With a blog and a camcorder and the right opportunity, anyone can have an impact. (When will I be able to buy a cell phone with a good video camera?)
Two weeks ago, a Comcast repairman in Washington fell asleep in a customer’s home. The customer, Brian Finkelstein, a student at Georgetown Law School, took the incident to the Internet. He shot a video of the repairman sacked out in his couch and posted it on www.SnakesonaBlog.com. The video is one of several recent examples of angered customers taping their interactions with customer service, then putting the experience online.
The Comcast video, in particular, struck a nerve. In it, the repairman, in a red golf shirt and short pants, has his head back in full snore and a laptop perched on his knee. Mr. Finkelstein sprinkled in sarcastic barbs at Comcast with slides "thanking" the company for two broken routers, high prices and missed appointments. A drowsy rock ballad by Eels, "I Need Some Sleep," accompanies the one-minute video.
The clip was picked up by the technology blog Gizmodo and was also shown on Keith Olbermann’s program "Countdown" on MSNBC.
Video: A Comcast Technician Sleeping on my Couch (youtube.com)