Start with Bob’s first post (4 October 2007): How To Use This Blog:
Actually, I have no death wish for Comcast or any other gigantic, blundering, greedy, arrogant corporate monstrosity, What I do have is the earnest desire for such companies to change their ways. This site offers an opportunity — for you to vent your grievances (civilly, please) and for Comcast to pay close attention. […]
Congratulations. You are no longer just an angry, mistreated customer. Nor, I hope, are you just part of an e-mob. But you are a revolutionary, wresting control from the oligarchs, and claiming it for the consumer. Your power is enormous. Use it wisely.
There are 181 comments. Another 110 on the second post; most of these are detailed (and civil) expressions of exasperation from very unsatisfied (only-partially-by-choice*) customers. Pretty amazing stuff.
You might also want to check out the Social Customer Manifesto (circa 2004).
*Some might be able to install a Dish or DirecTV satellite.