75-year old Mona Shaw and her husband had signed up for the Comcast "Triple Service" that combines phone, cable and internet service. According to Mrs. Shaw the problems started when the installer did not show up for the installation appointment. Two days later the installers came but the services were only half installed... then the next day all service was cut off.

Mona and her husband Don went to the local Comcast office to complain. There were told they had to wait for a manager, and to sit on a bench that was outside (that's outside the building). They sat on the bench for two hours until an employee came out and told them the manager had gone home for the day.

This is the way the Washington Post described what happened:

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.

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.

The Shaws do now have phone service... from Verizon.

At Graphic Products we pride ourselves in providing the best customer service in the industry. Our success is based in repeat business. We want to have you as a customer for a very long time. Yes, sometimes we make mistakes... we are human. But if that should happen, let us and know and we'll get the problem straightened out ASAP.

Labels: Customer Service

posted by Steve Hudgik - 10:33:00 AM - - Permanent Link to This Article

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