Cablevision sucks

Well, but that’s not news, is it? Everybody knows that.

But that hit home – again – tonight when I returned after three days away to find our internet not working. I called Cablevision and after a few obvious steps, I’m told they can’t see the modem and they offer to send someone out … in three days.

Three days?!?

I’ll spare you the Dell Hell details. But what ensues is amazing, even to me. When I said I wanted someone here tomorrow because I’m paying for service and it’s not working, the tech, “George” – I assume they use phone names – told me they have lots of customers without phones, internet, and cable ahead of me. Well, I said, that’s shocking: lots of customers waiting days to get their internet, phone, cable. I asked him point blank and three times whether if I had my phone service with them they’d also make me wait. Seems so. He asked me why I think I should get service tomorrow and get ahead of a 90-year-old lady without a phone. I asked him why he thinks that lady shouldn’t have had her phone fixed long since!

I got a supervisor, “Marc with a c.” I told him that I’ve had to have a vice-president come to my aid before to get service, that I used to work with Cablevision and his boss, Chuck Dolan (back when I had the misfortune to be around at the start of News 12 NJ), that I saw Dolan at a meeting a few weeks ago (where TiVo’s Tom Rogers, who does fix customer problems, was speaking with a small group), and that I planned to call his office in the morning to report the quality of service I was getting from his people.

“Marc” replied, “I don’t see you listed as a VIP.” I can’t believe he said it either. So you only give decent service to VIPs? He said he was going to tell his management that I was calling myself a friend of Dolan’s. Friend? I said I was going to call the boss to tell him about your service. Maybe I should be his friend. Every customer should be. I tweeted: ” In any good company, there are no VIPs. All customers are VIPs. Not Cablevision. All its customers are prisoners.”

I also said I planned to call Verizon as soon as they finish cabling my street so I can switch. Cablevision didn’t seem to give a damn.

When I had problems with Dell, I waited weeks and then resorted to a blog post. Now is the age of Twitter. So I vented my frustration there (using my iPhone and its AT&T connection, not my Cablevision wifi, of course; that’s how I’m writing this).

Here’s the funny part: Cablevision didn’t answer my tweets. So I tweeted: “Hey @comcastcares, is there a @cablevisioncares? Ha! What an oxymoron.” And two minutes – I swear, two minutes – later, Frank Eliason, aka @comcastcares, tweeted. He said he’d just been emailing with an EVP/CFO of Cablevision on something else and that he’d email him about my problem. Get that: Comcast doing a better job at Cablevision service than Cablevision. Too bad Comcast couldn’t come out to fix my internet. Eliason later tweeted: “I think you & I agree that social media will force that to change for companies, & service by all must improve in the new world.” Amen, but how long will it take companies like Cablevision to learn that?

But there’s another punch line. I got a tweet from John Czwartacki (@cz), Verizon’s policyblogger who tweeted: “Jeff, Verizon is ready when you are! DM or reply and i’ll get things rolling Monday morning. Hope we earn your biz!” A few DMs later, and he’s checking with his colleagues to get my street lit and get my business. Another Verizon person, Laurie Shook, also asked for my business: “Hey Jeff, Verizon is listening. Would love to hook you up on FiOS.” Now that’s the spirit. That’s business.

Comcast cares. Verizon cares. Cablevision doesn’t. But then, that’s not news.

(P.S. If somebody from Cablevision actually does anything tomorrow, I’ll send a free copy of What Would Google Do? to my good buddy, VIP Chuck Dolan. For his convenience, just because he’s important, I’ll put a bookmark on the Dell Hell story.)

: LATER: I tweeted that I had been invited to meet the new head of the FCC this afternoon but couldn’t because of work in New York. Oh, if only I had. I’d have bent his ear about how fine administration goals of broadband for all will get us nowhere if the future of our technology, innovation, communication, and entrepreneurship can be railroaded by companies such as Cablevision. I’d also have bent his ear about the need for customers – not just business customers but all customers – to have service-level agreements with cable and phone companies, guaranteeing us response time and repair (except, perhaps, in the cases of natural disaster), with penalties to back them up. (Here’s today’s Wall Street Journal report on FCC Chair Julius Genachowski’s mission of “making affordable high-speed Internet available to all Americans.”)

: LATER STILL: Oh, just got email from someone at Cablevision who saw the discussion 12 hours ago. He works in media relations. Hint to all companies: Now that we’re all in media, everybody in a company is in media relations.

: FOLLOWUP: A technician arrived yesterday morning. The amplifier on the street didn’t work. He fixed things that would affect other people on the street. It works now. I don’t know whether the 90-year-old lady has her phone back. She should.

  • While I’m the first to jump on the “i hate company” bandwagon, I have to disagree with you Jeff.

    I think you had a very bad, isolated experience with Cablevision. I’ve used them for a few years now and I have never had a problem like this…

    …Even when my service was out, they were quick to send a rep to my aid.

    Now I’m not trying to discount your story because I know you’re a straight shooter, but I do think Cablevision could make this right. But I guess time will tell…

    • Derek, I’m glad for you. But I’ve had years and years of pain with Cablevision. The only time I got decent service, a VP made them do it. But that wasn’t enough to make me a VIP, obviously.

    • MR

      I’m going to have to agree with Derek as well: An awful, individual experience.

      To this date, all my dealings with CV as a customer, have exceeded my expectations (and I don’t even know any of their VPs!).

      I have no doubt your frustration is legitimate and, from your account of events, it does sound highly unfair. When you have climb up the ladder that high to get your way, perhaps it is time to explore other options.

      It all comes down to individual experiences I think. I mean surely if they treated everyone the same way you described, then who the heck are those JD power guys surveying?

      I’m sure Fios does have a great product. However, the family in PA that supposedly got their house burned down by them may have a negative thing or two to say based on their individual experience.

      • Jack

        isolated incident…..research from independent firms have
        without question proven cablevision miles ahead of the
        competition not only in qualified technicians but also customer
        service. Being in the industry and dealing with all major
        data providers, I can tell you I have dealt with other companies
        that are light years behind, including verizon

    • You know, I wanted to come back to this comment today.

      Last night at 8pm I discovered my internet was down. After waiting for 7 minutes on hold with Cablevision, I got a very kind customer service rep. Unfortunately, he couldn’t help me fix my internet connection.

      And what happened? They offered to send a technician within 24 hours. They managed to keep me a happy customer once again.

    • cablevision is cheaper than fios watch and see

      • D.G.

