Comcast Cares–but Only About People Like You

You might’ve already heard about the Twitter account @comcastcares. Run by Comcast employee Frank Eliason, its purpose is to find upset customers before they even know they’re looking for help. I’d heard of Eliason’s project, but had completely forgotten about it when, on Sunday, I found my HD service mysteriously missing and broadcast my frustration to the Twitterverse. Frank’s immediate Twittered response was unexpected and reassuring.

When the next day’s service call proved fruitless, he asked me to email him. Within a few hours I had received phone calls and emails from three different smart and seemingly concerned Comcast employees, and by the evening my problem was solved. I had been prepared to settle in for a weeks-long fight with the cable company. Instead, Frank’s quick intervention left me feeling oddly positive about a company that I had long considered to be more or less the embodiment of malevolent, slothful incompetence.

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