To anyone who has felt trapped in a circle of bad service: If you haven't heard the story of Mona Shaw, pull up a chair.

The 75-year-old Virginian had ordered a much-advertised package of services from Comcast, her cable company. The installers failed to show up at their appointed time. They came by two days later but didn't finish the job. Comcast subsequently cut off all her service.

Shaw and her husband decided to visit the Comcast office and speak to the manager. They arrive ...

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