        I was recently a Fios customer and I can tell you that I would pay twice the amount of Cablevision per month to have Fios back. Cablevision absolutely sucks! Screens blackout & freeze, noise interruptions, it’s almost impossible to get through a movie without any glitches. The menu sucks, the pauses between every little thing. Cablevision maybe cheaper but there is a reason for that. Fios is just way more superior & I have yet to meet someone that has Cablevision and is happy with the service. Don’t get me wrong, I am not singing Verizons praises here as they have their own problems, mostly billing but it normally gets straightened out. I would actually like to see every VP with Cablevision spend one week with Fios and see what real cable service looks like. Most VP’s I know enjoy the finer things in life so something tells me that they probably have Fios as their provider anyway.
        Bottom Line……..cablevision SUCKS

  • AP

    Lack of competition is the real problem here. If your street and every street were lit up with multiple alternatives, the customer service of each would evolve. Absolute power corrupts absolutely.

    And if, as with electricity, Internet service was seen as a public utility there would be some accountability to a regulatory authority. Competition, however, would be better.

    The fact is that cable providers tend to look at Internet service as a form of entertainment that customers can do without indefinitely, not a mission criticial “must-have” like electricity. Either competition or regulation or both needs to convince them that a day without Internet is like a day without electricity or heat; it’s a critical need.

    • AP has hit the nail on the head. Current competition is broadcast, satellite dish, DSL, Fiber Optic to home, and 3G/4G wireless. Cable companies were given a monopoly on the coaxial cables (higher bandwidth than DSL, lower than fiber optic). So dump them and get the best competitive alternative. And let’s do what we can to prevent monopolies.

    • reallycranky

      If it was electricity i wouldn’t be PAYING when it doesn’t work. Theft of services anyone? 24 hour bill for 2 hours of service. They have been to my home 12 times in 12 months and still cant get it right…..

  • lakelady

    twitter and other social media won’t help these situations much at all since these companies have monopolies granted by local gov’ts. No competition = no pressure to change, no matter now many complaints there are in social media. Eventually, when local gov’t understand social medai, in a generation or so, then there might be change.

  • You’ve probably blogged about this a million times before, Jeff, but the problem is that cable companies are monopolies.

    I’m a Comcast customer in Boston, and while I haven’t had your problems, and maybe that’s because @comacastcares, they can “suck” too.

    I’m “lucky” enough to have Verizon as a choice too, but that’s hardly a competitive market.

  • If I did this on my twitter, I don’t think I would have gotten any response from Verizon or Comcast.

    A big problem with going after corporate customer service with Twitter is that if you don’t have the follower count, it often goes no where.

    It’s nepotism when you get better service because you are friends with the VP but what is it when you get better service for having 20K twitter followers?

    • Actually Cody my team and I respond to people, no matter follower count. If you ever have trouble with Comcast please feel free to send me a message @ComcastCares on Twitter or email us. I will admit on Sunday night I was watching TV with the family and not searching Twitter, but I did respond to everyone who sent me a message (or included my Twiiter name in their post), which included Jeff. I will be doing a personal blog post today about every Customer is an influencer in this new world of social media. As we have seen on Twitter, the world is a smaller place.

      Frank Eliason

      • What’s interesting about Twitter is that follower counts don’t matter. A wise company searches for mentions of itself. And even if someone has few followers, his or her message can spread quickly, so it’s in the company’s interest to do so with all customers (and not just because that’s the right thing to do). Note that when I complained about Dell, I was not in any way an influencer regarding computers. It’s the message that spreads if other people see it the same way. The message is influential.

      • Laid Off Too

        Mr. Eliason, I’d like to make a suggestion as someone who was in IT solving production problems and who knows nothing about Twitter. If you’re on a service like Twitter that’s available 24/7, and someone is sending a Twitter to @ComcastCares, would it make sense to have someone monitoring @ComcastCares 24/7, and taking action if necessary? Would this provide a competitve advantage? Would it help retain customers? Would word spread around social networks? I realize you may be a monopoly in your areas, but how damaging is a blog post like this one to a comapny’s reputation? Just my two cents.

      • Hi Laid Off Too!

        My biggest challenge with Frank is to get him to take time off!

        We typically do have folks monitoring the twittersphere, nearly 24/7. Even when a live person isn’t on-line, we try to go back over the tweets to catch what we may have missed.

        Scott Westerman
        Vice President

      • Laid Off Too

        Mr Westerman, thanks for your prompt reply. It’s greatly appreciated. And it also makes my point. If I Twitter @ComcastCares, I want a prompt reply. Otherwise, I wouldn’t have Twittered. I can accept a slower resolution time (although the 3 days Mr Jarvis outlined is only acceptable after an Act of God), but I want a quick response time. Even an “it’s being addressed” or “we’ll have an update in an hour”. Anything to make Twitterers think their message went somewhere besides a black hole. Your back end process should also be 24/7 to match your front end process. And that may mean reducing Mr Eliason’s time, and assigning more people to monitor or having automated replies (if that’s possible). While the cost may be higher, the frustration it takes away from your customer base should more than make up for it.

      • Hi Laid Off Too,
        First I am sorry you were laid off, we all have to work together to get this economy in the right direction. Hang in there. We actually do cover most days from 7 AM to 11 PM eastern time. If volume is there, I would not have a problem requesting the staffing to cover 24/7.

        I will disagree with automated replies. This is a personal space and should be about conversation and relationship. Automation does not add value in that.


      • Laid Off Too

        Mr Eliason, thanks for empathizing with my situation. There’s no need to, however, because I can honestly say being laid off has been the most positive life changing event that has ever happened to me.
        My thought is even one Twitter between 11pm and 7am is enough reason to be staffed 24/7, because it only takes one unsatisfied customer to write a blog or spread the word of poor customer service. If you disagree, I respect your opinion.
        As for automated messages, I believe a simple status message like “outage reported in NYC” or “we’ll look at your issue in depth during business hours” may relieve some customer anxiety. However, if @ComcastCares wants to remain 100% personal, go for it! All the best in the future, and thanks for your feedback.

  • Hey Jeff, I’m not living in US -I’m in Indonesia by the way- but I love the way you posted your complain here in your blog. I alread read your book -and I love it! And all that customers need is a good service.
    Too bad that your cablevision isn’t listening, and I’m pretty sure one day they shoukd learn from their mistakes.
    Ohya, love the idea of giving your WWGD book to Chuck Dolan! He should read that book!

  • Steve D.

    Comcast sucks. Twitter isn’t going to fix that. For 18 months, they overcharged me, when I called to have my money refunded, they said they can only refund up to 3 months worth and that that policy was on the back of my bill. First of all, I don’t get a paper bill, and I don’t know where to look for the “back” of my e-bill. Second of all, it’s a lame policy and seems like it would (should) be illegal. You overcharge me, you refund it, you dig?

    It took them 3 more months and, literally, dozens of hours on the phone to get them to refund 3 months worth of over-charges. By then, they had racked up 3 more months of over-charges. It took a few more months for them to catch up, refund all that was due me and finally get the monthly bill right.

