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Everyone goes gaga over Comcast's "proactive" customer service on Twitter. I'm not impressed.
Several times I have tweeted about outages, billing errors, and so on, quickly receiving a reply from a friendly member of their staff - "May I help?"
This awesome real-time outreach quickly loses its novelty when you realize the only "help" you're actually going to get is a link to support.comcast.com, or maybe their 1.800 number. I prefer the latter, because I have a qwerty phone, and don't remember how to spell "Comcast" on the number pad.
A while back I found that the company is trying to further soften their telephone customer service by having Shaq and Ben Stein answer the line, thanking us for calling Comcast. Besides being generally weird, I was disappointed there was no spanish equivalent provided, just the standard "un prima dos" lady. I ended up tweeting about that, and I think the response I got pretty much sums up the irrelevance of Comcast on Twitter:
Sure, mind not patronizing your customers on the phone or the internet anymore?