Cablevision responded to our post chastising their attempt to force customer to upgrade to digital service by pointing to an unrelated FCC mandate. Cablevision admits that there is no connection between their unilateral business decision to cut channels and the FCC-mandated transition to digital television, but their statement leaves several questions unanswered. Read Cablevision’s statement and our response, after the jump.
“There is no direct connection between the digital transition of broadcast television stations that will occur across the nation in early 2009 and Cablevision’s decision to transition away from the duplicate analog feeds of a certain number of channels that we already carry in digital format.
Great! This fully supports what we wrote and is an important clarification for anyone who was confused by Cablevision’s letter or their customer service representatives.
Unfortunately, Cablevision goes on to say:
Neither our customer service training, nor our customer communications, link the two in any way.”
Hold on. Let’s immediately disprove the second assertion. We posted two recordings unequivocally showing that their “customer communication” blamed the FCC for the loss of analog programming.
As for Cablevision’s training, we spoke with four customer service representatives and each one said the same thing. These weren’t rogue agents conjuring up their own unsupportable explanations. Two CSRS put us on hold to consult their materials, came back, and repeated their assertions.
When we asked the agents to tell us who instructed them to mention the FCC, they expressly stated that they were following Cablevision’s training. We strongly suspect that if we (or you) called back, we would again receive the exact same answer. Could all the agents have made the same mistake, and lied about their training? Absolutely, but Occam’s Razor seems to shred any suggestion of a coincidence.
Cablevision admits that their agents repeatedly provided incorrect information. Two questions remain: Are they now lying about their training; and, how will the FCC admonish Cablevision for their deceptive and predatory behavior?