    95% of the customer service reps I dealt with were rude and/or ignorant. None of them kept notes on my account so I had to re-explain my situation each time and have them “get back to me” once they researched it. Though most of them could see the overcharge, none of them were empowered to refund it without days of research.

    My tweets about Comcast got no reply. I’m thinking yours did get a reply because they knew you were a blogger. That’s right. You’re a VIP.

    • Usually we do catch them, but I apologize that we did not. We would always be happy to help. Email us at the address below or tweet me @ComcastCares

      Frank Eliason

  • Thanks for this post, Jeff – a great read, and a feeling well-known to all of us.

    (Although I’m not a customer of either Comcast or Cablevision, I’m based in Germany where a different set of companies delivers the same kind of lousy service.)

    Particularly your mention of having the VP getting the support staff to deliver good service struck a chord with me: Those of us who know a lot of folks in this industry get preferred treatment because we can call up some of the decision makers directly if we’re lucky, but most people don’t have that chance.

    And you’re right, this can’t be the way to go, because all customers should be treated equally. Twitter and blogs are doing a good job leveling the field there… So let’s hope more companies get their monitoring – and their follow-ups- right. Or that smaller, better companies take their places…

  • Ian

    Just remember, if you switch to FiOS, you won’t get the HD feeds of MSG or MSG+, because Cablevision won’t offer them to Verizon in order to give themselves a competitive advantage. Talk about Monopoly..

    • Good thing none of us in the family is a sports fan (tennis aside). I wish I didn’t have to pay for bundled sports channes

  • Paul

    Everytime I see a story like yours Jeff, I am thankful I found a local (to Baltimore) Wireless ISP. Comparable speeds to DSL in the area but WAY more reliable give how poorly Verizon maintains the cooper inside the city.

    As for FIOS I’ll consider it in 10 years when Verizon stops redlining Baltimore City and installs here rather than jus cherry picking the surrounding suburbs.

  • Kevin


    Wouldn’t this problem be solved if Cablevision executives considered what would google do?

    Perhaps they should simply give away their service for free…including customer service – wouldn’t that lead to them having more reps to service you?

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  • VIP customer??? I’m going to call up my ISP and see if I’m a VIP haha, in any other industry where you don’t pay for VIP service this would get you crucified

  • BT

    Disclaimer: I’m not a policy wag, so forgive my crude attempt at debugging policy.

    What if it were against the law for a company to provide both the physical network (wires) and the content being transmitted over those wires (telephone, TV, internet, etc.)? That could generate pressure on underachieving network operators from *other significant corporations.*

    That specific example isn’t the point here. Any single consumer is helpless, and we’re too disorganized to become a powerful group. But it seems to me that enacting laws that benefit the large, silent majority would, well, benefit the large, silent majority. Unfortunately, the same general apathy that makes it possible for companies like Cablevision to suck and exist (at the same time!) makes the same possible for politicians, et al.

  • Andrew

    This post is great, and not just because I am a cablevision customer who has been bullied and ignored for years, but for its relevance. I am currently reading Bob Garfield’s ‘The Chaos Scenario” (early release on the Kindle) where he goes in-depth on his crusade and to see the reaction of the comcast guys on this particular posting is fantastic. It really proves all the points he is making in the book. Actually, this reply I am writing goes right along with it as well.

    We are no longer singular entities to be bullied and ignored, we are a community of consumers who for the first time are feeling as if we do have someplace to turn. It is sad though to see that some companies, like cablevision, just don’t get it. They have to be aware of what is going on all around them. As a marketer myself, I am so glad to have read your book and Bob’s book and see first hand how meaningful the power of the connected consumer can be. Keep up the good work.

    • Liz

      Oh, I’m interested in that book too. I just downloaded the first two free chapters in I like the thought of “death of everything” and “we are in a post-advertising age.” I think social networks such as twitter or Facebook is becoming more and more powerful for the consumers to have our own voices. We are ignored for a long time and didn’t know whom we could talk to to really help us out. Now lots of ways we can use! Cablevision hasn’t been aware of that.

      • Andrew

        Im not totally through the book yet, but it is a good read. A good amount of it is stuff we’ve heard before, but he puts real names and real scenarios to practices and ideas. So to see that in this specific situation, for me was extremely relevant.

        I would definitely recommend this book to anyone interested in the future of marketing. Conversely, If anyone has any other good books, besides the obvious WWGD, bring them up, I’d love to hear suggestions.

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  • I read your blog post today after having a very negative experience this weekend at a Marriott hotel in San Diego and while I agree that the problem is exacerbated by the quasi-monopoly of the cable companies, the basic problem comes down to ‘who’ is handling the customer service. I was recently on the phone with a large scale partner who complained that ‘while he understood that we had SLA’s, it was very irritating that our CSR’s were stating in their follow up to second requests on trouble tickets that they ‘still had 2 more days to meet the SLA’s’. Point taken and addressed with their supervisor. Just because it CAN take three days in the service level agreement, doesn’t mean it should…and if it has to, then a reasonable explantion of ‘why’ should be offered (but not that a poor 90 year old lady doesn’t have a phone yet!)

  • Jeff,

    COX in Norfolk, Virginia, was the same.

    Exactly the same.

    They treat you like shit.

    So, this is not exceptional.

    It’s the rule.

    And these lazy and incompetent guys must be watched, denounced and put out business.

    Perhaps is the time for a Cable-Hell blog/twitter/facebook revolution.

    Count with me.

  • I was the first on my blog to bail on Cablevision and I live in the town where their HQ is. I now use FIOS and I’m happy with it.

  • JamKam

    Jeff…Just for this post, I’m putting the buzzmach. bookmark above CNN and Daily Beast on my news list. I read this and almost got lockjaw for nodding my freakin’ head so much. The paradox is, even when a media type who has some sway and could cause untold PR damage complains, they’re service culture (what exists of it) is on siesta…permanently. Their inept, phone sifters are so poorly trained and managed, they make CNN’s raft of iReporters look like Walter Cronkite. The even sadder thing is that in (bromide alert) “these tough economic times” the level of service oriented corporate culture seems as vacuous as in the headier times.

    The earlier poster mostly nailed it I think when he said the problem is lack of competition. The other problem, lack of a vision and that other bromide of “earning your business.” In such a competitive environment, most businesses would be toast acting so callously to their customers. But when oversee a monopoly, who gives a coaxial connector’s worth?

    Oh yes, I’ve had the same experience and I also have their phone svc…until fiber optic comes to this region of Conn.

  • Living outside of the city, and having all of my family living there, I understand your frustration Jeff.

    The thing is, up until Verizon started to roll out FiOs (which isn’t perfect), Cablevision had zero competition to get them to care about anything.

