Tuesday, October 9, 2007

...of NATURAL Causes.


Not violence.

Nobody knows better than me what kind of rage Qualmcastic customer disservice can generate, but please: no lethal weapons, no vandalism, no disorderly conduct. I thought that probably went without saying, but that before Mona Shaw got fed up.




The 75-year-old heart patient from Bristow, Va., stormed into a Comcast payment center and starting smashing things with a hammer. She was arrested, although she'd be smart to opt for a trial. When she tells her Triple Play horror story, I doubt there's a jury that would convict her.

According to the Potomac News:

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.' "

20 comments:

Steven said...

If i could walk into a Comcast office and smashe their stuff with a hammer, I would be soooo happpyyy...

Jennifer said...

OMG, that's the best thing I've heard all month. Way to go, Mona! I bet she scared the hell out of those people when she started swinging the hammer. It's about time Comcast sees first hand how much they enrage people.

Pierce said...

how about setting up a site where other comcasters can contribute to her legal defense fund?

Michael said...
This comment has been removed by the author.
Michael said...

This morning's Washington Post online edition has an article about this that mentions this blog here.

Congratulations!

Curtis789 said...

Hooray for the Hammer Woman - Comcast is the worst in customer service since AT&T!

J.D. said...

Mona Shaw is a menace who needs to be locked up. She got off lightly because she's old, female, and white. I'm young, male, and black, and if I'd done what she did, no worries about jail, the Manassas police would have just shot me dead.

Yeah, Comcast sucks and blows at the same time, but go after them with a lawyer, NOT a hammer.

J.D. said...

Oh, one more thing, if you're seriously contributing to her legal defense fund, you need to just send me all your money, because you're obviously not competent enough to be trusted with it.

Bob Garfield said...

J.D.,
You said a mouthful -- about vicarious vengeance fantasies and race in America. Plus you're funny.

But it's easy to see how Mona has become the Barbara Fritchie of consumerism.

To paraphrase John Greenleaf Whittier: "Shoot, if you must, this old gray head, But fix my fucking phones,” she said.

Scott said...

How many people have wanted to do this? Count me as one of them. The air-head bimbos (male and females) at Comcast in Rockville have about as much sense as the common house fly. They even contradict answers I have received from the telephone support.

I wish Comcast would stop those insipid advertisements and work on customer service. Maybe they won't lose customers.

It will take 2-3 years for Verizon to scratch itself to get FIOS in this area. Little do they understand that they can pick up a lot of business if it is here sooner, because I would switch instantly!!

comcast employee said...

So that is the answer? walking into Comcast with a hammer? I'm just trying to do my job. We do care about the customers. If the tech could not install her current phone number it was probably a porting problem. If her current provider did not let the number go we can not install. Lets talk bout how many times Verizon refuses a port and doesn't notify us until the Day of the install...
And to the Comcast employee who hates their job...McDonald's is always hiring....

Anonymous said...

comcast employee, I am a bit confused. You suggest the problem was a porting problem. How does a porting problem cause no one to show up on August 13 and no one to bother to let Ms. Shaw know that no one is showing up? Why does a porting problem cause (per the Washington Post story) Comcast to cut off all service on Friday the 17th? The Post also reports that when she went to the local office on that hot August day to complain to a supervisor, she was asked to wait outside, only to be told two hours later that the person she was waiting for had gone home. How was this treatment caused by Verizon's (or whoever's) failure to release her telephone number?

Her actions with the hammer are inexcusable, but to dismiss this entire episode with the comment that it "was probably a porting problem" is incredible. It seems to me Comcast needs less employees who see the episode as a "porting problem" and more who note the rest of the story (i.e., everything except the inability to move the telephone number) and see in it an unconscionable disrespect for customers.

Anonymous said...

That was brilliant. I read it in the paper. I started cheering when I heard. Those people NEED to have the crap scared out of them. They don't get how INCREDIBLY incompetent and useless the company is. But maybe some of the people are trying, so kudos to them. But to the idiots who cause old ladies to go on a rampage- LOCK UP THE HAMMERS.

Anonymous said...

JD you are so right. I bet noone would have offered to help with the defense if a black man had gone into a business place with a hammer to "right his wrongs". Folks, it wasn't cute...and it wasn't funny. It was dangerous and Mona, if you are reading this and thinking how right it was...it wasn't....Put that hammer away...you probably don't want to go to jail and dangerous behavior has dangerous consequences.

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