Meet Mona Shaw. a 75- year -old resident of Bristow ,Virginia. Mona walked into a Comcast Customer Service Center, took out her hammer ,and started smashing telephones and computer screens all the while saying, "DO I HAVE YOUR ATTENTION NOW!"
She is quickly becoming the darling of the blogging set. When you read her story, you feel her pain. While no one is advocating that unhappy customers should walk into a customer service center wielding a hammer, it's not as if her frustration and anger were not justified.
They were very justified From InsideNova.com
Shaw's problems began when she and her
husband, Don, waited all day Aug. 13 for a Comcast worker to come to
their house to install its much-publicized Triple Play service, which
includes digital cable, digital voice and high-speed Internet service.
The Shaws were Comcast customers already but wanted to upgrade.
No one came Aug. 13 but two days later, a representative arrived.
According to Shaw, the Comcast worker didn't finish the job, told
her that he needed a third party to finish it and left his equipment
there.
Before leaving, the cable guy gave her the option of changing her
phone number, but Shaw said she didn't want to change a number that she
has had for 34 years.
The next day the Shaws couldn't receive calls but were eventually able to make calls.
That Friday, Shaw spent the morning on the phone with Comcast and
made a frustrating trip to its Manassas office that resulted in no
assistance from a company manager, she said.
When the Shaws returned home, they discovered they had no phone service at all.
A cell phone call to Comcast resulted in their receiving a new
number and a promise that someone from the company would call on
Monday. In the meantime, the Shaws figured out on their own how to plug
their phone directly into the equipment the worker left.
That weekend, Shaw called the State Corporation Commission, the
regulatory agency with authority over Virginia businesses. She says she
spoke with the SCC's Larry Kubrock and was promised that someone from
his agency would contact Comcast.
The Shaws waited Monday for a call. Finally, around 4:30 p.m., Mona
Shaw put a hammer in her purse and returned to the Manassas Comcast
office.
"I smashed a keyboard, knocked over a monitor ... and I went to hit
the telephone," Mona said. "I figured, 'Hey my telephone is screwed up,
so is yours.' "
Shaw said she was panic-stricken the previous Friday when they came
home to no service because of her need in the past for emergency
medical help. Their house on Bristow Road isn't close to a neighboring
house.
"It's totally not like me to do stuff like
this," she said. "But it is so irresponsible and so disrespectful [what
they did]. I can't think of any company reacting that way. It's like
they got you in their clutches and they'll do what they damn well
please."
The story is a headline writers delight. Here are some:
Mona Shaw, folk hero to the Comcast Masses M2TV
Bring Your Hammer To Get Good Customer Service Pacer's Digest
Tool Time: Woman,75 Takes Hammer Down to Cable Office My Fox Houston
When Grandma 's Gets Fed Up Over Analyze It-Let's Break This Down
Way to Go Mona! Musings
Can You Hear Me Now? 11.12.74
Old Woman beats the hell out of cable company Zombie Chronicles
Mona was arrested for disorderly conduct. Her hearing is in December. Do you see FREE MONA T-SHIRTS in the near future?
Several weeks after the incident, Comcast sent Mona a letter thank ing her for subscribing.
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