After:
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!
Did it address the poor service issues? Did it get her telephone or television on? Nope:
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.
It would have been cheaper, easier and not entailed wasted time by Police officers had she just switched to Verizon and contacted one of the local media sources that has a consumer help aspect...
Regaling this type of behavior doesn't solve any of the real issues...
5 comments:
Mrs. Shaw got personal satisfaction, and she put Comcast in their place.
As far as I'm concerned, she's an American hero.
I worked at a call center once, and it's not the employees who work there who should take the brunt of people like Mona Shaw's ire.
Had someone been hurt or injured during her "hammer down" spree it would have been assault.
So, while you are entitled to your belief that she's an "American Hero", I reserve that category for people who actually do things like saving lives, not destroying property just because you didn't get good customer service. The only way to change problems like this is to talk with your wallet, if enough people walk? Then magically things improve.
The problem with "voting with your wallet" with a monopoly is that it doesn't work. That explains the pent-up rage in zillions of people calling Mona Shaw a folk heroine.
Until there is credible competition Comcast will act like any underegulated monopoly, complete with the lousy customer service. In too many places, the only Internet choice is dial-up or very expensive satellite Internet. Some apartment dwellers don't even have satellite as a choice. Soon, rabbit ears will no longer be a choice because not everyone will be able to catch the digital airwave TV. Who doesn't think Comcast bought that law?
15 minutes of fame aside, what did she accomplish? Most likely, getting Comcast to beef up security or at least add 911 to the speed dial.
Mona Shaw is more a symptom of a greater problem. Poor customer service overall, with Comcast being the epitome. If I shop online, I make sure things are shipped by Postal Service (!) because UPS causes me to have to drive out of my way to retrieve a package. Meanwhile the Postal Service delivers it to where I live! What does THAT say about customer service?
Lots of places only use UPS with no choice of shipper. (exclusive deals?) I avoid such online stores like I avoid Comcast. One time I returned an item to a Sears 3,000 feet away but when they shipped it UPS, it ended up at their sorting facility at least 20 miles away!
Any time any of us deals with an enormous corporation, we get the endless phone menus, the employees who pass the buck, etc. if there is any problem. It's almost a miracle that there aren't more Mona Shaw-like incidents or worse.
In the end Mona Shaw got what she deserved for her criminal acts of vandalism and tin-pot terrorism. . .
She also got as much of her proverbial fifteen minutes of world fame as she is ever likely to get.
Hey Robin. Suck a dick. And Fuck Comcast.
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