Why I'm doing this

It's conventional wisdom. When it comes to communicating with the public, most companies take the safest path. They usually play their cards pretty close to their chest. I'm joining the blogsosphere to challenge that "wisdom."

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My pages

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Blogs I read

Broadband Reports
IP Democracy
The Bauminator
Blog Maverick
Multichannel News
Cable 360.net
CableTechTalk
BC Beat
Engadget HD

Comments policy

Comments are posted immediately. I review the comments and will remove those that are not germane to the topics being discussed on the blog. Individual customer issues will be removed if posted. If you have a specific issue with your Insight service that you have been unable to resolve, feel free to contact me at michaelwillner@insightbb.com.

We Like Our Customers!

Blogging and customer care

A few colleagues have asked me if writing this blog has exposed me to an onslaught of customer complaints.   They also wonder, if I have received some, how do I handle them. 

I'm pleased to report that, although there have been a few individual service-related comments posted, it has really only been a handful.

To begin this discussion, I thought I should highlight the recently-added message on the left side of this blog's main page regarding comments:

Continue reading "Blogging and customer care" »

Issue with the Motorola HD set-top box

Cypherstream read my post last week about the way we transmit HD signals and commented that:

QuoteThe only problem is the Motorola HD boxes convert everything to one specified resolution set in the obscure (power off, menu) screen. So you can only pick 480i, 480p, 720p, 1080i... not a combination of them.
...
I'd like to see MSO's push Motorola as hard as they can to release a firmware update that allows native HD resolution selection, without powering the box off.

Good point and I admit that this was the first I heard of this issue.  So I checked with Patrick, our Vice President of Engineering and Video Systems, and got the scoop. Here's what Patrick says:

Continue reading "Issue with the Motorola HD set-top box" »

Cable a Monopoly? Don't Make Me Laugh!

This is a story about a few dozen people who wake up in the morning and get ready to go to work, just like everyone else.  Specifically,these folks are responsible for the products and services that their company provides to its customers.  They work for Insight Communications.

Before they get to their desks, they've already checked out what's going on in their world.  How much of an installation discount is Dish offering?  Is DSL increasing their maximum speeds?  What kind of response is AT&T having to our unlimited long distance, feature-rich phone service?

Continue reading "Cable a Monopoly? Don't Make Me Laugh!" »

Human Contact Doesn't Cost Extra at Insight

According to recent articles on Broadband Reports and MSNBC, AT&T is planning to charge customers $5 to talk to a live billing representative, even if you're the victim of identity theft. Broadband Reports says

Quote

We mentioned in March that AT&T is prepped to start charging $5 in May if you want to talk to a live billing rep over the phone. MSNBC discovers the practice after an id theft victim (forced to close her checking account) was charged $2 for trying to pay AT&T in cash:

Payne objected to the "administrative charge" that was added to her bill but got no sympathy. Instead, she said, she was told she should consider herself lucky because the fee was about to go up to $5.

"We want our associates to spend their time helping customers as they are thinking about their wireless plans or looking at phones," AT&T spokesman Mark Siegel says.

You gotta be kidding me. Apparently, AT&T doesn't want

Continue reading "Human Contact Doesn't Cost Extra at Insight" »

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