My Service Sucks Too Bad to Quit

Show me a person who hasn’t had a blood-boiling experience with Comcast and I’ll show you a person who has never had cable TV. Whether they’ve screwed up your bill, showed up five hours late for a service call, or taken three visits to actually fix your problem, their quality of customer service is at the bottom of every industry.

Let’s say for example that Comcast scheduled an appointment to come by your house for an installation, didn’t show up, came by two days later, then botched the installation. You decide to go to the local Comcast service center to complain, patiently wait two hours, only to be told that the manager has left for the day. What would you do?! What would you do?! Stop! Hammertime.

That’s exactly what little ol’ Mona Shaw of Bristow decided to do as she went home and stewed over the weekend, got her husband’s claw hammer, and went back to the service center to let them know who’s boss. According to today’s Washington Post article:

“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!”

She claims that her blood pressure skyrocketed, she started to hyperventilate, and was ultimately booked by Johnny Law. She was fined $345 and received a three month suspended sentence for disorderly conduct. Poor little ol’ lady. While I don’t think busting office equipment with a hammer is the solution to every problem, kudos to her for letting her voice – and her hammer – be heard.

Photo by yoganerd

10 Comments so far

  1. Ha (unregistered) on October 18th, 2007 @ 11:33 am

    You think that’s bad, this happened to me:

    http://www.youtube.com/watch?v=CvVp7b5gzqU


  2. Don (unregistered) on October 18th, 2007 @ 12:00 pm

    It may not be as gratifying as doing all Falling Down on them, but there are things you should always do when the cable company doesn’t live up to their commitments. They are a regulated monopoly so bring their failure to the attention of the proper authorities.


  3. Wayan (unregistered) on October 18th, 2007 @ 1:31 pm

    I bet that was the most satisfying $345 she every spent. And now that we all know that you’ll get a small fine for cracking some keyboards, I can see lines of pissed off customers dropping a few bills just to break up Comcast for a day.


  4. Prontovega (unregistered) on October 18th, 2007 @ 1:58 pm

    I agree! Kill those Commie Bastards. If that doesn’t work we might try something else. Somebody older than me once said " You get more bees with honey than you do with vinegar."
    Hmmm….. I wonder what that means?


  5. Don (unregistered) on October 18th, 2007 @ 4:53 pm

    When the bees exist in a culture completely indoctrinated into a culture of apathy and awareness that they have a monopoly that isn’t necessarily true. Maybe more significantly, Comcast seems to go out of their way to make sure that nobody you as a customer will deal with has even a hint of authority to help you.


  6. Tiff (unregistered) on October 18th, 2007 @ 5:21 pm

    Indeed, Don. And also, let’s not assume that our hammer-wielding heroine didn’t start out with honey- I heard Tom on the phone with Comcast during our little adventure with them- he was unfailingly polite and respectful each and every time he spoke with them, and yet it still took far too long to get them to meet their service appointments, AND a story in the Washington Post to get them to notice that they had done anything wrong. It’s not hard at all to imagine that Mrs. Shaw wasn’t able to get anywhere by being nice.

    And it’s all fine and good for Comcast to protest that her reaction was completely inappropriate, but really… isn’t ANYONE over there asking just what has gone rotten at the core of their customer service when it’s so bad that the reporter for the Washington Post is CHEERING for the woman who smashed up their stuff with a hammer?


  7. Prontovega (unregistered) on October 18th, 2007 @ 5:21 pm

    What you are saying (I think)is kind of the point that I was trying to make. It doesn’t really help to complain to the person on the phone at a personal level . That person is not the company, even though you can’t get a hold of anybody else there must be somebody at that outfit who will understand what the common customer is going through.
    The customer service representative is supposed to pass on your comments. If that doesn’t work just cancel your service. There must be other companies ready and willing to take over.


  8. Don (unregistered) on October 19th, 2007 @ 11:29 am
  9. Jimmy Gilliam (unregistered) on October 21st, 2007 @ 8:10 pm

    Maybe someone can tell me what large company knows the meaning of the word honey and which large company ever gives a damned about an individual. Probably not until every dissatisfied customer comes with a hammer and causes problems with the bottom line will any company care. Another thing to remember is that large companies are run by people. These are the same people that determine the value of a human life, potential lawsuits and profit margins. Have a nice day.


  10. Prontovega (unregistered) on October 27th, 2007 @ 3:24 pm

    Well, it was worth a try. I get the same kind of response from Comcast, Qwest, and Etrade when I try to get help from customer service. The customer service people are told what to say. If your question doesn’t apply to the questions that they are allowed to answer, then things get interesting. The honey versus vinegar theory was a suggestion to get past them and on to someone who could maybe get something done. Their supervisors are trained even more to give you the run around and get you off the phone.



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