Is poor customer service a brand attribute?
There's only so much you can do to counteract bad publicity—online or otherwise—if your business operation is generating gems like this:
While Comcast was sleeping
Comcast technician falls asleep on the customer's couch while on hold with Comcast. Customer puts video of sleeping tech on the Internet. Oops.
Comcast generated lots of heat last August with a customer invoice addressed to bitch dog. For their sake, let's hope this isn't a new summer tradition.
Update: I like Jim's advice to Comcast.
Update2: "Your Call Is Important to Us. Please Stay Awake," The New York Times.