Thursday, October 18, 2007

Shoot if You Must This Old Gray Head...


"... but fix my fuckin' phone!" she said.


Apologies to John Greenleaf Whittier, but Mona Shaw is becoming the Barbara Fritchie of consumerism. The Washington Post did a feature on her today, and I expect her to be on Jay Leno very, very soon. Why? Because she's old 'n' cute 'n' violent, and because we feel her rage.

128 comments:

Ernie said...

Indeed, this is only the beginning... I hope. Here's my Stupid-Comcast-Trick of the day. A truck goes down our street and rips one of the Comcast cables down. The cable dangles in the street and in front of our driveway. The cable does not even go to our house but to our neighbors. After about a dozen calls to Comcast from us and our neighbors, the cable still dangles in the street and driveway - three weeks later! Do you think it's Hammer-Time Comcast? 845 College Ave, Harrisonburg, Virginia.

Kevin said...

Hi Mr. Garfield -- I work for ABC News and we are doing a story on Mrs. Shaw and would love to interview you about this great blog. I can be reached at 973-715-2463.

Thanks,
Kevin

Mighty Casey said...

Wow! You GO girl! Damn, I've got a 4 lb sledge - that would really get their attention, wouldn't it?

The problem with Comcast, and with all unrestricted monopolies, is that they have carte blanche to tell us all to go pound sand. Who else are we going to get the service from?

Verizon is rolling out their new fiber-based service, FIOS, in my area (Henrico County VA) to compete with Comcast. A regional small telco (Cavalier) is doing the same using copper. Hasn't made a whit of difference in the Comcast policy of "we don't need to give you no stinkin' service"...

Mona, you're my hero.

Anonymous said...

I would like to pay Mona's $345 fine.

Bob Garfield said...

I can arrange that if you wish.

Anonymous said...

MONA! MONA! MONA! MONA! MONA! MONA! MONA! MONA! MONA! MONA! MONA! MONA! MONA! MONA!

Anonymous said...

Thank GOD someone finally did something to get their attention! I absolutely hate Comcrap - I've had nothing but trouble with them in all the years I've lived in the DC area. Good for Mona!

Anonymous said...

I've always called then Scumcast.

Richard in Campsprings MD said...

It takes actions like this in order to get heard and it may take more customers standing up to Comcast or the FCC to get things done. Living in the DC metro area i have dealt with Comcast for more years then i care to admit, but until Verizon brings Fios to my neighborhood i am stuck fighting the rip off, we call Comcast. I too experienced lies from Comcast concerning a set install date and i litterally had to wait two months before they finally installed my cable and once they did they over charged me on the bill and although i could produce a contract with the price agreement they kept denying it until i took them to the Better Business Bureau. Comcast controls its prices and that simple truth is why i have no respect for them as a company, because they are more concerned about making money then assisting the needs of its customers. There are more unsatissfied customers then the Comcast Rep wants to admit to, but in an area where choices for service is limited many people feel they cant do anything about it. I pray that other cable companies come into the area soon and force Comcast to improve customer service and pricing. I am tired of my bill changing from month to month

Al Saibini said...

Friday before Memorial Day weekend Comcast came to Lindsey Lane in Stafford VA to extend their cable service to the end of the street. When I arrived home, the crew was just leaving, assuring my wife that they'd be back on Tuesday to finish rehabbing the grass on the shoulder of the road. About 20 minutes later, we discovered that our internet service was down because the Comcast crew had cut the existing service line in the process of extending it(thank God we have satellite TV and wireline phone service). When I called Comcast, they promised to send someone on Saturday. Amazingly, he showed. Unsurprisingly, he couldn't do anything, since his responsibility ended at the boot. I spent better than 2 hours on the phone and couldn't do any better than "sometime Tuesday". I suggested that Hughesnet was looking better all the time as an ISP and was told that, "That's your choice, sir." Our service was finally restored on Wednesday, after several more phone calls, each of which began with some moron wanting me to reboot my modem, even after I'd explained that the service line was cut.

As of October, no one has showed up to rehab the grass.

Anonymous said...

i wish mona was my grandma

overdoit said...

From now on, everyone who visits the cable office should carry a hammer in their back pocket or where it is readily visable-"talk softly and carry a big stick".

Anonymous said...

This Lady is my hero!

~TobiaMill

Anonymous said...

Having just read an article in Multichannel News (industry mag) about this blog and comments on consumer problems, I felt I had to comment. I work for a small cable company with a very small staff. We have our share of complaints, especially from people who move to our area from large cities. But we hear more negative stuff about Comcast than any other company from their former subscribers.

It is outrageous that an elderly woman with a heart condition should have had such difficulty arranging what amounts to a lifeline. I hope she does appear on Leno, because maybe Comcast will wake up.