    It’s like that in the rest of New York too, with Time Warner Cable as the only provider of Internet and phone services. They’re better at customer service than Cablevision, but again, they don’t have the motivation to really change or do much of anything.

    So, social media will help, but as long as these entities are allowed to exist unregulated, I doubt we’ll see much improvement for situations like this.

  • yeah i agree i’ve had cabletelevision for about a month now and I always have problems with my internet going down

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    • mrs disappointed

      HINT!!!!DON’T FORGET guys check your CABLEVISION bILL before paying you’ll be surprise the rediculous charges that is on there that you have no knowledge of,

  • mrs disappointed

    I’m so happy to know I’m not the only one with a cablevision problem.It all started when the guys came to install the cable they bought me the silver box(that fastfoward and rewind)which I never ask for in the first place,I inquire about it and was told by the guy that it was probably a promotional which allows you to try the item for atleast 2mths free,it did’nt sound right to me so Icalled up the company to find out Iwas being charge for the box which I did’nt ask for in the first place,so I ask them to kindlly come and get their box and that I don’t appreciate them shoving their product down my throat.It took them three days to come and get their stuff.A month later I got a shocking bill stating Iwas charge for the days Ihad the box(which I never asked for)plus for the cable whom came to my house to remove the (box that I did’nt ask for)and other outragious charges once again I called up Cablevision to resolve the matter I was Disrespected by one of their representitive and realise these people don’t really care about my business I guess it’s because they’re not getting enough compitition,anyway I demanded to speak to a supervisor whom came on the phone almost half an hour later I express my feelings to them in a respectable manner and decided there and then that’s not the type of company I want to give my business too.So if anyboby knows about a good cable company in brooklyn please let me know.

  • Mike G

    Sometimes I find Jeff’s internet evangelism annoying, too demanding, unrealistic…

    …but if there’s a better use of all this technology than to give hell to cable companies and drag them screaming into 2006, I sure can’t think of it. (Okay, maybe overthrowing the mullahs in Iran. But Cablevision is second!)

    By the way, one form of fun I always had (before I got DirecTV and all my problems went away) with a cable co. was to demand that they pro-rate me for the days my service was out. They always acted like the idea of someone not paying for services NOT received was a totally new, crazy idea that had never occurred to them.

  • Out here in flyover country, we sadly went from our Insight monopoly to the Oligarchs at Comcast. Customer service centers closed right and left and techs are scattered amongst the 4winds to the distant corners.

    IMO if more companies focused on delivery, we wouldn’t have the need for increased customer disservice.

    I do appreciate the increased efforts @comcastcares; but lets make sure that social media tweets, chirps and glittering public relations fails to take the place of driving quality and dependability.

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  • lola g

    ok well jeff i happen to think your crying about tsomething sooo silly .. heres the thing i’m sure the rep who was refering to the 90 year old woman was trying to make u see his side.. um i think you called with an amazing attitude telling everyone your the king of the world and want service now.. first of all what other company you know is open 24 hours and excuse me but not having internet access from your home for 3 days not a big deal good lord.. would you have not survived life if it were never invented and duh if they could fix it sooner they would’ve noone likes to be verbally abused nomatter what company it is.. and im sure obviously if there wer a 90 year old woman without phone service they would’ve sent someone out next day.. i mean serioulsy how can a smart person be acting so dumb.. man up stop complaining

    • work for cablevision, do you?

      but seriously, you miss the point by a mile: that 90-year-old lady should not have to wait days to get her phone, which she’s paying for, fixed. would we tolerate that from the power company? the water company? what would we say if the school shut down for three days?

      cable makes huge margins. they must use some of it to provide service. period.

  • lola g

    and furthermore anyone who thinks they’re being singled out.. or bullied is probably in thereapy and has seperation anxiety’s.. things like this make me think we should revert back to minimum technology so people can appreciate what they have.

  • lola g

    and jeff this goes to you directly your not being fully honest in what you were saying you know what you were offerd and what your responses were AND serious writer or not YOU are that customer that would take an appoitnment away from a little old lady..

    • by the way, “lola,” next time you might want to send you “anonymous” messages from the library instead of the office or at least have the guts to say who you are. i see your cablevision domain.

  • glutz78

    Verizon cares? Comcast cares? Cablevision must really suck to provoke such a perspective.

  • mrs disappointed

    Thank you Jeff,this is a perfect example of the attitude we the costumers are receiveing from these people(Cablevision)goes to show how much our business means to them.

    • tinzliestaabaa

      so switch if your disatisfied. Dont belly ache. get up and do something.

      • mrs disappointed

        actually I did I MADE A SWITCH and obviously you know they would try to give me outragous charges but that’s ok I know just how to deal with it….

      • You’re operating under the same IP as the Cablevision defender, “Lola”, below. At least have the balls and honest to say who you are. I do.

  • James H

    A couple thing:

    1) I was rather dismayed to see Jeff Jarvis played the “I have a friend in high places” card in his contretemps with Cablevision. That did indeed smack of an elitism on Jarvis’s part.

    2) As an experiment, I tweeted about comcastcares to see if they’d really answer a Twitter from a random (i.e. not connected) person. Comcastcares indeed answered the tweet.

    • I’ll repeat: I didn’t say I had a friend. I said I knew whom to call and I wasn’t scared of calling their chairman (most people would be; he’s scary).

      • James H

        It’s a difference in semantics; “he’s a friend” vs. “I know him.”

  • tinzliestaabaa

    You are silly. Internet connection is not a utility that you need to live. First of all, I got a copy of your work ticket and you refused a next day appointment because you didn’t want to wait for a tech. You wanted a smaller window. And you are NOT a VIP. I’ve seen your account and you don’t even pay your bill on time. I appears that blogging must not pay well. You’re not even a good customer. And namedropping is very classy. You wait for your turn to get help like everyone else. We do you a favor by giving you service. It’s not the other way around.

    • I have forwarded your comment to Cablevision executives.
      I will also publish the IP address:
      You have libeled me. We do pay our bills on time.
      Yes, I expect service when I pay for it.
      This is why the world hates you, cable guy.

      • Eric Gauvin

        all of a sudden Jeff loves authority. I thought you were for the little guy…

        “mommy, mommy! he called me a bad name!”

        • Eric, you make as much sense as usual. I pay for service that I then expect to get. Oh, yes, that’s quite out of the ordinary. Please give me money. Then I might give you a pretzel in a few days. If I feel like it. After I’ve insulted you. Jeesh.

        • Eric Gauvin

          You’re the one calling ME insulting???

          From what you’ve described, it sounds like you were a real A-hole to the guy who was probably doing his best to try to help you. Sounds like they have a list of VIPs they refer to just in case the A-hole is a big shot. Sounds like you’re not not it.

      • The best part about this is that no matter how important Jeff thinks he is, at the end of the day he still has to rely on the people he shits all over. And, make no mistake, that will come back to haunt you.

