Hi all -
First off, wanted to say thanks to everyone for allowing us to participate in this forum so actively. This community is wonderful and we are glad to be a part of it.
I am part of the team that supports the Comcast Direct forum. We are 6 people strong, with 3 of us being engineers and the other 3 being managers. Brandon (ComcastBMac) and I handle most of the issues that come into the Direct forum to the best of our ability. I come from a technical escalation/networking/provisioning team, and Brandon joined us from the field as one of our top technicians. Another engineer, Eric, has recently joined our team from an integration firm and presents us a wealth of knowledge in 3rd party products/integration. A few months ago we were hoping to get a few more heads to help us out with social media support, but that process has unfortunately been a little bit slow. We are doing our best to support everyone we can though, and we appreciate everyone's patience when we fail to respond in a timely fashion. Please note that supporting the Direct forum is not our only job function, so we try to balance it as much as we can. We should be adding a few new heads hopefully in the near future in order to provide even better support.
With that said, I'd like to open up a discussion about how we can better support customers through the Comcast Direct forum. We are open to all feedback (preferably constructive criticism!), so feel free to chime in. What would you all like to see from our support on this website? I know we lack a little bit in the billing department, but please understand that we are a technical team and that is not our forte, though we do try.
I hope we've been able to help the majority of you to your satisfaction, but if not, please let us know what else we can do.
Thanks for everyone's time and I look forward to hearing from you.
-Nick
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