Where I live, Comcast is the major provider (my company serves outlying areas). We see commercials all the time for Comcast featuring "employees" who must all have had lobotomies. They are just so happy to work for Comcast, which provides such great services.

I think I know why the lady in Virginia had such trouble. Comcast uses contractors to install most of their services here, and many of them are recent immigrants. My guess is that there is not enough training for these installers, and probably communication is less than optimal.

She deserves an apology, and Comcast deserves their black eye. To treat the lady like a felon is overkill. She did not threaten employees directly, she broke their phones.

It's hard to serve people the way they want sometimes, but corporate
America needs to know that we consumers are not going to let them trod all over us.

Bully for you, Bob Garfield.

Anonymous said...

We do truly need a grass roots movement in this country to fix these problems. Comcast is one of the shining examples of why America is losing it's position as the World leader.
I have nothing but respect for Mona and encourage everyone else to be as much like her as they can possibly be with their poor service monopoly utility provider.
I am an AT&T customer who after over 4 hours on hold over the weekend a couple of weeks ago wishes that Mona would go down to AT&T with that sledge hammer that another poster had offered her.

Anonymous said...

You go Mona! We need more people like you in this world. As a former Comcast subscriber, I entirely understand you're frustration.

Charles said...

Everyone I know here in Delaware that has access to Verizon's FIOS networks for TV/Internet/Phone are dropping Comcast like a bad habit.

40 a month for 15down and 5up is amazing, and the service Verizon offers with FIOS is head and shoulders above Comcast.

Anonymous said...

Mona rocks!

Anonymous said...

I live in mpls....Comcast bought out Road Runner; I had a $75 deposit with
RR...I had RR for 8 years...save my receipt...yes...

Called Comcast and told them to make note of my deposit if they did not have it in their records…it was not there…however the person answering the phone told me she knew I was telling the truth, because several other people had called saying the same thing...

When Comcast took over the service in Aug of 2006 all hell broke loose...I have VOIP phone….grrrrrrrrrrrr...dropped calls...all kinds of bull nonsense on why..pages taking forever to load…bumped off the net completely…that had not happened since I had dial up ….over selling maybe and how damn far am I from the transmitter ???....never would give me the facts...

Told to "re-boot" “unplug” “re-set” line of crap every time I called… till I was sick to death of their negative patronizing selves...then things got worst and finally they sent 4 different techs out here..At four different times …in other words someone had to be home...was it ever when we needed it to be…NO…

I called Comcast and asked about my refund again… And was told what refund…we show no record of it…of course I went over the phone call where the young woman several months back had “made note of it in my account” etc…and I was told to “prove it” INDEED…

I recently bought a house and had moved….and did not have a clue where in all my boxes of papers was my yellow receipt, which I had saved…but this is 8 years later…GRRRRRRRRRRRRRRRR….

I wrote to the Attorney General of MN...and told them I wanted a refund of my $75. Plus interest…I received a letter stating Comcast had found the deposit…BUT it was only for $45. and the interest was put at $2.39….

It is not over yet…if I have to I am suing them…we are in the process of getting wi-fi for the city of mpls….I would put up with anything over COMCAST… I now have usiwireless.com their service was snarly for a month…but you know what, their techs have contacted me at least 20 times in resolving my issues…which I am pleased as hell to report they are a awesome bunch of young people who are apologist and supportive and responsive…and my service is just fine now…I have VOIP phone and I pay only $19.99….Comcast was $60….so “Hammer Time” we should all send a dollar to this hero…post a address for this blog or where ever……and I will drop a dollar….peace

Anonymous said...

I called Comcast after the hammer incident and got a much different response than usual, clearly Mona the Hammer got to them, a little at least. The only other time I have seen that kind of attitude adjustment was when I went into the Post Office in Dana Point, California after some worker there had gone postal shooting and killing anyone he could find. I was naturally the only one there and the relief crew, brought in to work while some of the workers refused to go back to work and some just retired, snapped to attention when I came in. Anyway it remains the best service I ever got at the Post Office. Comcast remains the worst company I have ever dealt with. You can't even practice PsyOps on them because they have a culture of outright indifference. Some bribe taking Congressman needs to go to jail with regards to this outfit's ability to avoid competition and provide poor service. Adelphia's CEO (Rigas) went to jail, who can we send to jail from Comcast?

Anonymous said...

Comcastinistas, Unite!

plaka said...