        Jeff, I had a lot of respect for you up until this. The name-dropping, name-calling, ranting and unreasonable way you’ve handled this situation is really disheartening. Professionals are better than this.

        Do you have proof that you pay your bills on time? Cuz something tells me you wouldn’t have gotten all worked up if the above post hadn’t struck a nerve.

        • What a sin: wanting to get the service I pay for.
          And I don’t pay the bills anymore because I didn’t pay them on time. My wife pays them religiously on time. She just doublechecked to make sure.

        • Eric Gauvin

          I think you’re conveniently leaving out the part about your hissy fit…

        • He’s conveniently leaving out what he was offered and what he rejected. It’s pointed out above that he was offered next-day service, but turned it down. It’s not that he wasn’t offered help; it’s that he didn’t get help on his exclusive terms.

          Oh, and Jeff: Go ahead and publish my IP. I don’t work for Cablevision.

        • Next day service? You’re forced to wait home all day? What, and quit my job because Cablevision wasn’t doing its job? No, that’s not acceptable. Ask your friends how many are willing to sit home all day because the cable company can’t schedule its work and doesn’t have enough people to fix its bad service because it’s too busy making more than 40% margins.

        • Above, you CLEARLY state “they offer to send someone out … in three days.”

          The ellipses hides a very important fact you left out: You were offered service the next day, and you turned it down. They did not screw you by telling you to wait three days, as you’ve led your readers to believe; the next day wasn’t good enough for Jeff Jarvis, who thought he was entitled to service NOW, dammit! Because he has a blog!

          So, when the powerful Jeff Jarvis turned down the next-day service, he was offered the next best thing: an appointment in three days.

          This post is dishonest, and disrespectful to people who offered you help. The world does not revolve around you, no matter how many Twitter followers you have.

          You owe your readers an apology for lying to them. Anything less is demanding less of yourself than you do of your targets in the news industry.

        • Jeff Jarvis

          They offered three days. I rejected that. Then – you have the order reversed – they offered to allow me to wait all day at home but I could not do that. I have a job. And a life. Again, ask your friends and see how many think it’s acceptable for any company to force them to wait all day with not even so much as an estimate of time. Is that respectful of their needs as customers? I don’t think so.
          Would you put up with this kind of service from the power company? The water company? The phone company?
          When you worked for a newspaper, would it have been acceptable to make a customer wait three days for your paper? Or stay home all day to accept it? Or, by the way, they also wanted me to drive many miles to their nearest “service” center to get a new modem – which would not, as it turned out, have fixed the problem at all, which I told them.
          You may consider their service acceptable. Fine. Enjoy. I do not. So we clearly disagree about what’s acceptable.

        • I just watched Jeff Bezos talk about his customer culture at Amazon as he bought the best customer-culture company created in recent years, Zappos. Do you think this is how Zappos would run a cable company? I sure don’t.

        • Dan,
          One more thing before I call it a night:
          My starting point in the transaction is this: I am paying for a service that is broken through no fault of my own. Their response should be, “Sorry, we’ll fix it as soon as possible in the morning.” (Note that if it were my power, I’d expect service that night and the internet is getting to be as important as poser – but I’ll give them that.) “Possible” doesn’t mean three days and if it does to them then they are simply not investing enough in customer service (see: Zappos) and I know from my days near the industry that they have profit margins on internet service exceeding 40 percent (I’ve seen execs in the industry giggle about it). They should have enough resources to assure their customers reliable service.
          But they don’t. They – and you – expect us to wait days.
          That is ridiculous.
          Was I angry? Yes. Because that’s my starting point: a company that cares enough to fix its broken service, which I’m paying for. When that’s not the default, I’m gobsmacked, especially today.
          So I’m not going to be a picnic. I’m going to do what it takes to get the service I’m paying for. Every customer should. Every customer. Then they wouldn’t get away with this.

        • Jeff,

          My power has been out for several days before. Several times, in fact. Storms do knock out our power quite frequently. Do I get a refund? No. Is it the power company’s fault? No.

          And I, too, have had to wait for the cable company. I have had several problems with my television service (through Time Warner). My wait time was two weeks to get a tech to my house. Like you, I argued my point and, like you, I got someone there sooner. Did I have to give up a day? Yes, I did. I took the day off from work. And I didn’t even get fired!

          What I didn’t do was throw a temper tantrum on the Internet. And I didn’t go looking at commenter’s IP addresses or websites to see what I could use against them (that was really low, Jeff). You even looked ME up. Why? Because a Cablevision employee’s opinion is less valid than mine? Or would my opinion be less valid if I were a school teacher or a construction worker? Or were you just trying to determine whether I was a VIP. (I am not).

          You should take your own advice: Your readers are your customers. You should listen to all of them — not just the ones you agree with. And you don’t need to know who they are before you take them seriously.

          Thanks for responding. I do hope you reconsider what you’ve written with a more level head.

          As for my having the facts confused, if they offered you a service call in three days and then shortened it to the next day, why would you have written this in the first place? You are clearly not being honest here.

        • Why should you have to take a day off work? I simply say that’s unacceptable.

          If a storm devastates power all around, yes, the limits of what’s possible change. But when a device on my street – that they said would affect others – breaks, that is the cable company’s responsibility.

          I looked you up to find out who you are because I was interested. You and I both worked for papers. I mention that. What’s the harm? I’m glad you, unlike others, puts your real name and link and I like getting a better sense of some of the commenters here when that’s possible. It’s like asking at a cocktail party, so, what do you do? It’s not exactly violating privacy. You have a blog with your bio on it, as do I.

          We simply disagree, Dan. I don’t find it acceptable to give the cable company a full day or days to fix their system when it breaks. You do. There we split. I think customers should demand better service and I think we should share how we do it to pressure them to give better service (indeed, today, I talked with an entrepreneur-friend who’s working on a company to do that). I think that the smart companies – like the ones who did respond to me (other than Cablevision) – are following the Amazon and Zappos example to recognize that customer service is the new advertising. And you know what it got them? A friend and a new customer.


        • Jeff,

          There’s no harm in looking me up. I freely gave you the information. Not everyone did so, but you looked into their IPs anyway.

          Do you know why they schedule for a full day? Because sometimes they just don’t know what they’re going to find. If they schedule a job an hour and then get stuck at a three-hour job, Jeff gets even more mad they aren’t there at exactly 10 a.m. like they promised. Yes, it’s an inconvenience. But when it comes to ANYTHING like this, there are no guarantees. Haven’t you ever had your car fixed? Sometimes it’s done at 5. Sometimes it’s done in three days. Sometimes it’s done in an hour, but they don’t call you until 4:30. Have you brought in a computer for a repair? Ordered a pizza? Why should you have to wait an hour and a half for a pizza, right? Well, sometimes people are just busy.

