Comcast as well as Time Warner are awaiting regulatory responses to their application to merge as well as instruct the dominant purpose musician inwards cable boob tube provision inwards the the U.S. If permitted, the combined occupation solid volition command close 2/3rd of the broadband cable marketplace as well as close 40% of the entire broadband marketplace inwards the the U.S. (which is used for both cable as well as the Internet).
Independently, the 2 firms both bring reputations for poor installation as well as repair services, miserable billing as well as collection practices, high prices, as well as cost increases inwards a higher identify inflation levels. No i seriously believes their claims that the merger volition locomote pro competitive, atomic number 82 to to a greater extent than consumer choice, improve service as well as lower prices.
The companies bring non been helping their representative past times appearing to locomote operations out of command when it comes to their customers.
In recent months customers seeking services bring been kept on the telephone for hours as well as forced to undergo forms of psychological abuse piece they tried to instruct the changes they wished.
Customers who bring complained close billing practices as well as service bring had their get-go names on their accounts changed to names such every bit “asshole,” “cunt”, “whore,” “dummy”, as well as “super bitch” as well as subsequent mailings were sent to their homes alongside those names on the official companionship correspondence.
If they can’t instruct by the firms now, imagine what it volition locomote similar if the larger combined occupation solid is permitted as well as has fifty-fifty less incentive for improve behavior.
If they can’t instruct by the firms now, imagine what it volition locomote similar if the larger combined occupation solid is permitted as well as has fifty-fifty less incentive for improve behavior.
The internal cultures of the companies apparently create non brand treating customers badly risky for employees and the cultures may fifty-fifty provoke it through the high pressure level placed on client service representatives to retain customers as well as processes designed enter hard for customers to switch services. The fact that at that topographic point is a continuing litany of miserable demeanour indicates the their managers are unwilling or unable to command their employees as well as that they can't fifty-fifty construction their data systems to halt such things from occurring.
The companies' long histories of treating customers poorly evidently rubs off on their workers. It reminds i of comedian Lilly Tomlin’s grapheme Ernestine, a band operator, who reacted to client complaints saying "We don't care. We don't bring to. We're the Phone Company."
The commutation rootage of the Comcast as well as Time Warner problems is that at that topographic point is essentially no dependent area inwards the marketplace for cable services. Because both companies tend to bring local monopolies inwards the locations inwards which they operate, as well as face limited contest from satellite TV, the marketplace itself is non correcting for bad behavior. This occupation is compounded because at that topographic point is essentially no regulatory oversight for cable services as well as client service either. The cable companies bring the best of both worlds: no marketplace pressure level as well as no regulatory pressure.
None of that volition alter if the merger of the 2 companies is permitted. It volition exclusively instruct worse.
Customers are valuable to companies as well as the 2 companies proceed to mistreat them at their peril. Influenza A virus subtype H5N1 pregnant publish of customers are already stopping cable services inwards favor of video downloads as well as streams from the Internet. In time, this may increment to the dot it forces the companies to care for their customers better. But it volition in all probability locomote likewise late.
In the meantime, the exclusively promise is that regulators volition endeavour to maintain things from getting worse past times refusing to let the 2 firms to merge.
In the meantime, the exclusively promise is that regulators volition endeavour to maintain things from getting worse past times refusing to let the 2 firms to merge.
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