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Friday, June 23, 2006
Posted 9:06 PM by

Comcast disservice caught on video

Cocmast Corp. got the public relations nightmare it long deserved this week when a cable modem customer shot a video of a company technician sleeping on his couch after being on hold for an hour with his central office.A Comcast cable modem customer who videotaped a company technician in Washington sleeping on his couch and posted the footage on, shamed a rare apology out of the company for its poor service, the Philadelphia Inquirer reported today.

The video, which went viral, prompted the firing of the employee, whom Comcast would not identify.

To me that's a shame.

The technician came to replace a faulty modem but "after spending an hour on hold with Comcast's central office, he fell asleep on my couch," videographer/Comcast customer Brian Finkelstein, aka DoorFrame, wrote on YouTube.

Shouldn't whoever was on the phone's other line really be the one disciplined. An hour is an awful long time to be on hold, as many Comcast customers can attest.

"I've been in my apartment for three weeks and my internet connection is still non-functional," Finkelstein, a Georgetown University law student, wrote on June 20. "This is my tribute to Comcast, their low quality technology and their poor customer service."

After three days on YouTube, the 58-second video had been viewed more than 206,000 times, proving he's not alone in hating the customer's customer service.

This is a picture of the typical Comcast customer's nerves after calling customer service with a problem.I've actually called for re-regulation of the cable TV/Internet industry after being equally frustrated by the company's "tipping points," which require at least 20 complaints from my area before they'll classify a problem as an outtage and send out a qualified technician to fix it.

Thankfully, we're inching ever closer in Pennsylvania to true competition between Verizon and Comcast thanks to the phone company's glacially installed FiOS service.

Below you'll find Finkelstein's video:

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