          Just slow down, man. It isn’t the end of the world.

          I’ll bid you a good night, but please recognize that you did not address my question from the above post concerning why you would’ve written this if you were promised service the next day.

        • Dan,
          I’ve thought about what you said in my comments overnight and you’re right: I left out a salient fact in the offer of the all-day, next-day service scheduling.
          We still disagree about acceptable service from the cable company and acceptable treatment. I believe we need an SLA and the default cannot be three days. We’ve established we disagree there.
          But you’re right when you say that you deserved to know more to judge my stand. At the time, I thought it was an overload of information. I was wrong.
          I’m not going to go as far as you want me to in accepting Cablevision’s level of service. You’re also not going to think I’m a sweetheart. We disagree about that. But I took what you said to heart.

        • James H

          The power company analogy is inapposite. Keep in mind the power company bills you for power used. Presumably, this means that when power is down and you are not using it, you are not billed for that time.

        • Kevin

          These service windows have to stop. I took off work this morning for a termite inspection, service window of 8-10 (Their saturdays were booked for a month and my bond, according the the rep who called Friday, expires this week). I called THEM at 8am to confirm I was on their morning list (they hadn’t confirmed the day before, as they had promised). I waited from 8-10 for a service rep to come. Nothing. I called back at 10:15. Was put on hold while she called the technician. Then she comes back telling me I wasn’t on his list. “But I confirmed this morning,” I say. She tells me “Yes sir, you’re on OUR list here, just not on the technician’s list. Can we reschedule for tomorrow?” I tell her I already took off work for one morning, and won’t be doing it again. She reminds me my termite bond will expire if they don’t inspect the home this week, and I’ll have to repurchase for $550 (plus the cost of a new inspection). It’s criminal. Then this afternoon I notice DishTV charging me double for equipment and service I don’t have and have called to remove twice since January. An hour on the hold to resolve. Again.

          What the hell is going on around here???

        • Just wait. A commenter will take the termites’ side.

        • If I must. Here’s the deal: if you want 5 9’s reliability and instant repair, you can buy business-grade service, but you’ll pay a premium for it. Since you’ve chosen not to do that (I assume, correct me if I’m wrong,) you have to put up with a certain amount of inconvenience.

          Personally, I’d like you to go with VZ because I wrote some of the code in their gear. But either way, you’re probably on-line by now.

        • Amen.

        • I made it clear that I had a fit… except when I laughed when the guy talked about VIPs. I pay for the service and didn’t get it. Eric, I don’t see what’s so hard for you to understand about this. Do you often pay for things and not get them and then say, ok, thanks, I deserved that? I have a right to get what I pay for. Period. If you’ll take less, well, that’s your problem. But your problem isn’t about cable. You just look for another excuse to attack me. We’ve seen this before, Eric. Many times. Many. I get it. Why do you come back? Oh, you’re a glutton for punishment. That’s why you defend cable companies.

      • Eric Gauvin

        And what is publishing an ip address supposed to prove…?

        • Well, Eric, Cablevision can track it to the desk.

    • Andrew

      On what planet is this you are referring to, where someone pays for a service and your providing it is a favor??!??!

      Seriously, if i owned a service and my employees thought this way, let alone voiced this on the internet, I would go absolutely ballistic.

      • Charles

        What a ridiculous comment. There is no way that guy works for Cablevision. And if he does, I bet he wont for long.


    • This seems merely a provocative ruse; only Detroit could have fostered such actual incompetence.

    • “We do you a favor by giving you service. It’s not the other way around.”

      Oh… my… good… god!

      Someone really doesn’t understand the power of the online consumer and the blog, do they…

    • Barrett

      “We do you a favor by giving you service.”

      An instant classic!

    • Serge

      Did a Cablevision employee really use a company database to look up information about someone’s account and post information about it publicly on a blog? I don’t know how you do things down in the States, but up here in Canada we call that illegal.

      (What an IP address “proves”, Eric Gauvin, is to narrow down who it is that made the illegal posting — i.e. a computer using at 4:15 pm on July 22. That probably doesn’t identify exactly who it is, but it’s another fingerprint.)

      • Eric Gauvin

        Yes. I understand, Serge, how an ip address can be used to identify a device, but what good would it do to threateningly post in on a blog?

    • James H

      Assuming this person is a Cablevision employee, this person has certainly breached confidentiality policies.

  • JHZ


    Just… wow.

    I’m very grateful to that guy on the street earlier today who did me the favor of giving me a pretzel after I gave him some money. That was nice of him.

  • Wow. If that’s really a Cablevision rep, that’s a company with a rather sour/toxic corporate culture with no respect for customer privacy and an inability to recognize what the Internet is and how important it has become. And adding: “We do you a favor by giving you service?” That’s appalling. It’s so bad I find it a little hard to believe that really is a Cablevision rep.

  • Alexandra

    I’m just in awe of the fact that some Cablevision exec didn’t appear to step in to fix and diffuse this. That alone speaks volumes.

  • Alexandra

    And I don’t mean that in a way that’s flattering to Cablevision…

  • Lyle

    If tinzliestaabaa is the person who dealt with you Jeff then he/she has got to be the most ignorant person I have ever come across online. Incredible! A VIP policy stinks. These companies spend tons of money to buy off politicians and gain monopoly rights and then treat people very poorly because people have so little alternatives available.

  • Does Cablevision not have the tape of this original conversation? Would be worth a listen, or were they not recording?

    BTW, this type of corporate silliness isn’t confined to Cablevision. Yesterday afternoon Bell Canada left me a message to call “before 5”. No explanation. No nothing. I call and they inform me they are disabling long distance for me because of “unusual calling” to Italy and Croatia. My fiancee is currently there, so I’ve been calling her this month, I say. That’s fine, please pay your bill right now and we’ll reopen the line. I say WTF? My bill is not overdue and I’ll pay the new bill when it arrives, like I always do. No dice. Credit card or Western union now or no LD. I say no, and as soon as I get home, I’m no longer a Bell customer. “Fine” the CSR says. I take a deep breath and ask for a manager who listens and then reinstates my LD. Lower level CSRs are bound to do what the computer tells them to do. Nothing more. Not empowered at all.

  • Most service companies have VIP lists, btw. Reporters and newspaper columnists are often high on their lists. It’s smart PR. The last thing most companies want is someone with a public pulpit to smash them over the head with (or in this case, launch what has happened here). But those companies are usually smart enough to tell their employees not to let that particular secret out because such a list – while good for public relations and protecting the company’s overall image – is unfair customer service.

