Cable TV Companies Striving To End Bad Reputations. By Rick Rahim
While many cable TV companies have had some success acquiring new customers with specialized bundles of services, most are still struggling with a reputation for poor customer service.
Big cable companies like Time Warner and Comcast are making an effort to improve their customer service experiences, such as having to wait all day for the cable guy. But many Wall Street analysts say it won't be an easy thing to turn around.
Cable customer service woes have turned out to be a huge selling point for satellite TV services DISH Network and DirecTV. "Satellite leads because they place so much emphasis on customer care," said Tuna Amobi, an analyst at Standard & Poor's.
Annual surveys by J.D. Power and Associates show satellite TV service providers DirecTV Group Inc. and EchoStar Communications Corp. have a significant lead over cable providers in overall customer satisfaction.
One of the most popular videos on YouTube recently was of a Comcast technician caught sleeping on a customer's couch as he waited more than an hour for his office to verify the installation.
Rick Rahim is the President of the Online Business Bureau.