Ah, Mona. You my Hero!!! Because of you, I put myself out of six months of misery and switched to Verizon. Even though FIOS isn't where I live yet, I decided that I am sooooo tired of calling ComCast that enough is enough. I will not detail all the trials and tribulatons but the person who stated that all calls started with rebooting the receiver really got me laughing. My favorite call was the one where the lady, who could barely speak English, asked me to unplug the receiver so she could send it a signal. I asked her to repeat the statement and it became clear she was reading it off a script and had no idea what she was saying. The amount of time and money I've spent waiting for these guys to show up is phenominal. I hope Verizon is better. I know that all the customer service personnel I talked to today were knowledgeable and polite. Such a change! (Sigh.)

Lugosi said...

My cable system used to be Adelphia, then Comcast took over last winter. The first thing they did was drop two of my favorite channels: HDNet and HDNet Movies. Even worse, when Comcast announced this change, they had the audacity to call it an improvement in service.

I'm still fuzzy on exactly how limiting my viewing options "improves" service.

I can hardly wait for FIOS to make it to where I live.

Anonymous said...

Mona - You're my hero! Comcast is horrible. The internet only works half of the time, they raise prices on cable quite frequently, your bill total increases every time and their customer service reps have no knowledge of the product or customer service skills. I had Comcast for two years, but just cancelled it and will never go back! I am so happy that you took the action that you did to finally get their attention!

Anonymous said...

Mona deserves the Congressional Medal of Honor!!!
Too bad she won't get it because Comcast has the Congress in it's back pocket!!!
I now understand the real reason why the founding fathers penned the amendments to the Constitution, and while I'm excersizing number 1 (now that AT&T has removed critisizing the industry from their contracts terms for terminating service).
I wish that more companies would feel the reprocussions from their "Number 2-ing" on us consumers all the time, and hope that more people will rise up, and possibly number 2 the poor service providers back.
One thing we know, our elected officials will do nothing except give them more tax breaks and put that fiscal weight of giving them free reign over their monopoly status on us as well...
I welcome the phone companies to take up cable!!!
I welcome the cable companies to take up phone!!!
And I welcome the wireless companies to take up both, be it via satelite or some other option!!!
Becasue when there is no choice, the only choice you have is to be Number 2ed by companies like Comcast...
use your Number 1 right in the bill of rights to not be number 2ed by a bad company, tell everyone as loudly as you can how you've been treated, so I know not to give them any of my business.
The only way I will know is if everyone speaks up.
Thanks Mona, for speaking up!!!

Anonymous said...

Hows this...Hammer lapel pins or buttons that the public can wear as a sign of solidarity! Rather than bash in their ACER monitors, just tap on your pin, as to say, 'don't push me it's in the car and I'll get that sucker if I have to"!

Anonymous said...

Mrs. Shaw has grit. When her legal defense fund is established please post the details so I can contribute.

The shame of it all is that to get any real service a consumer must post to public boards, or go as far as Mrs. Shaw and end up arrested lying on a litter so the paramedics can tend to her heart problems.

PS: For those of you pinning your hopes on Verizon...don't be surprised when the customer service is as bad and often worse than Comcast. The stories I could tell..


The bottom line is to find the least evil service provider.

Anonymous said...

I've had nothing but shit experiences with Comcast for the past 6 years. The most recent issue, which has been going on for nearly a year now, all began when a tree fell down and knocked the cable connecting to my neighbors house off. The cable to my house was not obviously damaged, but ever since this happened I have had this strange connection issue where my outbound packets all drop for anywhere from 10 seconds to 1 or 2 minutes. Some days it happens more than others, up to several times per hour. I have wasted hours upon hours of my life trying to get them to resolve this issue. They insist that the problem is not theirs and that it must be caused by something of mine. Except of course I have eliminated all of my gear as the cause. It's nearly impossible to get them to come to my house, but if I ever manage to convince them to try to fix the problem again I am going to carry a hammer the entire time they are here.
As soon as these fuckers lose their monopoly in this area I'm jumping ship. As it is now though it's shitty overpriced services from Comcast or dial-up. To add insult to injury, they continually bombard me with crappy advertisements trying to get me to buy their phone service and have even gone so far as to send someone to my door pushing their crap.

I know a lot of people who have Comcast because it's the only choice, I can't think of a single one who doesn't hate Comcast. If they didn't have a monopoly they would lose all of their customers.

Anonymous said...

I am not a comcast customer but feel the same way about my cable company. I signed up for digital cable to be installed. I came home from work to see that I only got basic cable. I called and they told me that they were out of digital boxes but would be receiving new ones within a few weeks and I would be installed. It's been 3 months and still no digital cable in my home. Do you think the hammer would work for me?

Anonymous said...

Mrs. Shaw...thank you! Thanks for doing what all of us have only dreamed of doing. No...violence isn't the best solution. But Mrs. Shaw is the poster child for angry current and former customers.

Anonymous said...

Comcast: Where all the village idiots work.

nena said...