  • This guy (tinzliestaabaa) can’t be for real… if he is, it explains why I switched o Verizon FiOS as soon as it became available in my building. I even lost a couple of hundreds of dollars making this switch, just to get away from the hideous service…

    “Internet connection is not a utility that you need to live”
    – what about the millions who work from home?!
    – if you don’t think it’s an essential utility you are in the wrong business. Go work in something you believe in.

    “I got a copy of your work ticket and you refused a next day appointment because you didn’t want to wait for a tech. You wanted a smaller window.”
    – people have lives to live and errands to run a 6 or even 4 hours window is unacceptable in the era of computers, GPS and smart phones… check out ZipCar, Zappos and FedEx for examples how service can become more effective using technology- all it takes is for companies decide to care about it.

    “And you are NOT a VIP. I’ve seen your account and you don’t even pay your bill on time.”
    – are you serious about exposing your company’s records like that? does anyone with no evident judgment or customer service training has access to private Cablevision customer related information? What’s next you’ll wait infront of Jeff’s house and whip him with your cables?!
    – what the hell is a VIP?! ALL CUSTOMERS ARE VIP! if they don’t pay fine them or get rid of them but until then they are VIP…

    “We do you a favor by giving you service. It’s not the other way around.”
    – this is the best line ever written bout customer service (=marketing) . precious.
    -I’ve heard the rumors that America is becoming socialistic… I didn’t know it gone that far…

    Thanks “tinzliestaabaa” or “the_fake_tinzliestaabaa” (Jeff, are you sure you didn’t plant this one just to boil our blood?) you just made my day… I’m so glad I left Cablevision when I did.

  • Kevin

    Seriously. A commenter with an IP address from Arrow Terminators. The best part is that their tagline is “Beyond the Call.” That’s rich. Besides, how can I trust they’ll find my termites if they can’t even find my service appointment?

  • Kevin

    Seriously. A commenter with an IP address from Arrow Terminators. The best part is that their tagline is “Beyond the Call.” That’s rich. How can I trust they’ll find my termites if they can’t even find my service appointment?

  • Patrick

    Thanks, Jeff, for giving voice to a too frequent pattern of insult and abuse. The people who disagree with you here seem to do so because you (an intellectual) reasonably demanded service from a blue caller phone operator and service technician. The culture wars return, all logic be damned. Low standards and low work ethic will be left behind as the currency of knowledge grows. Pity the guy who doesn’t do his job instead of the guy ripped off? Wow!

  • I’ll betcha you you’re on Dell’s VIP list. Is that a bad thing?

  • BTW, your comment threading isn’t working right.

  • Ronna

    Why can’t they call you when they’re on their way? That takes into consideration delays and calls taking less time than scheduled. Who, in this day and age, can afford to wait at home an entire day for their cable repair guy? It’s ridiculous!

  • Jeff,
    I really appreciate that you took the time to listen, and that you have the guts to admit your mistake. That is a testament to your character. In my mind, this conversation points out some of the dangers of instant publishing: One should never publish in anger.
    One more word of advice: You get more flies with honey.

    • Dan,
      And I thank you. I’m writing a post following up shortly. I will email you when it’s up.

  • Kevin

    I’m having a mild problem with my remote. I called their local office, was sent immediately to a voice-mail menu but there are no choices for “I’d like to speak with a human being”. If I want to sign up for more services, fine. If I want to connect or disconnect, there’s a choice for that. If I want to schedule an appointment for an installation, terrific.

    Nothing for tech support though.

    So I tried logging onto

    The site won’t load.

    Moral of the story? Appears to be, “We’ll only communicate with you by phone or e-mail if you want to buy something from us. Otherwise, you have to drive in to our office and speak to us personally.”

  • James H

    I know they schedule these long windows because they’re never sure how long a given job will take. Which is fair enough. Here’s a way to abrogate that. What if the cable company sets up a bot that notifies you when the technician is on his way to repair your connection. So instead of sitting around home from 9 a.m. to 3 p.m., you know to be ready to go home (or make arrangements) sometime in that window. When the technician is on his way to your job, you recieve notification via email, text message, phone or Twitter that the tech is on his way and will be there at a certain estimated time.

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  • Jackie

    Amazing… I just wandered into this post after googling “Cablevision phone service sucks”. I am a Cablevision customer in Brooklyn NY and CV has been my provider for several years now. My CV phone/internet service has been steadily deteriorating since January. We are on our third modem ( which is probably not the problem). The last tech out told my brother who stayed to wait for service, that the problem was most likely due to a floor fan that was plugged into an electrical outlet near my phone jack – folks you can’t make this stuff up!! Then he said there was a problem with the phone wire that CV installed not me. He said we must’ve run the wire wrong. Hello! – when we had opted for the triple play and got rid of my RELIABLE phone service provider -CV ran the wiring and installed the modem not me. Sensing this tech did not know his a** from his elbow, my brother asked him to leave.
    Appt time after this call three days. My neighbor had Verizon for quite awhile and suffered weeks without phone service – Verizon techs were out there four days straight – several at a time and they still could not fix the problem. Sooo my neighbor got CV and it took then two more days – hours on end working on the problem to get his phone up and running. Of late he is experiencing the same CV phone outages as us- we are not in connected buildings either. We had ATT&T ( and NY TEL)for a LONG time before the cable scene – over 30 years with no phone problems – now it’s a daily issue. Thanks for letting me vent.

    • Charles

      Jackie that sounds just awful! I do see a really big problem with quality control in these parts. I noticed a difference from the way cable is run down south when I moved to the tri-state area 3 years ago. Down south you would not see cable wires swinging around in the wind, they are all secured to the house, and any splitters used outside were well protected form the weather so that you don’t lose service every time it rains. I lived in the lightning capital for years and had reliable cable service. Up here it’s like a way of life that your cable goes out when it rains or there is the slightest breeze! Strolling through my nieghboorhood I see cables ran over roofs, through windows, and all sorts of horrors. I like Cablevision and would not use anyone else, but the quality control has got to get better. I’m so sorry, for you and I hope your service get’s better.

  • Charles

    Sorry that your internet was out Jeff, but I don’t see where you have a valid complaint. There is no company in existence that can have an unlimited supply of technicians on call all the time. Not at what I’m willing to pay anyway! Sometimes you can get someone out right away, sometimes you can’t. Managing resources like this requires a bit of projecting into the future and it’s not a perfect science.

    Cablevision offers a service level agreement if you are willing to pay more for it, and then you will be treated like a real VIP. If you are unsatisfied because you want a service that you don’t want to pay for then I don’t know what to say to you. I do feel sorry for the phone representatives that have to deal with you. I’ve never had anything but efficient and courteous service, and I’ve had situations where they’ve bend over backwards to get me out of jams. But then again I don’t attack the people on the phone who are trying to help me.

