Cathy Seipp writes about "the enrage-the-customer theory of customer service."
I still haven't fully resolved my cable issues, but after staying home and waiting for service for three days, Comcast has worn me down. I was going to replace the box when I moved at the end of the year. Now I've put off moving in light of the iffy job situation. I'm only not getting one channel, after all. And I just don't have the psychic energy to deal with it any longer.