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Consumers fight back online

In yesterday's post, I included a link to Comcastmustdie.com, which has become one of the best-known "consumer frustration" Web sites. It was created by Bob Garfield, a columnist for Advertising Age and co-host of public radio's weekly "On the Media" show. He usually sounds like a reasonable man, but Comcast's customer service trifled with him one too many times and he vented his rage into creating the Web site.

BusinessWeek recently wrote about "consumer vigilantes" such as Garfield who have harnessed the power of the Web, YouTube and e-mail to get attention - and sometimes resolution to their problems - faster and more effectively than if they made a phone call and or sent a complaint letter.

Comcast admits in that story that they now track and try to fix problems posted on Garfield's site. It's nice to see consumers using the Webosphere to fight back; it's something that warms the hearts of anyone - which is just about everyone, actually - who has battled against a big company to get a bill fixed or a technical problem resolved.

I haven't had such problems with Comcast personally, but there's a big phone company that serves Snohomish County, starts with a V and rhymes with "horizon" that has on occasion made me want to tear my hair out.

One last thing: This YouTube video was created for Comcastmustdie.com, but it's relatable to anyone who's spent days on the phone trying to resolve a billing or service problem.



And, in the interest of fairness, here's one that vents against Verizon.