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What bad customer service leads to


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#1
sari

sari

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Let me start off by saying I do not condone this behavior, and I recognize that it's not a balanced story, but it's indicative of how bad customer service has gotten in general when it drives someone to do what this woman did.

Fear not, fellow Americans! In these dark days of war, pestilence and Paris Hilton, a new hero has arisen. She is none other than 75-year-old Mona "The Hammer" Shaw, who took the aforementioned implement to her local Comcast office in Manassas to settle a score, and boy, did she!

This was after the company had scheduled installation of its much ballyhooed "Triple Play" service, which combines phone, cable and Internet services, in Shaw's brick home in nearby Bristow. But Shaw said they failed to show up on the appointed day, Monday, Aug. 13. They came two days later but left with the job half done. On Friday morning, they cut off all service.

This was the company that has had consumer service problems serious enough to prompt the trade magazine Advertising Age to editorialize that Comcast and other cable providers should spend less on advertising and more on customer service. And has spawned a blog called ComcastMustDie.com that's filled with posts from angry customers.

So on that Friday, Mona Shaw and her husband, Don, went to the local call center office to complain.

Let's pick it up, mid-action, according to Shaw:

Mona demands to speak to a manager. A customer service representative says someone will be right with them. Directs them to a bench, outside. (Remember, it's mid-August.) Mona and Don sit.

Tick, tick, tick, goes the clock. Sit, sit, sit, go Mona and Don.

For. Two. Hours.

And then -- this is the best part -- the customer rep leans out the door and says the manager has left for the day. Thanks for coming!


Hammer time: Shaw storms in the company's office. BAM! She whacks the keyboard of the customer service rep. BAM! Down goes the monitor. BAM! She totals the telephone. People scatter, scream, cops show up and what does she do? POW! A parting shot to the phone!


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#2
dsenette

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the perfect reason to have a hammer in your car at all times
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#3
frantique

frantique

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Or a trunk monkey!
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