Cable Customers Are Cutting The Cord Because Of Bad Customer Service


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Much of the coverage surrounding the phenomenon of cord-cutting has focused on the cost savings of ditching cable. But some of the blame for all these fleeing customers has to be pinned on the cable industry’s notoriously bad customer service. After all, whenever we ask readers to nominate businesses for Worst Company In America, there are several names — Comcast, Time Warner Cable, DirecTV, Dish, Cox — that might as well be etched forever into the first-round brackets. Comcast even took home the Worst Company title back in 2010.

So it’s not surprising to us that when Ira Kalb, marketing professor at the Univ. of Southern California, wrote a piece for BusinessInsider about Time Warner Cable’s woes, that he chose to focus on TWC’s lack of customer service.
He points to the most recent American Customer Satisfaction Index numbers, where TWC was the third-lowest rated cable provider, behind only Charter and Comcast. In fact TWC’s score was the eighth-worst score of all companies, across all industries surveyed by ACSI.

Meanwhile, the company has been bleeding subscribers, losing 140,000 in the third quarter of 2012 alone, writes Kalb.
This comes as no surprise to any of us who have waited all day for an installer or "technician" (Be it a satellite or cable company) only to have nobody show up.

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