a hammer PR disaster. Ironically, the one time I had to deal with their support (for someone else; I'm a Verizon customer), I found them quick, to the point, and right on money. Was a big difference compared to the Verizon DSL support, which I refuse to contact (with the exception of the Verizon Direct forum here). |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | So regardless of anything else Comcast does, is them helping people on twitter good for those customers or bad for those customers? |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| reply to Dogfather
Re: Every bit helps
"Meanwhile others who work for lamer ISPs have to do so in secret or risk being fired »Re: What Happened to Saber11 ??????? ."
Saber11 did not work for TW.
Thank You
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ
·Verizon Online DSL
| reply to Dogfather
Re: Twitter monitoring is a PR function; not a cust svc function
Sure it's good for those customers. But until things are good for the majority of them, it really doesn't matter. Until that time, I see this as nothing more than Comcast drawing attention away from the bulk of the problem just so they can say, "hey look, see we do care." Classic PR move, not a customer service one. |
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b10010011
Whats a Posting tag?
join:2004-09-07
Bellingham, WA
1 edit |  Twitter?
What's Twitter?
Is that like IRC for AOL users? 
Besides what good is online support when your connection is down? |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs: | reply to Dogfather
Re: Every bit helps
" Meanwhile others who work for lamer ISPs have to do so in secret or risk being fired"
Or be called shills by you.
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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BSD24
Tier 4
Premium
join:2008-04-30
Middleboro, MA
clubs:
·Comcast
·Verizon FIOS
·Verizon Online DSL
4 edits | reply to Jodokast96
Re: Twitter monitoring is a PR function; not a cust svc function
said by Jodokast96 :Sure it's good for those customers. But until things are good for the majority of them, it really doesn't matter. Until that time, I see this as nothing more than Comcast drawing attention away from the bulk of the problem just so they can say, "hey look, see we do care." Classic PR move, not a customer service one. Did you also know that Comcast has an official "Comcast Cares Day" every year where thousands of employees give up their time to help out their communities.
That story was in the paper. Comcast cares about the community, its customers and its employees. |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA
·Cox HSI
·Verizon FIOS
·Cox VOIP
·ViaTalk
·RoadRunner Cable
·MegaPath
·Verizon west (ex G..
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1 edit | reply to hobgoblin
Re: Every bit helps
said by hobgoblin :"Meanwhile others who work for lamer ISPs have to do so in secret or risk being fired »Re: What Happened to Saber11 ??????? ." Saber11 did not work for TW. Thank You Hob I didn't say he did. You should bother to read the linked post before replying.
said by KickMe :
Anyone who has been on this forum for very long knows how sensitive TW is about employees posting anything concerning the company on tech forums. Five or six years ago a female employee almost got fired for posting a Road Runner satisfaction poll here. Others can relate numerous accounts of TW disciplining employees for providing technical assistance in this forum. Many newer TW techs seem to come and post for a few weeks and then vanish.
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K Patterson
Premium,MVM
join:2006-03-12
Columbus, OH | Our Comcast forum
There are at least two new posters on the Comcast forum representing themselves as Comcast employees. Maybe we have been recognized. |
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ
·Verizon Online DSL
1 edit | reply to BSD24
Re: Twitter monitoring is a PR function; not a cust svc function
No, but then again, it's somewhat old news. The Philadelphia Inquirer ran it as a front page, multi page (3 I believe) article several months ago. Then again, I don't recall seeing much of the negative stories on TV either, but they were all over the net. It's on the net where their catching the flak, so it only makes sense that's where they to try to fix it. |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA
1 edit | Whatever gets help to those customers even if it's them being a squeaky wheel. |
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B
Premium,MVM
join:2000-10-28
| reply to Jodokast96
Uh, yeah... of course. It's "only" PR, and I think it's a good idea.
It's just one guy (and as I mentioned above not a very good one). His role is obviously PR and that's not necessarily a bad thing.
-- B
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In a realm outside causality and function |
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