Bonitamedia’s Weblog

Creating a lasting impression for small business

Real-life power of Social Media

Most people who know me, know I am generally patient.  I will take a lot before I snap – but when I do, look out, it may get ugly!  Well – ugliness happened today…

high voltageI have been having severe problems with my phone and internet service for the past 3 days.  Both are packaged together through Comcast Business services.  My decision to go with Comcast was pretty simple – they offered a great price, static IP addresses, 4-hour response time and most of all, they were a past-client.  It all seemed to make sense.

Well – I have had some serious service issues over the past year, most of which I let go without raising a stink.  Today I snapped.  My phones and internet have been more off than on for 3 days.  I was told Monday the problem was fixed.  I was told yesterday a tech would arrive to fix the problem (after 6 hours, not 4).  Tech shows up to inform me the problem is outside (already knew that) and another guy would be out to fix it.

This morning I come in to the office expecting things to be fixed – nope…  Now I am really ticked off…  I dropped calls all morning – one to a new client (hopefully doesn’t think I am bush-league).  Frustrating and embarrassing.  So – here was my answer…

Pull out the cellphone and tweet “Day 3 of no internet service from Comcast… so much for business class’s 4hr response time… anyone else find similar service issues?”.  Of course this ended up on Facebook as well.  However, things got much better from this point forward…

I received a tweet from@comcastbill stating this was “unacceptable”.  Turns out Bill is with Comcast corporate offices in Philadelphia.  I of course was skeptical – I had never heard of him – but @sellphone assured me he was legit.  Bill called me and agreed the issue should be resolved and communication should be better.  Within minutes, Bill Evans, a local manager with Comcast Business Services called me to apologize.  Mr Evans assured me the issue wouldbe resolved and a crew was on the way to handle it.
Comcast does a great job monitoring social networks.  I never asked them to contact me – I was asking the public for their opinions.  @comcastbill did a great job diffusing the situation.  Comcast’s internet speed is the best in our area, but reliability is key.  Lack of communication at the local level caused me to flip.  I thank @comcastbill for his handling of the situation.  I hope we never have to chat under these terms again, as he is genuinely a great guy and really does want to keep his clients happy.

Thanks Comcast, @comcastbill and Bill Evans for going above and beyond what was expected!

February 25, 2009 Posted by | SWFL Hodge Podge, Uncategorized | , , , , , , , , , | 1 Comment