A couple of weeks ago, we had a sudden internet outage – TV remained fine – and I posted a tweet lamenting the fact that I was going to have to call Charter’s atrocious tech support. I received a tweet back from one of their support staff (not that I did not know of this team before I started; my tweet was not directed at them) who – via twitter DMs – was able to set up a technician’s appointment, followed up to make sure that the call went fine (it turned out that a service update affected the cable modem I was using – the tech was replacing his fifth in two days when he showed up at my house). Not only that, he passed along an email that I sent detailing past problems that I had experienced with Charter’s support to his supervisors, called me to explain the reasons that Charter tech support must do some things (such as verify your account with the last 4 digits of your SSN, which I hate – it’s an FCC regulation, it turns out, but can be replaced by a PIN that you can choose, and which he set up for me on the phone), and gave me six months introductory customer pricing. I never had to call Charter support.

So, not Comcast, but in my case it was surprisingly fantastic.