Ok, so I had my little rant here about Facebook and it did make me feel better, I’m thinking blogging can be therapeutic as well as informative. It can also, apparently, be extremely powerful because what happened next blew me away! Last Thursday, being at the SEMLS CSS workshop all day, I didn’t check my E or voice mail until early in the evening. To my amazement I found, in both, a message from someone who works at Comcast Corporate Headquarters. Both messages, from this very nice gentleman, said he had been surfing the web when he noticed my blog entry and he thought he could help. He wanted to get in touch with me to get a few more details so that Comcast could find a resolution. Now I was a little “cafuddled” because my ranting wasn’t about Comcast but about Facebook, however, my natural curiosity was peaked so I responded to his e-mail with as much info as I could provide including the fact that at the SEMLS workshop someone else had also mentioned they didn’t receive a confirmation with their Comcast e-mail and that Kathy had talked about spam filter problems
By 10 o’clock Friday morning my Comcast contact had replied to my e-mail stating that it did sound like it was a spamming issue where Comcast had flagged and blocked Facebook confirmations as spam. He said he had “reached out to my abuse team” and that they would investigate the matter. He ended by saying one of the “abuse team” members would be in touch sometime during the day.
Sure enough I got a call from Comcast at 10:52, unfortunately I was out of my office and didn’t get to take the call but a number for Comcast Customer Security was left with a ticket number. It’s taken me a bit to get through but this morning I got a representative on the first try and he explained that they had investigated and Facebook has not been flagged by Comcast as spam, however, Facebook’s URL appears to have a problem and needs to be tweeked on their end. Comcast has reached out to Facebook to try to get this matter resolved.
This whole thing has been pretty amazing to me. I know there are reams of negative Comcast posts circulating on the web but I have to say this was above and beyond any normal customer service I’ve ever experienced with a utility. Never in my wildest dreams did I think a rant about Facebook, on a little blog that only a handful of people know about, would lead to such top level customer service action. Who knows, if Comcast can get things squired away with Facebook future Facebook confirmations will get through on the first try and people wanting a Facebook account can avoid the e-mail frustration roller coaster.
One more update. As I mentioned in my rant I had Googled not getting a confirmation e-mail and found instructions on how Facebook could help me with the problem. I followed the instructions with my sailsinc e-mail addie and when I posted my ranted I hadn’t heard anything back. It took two days but I did get a response from Facebook’s User Operations apologizing for the delay and stating they had confirmed my sailsinc Facebook account on their end and it was ready to go. Since I already had my Yahoo account up and running I’ve not done anything with it but I want to be fare so I say to Facebook all’s well that ends well and let’s be friends.
