Happy Birthday Michael's Insight

It's been a year this week since I started writing this blog.  Admittedly, I was forewarned by friends that the blogosphere could be a pretty tough place and that certainly has proven out to be true.  During the past year, the subjects that encouraged the most reaction from readers were network management, consumption billing, broadband caps, and a-la-carte video. 

On this first anniversary of Michael's Insight, I thought it would be interesting to review some of the more colorful reader comments that have been posted so, here it goes... 

• You and all of your peers are full of the smelly stuff

• I would love to be able to pay for and download Blu-Ray movies. But, since no one is selling them this way I download them for free.

• Michael, when you say things like this:  "But, it makes me wonder why P2P enthusiasts invest so much time and money...."  It makes it so obvious how "old media" you are. 

• Michael is an executive.  When he goes into his business meetings with other executives, he goes in there to discuss what will benefit the company.  NOT THE CONSUMER.  Don't let him fool you.

• Your way of thinking is flawed and self deprecating.

• Michael, you are either lying when you state caps are needed or really have no clue about how your company actually works.

• ANYTHING can be tested.  I could go throw a pig off the roof to see if it sprouts wings and flies, but it won't.

• This is a sign of the content creators being behind the times when it comes to providing access to movies and music to the public. Thus, people find avenues to do this illegally.  When this many people break the law, it's not a legal issue.  It's a public protest.

• Re-runs, trashy reality shows, and constantly repeated recent hit movies?  This is the "rich, diverse content" available on cable networks?  Puh-lease.  Gimme a break! 

• When I watched an Insight commercial, I thought you were really just an actor, but no, it's really you!  Really?  Can I pinch you?

• If advertisers want my viewership, give me commercials that don't suck.  Make me laugh or show me something interesting, and don't show it to me 500 times.  Otherwise, you can pry my fast forward and mute buttons from my cold, dead hands. 

• This (Verizon's phone plan to offer a package with no outbound calling) is an awesome idea!!!  Everytime my mother-in-law called I'd say, "I'll call you back as soon as I can".

• So, no, I don't believe music piracy is the same as "walking into a music store and stealing a CD".

• In your post from last May titled "Cable A-La-Carte - A Great Idea, or Is It?" you say the reason you oppose a la carte is that it will dumb down television.  Too late, Michael. You've already done that.

• Thanks for the great offerings and the vastly improved customer service.  Now if you could just lower those prices!

• My power has been out for over 25 hours now.  My cable is lower priority for me.  I want to take a hot shower.

• Micheal is one of the most annoying people I've ever seen.  The best thing he could do for the customer is keep quiet.  He loves to blow his own horn though.

I hope this blog has been interesting and thought provoking.  From my point of view, I have learned a great deal about what people are thinking of our services and policies.  I often share readers' thoughts with the Insight management team and industry policymakers when we discuss policy and new products.  I hope you realize the extent which your comments have become an important ingredient in our thinking.

Thanks for your readership and your input.  And here's to another year of open communications!

Comments

[Rebecca Rachmany]

You've done extraordinarily well if those are the worst comments you got on your blog. Thanks to you for a year of insight! No question it's one of the top blogs in the industry.

[sineswiper]

Ha! I can spot a few of my comments on there. I post here too much :)

Anyway, thanks for the blog. It's a good step forward to see corporations have a more public face to their customers.

[Dave]

Congratulations to you Michael for continuing your blogging efforts for one year; to serve your community as a business leader! I did glance over some of the more colorful remarks/blogs with surprise. I’m surprised you still blog! Seriously, I appreciate your efforts. Most CEOs are on the verge of insanity ;). I recently switched from DirecTV to Insight’s triple play services. Overall, not bad, however, the DirecTV experience thus far has been a better one. Here are the reasons why.

1) The set top boxes that DirecTV deploy – so much better. I speaking of the DVR HD box they (DirecTV) have vs. Insight’s box.
2) The menu on DirecTV is much cleaner. HD channels are with the non – HD counterparts – so no need to scroll or enter 900 to begin the HD hunt. In addition, the DVR has the same program in a folder. So if I recorded Blue’s Clues on a DVR from DirecTV I see the folder Blue’s Clues with more than one recording inside the folder vs. seeing each recorded episode and the need to scroll through each one. Recording programs too is much cleaner and simple (or more so) to do on the DirecTV box, really one touch recording. Fast Forwarding or rewinding is also better on the DirecTV box, which it will back up 30 seconds or so to compensate for our inability to stop right when the program starts or when you want it to start. Search also is very easy and more efficient on the DirecTV box. On demand is also cleaner as it is one user interface for all on demand titles. I still can’t see how I can find Top Gear (BBC) on demand on Insight’s Cable.

I can go on and on about the ease of use of the DirecTv and the cumbersome menus and design layout of Insight’s menus, etc. Do you see needs for improvement regarding overall menu layout, DVR, and On Demand services? If anyone else notices this please include your comments.

Thank you,
Dave

[Dave]

Here is the URL for the PACE HD DVR - http://www.pace.com/corporate/products/productDetails.asp?nav=products&productID=DCABLE-TDC787X%20Aspen that Insight provides. This is an inferior product to the DirecTV HD DVR H2x series shown here http://www.directv.com/learn/pdf/System_Manuals/DIRECTV/DTV_HD_DVR_ComboGuide.pdf

Any chnce Insight could improve their head end and set top equipment to at least match DirecTVs?

Thank you,

Dave

[Adam Blevins]

Michael,

I visited your blog today because a Customer Service Rep told me you checked it for suggestions and ideas, but I don't see a place to plainly post "Suggestions & Ideas".

Here are mine; I'm sorry if this is the wrong section of the site to list them. I am not trying to cyber-clutter.

I would like to add that I was a DirectTV customer for over 10 years and switched to cable last year, mainly for the On-Demand feature, which we now use extensively. In doing so, I have some suggestions that I would enjoy, and I suppose other customers would as well.

1. Create a section on your blog for "Service Ideas & Suggestions for Improvement".

2. Regarding Movies On-Demand: Add a "Maybe" option, or shopping cart, to enable earmarking a potential program while reviewing the plethora of program options. This would allow you to make a selection from within only the programs you have earmarked and eliminate reviewing 10 movies only to forget which you liked most in the process.

3. Regarding Music On-Demand: I love this option! Good idea. The only thing keeping it from being a GREAT idea: Missing Playlist Option. A Playlist option would eliminate the need to monitor the television to turn on the next show due to the short length of the music programs.

My two cents,
Adam