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unexpected, no question about it. but this has to be startling. >> i have to say that things don't shock me. i was shocked by this. >> reporter: did your heart skip a beat? could you -- what happened? >> i don't know. i think i called home and said, i'm coming home. i'm stopping my errands for saturday and first i thought that she should come get me, my wife should come get me, and i said, no, the car's drivable, but no back window. >> reporter: you were out here for about 36 hours or so without power. finally the power's back up. we take for granted so much what it's like to have el...

Advertise big sales events that garner a crowd, the responsibility for controlling that crowd and controlling those shoppers resides with them. they have to police it, they have to provide security, they have to have adequate plans in place. >> crowd management is not only a concern on black friday. all kinds of consumer events can send customers into a frenzy. in november 2006, customers gather outside a fresno, california, best buy, awaiting the release of a new video game system. only there's a glitch. hundreds of people want one, and there are only about 30 inside the store. cameraman ju...

>> i am talking about unprovoked actions by the police. pepper spray in the faces of people who have not done anything provocative. i am talking that grabbing somebody from behind and turning them around and punching a person, and the unwarranted use of force, and i'm not talking about the fact that cops my react ang rrily because they ha been provoked. >> and it's difficult to do the crowd management and a responsible police officer, and we have not just rogue police officers on the force that may be behaving this way, but a real expectation from the leadership of certainly not just the new y...