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FEB 21

Consumer Vigilantes

Memo to Corporate America: Hell now hath no fury like a customer sco

BusinessWeek, February 21, 2008 — In the annals of customer service, 2007 will go down as the year fed-up consumers finally dropped the hammer. In August a 76-year-old retired nurse named Mona Shaw smashed up a keyboard and a telephone in a Manassas (Va.) Comcast (CMCSA) office after she says the cable operator failed to install her service properly. During her first visit to the branch outlet, the AARP secretary says she was left sitting on a bench in the hallway for two hours waiting for a manager. She returned, armed with a hammer, and let loose the rallying cry "Have I got your attention now?" Afterward, she was arrested, fined $345, and became a media sensation, capturing the hearts of frustrated consumers everywhere. (Says Comcast: "We apologize for any customer service issues that... continue reading

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