Comcast fixes Arrington's Internets, but what about the little people?

Sunday, April 06 2008

TechCrunch's Michael Arrington has been having issues this weekend with his Internet at his house - provided by Comcast. Yesterday he was assured via an automated response via a telephone recording from Comcast that the issue would be fixed within 30 minutes. That was yesterday. This morning, he had been 36 hours down without Internet. He decided to rant about his issues on Twitter which (of course he being Michael Arrington) got picked up by other bloggers regarding his Comcast troubles. Within 20 minutes of “tearing into Comcast” on Twitter Michael was contacted by a Comcast exec that helped him get his Internets back.

Arrington caught Comcast's attention because he is THE Michael Arrington of TechCrunch. And that bugs me a little bit (no offense to Michael Arrington though).

What about us "little people"?

I purchased Comcast’s Digital Voice service for a phone line well over a month ago. A few days after I purchased the Digital Voice service – I called Comcast support about not having the Voicemail feature I was paying for not enabled. They said they would get it enabled for me. A month later and several other calls into Comcast support – I still do not have the voicemail feature enabled on my Digital Voice line.

Its great Comcast is monitoring Twitter and the blogs for things people say about Comcast – to monitor issues they need to respond to. But seriously… if Comcast is continuing to ignore my tiny little issue I’ve been having for over a month now but can fix Michael Arrington’s Internet service that were down for 36 hours over the weekend it kind of makes me feel like I’m not a valued customer. Do I have to be a super awesome blogger with bazillion readers to get my issue fixed?

At this point I’m about to give up and cancel the whole damn thing because I don’t have the energy or time to hassle Comcast to enable something I’m paying for.

In blogging about this I don’t expect Comcast to reach out to me or fix my issue. Why would they? My readership here is abysmal compared to TechCrunch. I just want to call out the bigger problem here with Comcast: they only fix important people’s problems. w00t. 

UPDATE: Shawn Morrissey talks about Comcast and how they responded to Michael Arrington but points out that there is quite a bit of folks who are also complaining about Comcast on Twitter. Seems to me Comcast is picking and choosing which problems to address and addressing someone as super important as Michael Arrington (as I said above) makes me feel that I'm not important enough to get my issue addressed. Everyone should be equal and Comcast should be re-evaluating their support system because people are having problems and nothing is being done to fix them and this is absolutely unacceptable.
 

Tags: comcast, internet, michael-arrington, techcrunch, customer, blogger, meh