FreeLists / az-observing / [AZ-Observing] Re: Cox Removes NASA Television

[Mike Cowen <mcowen@xxxxxxxxxxxxxx>]

Here's the real story and what to do about it...
Cox had a survey company randomly sample viewers, and NASA TV only 
showed a 3% viewership, so they dropped it. Well, duh! NASA TV has a 
select, but dedicated viewership, but that doesn't diminish its 
importance as a public service - especially in light of some of the 
other channels nobody would want to watch.

The customer (dis)service reps have been outright lying about it 
being "somebody else's decision" or some related variation. They even 
tried passing off some B.S. like it was NASA's decision to pull it, 
or they were going to make the NON-HD feed part of their HD lineup 
(Yeah, right...). Also, they have not been keeping score of how many 
customers have called to complain.

What to do:

Call Chris Simeroth at Cox (this is good for all AZ Cox franchises). 
His number is 623-466-7441 x8655 (it will answer as Cox's voice mail 
system. Ignore it, and dial the extension. This is the right number). 
He is on the Executive Resolution Team (a near secret group of top 
level "make it right with the furious customer" service representatives).

Be sure to mention:

- You don't want to watch NASA TV in a 2-inch window on your 
computer, and video-only customers aren't served by this non-alternative.

- Any lies told to you by Customer Service (and those individuals 
should be reprimanded, if not shot and/or fired).

- Nobody was keeping track of how many customers were calling to 
complain (thereby fraudulently lowering the negative response).

- How clueless and helpless the Customer Service reps were. Three 
weeks later, most still don't even know NASA TV was dropped, or why.

- Ask about the flawed polling method used, and how NASA's numbers 
stack up against other channels with low viewership.

- Also request to be put on the list to chat with Steve Rizley 
(General Manager).

- Follow up by writing Mr. Rizley directly (It can't hurt).

Chris is a stand up guy, so please don't take it out on him 
personally when expressing your outrage over this. He will note your 
comments and directly pass them along to the people who need to know. 
Feel free to fully speak your mind, just be civil.

It took a lot of work to get this info. PLEASE pass it along to EVERY 
Cox Digital subscriber you know, and ask them to call. Even if they 
don't watch NASA TV, they can still ask for it! I want to FLOOD them 
with feedback on this decision.

Thanks,
Mike


---------------------------------------------------------------
   Mike Cowen      Practice random acts of kindness
                               and selfless acts of beauty.
  mcowen@xxxxxxxxxxxxxx            -Anonymous



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