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Old 10-19-2007, 09:16 AM   #1
BryanH
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Default hammer time at the Comcast office

For those of you that hate Comcast (crapcast) as much as me this should make you smile! And I did search so WTLW bite me.

http://www.washingtonpost.com/wp-dyn...702359_pf.html

Sometimes truly American virtues arise in outlaws who -- by dint of heroic but questionable endeavors -- display the mettle of the national character.
For instance: The Dillinger Gang, robbing banks (and destroying mortgages) when banks were foreclosing on the poor. Stephanie St. Clair, matron of the numbers racket during the Harlem Renaissance, striking a (dubious) blow for both gender and racial equality. Junior Johnson bootlegging liquor during Prohibition (the benefits of which were self-evident).


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!


Oh, the sputtering outrage!


The insulting idea that, as Shaw puts it, "they thought just because we're old enough to get Social Security that we lack both brains and backbone."
So, after stewing over it all weekend, on the following Monday, she went downstairs, got Don's claw hammer and said: "C'mon, honey, we're going to Comcast."


Did you try to stop her, Mr. Shaw?


"Oh no, no," he says.


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!


"They cuffed me right then," she says.

Her take on Comcast: "What a bunch of sub-moronic imbeciles."

Being a responsible newspaper, we must note that this is a misdemeanor, a crime, a completely inappropriate way of handling a business dispute.


Noted.



Who among us has not longed for a hammer in this age of incompetent "customer service representatives," of nimrods reading from a script at some 800-number location, of crumbs-in-their-beards plumbing installation people who tell you they'll grace you with their presence between 12 and 3, only never to show? And you'll call and call and finally some outsourced representative slings a dart at a calendar and tells you another guy will come back between 10 and 2 next Thursday? And when this guy comes, pants halfway down his behind, he'll tell you he brought the wrong part? And there is nothing, nothing you can do.


Until there! On the horizon! It's Hammer Woman, avenger of oppressed cable subscribers everywhere! (Cue galloping "Lone Ranger" theme.)
"I scared the tar out of some people, at least," she says. "It had never occurred to me to take a hammer to a phone company before, but I was just so upset. . . . After I hit the keyboard, I turned to this blonde who had been there the previous Friday, the one who told me to wait for the manager, and I said, ' Now do I have your attention?' "


It wasn't all fun.


"My blood pressure went up around my ears. I started hyperventilating. They had to call the rescue squad and put me on a litter." By the time it was over, she recalls, there were an ambulance, two police cruisers and a sergeant's car in the parking lot. Shaw received a three-month suspended sentence for disorderly conduct, a $345 fine in restitution and a year-long restraining order barring her from the Comcast office.


"Truly a unique and inappropriate situation," says Beth Bacha, a vice president for Comcast. She says company policy forbids disclosure of clients' records, but did say their files note that the service record wasn't exactly what Shaw has indicated. Besides, "nothing justifies this sort of dangerous behavior."


Bacha noted that Comcast has more than 25 million customers, the overwhelming majority of which are very satistified with their service. Manassas police spokesman Sgt. Tim Neumann says there have been other police calls to that Comcast office, but he doesn't know what prompted them.


Bob Garfield, who runs ComcastMustDie.com, wrote last week he was happy the site had become an outlet for "so much deep-seated rage," but hoped customers would "keep the hammer assaults down to a bare minimum." From what we can tell, Mona Shaw is not, actually, a raving lunatic armed with construction tools.


She is a nice lady who lives in a nice house. She and Don are both retired from the Air Force (she was a registered nurse). They have been married 45 years. She is secretary of the local AARP, secretary of a square-dancing club and takes in strays for the local animal shelter (they have seven dogs at the moment). She has a heart condition. She lifts weights at a local gym. The couple attend a Unitarian Universalist church.


Police gave her the hammer back, though she swears she's content to ride off into the sunset of True Crime Stories in America, never again to go Com-smash-tic on her local cable provider.


She does, however, finally, have phone service.


On Verizon

CN: it isn't really as long as it looks but a lady got tired of getting the run around by Comcast and decided to get up front and personal with them....and used a hammer!
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Last edited by BryanH; 10-19-2007 at 09:22 AM.
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Old 10-19-2007, 09:26 AM   #2
MidnightSti05
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Default

Same sort of thing happened to me, Appt was 11am-2pm - guy didn't got called at 130 saying the guy should be there within an hour. So I called at 3, same response "he'll be there in 20 minutes" Well he finally showed up at 630 - I had been sitting in my apartment all freaking day! he works on the cable went through two boxes only got one room setup and left at 930pm!!

