(no subject)
Dec. 24th, 2012 07:29 pmA few years ago, I went totally legit on TV and movie access. I got it legally or not at all, and if that meant waiting until HBO shows arrived in DVDs at the library, and then 6 months of moving up the queue, so be it. I'm an adult with a good job and it's fair that I only watch shows on terms the creators have agreed to.
1.5 weeks ago, I signed up for cable tv, because it came free with the faster internet. Once I had the TV subscription, I was willing to $5 or $10 more to get HBO, because that would give me HBOGo, and HBO's entire back catalog, accessible from anywhere, was totally worth $10/month to me. Comcast countered with $20 for all the premium channels. At least, I think that's what I signed up for. Let's assume this set of mistakes were due to the representative's shaky grasp of English and a call center producing so much ambient noise I found it actively stressful. So that excuses the 20 minutes on that call and the semi-wasted 2 hour appointment that installed several (expensive) things I didn't want and didn't give me the things I did want, and gave me a package much more expensive than what was originally offered, with many fewer things, and cost $100 for the visit, which I never agreed to.
That go me access to on demand through my TV, assuming I was willing to tolerate their terrible interface, but not the channels or price I wanted. Let's take a moment to discuss how horrible this interface is. Switching between menus takes detectable seconds. I have to re-find the show I want every time I want to watch it. When I finish an episode of a TV show, it takes me to a list of things I've watched. It retains memory of what I have watched for a less than two days. It has commercials, both during the show and while I'm trying trying to browse. If I pause a show, it goes back to the browsing menu frightenlingly fast, which wouldn't be so bad if the browsing menu didn't contain ads. Ads with sounds. They have only a few episodes of most shows up at a time, which is horrible even before you know there's no saving or subscription, so I'd have to remember when shows were airing.
I spent another fourty five minutes on the phone arguing, and ended up with the installation fee waved, a cheaper plan that what I originally agreed to (without ALL the channels, but hey, cheaper). We'll see how that shows up in my next bill. But I still can't access HBOGo. They said let it reset over night, I called the next day and had another half hour conversation where I explained the problem to them and they completely failed to understand. They filed a tech support ticket. I think that was Thursday. Today, at 6:30 Christmas Eve, they called me back. As it turns out, I don't have plans, and I guess there are lots of people who don't celebrate Christmas. Nonetheless, it annoys me. It extra annoys me that we had to have a long protracted discussion in which they asked for nothing but repro steps (which I already gave them when I originally complained) and then said they'd call back in an hour. I'm waiting for that now.
So just to be clear, for 5 hours of my time, extremely frustrating hours that leave me tense and edgy afterwords, I got access to their g-dawful interface, with commercials, and I still don't have the hopefully better HBO interface. In the time it took me to do this, I could have pirated every show known to man. One could argue that I'd be doing all of us a favor if I just started pirating now, because it would save them the effort of troubleshooting.
So Comcast, the reason you are dying is not piracy, or even Netflix/Hulu/Amazon video. You are dying because your service is terrible.
1.5 weeks ago, I signed up for cable tv, because it came free with the faster internet. Once I had the TV subscription, I was willing to $5 or $10 more to get HBO, because that would give me HBOGo, and HBO's entire back catalog, accessible from anywhere, was totally worth $10/month to me. Comcast countered with $20 for all the premium channels. At least, I think that's what I signed up for. Let's assume this set of mistakes were due to the representative's shaky grasp of English and a call center producing so much ambient noise I found it actively stressful. So that excuses the 20 minutes on that call and the semi-wasted 2 hour appointment that installed several (expensive) things I didn't want and didn't give me the things I did want, and gave me a package much more expensive than what was originally offered, with many fewer things, and cost $100 for the visit, which I never agreed to.
That go me access to on demand through my TV, assuming I was willing to tolerate their terrible interface, but not the channels or price I wanted. Let's take a moment to discuss how horrible this interface is. Switching between menus takes detectable seconds. I have to re-find the show I want every time I want to watch it. When I finish an episode of a TV show, it takes me to a list of things I've watched. It retains memory of what I have watched for a less than two days. It has commercials, both during the show and while I'm trying trying to browse. If I pause a show, it goes back to the browsing menu frightenlingly fast, which wouldn't be so bad if the browsing menu didn't contain ads. Ads with sounds. They have only a few episodes of most shows up at a time, which is horrible even before you know there's no saving or subscription, so I'd have to remember when shows were airing.
I spent another fourty five minutes on the phone arguing, and ended up with the installation fee waved, a cheaper plan that what I originally agreed to (without ALL the channels, but hey, cheaper). We'll see how that shows up in my next bill. But I still can't access HBOGo. They said let it reset over night, I called the next day and had another half hour conversation where I explained the problem to them and they completely failed to understand. They filed a tech support ticket. I think that was Thursday. Today, at 6:30 Christmas Eve, they called me back. As it turns out, I don't have plans, and I guess there are lots of people who don't celebrate Christmas. Nonetheless, it annoys me. It extra annoys me that we had to have a long protracted discussion in which they asked for nothing but repro steps (which I already gave them when I originally complained) and then said they'd call back in an hour. I'm waiting for that now.
So just to be clear, for 5 hours of my time, extremely frustrating hours that leave me tense and edgy afterwords, I got access to their g-dawful interface, with commercials, and I still don't have the hopefully better HBO interface. In the time it took me to do this, I could have pirated every show known to man. One could argue that I'd be doing all of us a favor if I just started pirating now, because it would save them the effort of troubleshooting.
So Comcast, the reason you are dying is not piracy, or even Netflix/Hulu/Amazon video. You are dying because your service is terrible.