Mona You are my new hero! We are stuck with Comsucks. You've simply done what I've threatened to do at least 50 times. Thanks for giving us all a vicarious vent.

Anonymous said...

carelesscast has been taking away channels left and right here in sterling,va....I had a car wreck on 7/28 and 3 days later our phone,tv and internet all went down {all under comcast} I had to use my cell phone for the 8 days it was down to call docs, lawyer, etc.... and Do you think they would help pay the bill?? {I was told it would be up in 2 days} no they said it wasn't thier problem and hung up. grrrr! they gave me a $10 credit on my bill thats all.

nena said...

Mona, You are my new hero! We are stuck with Comsucks and you've only done what I've threatened to at least 50 times. The only difference is my tool of destruction would be a chainsaw. Thanks for giving us all a vicarious vent!

Anonymous said...

Mona, I watched your story this morning on Good Morning America, and I couldn't wait to get to this website !! Good for you Mona !!!!!! Comcast can be a HUGE pain in the ass !!! People NEED to be outraged over their practices !
Not that violence is good, but hey, they took notice, didn't they ? LOL !!!!

WAY TO GO, MONA !!!!!


btw, great website !!! :)

Anonymous said...

I had to make eight requests over a five month period of time just to get them to burry cable wires.

Their customer service could quite possibly go down as the worst in all of cable history!

Charlie said...

Thank You Mona!
Great story...
I wish that I had your "Guts"
to show those (people?) They MUST change their ways!
Going With Direct TV soon...
November 2007

ST. Paul, MN

Anonymous said...

I hate it when you have to call a company that sends you monthly bills & get a 'phone tree' instead of a person. Do they think these are 'cute' or what's the problem? They make themselves look SO cheap when they won't hire someone who could use a little supplemental income to catch their phone calls. Do they even KNOW how CHEAP this makes them look to the customers?

Charlie said...

I'll be watching this Web blog.
What a geat idea.
Thanks for the opportunity to comment.

I hope this does some good.
Comcast must realize that customers are very Pissed Off!

Long Live the "Dish!"

Good Bye Comcast.... SEE YA IN HELL!
St. Paul, MN 55119

Anonymous said...

I saw this story on Good Morning America today, all i could think is now thas "Comcastic!!!"
I hope that Comcast drops the charges in this matter. If your policies and customer services enrage a person to this point they should realy take notice. If I did not have to be at work during the day, there are several times i felt just as this lady did. I stand behind her actions 100%, although they may have been harsh, sometimes these are the only things that will get a company like Comcast to take notice.

Jennifer Khoury said...

There have been many posts about the incident with Mona Shaw. We are sincerely sorry for the customer service issues that she experienced. Comcast has more than 225 million customer interactions a year and we are striving to deliver a positive experience to every customer, every time. However, it is also our responsibility as an employer to ensure the safety of our employees. Ms. Shaw's actions were certainly not appropriate under any circumstances and we hope that contributors to these online forums would discourage others from taking physical action against customer service employees.

We'd like customers reading this post to know that we are undergoing a company-wide effort to improve customer service. More information about this effort and how to contact Comcast online can be found at www.comcast.com/customerservice.

Jennifer Khoury, Comcast Corporation

midiaj said...

I saw her story on Good Morning America today and loved it. I have had so many issues with Comcast.. even had a service rep use foul language and hang up on me and had a Comcast technician infer that I was liar when I said I received a better signal from Directv in the rain that I did Cocmast. After a year of excuses, stories and no resolution to my problem, I went straight to the local GM.. amazing how quickly you can get something done when you unload on the top person. Comcast is the posterchild for what a business should not be.

Ms. Elenaeous said...

Just so you know, Cox Communications also sucks. I've had the same problem with digital for months. I can't tell you how many techs have come. Sometimes they fix, but it always goes out eventually. We are held prisoner because Cox, like all other major cable companies has a monopoly in each area. And us poor saps even have to pick up their franchise fees for the privlege of being annoyed by a service that hardly works.

Anonymous said...

Jennifer, thank you for the post indicating that Comcast is working on improving customer service. I am glad to hear it.

I read in the paper that Beth Bacha, a vice president, stated that the service record was not exactly what Mrs. Shaw had indicated in her interview. Is Ms. Bacha naive enough to believe that Comcast reps clearly document their rude behavior and disinterest in customers in the service records?

Ms. Bacha was also quoted as stating that "Comcast has more than 25 million customers, the overwhelming majority of whom are very satified with the service." Could you please help me understand if this is based on a survey, the aforementioned customer service records, or the assumption that the only dissatisfied customers are the ones posting to this blog or showing up with hammers?

I would also like to know how many of the 25 million customers are customers only as a result of Comcast holding a monopoly in their service area.

