http://www.chron.com/disp/story.mpl/front/5227180.html[...........]
She is none other than 75-year-old Mona "The Hammer" Shaw, who took the aforementioned implement to her local Comcast office to settle a score, and boy, did she ever.
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 suburban Bristow, Va. 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 call center office in Manassas, Va., 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!
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