Katherine, a new Comcast subscriber, was setting up her online account access when for reasons unknown it told her that she must talk the online CSR. Suddenly she felt fear and trepidation radiate down her arm and settle into her mouse hand. She took a deep breath, said a silent prayer and clicked “CHAT NOW.” What proceeded was a mind numbing 20 minutes of her life that Katherine will never get back. Her letter and chat log inside…