Thank you.

Muhammad said...

Mona,
You're awesome!!! Write something here.. we want to hear from you :)..

My service has gone down 5 times so far. And I guess that is the comcast network being up 99% of the time. Their 99% and my 99% is very different.

The next time this happens. I'm returning the fu***** equipment and going to Dish.

Muse said...

Good for YOU!! Comcast has the worst customer service of ANY provider Ive ever experienced. I will NEVER use their service again!!

jlm - Steubenville, Ohio said...

Sooooo....I got a little note from Comcast this week explaining how they were going to take away five or six channels and the TV guide channel to improve my service, but I could have them back with digital whatever for about 10 bucks more a month. So I said to myself....Higher cost, same service or same cost lower service, WHAT A DEAL! I've been sick of Comcast for years. It's companies like Comcast that make "monopoly" a dirty word.
FORTUNATELY for me, Dish Network has a deal this week....200 channels (140 more than my Comcast service, including every one that we watch on Comcast) AND $5 less per month. So I'm switching.

Anonymous said...

Comcast is HORRIBLE. I'm glad Mona did this. :) our hero.

BBlumenauer said...

Absolutely awesome. This lady is the Carrie Hatchet of the 21st Century. I live out in the boon toolies of the northwest and we don't even have comcast, so everything is satellite here. When I was working in the cities of the world, I had to deal with the Comcastigans. Telecoms need to understand that options are coming to all of us and they aren't locked in as they might seem. Rock on Mona. Hammer up.

Anonymous said...

I would like to see posts from other comcast customers. I have been trying for 2 years to get comcast to fix the same problem. For the past two years while watching my favorite shows on various channels local to premium, the pictures freezes, breaks-up and the sound goes out...then it works again. They say they are aware of it everytime I have called....for 2 years now!!!!!! I have even been able to deal with a manager in the engineering section of the company and have been told by her many times that the problem has been fixed...I have heard many excuses as to what the problem really is...i.e. there is an existing problem with our cable boxes, there is a problem with the hub in your area, it was a problem right in your neighborhood, etc...yet the problem continues and friends now call when watching nighttime shows and go "is your screen freezing, breaking up, etc?" So it seems to me that the problem is widespread, not just isolated. I have been assured and guaranteed by comcast reps at all levels that the problem has been dealt with and resolved, yet it continues after going on 2 years!!!! I am starting a petition in my neighborhood with actual signatures to use to pressure comcast into action, and file the papers with the FCC!!! I am tired of paying top dollar for all these great channels and then having the picture and dialog freeze right at crucial moments during my favorite shows. They shouldn't be allowed to charge full price for services until they get it right!!!!

Anonymous said...

Until local municipalities stop controlling our cable TV choices nothing will ever change.

I used to live in an area that was covered by a small cable company. We moved last year and had no choice but to get Comcast. This is Central Pennsylvania. You have a mix of Philly and Baltimore sports fans. I like the Orioles but cannot watch them. Why not? In Harrisburg's Comcast market the channel that carries the Orioles is not available. Its called MASN (Mid Atlantic Sports Network). Every surrounding area (smaller towns) have that channel available. York, Hanover, Carlisle, Hershey, Lancaster. But not HBG. I've called several times and written Comcast but no one listens. The only way to watch the Orioles is if you order the MLB Extra Innings package for $150 a season. Even then some games are blacked out. Comcast SUCKS! I don't want it but I receive the LOGO channel. Thanks, Comcast. You SUCK!

BTW I think Mona is GREAT!

Anonymous said...

Comcast sent a PR Statement to the Consumerist regarding the Hammer Wielding Granny

Found at Cable Rant

Anonymous said...

I am the person responsible for all of your Comcast problems. I represent the 1 percent of what comcast describes as "excessive usage". I am the one that causes your internet traffic jam and creates havoc accross the entire network. I will be disconnected by Comcast for a minimum of not less than 1 yr any day now without notice. I am the one responsible for the sub-par system that Comcast refuses to upgrade with the Government subsidies they have received. I am that 1 percent of consumers that Comcast doesn't care about. As Comcast disconnects us 1 by 1 You will become that 1 percent..Will anyone care then?

dms said...

Would also like to help pay for her fine. At a minimum, she got the attention of their executive team with the way this story has resounded around the country. Maybe they will improve their service...a little. Am serious about helping to pay but not sure who to contact.

Ed said...

Mona Shaw is my new hero! If there is a legal defense fund for her I would like to contribute!

Anonymous said...

