Hate Your ISP? See if They are On Twitter
David Armano of the excellent Logic+Emotion blog recently wrote about one of the most universally frustrating experiences: dealing with an ISP when you have an outage. My own ISP, Verizon (Fios) provides excellent service when it is running, but when it goes down, Verizon actually asks you to run a diagnostic tools THAT IS THEN SENT TO THEM OVER THE INTERNET. That’s hard to do when your freaking connection is out.
I won’t even get into the fact that I once seached the Verizon site for 30 minutes looking for a tech support number and then finally Googled it and found it posted by some other equally frustrated person who posted the right number on his/blog.
But enough about me. David has a good story to tell because when he returned home from vacation, the service from his ISP, Comcast, was out. So after trying the traditional routes David discovered that Comcast has a Twitter account — and a real guy, Frank, behind it.
Within a few minutes on a Sunday evening, Frank responded to my complaint letting me know that it was most likely not an outage in my area, but a problem at my house. He also guided me through a process that would have fixed it (if I had a amplifier vs. a splitter), but it was still nice to get the education on the difference, not to mention the personal touch delivered through what is supposed to be an impersonal medium.”
Amen. Does Comcast still get a bazillion complaints? Probably. But this again validates the fact that increasingly, and at a very low cost, companies can provide services to their customers in the manner in which the customers want to receive it. I, for one, would get on a plane to Bangalore before I have to call Verizon again. Twitter can be a highly personal experience.
And David even did a screen capture of the conversation Very cool:
Great post, David.