On 8/29/07, <b class="gmail_sendername">Jay R. Ashworth</b> <<a href="mailto:jra@baylink.com">jra@baylink.com</a>> wrote:<div><span class="gmail_quote"></span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Well, perhaps they need to put out an internal memo that says "please<br>don't tell customers incorrect things that will get us shut down by the<br>FCC".</blockquote><div><br>The response I received from the Customer Support supervisor really pissed me off. It was so different than any other interaction with Cox, that I was truly surprised.
<br><br>He started by rather pompously telling me the firewire ports were deactivated by a new software download to all set-top boxes. <br><br>Then, as we discussed the issue, he rambled a bit about:<br><ul><li>protecting the content of copyright holders
</li><li>that the USB and firewire ports being for Cox internal use only</li><li>my attachment of unauthorized devices to the box being a violation <br></li><li>that this was a "corporate" decision<br></li></ul>
</div>This supervisor was obviously not surprised by my call. He was aware, in advance, of the action being taken. While it did not appear that he was reading a script, he was prepared.<br><br>He seemed ill-prepared for my quotation of FCC regulations. At first he stumbled a bit, then he decided he was safe to hide under the corporate decision umbrella
<br><br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">> Well, I'm glad you have made progress with Cox. @#$%^&! Time Warner<br>
> Cable out here in Los Angeles cut off Firewire back in January. It<br>> seems that they're using the same coders. :-(<br><br>I gave Snider a heads up on the thread here; he says "please do have<br>people send me their reports on these problems, in detail; the FCC
<br>people get 'visibly angry' when they hear these things".<br><br>For whatever that's worth. :-)</blockquote><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<a href="mailto:jsnider@1394ta.org">jsnider@1394ta.org</a></blockquote><div><br>I do think that the fear of FCC reprisals is important. Obviously, my email campaign to Cox Communication executives and managers got attention. While they did not respond directly, I did get rapid responses from the manager who oversees all of California and from my local technical support team.
<br> </div>And for what it's worth, also, I concur with those people who say<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">"don't cancel your service if you propose to make a fuss; you'll lose
<br>standing"; they're probably right.<br><br></blockquote></div><br>I agree that I need to remain a customer for now. <br><br>However, if Cox was not responsive, my primary concern is to find a way to keep the MythTV system operational. I've invested a lot of money building the system and my family is really happy (and dependent) with the results.
<br><br>Additionally, from my experience as a business manager, I know the most powerful customers are those who are willing to vote with their dollars - and who have influence to motivate others to follow. In that vein, whenever I am unhappy as a customer, I get loud in a public forum, emphasize my long-term happy customer status, register my present unhappiness and threaten to take my business elsewhere. It is a very successful formula.
<br><br>I would strongly recommend this strategy for all of the Time Warner Cable customers in LA:<br><ul><li>Identify as many Time Warner Cable executives as possible. Specifically seek those who have regulatory compliance responsibility. The regulatory executives/managers are key. If the FCC lowers the hammer, these people could lose their jobs. You may need to make some telephone to identify the right contacts. Here is a starting point - this web page lists the three divisional presidents who oversee Southern California and provides an email address:
<a href="http://www.timewarnercable.com/SoCal/AboutUs/socalteam.html">http://www.timewarnercable.com/SoCal/AboutUs/socalteam.html</a><br></li><li>Make all of your initial contacts with Time Warner in writing. Emphasize your long-term customer status. Be courteous and professional. But be very specific about the FCC regulations (quote the CFR that I noted in my opening post) and their non-compliance. Do not threaten. Instead assume that some poorly informed person at some lower level in Time Warner has made a mistake and request their assistance to correct the situation.
<br></li><li>Find out who in the City of Los Angeles oversees the awarding of cable TV licenses. Never mind, here is a link to the minutes of their April 2007 meeting that shows all of the committee members from Google cache:
<a href="http://72.14.253.104/search?q=cache:w9sNKq1D5boJ:www.lacity.org/ita/bitcminutes/itabitcminutes23645228_04052007.pdf">http://72.14.253.104/search?q=cache:w9sNKq1D5boJ:www.lacity.org/ita/bitcminutes/itabitcminutes23645228_04052007.pdf
</a></li><li>Write to all of the above committee members. Explain the situation to them using the FCC regulations. Again be professional and courteous. Tell them that you have been unsuccessful in getting this resolved and request their assistance. Attach a copy of your correspondence to Time Warner from above.
</li><li>Write to the FCC as well. Attach copies of the correspondence with Time Warner and the city of LA. Ask them to investigate.</li></ul>Finally, find others and get them to do the same. Avoid form letters. Each person's correspondence needs to be unique. Boiler plate type correspondence from customers is an instant turn-off. It creates the appearance of manipulation by one or a small group - as opposed to a groundswell of individuals who are upset.
<br><br>Be persistent. You will succeed.<br><br>Good luck.<br><br>Tom<br>