I've been complaining about the lack of info since I first joined AVS and very little has changed over the years.
Originally Posted by vegggas
No Argument there. There is information available, but it is sometimes not easily available to customers. Now, what would you do differently to get information to 6 million customers?
One thing I wouldn't do is announce Rovi and Trio without some kind of timeframe for each market and I'd make sure the latest info is displayed prominently on the home page for each market, under something like a News/Coming Events menu option. They announced Passport way back in 2008, maybe even 2007, and it's still not here.
Have you ever read your bill and inserts? I see all of this type of information stuffed into my bill every month! This is where I get a lot of my information regarding upcoming channel additions and new features. I'm not sure of your local area, but in Las Vegas we have a Cox VP who makes commercials that are aired on all of the local channels, and many cable channels too. We also have a local channel here (Cox 96) that has local programming from cox, along with tutorials and Cox news (and Padre games
). They also have a start up channel, ch 100, that has mostly text based upcoming news, tutorials, and other information, etc. San Diego users are actually forced to go to that channel with the New IPG for the next several weeks. There is also On Demand, that has a WEALTH of information, tutorials, and demos of products and services and explanations of many of the things you are looking for.
We have no such channel here that I've ever found. We have Cox Channel 7, but that is filled with infomercials, etc. We have Cox Channel 999, but that just mentions upcoming PPV events. I've never seen anything in On Demand relating to coming changes like Rovi, Trio, etc. I read my bill all the time and there is just nothing there. Sure, they tell you the price of the DVR is going down while the price of service is going up, but that is usually the month it happens.
There are a long list of commercials that have been aired about a New Generation of Cox, describing upcoming changes to the service and new features and functions that are coming to customers. As mentioned before, we have many local commercials that are created and aired locally. These commercials are straight person to person talks explaining upcoming changes and how they will affect the community.
They've run those national commercials for years and we don't get any local commercials like those you are talking about. I subscribed to Cox on Facebook and Twitter, even asked a couple of questions with absolutely no response. One Cox rep even jumped into our local forums and hasn't been heard from since. It's unbelievably sad here, it really is. This forum and a few PMs are my only source of info.
A CS rep is a CS rep, is a CS rep. They all read from a script. If they were technically inclined and had more of a notion to learn more about cable systems, they would probably not be in CS anymore...
Can't argue with that, but that doesn't help the customer much.
Now, I ask, What Exact problems are YOU SPECIFICALLY having with your NEW ROVI IPG right now that we, the AVS community, can help you with? If you don't have it yet, there is nothing to do to prepare for it, or complain about, until after you get it.
Don't have it yet, but it sure is within our rights to complain about the lack of info. Why can't they provide info on how the roll-out is going in other markets and keep us posted on when to expect the changes to start showing up here? We see the national PR saying they want to have Trio out to all markets by the end of the year, but if you look at Cox-Phoenix website, you will not see any info that relates specifically to Phoenix and what is happening here. The latest info posted is the Trio announcement late last month, and then you have to go to About Us/Newsroom to even find that. I would have it prominently displayed on the main page with info detailing how and when it's going to affect Phoenix. A national PR that states "2nd quarter" and "end of year" are simply not enough IMHO.
Granted, most customers don't know and don't care, but some of us do. Why don't they have a presense here explaining what is coming, etc.? You can bet that if there were 2 cableco's directly competing, there would be more definitive info available. However, the quasi-monopoly allows them to be tight-lipped and that's just poor customer service no matter how you look at it.