This happened back in October, but Dr. Phil had her on today's show. Her husband had a gold hammer pin made for her birthday, and her church made t-shirts with her picture on the front and "Brains and Backbone" on the back. Mona Shaw Reached Her Breaking Point, Then for Her Hammer By Neely Tucker Washington Post Staff Writer Thursday, October 18, 2007; Page C01 Sometimes truly American virtues arise in outlaws who -- by dint of heroic but questionable endeavors -- display the mettle of the national character. For instance: The Dillinger Gang, robbing banks (and destroying mortgages) when banks were foreclosing on the poor. Stephanie St. Clair, matron of the numbers racket during the Harlem Renaissance, striking a (dubious) blow for both gender and racial equality. Junior Johnson bootlegging liquor during Prohibition (the benefits of which were self-evident). Fear not, fellow Americans! In these dark days of war, pestilence and Paris Hilton, a new hero has arisen. She is none other than 75-year-old Mona "The Hammer" Shaw, who took the aforementioned implement to her local Comcast office in Manassas to settle a score, and boy, did she! This was after the company had scheduled installation of its much ballyhooed "Triple Play" service, which combines phone, cable and Internet services, in Shaw's brick home in nearby Bristow. But Shaw said they failed to show up on the appointed day, Monday, Aug. 13. They came two days later but left with the job half done. On Friday morning, they cut off all service. This was the company that has had consumer service problems serious enough to prompt the trade magazine Advertising Age to editorialize that Comcast and other cable providers should spend less on advertising and more on customer service. And has spawned a blog called ComcastMustDie.com that's filled with posts from angry customers. So on that Friday, Mona Shaw and her husband, Don, went to the local call center office to complain. Let's pick it up, mid-action, according to Shaw: Mona demands to speak to a manager. A customer service representative says someone will be right with them. Directs them to a bench, outside. (Remember, it's mid-August.) Mona and Don sit. Tick, tick, tick, goes the clock. Sit, sit, sit, go Mona and Don. For. Two. Hours. And then -- this is the best part -- the customer rep leans out the door and says the manager has left for the day. Thanks for coming! The insulting idea that, as Shaw puts it, "they thought just because we're old enough to get Social Security that we lack both brains and backbone." So, after stewing over it all weekend, on the following Monday, she went downstairs, got Don's claw hammer and said: "C'mon, honey, we're going to Comcast." Oh, the sputtering outrage!