jc100
join:2002-04-10
| Granny with Tude
While Vigilante Justice is never wise, granny sure got their attention. I'm sure her actions speak for many. Companies these days are too concerned about making more money, and not the customers who give it. While making a profit is key to sticking around, it shouldn't be the only thing. If the people using your service are unhappy for legitimate reasons, SOMETHING should be done! Grandma should NOT have to go postal, in order to put such change in motion. Still, her actions sure have gotten her 15 minutes of fame! GO GO GRANNY HAMMER! |
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exocet_cm
In memory of dadkins
Premium
join:2003-03-23
New Orleans, LA
clubs:   |  She Looks Harmless
I bet she is the kind of granny that will bake you chocolate chip cookies and bring them over to your house all the while packing a 44 Magnum in a hip holster under her nu-nu. |
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quetwo
That VoIP Guy
Premium
join:2004-09-04
East Lansing, MI | reply to jc100
Re: Granny with Tude
Sticking around - Making a profit - (Good Customer Service) OR (Monopoly) |
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rgillis70
Premium
join:2002-12-30
Herndon, VA
| Best Line
When I read this yesterday morning I could not stop the visual image...
"Did you try to stop her, Mr. Shaw?
"Oh no, no," he says. "
Grandpa said he ain't touching that...  |
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burgerwars
join:2004-09-11
Northridge, CA
 ·voip.ms
 ·RoadRunner Cable
| Why are they making this grandmother a hero?
If I came into my local Time Warner Cable office and started swinging around a hammer, the LAPD SWAT teamed would have been called and they would have dragged me away. She may have not been happy with her service, but excuse me, it doesn't give her the right to destroy the cable company's property, or possibly physically hurt somebody. If we all were allowed to take the law into our own hands when we didn't like something, it would never be safe to venture outside. |
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Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
 ·AT&T Midwest
·Comcast
| Comcast is right
25 million customers and I would bet that a majority of their customers are happy. Probably about 70% are happy, 20% are at least content, with about 10% unhappy. The issue is that the 10% are the ones that get the most attention. Just like the old customer service addage....
If you provide excellent service, the person who got it will tell 1-10 people about it. If you provide bad service, the person who got it will tell 10-100 people about it.
That being said, a granny running around hammering on keyboards isn't really the right thing to do. Sure, all the anti-comcast people are applauding her. However, since I provide customer service, if someone came up to my desk and pounded my keyboard with a hammer I would be a little ticked off. There are better ways to get your point across in my mind.
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My domain - Nightfall.net |
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tomkb
Premium
join:2000-11-15
Avon, OH
clubs: | reply to burgerwars
Re: Why are they making this grandmother a hero?
In this day and age, it's a wonder she wasn't charged with a terrorism crime of some sort. |
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jc100
join:2002-04-10
| reply to Nightfall
Re: Comcast is right
Vigilante Justice is Wrong. However, it's still a bit humorous in an ironic sense. After all, she got the attention she wanted. Whether or not she will get a lawsuit and jail term are another issue. Still, maybe it'll put in motion some needed changes to make MOST people happy. While you can never please everyone, letting 40 percent of your customer base be less than content is poor service. Let's take your numbers of 30 so so and 10 unhappy. That's pretty bad in the corporate world. A company wishing for customer satisfaction would at least strive for 80 or 90 percent happy! It's possible, though it does take more work than simply having someone on the other end answering a phone and reading from a manual. It' takes qualified individuals who can offer real answers when questions are asked. |
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Mike
Premium,Mod
join:2000-09-17
Pittsburgh, PA
clubs: | reply to Nightfall
Our site rates them at 66% overall while their support number is in the 50s. |
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reelbigfish
join:2002-06-06
Boston, MA
·Comcast
·Comcast Digital Vo..
| reply to Nightfall
I am going to have to agree. After having worked in customer service and being a Comcast customer this is not the way to handle things. There are processes and when those don't work there are places to send letters addressing these issues. If it is that bad cancel the service. I feel I receive a great value for my money that I spend on my Comcast services. If I didn't I would complain until it got fixed and ask for a credit of my lost service. |
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chris
focus
Premium
join:2000-08-13
Middletown, CT
·NETPLEX
| reply to Nightfall
said by Nightfall  :25 million customers and I would bet that a majority of their customers are happy. Probably about 70% are happy, 20% are at least content, with about 10% unhappy. The issue is that the 10% are the ones that get the most attention. Just like the old customer service addage.... If you provide excellent service, the person who got it will tell 1-10 people about it. If you provide bad service, the person who got it will tell 10-100 people about it. That being said, a granny running around hammering on keyboards isn't really the right thing to do. Sure, all the anti-comcast people are applauding her. However, since I provide customer service, if someone came up to my desk and pounded my keyboard with a hammer I would be a little ticked off. There are better ways to get your point across in my mind. Agreed. If I were in the office even as a customer I would have told her to put that thing away before she got arrested.