Mona, I am a 44 black male. Had I done what you did, I would never never live to talk about it. But I am so glad you did. I subscribed to comcast and for four months I never received service; yet they sent me a bill every month. They left cable wires above ground on my property. I told them I have children. They made a mess and refused to clean it after I cancelled and get a dish instead. It took them 3 years and 8 months to come and remove the cable off my property. I lost four months of payments and suffered almost four years of aggravation. Now a new neighbor subscribe with them and I noticed the same wires running exposed, above ground, on the lawn and street.

Anonymous said...

If over the weekend which they cut her phone service, if this 75 year old couple of veteran had to call 911, they would have ended up dead.
And all Comcast would have doen is laugh, just like they did when they made the 2 of them wait for customer service for hours on the Friday before.
And now they have the arrogance to ask that other customers not come in with as much force or anger to get their phones, sometimes also used for emergency service, back in working order.
If America were a fair place where corporations were truly held accountable for putting the lives of their customers in jeopardy, maybe there would be some real attempt at service by those like Comcast.
But it's already obvious, if they could hammer Mona, they would, probably until she was dead. She could have been by the way they cut her phone service, and they are irate that she is just trying to have a "Lifeline" to medical care.
I will do my best to get my elderly mother to switch to a dependabe phone carrier, becasue God forbid she needs to use Comcast to make a 911 call.

Anonymous said...

I don’t understand how everyone is applauding what that woman did. I understand that it can be frustrated sometimes dealing with Comcast but come on. If she was that angry why didn’t she attack the tech that caused her problem?? The person in the service center in which that woman went was not at fault for her issues. I think she should have been arrested!!!!!!!!!!

Senior Gordo said...

Anonymous 7:06:

Stop surfing the Web and get back in your Comcast van and finish up your service calls.

Anonymous said...

Comcast's hypocrisy in its dealings with its customers makes Thomas Jefferson look like a victim of slavery!!!

We've been dealing with them for over five years now. Initially, it was an exposed cable that was prey to all kinds of wildlife and foot traffic in our woodsy neighborhood with the result that there were frequent disruptions in service.

Comcast simply ignored our requests for service and burial of the cable to a sufficient depth with some garbled gobbledygook! It went something along the lines of ....first we would have to send someone out to examine the cable, then we would file a report, it might then take a few weeks to do an assessment of the costs involved in burying the cable or the adviseability of doing the same etc, etc.....

The people they sent to "study the problem" said as subcontractors, they could not repair the problem and comcast said that's nonsense. So, we were caught between a Comcast and intellectually-challenged cowboys working on their behalf. When we brought it to the attention of the MD. State oversight office, they were sympathetic but simply referred the issue back to a foot-dragging PR half-wit with a 30 word vocabulary at comcast whose idea of taking care of the cable problem was to make a phone call saying "we've taken care of it" or there was no problem observed. This was then reiterated in a whitewash letter.

The problem dragged on for 2 and one half years! Finally upon contacting our elected representative or rather his gopher who deemed to call us back and send a barely intelligable email to his Comcast Management contact, mysteriously, a technician came by while we were out one day, dug up some of our flower beds and chucked a couple of shovels of dirt over the cable. This nauseating fare was followed by a dessert of a pompous letter from said PR obfuscator stating that Comcast had done everything necessary to address our concerns. Says who!

What with the unexplained charges slapped on to our bills, the horrific service delivery, the conspicuously absent supervisors that never return the customer's calls-not in 24 hours-not in a lifetime, and the rag-tag mafia that are sent to cut off your service if you dispute charges and wait to pay until they are resolved, it is hard to believe that our elected politicians are supporting this company's practices and giving them big financial incentives to practice skullduggery in the name of free enterprise!

It literally makes me sick! Mona is my hero who allowed us some vicariously delivered justice at last!!!

Beleaguered and abused by Comcast

TDC said...

27 year old sane customer of years who just shouted out the door Comcast sucks after reading the article and being without Internet, TV and phone for more than a day.

This monopoly must end.

I'll be spending the next day posting comcastmustdie links to each of the thousand apartments here at Courthouse.

God bless hammers :)

Charlie said...

MONA FOR PRESIDENT

Anonymous said...

Yo Mona, sign the hammer and sell it on ebay! You won't have any problems paying your fine.

Anonymous said...

oh thank god. If I knew where to find the local call center in my area, I would have done the same. I waited on hold for 75 minutes to cancel HBO & Showtime (the "free" 3 month "trial") so I wouldn't get charged on my next bill. Turns out, the polite rep told me, they have six people working in their office. Why does that not surprise me? But should I believe him? I've never seen a call center with merely six reps.

After he cancelled the services, and informed me that I was being charged extra for all channels above channel 100 (which I NEVER requested at the time of setting up my account), I asked for a manager so I could vent. He placed me on hold for two more minutes and then someone picked up the line. (I've been a rep for two different companies so I know how it works...) And then they hung up.

