Uh Mike - A long while back I was researching online merchants to see who had the best ratings. You know bizrate, reseller ratings and the like. After a while I started to notice that whenever *anyone* was griping about B&H Photo what followed was a personal response trying to address the problem. For every negative review. Every day. Then came my chance to gripe - I had ordered some stuff to be shipped to NY. It wound up here in BNA. I had an opportunity to fill out a survey about B&H. I bitched, and no more than two days later I get an email from a VP of sales at B&H, once again trying to respond to every complaint. In the course of 3 or 4 back and forth emails, he pointed out to me the error I had committed. I left that conversation only more committed to their level of customer satisfaction.Now when I read a NYT article that quotes some kid trying to explain how that he blogs to himself and when he gets a comment he gets creeped out, you gotta wonder why bother? Comcast is trying to reach out to it's customer base and all of a sudden you're getting a case of stage fright? That seems disingenuous.You complain that they ought to be improving the front end. But in order to do that you have to listen in the first place. I don't see Verizon, ATT, or Sprint doing anything similar. In fact ATT is willing to do deep packet inspection and warantless wiretapping, which is by far a more onerous abuse than trying to help.