Yes, we have all had a bad customer experience somewhere, be it Comcast or wherever but it certainly does not give you the right to bring in a hammer and smash the first thing you see.
I hope they prosecute her to the full extent of the law. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
·Comcast
| reply to burgerwars
Re: Why are they making this grandmother a hero?
said by burgerwars :If I came into my local Time Warner Cable office and started swinging around a hammer, the LAPD SWAT teamed would have been called and they would have dragged me away. She may have not been happy with her service, but excuse me, it doesn't give her the right to destroy the cable company's property, or possibly physically hurt somebody. If we all were allowed to take the law into our own hands when we didn't like something, it would never be safe to venture outside. Shaw's opinion of Comcast? "What a bunch of sub-moronic imbeciles," she says.
My opinion of Shaw: "What a sub-moronic senile imbecile"
--
--
Internet News
My BLOG
My Web Page |
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MadMANN
Premium
join:2005-08-19
·Comcast
| Sad
It's sad that some see this as heroic. I don't care what Comcast did or how old the customer is, she had no right to vandalize equipment and terrorize people.
If a company treats you horribly, you cancel your service and find an alternative. Of course, that would be the respectable human being way to handle it, which obviously is not held in high regards anymore. It's much better to cheer a criminal act.
Just because she's elderly, doesn't make her a hero either. If this had been someone in their 20s or a middle-eastern looking person, I would wager that there wouldn't be a picture of them holding a hammer and a big shit-eating smile on their face on the front page. |
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JSRoman
Premium
join:2005-03-10
Callahan, FL
| Is today rehash friday?
Did someone forget you folks posted a thread about this nutjob on front page on 10/9? 10 day ago!
»75-Year-Old Woman Takes Hammer to Comcast Office
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»www.seabee.navy.mil |
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Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
·Site5.com
·AT&T Midwest
·Comcast
| reply to Mike
Re: Comcast is right
said by Mike :Our site rates them at 66% overall while their support number is in the 50s. There is a big difference between BBR users and the common consumer. BBR users, IMO, have very lofty expectations of a service provider. We are talking about people that want the fastest possible speeds, no latency issues, with a T1 like uptime and availability. |
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JSRoman
Premium
join:2005-03-10
Callahan, FL
| said by Nightfall :said by Mike :Our site rates them at 66% overall while their support number is in the 50s. There is a big difference between BBR users and the common consumer. BBR users, IMO, have very lofty expectations of a service provider. We are talking about people that want the fastest possible speeds, no latency issues, with a T1 like uptime and availability. You forgot for the least amount of money.
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»www.seabee.navy.mil |
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Jim Gurd
Premium
join:2000-07-08
Plymouth, MI | reply to burgerwars
Re: Why are they making this grandmother a hero?
Quite right. If you're not satisfied with the service then vote with your dollars and take your business to the satellite companies (or U-Verse) instead.
There is no excuse for such behavior. At her age she should have known better. |
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russotto
join:2000-10-05
Collegeville, PA
| reply to Nightfall
Re: Comcast is right
That being said, a granny running around hammering on keyboards isn't really the right thing to do. Sure, all the anti-comcast people are applauding her. However, since I provide customer service, if someone came up to my desk and pounded my keyboard with a hammer I would be a little ticked off. There are better ways to get your point across in my mind. Unfortunately, the "better ways" are all blocked. Your company spends a lot of money and time figuring out how to block or redirect customers with a complaint so they don't cost the company too much money or time. |
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tmc8080
join:2004-04-24
Floral Park, NY
| incompetence comes at a cost.. to the consumer/boon to pofit
Doing installation & customer service on the *CHEAP* is what provoked the issue in the first place. Imbeciles in customer service & installation jobs lack the training and expertise to handle service provisioning & repair. In reality, such a system is designed to maximize the money rolling in while frustrating the customer's right to obtain quality of service, which ultimately translates into profits for the corporation. Tv, Phone, and Internet service industries aren't the only industries who make this a common practice, but they are very high on the list for being the most *hated* for it. Comcast takes the cake.
Kind of an embarrassment for Comcast's dirty laundry to be exposed in public forums... it might cost them some customers. I bet that not much has changed at Comcast since this happened, except the service desk have 911 on speed dial. Papering over or band-aiding the problem is not the answer. Time for Comcast to pay its dues and hire competent people who don't drop the ball. Even Walmart handles customers better than Comcast with worse quality employees, overall (apologies in advance for the cream of the crop, not referring to you). |
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fruhead
join:2002-01-29
Montclair, NJ
| hmmm...
Hmm...
I wonder what the reaction would have been had it been a young Middle-eastern man instead of an old granny-type woman. Or possibly an African- or Native-American?
Do you suppose it would have still been 'funny'? Do you suppose it would have gotten the same 'goofy news' buildup?
Somehow I doubt it. |
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