I went online because I wasn't going to hold on the phone for another 75 minutes. I got an online agent within five minutes. It said they would forward my comments immediately to the appropriate office. Have I heard anything back? Nope. Three+ weeks later and no response, no apologies, no effort at compensating me for the wasted time on my part.

And the best part? The services he supposedly cancelled have shown up on my new bill.

Go on Mona, take a sledgehammer next time. And take a good wack for me, too.

odegaard69@comcast.net

Anonymous said...

Former Comcast customer...I now have Direct TV...and completey happy with their customer service, people who speak english, who are polite, on time, and more...Comcast has got to be the worst cable company ever, thank goodness for people like Mona...for doing what we all wish we had the courage to do!!

Anonymous said...

THANK YOU MONA

I know EXACTLY how you feel. I can tell you some horror stories I have had over the years with Comcast. I love it when they tell you there are no managers there or there is no one above them. I ask "who hired you", "you did not just walk in off the street and sit down and say ok, I'm your new supervisor." I have complained so many times, I now have the direct phone number of someone and I only deal with them.

Anonymous said...

go mona!!!! we the people of the USA support you! you rock!!!! when my year is up with them {contrat}...you know I will be looking to go else where!!!!!!!

cc should re name them selves careless.net

goflyakite.net

giveusmoney.net


any other ideas?

patty in Sterling,va

trombone said...

ABC news, *I'd* like to speak to you, as well.

Customer # 1201037202440

I will happily go on camera, if that is what it takes to reduce the $450+ bill I just received after transferring my already existing service to my new home that already had Comcast. Both homes are in the same state. ALL THEY HAD TO DO WAS TYPE IN MY NEW ADDRESS AND TURN IT ON!

Oh, did I mention, Melissa, who originally (on Sept 30) set up the transfer. She "waived" that small fee for transferring. She *actually* said that it was a small fee. Of course, there is NO RECORD OF THAT....

This does not include the technician's fee for hooking up the wire. $20.00

Nor does it address the 11 days without internet service when I called every day 4-6 times, repeatedly being "accidentally" cut off after an average hold time of 40 minutes.

Oh, yes, they were going to credit my account for that. Guess they forgot.

Not only do they refuse to give me the same package I had before, (I have to pay for a more expensive package) they have added this huge, non-descript fee for "transferring service".

If I had merely cancelled my service at my old home and set up as a new customer in my new home, I would have a better package and no "fees" for moving.

Yes, just like the rest of you, I was told blatent lies, creative stories, put on endless hold, cut off during every other call, told that a supervisor will call me in 30 minutes, its not Comcast's fault because... We don't have any record of that phone call....

Work Order Tickets were issued but some were never recorded. Representatives blamed other representatives.

Once I got a good rep and she gave me her extension. When I called back, none of the answering reps could figure out how to make a call to an extension. Or, they called and said that person did not exist.

Oh, there's more.

For the heck of it, Here is my information.

And here is the number of Melissa.
(508) 998-9000 extension 33318. She is the person who set up this "easy transfer with no fees" on September 30, 2007. She is in New Bedford.

Feel Free to call.

My balance at the beginning of this nightmare: $0

Work Order date: October 1, 2007
Technician arrived Oct 2 and left before the system was up and running: 7523

Sales Rep: 10485

Ticket #'s: Not all of them were recorded in their system. Guess they forgot.

No Name: CR103545300
Patrick: CR104088309
Edgar: (Oct 2 but they claim Oct 3. Forgot to put the ticket # in the system).
Erinn: CR103649315
Phil (very nice guy): CR103876678

Anonymous said...

Mona ROCKS! I'm a law & order kind of person, but in this case I'll happily make an exception for Mona.

We had Time Warner up until this year when Comcast bought them out. I didn't think service could get any worse than Time Warner. I was dead wrong. Comcast couldn't be any more customer unfriendly if they tried. And here's an interesting little secret. Many of the employees DETEST Comcast. I have spoken with some recently who are looking for other jobs. They experience the customer rage that the suits and their policies are responsible for.

I'm goint to print out these comments and send them to Comcast to remind them how much we hate their crappy service.

This is your wake-up call, Comcast. What are you going to do about it?

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Ernie said...

Ernie UPDATE: You won't believe it. I posted the complaint about Comcast not fixing the wire dangling in our street and driveway at 9:12 a.m. on Oct. 18. THE NEXT A.M. at 8:00 they were out there fixing it. After a dozen phone calls and three weeks later, I'm convinced it took one posting on this site and they got on it. Way to go Mr. Garfield and "Hammer-Time" Mrs. Shaw.

Anonymous said...

I have my own tale of woe about Comcast... but it was less woeful than many here! Just over a year ago I moved into a new apartment. I later got a cable modem innocently enough, and Let the Fun Begin!

