When Captain Picard Loses Patience With Your Cable Service, You Need To Run A Tighter Ship

from the can't-make-it-so dept

As Time Warner Cable continues to lose subscribers and its CEO and others remain in denial over it, it is perhaps time for those in charge to take deep look at themselves. The reason many people end up cutting the cord is that they are tired of the level of disservice they receive for the massive price they pay. You can do web searches for various cable and satellite companies and you can see story after horror story of people's experiences trying to get television or have their current subscription serviced. This is a serious problem and it never seems to get better.

So it really shouldn't be a surprise to learn even celebrities can't get decent service out of TWC. Many of you probably heard the news about the tweet that Sir Patrick Stewart sent after trying to set up cable in his home.
All I wanted to do was set up a new account with @TWCable_NYC but 36hrs later I've lost the will to live.
That is quite the statement. You can even see some of the sympathetic tweets of some of his followers over at Twitter. TWC, for its part, responded to the New York Post with this statement:
There’s no doubt we have a lot of fans at the company, of the actor and ‘Star Trek’ in general. But the truth is, any customer that reaches out to us . . . we’re going to offer them help the exact same way.
That really isn't all that encouraging. If even Captain Jean-Luc Picard, the man who defeated the Borg, loses the will to live when faced with TWC's customer service, how does it think its everyday customers feel? Could this be part of the reason so many jump ship to either become cord cutters or subscribe to satellite, as was the case with Patrick Stewart?

It is time for TWC and other television services to really reflect on what they are actually doing to attract new customers. As the rising generation becomes a generation of cord-cutters and cord-nevers, they will have a tough time at keeping their place in people's homes if they do not change.

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  1. identicon
    Jane Smith, 25 Sep 2012 @ 7:29am

    Re: Re: Whathehuh?

    "If you have a problem with *any* company's customer service, it's probably not a good idea to just get mad or give up - there are always options.

    TWC, like many other companies, has a social media team that will respond to questions on Twitter or Facebook."

    The whole point is that customer service should WORK THE FIRST TIME (not cap-ing at you, just in general!! ) Any company that places too much reliance on their customer service department to take care of screw-ups that should never have happend, or to 'smooth over' policies and procedures that are in place that just don't work, is doomed.

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