“Whatever you are passionate about, Time Warner Cable invents ways for you to enjoy it even better,” Time Warner Cable declares in commercials that run for its subscribers. Unless you’re passionate about professional football, live near Los Angeles and you’re a Time Warner customer still using a standard-definition TV. Then you had to scramble for an antenna during the second quarter of the game. [LA Times]
Comcast recently announced a new package called Internet Plus that bundles broadband service and HBO (and perhaps more importantly HBO Go) along with a smattering of basic cable channels for $50-70/month, and some have predicted that this could push more people to ditch the pricier cable packages, but not the CEO of HBO’s parent company. [More]
Time Warner closed Boris’s account, and charged him a fee for not returning his modem. Which is weird, because he never canceled his account. That’s why he didn’t turn his modem. Time Warner sent him to collections over the modem, but there’s still Internet access coming into his house. So he paid the modem fee, and gave up trying to convince the company that they’re making him steal Internet access. [More]
Netflix has managed to snap up quite a nice catch in a new deal with Time Warner — which in the past had been squirrelly about selling its content for streaming subscription services — wherein it will stream shows from Turner Broadcasting and Warner Bros. That means a lot of Cartoon Network, everybody. Start the applause. [More]
From the NY Post (purportedly; We couldn’t find a link, but we’re dumb.)
January 4, 2006 — TIME Warner CEO Dick Parsons stuck up for one of his customers during a stroll down Seventh Avenue on Monday morning. Hedge fund manager Jeff Green was on his cellphone arguing with a Time Warner Cable customer service rep when he recognized Parsons on the street and walked over to him. Parsons patiently listened as Green recounted how he’d gotten up early to pick up a new cable box in person – thus bypassing a $30 installation fee – only to find out the office was closed when he’d been told it would be open. The service rep, who wasn’t being especially cooperative, suddenly changed his tune and agreed to waive the installation fee when Green informed him Parsons was standing next to him and was sympathetic to his plight.
Clearly the answer to our customer service problem is to create more CEOs. As many as one per customer. (Thanks, David!)