g1smd - 9:04 am on Oct 18, 2012 (gmt 0)
Because I would be the comcast guy in this twitter conversation.
If I started using twitter my customers would probably do the same thing you did - instead of emailing or phoning me during service hours they would blast out their questions on twitter.
Responding on Twitter: an immediate public response.
Seen to be pro-active in dealing with queries and problems.