...But I got install and one month free
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Old 10-19-2007, 09:36 AM   #3
BryanH
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Default

ehh...so what????

is a 50$ install and 50$ of service worth a whole day of your time? I ask because I had SEVERAL of these appointments were the crapcast tech blew off the appointment...and I have NEVER had that with DirectTV.
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Old 10-19-2007, 09:41 AM   #4
rogue
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IBAsinine!
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Old 10-19-2007, 10:02 AM   #5
lilsix
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I had an early appointment one day and they kept not showing up as the day went on, so they kept trying to get me to reschedule to another day, but I kept refusing. So finally a guy showed up at 9:30 at night and did the job as he tried to sell me some weed. Comcast is a joke, they charge way too much and the customer service is horrible.
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Old 10-19-2007, 10:07 AM   #6
sti robot
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...at least you don't have the comcast box installed in your backyard that the tech needs to access for the other houses on your block. I mean, what kind of idiot installs the box inside the area of a persons fenced in yard. There is perfectly good common area outside the fence.

If I want everyone to hate me in the neighborhood I could just unplug their connection...haha

The one tech that I talked to told me that based on some bs agreement the original owner signed (that I somehow got grandfathered into) they have a legal right to easy access of the backyard. He said that means they can hop the fence and crap like that. I asked about people calling the cops and stuff and he told me about how his friends got guns pulled on them and got attacked by dogs in Richmond.

Comcast is a crappy company...period.
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Old 10-19-2007, 10:08 AM   #7
rogue
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Verizon is running their FIOS lines all around our neighborhood right now. They seem to have chopped through a Comcast line at some point last week. Teehee.
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Old 10-19-2007, 10:16 AM   #8
big16gwrx
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i hate comcast with a passion..... i have my reasons but ahh i dont even want to think about it enough to type it out! it will just make me mad!
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Old 10-19-2007, 10:35 AM   #9
VXSS
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I have always hated Comcast and praised baby Jesus when I went with DirecTV. DTV has been great the passed my last few years with the goodness of HD.

Unfortunately, my most recent dealing with DTV werent so pleasant. Set an appt to have them come up and upgrade my 3lmb dish to a 5lmb. I had all the equipment, just needed a tech. I have to wait 2 weeks for my appt since they are backed up, and when the tech does show up, he doesnt have a ladder tall enough. Reschedule. The second time, I take off work to wait for a tech through the noon-5pm window. He was a no show and the DTV office said they could not find him. Finally, the 3rd time is on a Saturday and they show up 3 hours early.... when I am not home, haha. They at least called me on my cell and waited for me to get home.

And yep, my mom has Fios in her house and man, I tell ya, when it comes around my backwoods area (if and when), I am all over that. Landline, cell, teh inTARwebs, and television in one package, and its cheaper. Good times.
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Old 10-19-2007, 11:04 AM   #10
WRXtranceformed
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My new crib in SC is going to be in a FiOS community... I can't wait!
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Old 10-19-2007, 12:17 PM   #11
sproing76
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Quote:
Originally Posted by rogue View Post
Verizon is running their FIOS lines all around our neighborhood right now. They seem to have chopped through a Comcast line at some point last week. Teehee.
Pretty sure they're hooking up FIOS here too. The complex left a notice for everyone saying that some "Verizon contractors" would be doing "some work" to "upgrade the service" available here.

No mention of FIOS, but what else could it be?
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Old 10-19-2007, 12:19 PM   #12
sti robot
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...for the FIOS interested...I hope you don't get screwed over like my neighborhood did. We have the FIOS to a little hut at the edge of the neighborhood, and verizon intended for us to get access, but it still hasn't happened. Rumors abound that its a political problem at this time and we can't do anything about it.
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Old 10-19-2007, 12:24 PM   #13
MidnightSti05
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Quote:
Originally Posted by BryanH View Post
ehh...so what????

is a 50$ install and 50$ of service worth a whole day of your time? I ask because I had SEVERAL of these appointments were the crapcast tech blew off the appointment...and I have NEVER had that with DirectTV.
I think I'll end up saving $200. Is it worth my time, eh not really but I'm ok with the outcome. I did play bio-shock all day
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Old 10-19-2007, 12:29 PM   #14
nhat
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i hate comcast and i don't even have their services at home. we have it at work and HD channels make the speakers pop from time to time, the cable signal goes static which means the internet is down...and our whole POS system relies on the internet. so when it goes down, we're crippled...and it happens entirely too often!

i've been very happy with cox at home (cable/internet/phone). they only issue i have is they're slow to unlock features on their dvr
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