    I’m thankful for companies like AT&T and Verizon. Even though I will never use either, they keep the local cable companies honest and on their toes. The whole monopoly complaint is kind of a stretch through. Yes, Cablevision may be the only one to deliver fast speeds at the price you want, but having the most desirable service doesn’t may one a monopoly. You can join AT&T and get a fraction of the service and reliability, or sign up for Verizon when they finish tearing up the infrastructure in your neighborhood and charge you up the *** for it.


  • YJ

    Cablevision SUCKS!!
    When i moved apartments in Northern NJ i had to give up my satellite TV due to apartment policies and i had to upgrade my Cablevision package to a the “triple play”
    When i told the salesmen at Cablevision about the offer Verizon was giving me (and everyone else at the apt. complex: $150 Cash back, etc) he said he would throw in a free TV package for me.
    Well, guess what?.. the catch was that the TV package was only “free” for a month.
    Of course he never told me that.
    I called Cablevision to complain about it and i was told to send in the documented Verizon offer to some address in Long Island.
    I gathered all printed Verizon offers and mailed them with all my information..and guess what?.. Nothing happened, i am still being charged the for the “Free” TV package.
    Cablevision salesmen are nothing but a bunch of dishonest scumbags, and i would rather have no TV than give them any of my more of money.
    Tomorrow i will be handing back my DVR and cancelling both my Cablevision TV and VoIP telephone services, which is basically useless since i use Skype.

  • mike

    Cablevision cant handle the customers they have, those of us with poor connections, the way they fix it is to steal a connection from your neighbor who ends up with poor service until s/he complains then it moves to someone else. Fight back against this monopoly and move to Fios. I am changing my service tomorrow.

    cablevision should care but they dont, i spend $250 a month on service, which is way above normal, yet i cant even get a decent signal to my house, yet we all pay for the Dolans fines each time they land their noisy helicopter in woodbury and Bethpage. I heard its a $500 fine each time they land. must be good ripping people off

  • Pete
  • Eric

    Scripps and Cablevision,
    We want HGTV and particularly Food Network. We have zero to do with your negotiations and it is an outrage that you would even consider involving the customers in any way. Pulling these and any other channels off the air is also an outrage and is unacceptable in any view. We are being over charged for our cable TV, Internet, and phone service as a whole. We have no recourse and are being held hostage here. The fees stated in the cable advertisements are false and misleading. We pay in excess of 250.00 per month for these services and have for a long time. The internet connection is not even close to the stated speed 90% of the time or better. The fact that you are even hinting at the fact that we should be involved in the process of negotiations and or pulling important channels is an outrage and further affirms the true inappropriate position of the cable TV system as a whole.

  • If I must. Here’s the deal: if you want 5 9’s reliability and instant repair, you can buy business-grade service, but you’ll pay a premium for it. Since you’ve chosen not to do that (I assume, correct me if I’m wrong,) you have to put up with a certain amount of inconvenience.

  • The power company analogy is inapposite. Keep in mind the power company bills you for power used. Presumably, this means that when power is down and you are not using it, you are not billed for that time.

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  • I Hate Cable Vision

    I hate cablevision, I will surely begin migrating away from their service. This is not the 1st outage they stuck their head in the sand on. No email for almost a day now, still no info on the website, no phone communication, nothing, can’t get thorough & if you do nothing but hold is what you get. Furthermore, what is questionable is nothing about this on any New Jersey local news, New 12 etc., even regional news remains silent on this Major Cablevision Outage!!! Really makes me wonder. It goes to show who controls who.

  • jim

    dumped cablevison got VERIZON FIOS..what a sharing signal FIOS kicks cablevisions butt

  • Thanks lots, I’ve found this article extremely nice!

  • Andrew

    Working in the TV service industry for years now I know, unfortunately technical issues come up now and then. However, the difference between companies comes down to how the issue is handled and what procedures are in place to assist the customer. It makes me glad that I work for DISH Network, a company that constantly strives to improve its customer experience. I can’t say that DISH is perfect (what company is?) but every effort is made. And it shows too, last year DISH was ranked highest in overall customer satisfaction among cable and satellite TV providers in the ACSI survey.

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  • Kevin Mc

    HATE HATE HATE Cablevision, signal is lousy, to understand their pricing schema you need an advanced degree in abstract theory, our internet speed is no where close to the speed I pay for but the cherry on the cake? Are you ready….I couldn’t make this up – we live in Stamford & our neighbor John constantly busts my chops about my utter disdain for CV, for years John has claimed his monthly CV bill was 109. and some change, this I’ve always said was BS as there was no way on earth his bill was lower than ours, we both have triple play (we do not have a land line in the house- period – just took the triple deal because it was cost efficient to do so) he has 4 boxes & just about every channel available – we only have 2 boxes and expanded basic + HBO we pay 175. I finally told told him to put up or shut up & he did, he brought over his latest CV statement and one from 18 months ago – they were exactly as he said. I was F***ing livid, two day later I called CV customer service with leverage and hate foremost in mind, after being passed around I ended up with “Charles” who I spent the next 3 hours going round and round about my bill and that of my neighbors – I never disclosed John address or account number but did go line by line comparing John statement to ours. Once Chucky realized i wasn’t full of shit or easily duped & confused with his super confusing verbiage & never ending hyperbole took the stance of “unless your neighbor will get on the phone with us, I’m not going to discuss this fabricated billing” really? I explained I couldn’t unlearn what I’ve looked at for two days, there was no way I could make up the CV product service codes (they were different from ours) & just because you don’t like what I’ve said doesn’t mean I’m lying. Ultimately nothing changed I wasn’t going to launch my neighbor under the bus so the saga continues, It must be great being the only game in town but sooner or later (probably very later) someone will give us another option & we will leave in droves. In closing, a great big up yours to CV we hate you.

  • Lothar Bob McKenna

    This is in response to the message right below my response.

    I would love to discuss it further but today your “help” lost me some of my favorite channels and I am afraid if anyone “helps” me any more they will take away what few channels you have left me. If by any chance you think me or anyone reading this believes that you had no choice but to take away some of the few channels I had on Basic to discount me ten bucks I think you have underestimated many things including my intelligence. I don’t think anyone actually believes you could not have given ten bucks off without removing tvland and some other channels that mainly appeal to seniors. You know seniors watch those channels and you had to know it would hurt me further by taking them away. I am happy to get the ten dollar discount on tv but I think it would have been very very possible to give up the ten bucks without make a senior, who has been with you for more than 20 years, reduced to watching even less channels than the already meager Basic. You reduced my service to a level you don’t even advertise. You did this for $10???

    Optimum Good Evening Lothar. We certainly understand that there is a need to keep the cost of service at a rate you are comfortable with. The discounts available in your area have been negotiated between Cablevision and your area as part of a franchise agreement. Should you have any other questions or concerns about this, feel free to reach out to us. We would be happy to discuss this further with you.