How NOT to handle customer complaints

This is from Wired News' Furthermore section, which is dedicated to the more unusual news stories.

You're Overdue
09:37 AM Aug. 18, 2005 PT

If you were being generous, you could look at it as a refreshing break from the usual corporate sterility. But LaChaina Govan was not feeling generous. She'd been having lot of trouble with Comcast and she knew when she received her August bill from the cable company, addressed to "Bitch Dog," no whimsy was intended. Govan's bill arrived after she called at least a dozen times to complain about lousy service. After being transferred all over the place and being treated rudely on a routine basis, she complained about that. Then the bill came. Comcast finally stepped in, tracking down and firing the perps, making an official apology and offering Govan a couple of months on the house. She declined the offer. -- Tony Long