Stung by Complaints, Telecoms Stress Customer Service

Customer service problems in the telecommunications industry have been nearing legendary proportions. It's a challenge that telecommunications and cable companies are struggling to overcome as they compete for new subscribers paying $150 to $200 a month on average for phone, Internet and television services. AT&T, Verizon, and Comcast are working to keep subscribers and lure new ones into subscriptions that bundle those services. All the while, consumers have become ever more savvy and vocal about airing complaints, holding companies accountable through lawsuits and blogs such as Consumerist.com, which describes its mission as "consumers bite back." They have found powerful tools that resonate widely, such as the YouTube video hit of a Comcast technician asleep on a subscriber's couch.
http://www.washingtonpost.com/wp-dyn/content/article/2008/04/29/AR2008042902886.html
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