OK, I order "basic" cable and Internet access. Except for their bug-infested installware that downloads, I never got so much as one byte of access. At some point the software gives a phone number to call, presumably to give them the modem's MAC address. Couldn't they add a feature to punch it in like ATT's installware?

But that's not all. Given "basic" is the local channels, TBS and MSNBC, along with junk, I ordered the next step up and got the cable box. I bring home the box, hook it up, and it did not work. I called up, and they TRIED to do a firmware update on it. As any geek worth his silicon knows, firmware updates don't always work - and can act as Mona's Hammer, killing the device permanently. That was exactly what happened.

Now, I decide to return the brick, err, I mean cable box, and cancel my service. The storefront office has I swear, 2-inch thick plexiglass to protect employees from old ladies with hammers or for that matter, an irate customer with an RPG launcher. I haggle it out, and I'm told to take the brick to this thing where you insert it, shut the door, and the schnook opens the inside door to retrieve it. Note this port thing is like a spacecraft airlock; the doors only open one at a time.

Now for the Ripley's part. A few weeks later I actually did get my money back! I did have to pay a restocking fee to Best Buy when returning the cable modem. I guess Comcast will pick up all the returned modems at a fire sale price and Best Buy STILL get the full retail price.

I use ATT/Yahoo. Not perfect by a long shot, but a lot better than Comcast. Comcast actually makes the old phone company look good by comparison!

One think that gets me really mad is the bit with the TV changeover to digital HDTV. You need not liven in a fringe area to not be able to receive the signal. I live a mere 10 miles from the Sears Tower on a building's north face, opposite of a line of sight of that building with the TV antennas. How much did Comcast pay for the law killing analog TV? In the Chicago metro area cable or satellite penetration is 87 percent but much lower in the city proper. Those who can afford it already have it in the city, but the poor (working or not) use rabbit ears. Time to scout out the connections and get a dish on the south edge of the roof.

As far as HD rabbit ear TV, I call it High Disappointment. Thanks Comcast and your ilk. For buying a law to turn ALL the unconnected TVs dark _para siempre_.

Anonymous said...

Mona "the hammer" shaw is my hero this week. Please send Mona a small donation to cover the fine. Now that's customer service.

Anonymous said...

I spoke with Mrs. Shaw today. I told her that I would send her a check to help cover the fine. She replied that she would rather I send it to the local SPCA. So I did. She is an incredible american.
Mona, thanks for making my week. There is enough garbage in the news and finally Mona comes to the rescue. I can see it now, MONA POWER TOOLS. Just having fun. Richard Doyle

mona said...

Yes, I was vehement about getting our phone back; not having 911 available is scary at our age & health. However, I NEVER USED ANY VULGARITY!!! That would lower me to their level and I think of them as submoronic imbeciles. Now doesn't that sound better & even more forceful? Attaching vulgarity to my statements is very demeaning & embarrassing to me. I DO NOT ADVOCATE VIOLENCE normally. Mona Shaw

Anonymous said...

I happen to live in the same county as Mona. Talk around town is that last week when Good Morning America was running their piece on Mona, the ABC channel on Comcast mysteriously went dark. I have a long-standing hatred of Comcast, but I must admit that even I didn't think that they would stoop to that level.

David said...

So I just happened upon this blog as I try to figure out how in the world I can get cable and internet access here in Harrisonburg, VA. I have heard from a couple sources (including the local Comcast office) that a decree had come down from high atop Charlottesville that no new cable line construction would be happening in this area...some sort of moratorium from this past fall. According to the Comcast office, it had to do with "money." This is all I got from them.

Can someone explain to me how a company decides to curtail its expansion due to "money"? Am I just way off in thinking that the cost of an investment in new cable lines just might be offset (and then some) by an influx of new customers (including myself)?

Can any of you in the Shenandoah Valley area shed any more light on the Comcast situation here? I just moved into a new addition to an existing apartment complex in Harrisonburg, and supposedly I will not be able to get Comcast at my place. Maybe this is for the best?

Also, do ANY of you know if Verizon's FIOS will be made available in Harrisonburg soon (please say yes...)?

Anonymous said...

Think about one thing before you keep glorifying what Mona did. Were those poor customer service reps. in VA the ones who caused her problem? I can completely understand her frustration with the situation, but she caused a problem for people who don't have control over the situation. That's like blaming the high gas prices on the cashier at the gas stations. She needs to direct her anger at the right people. The people in customer service get to deal with miserable complaining and violent customers each day with problems caused by management or lack of it. I know from past experience that they don't get paid nearly enough to deal with it. Cable is not a necessity and it's customers who treat it as such that cause some of their own problems. Read a book.

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