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yock
TFTC
Premium
join:2000-11-21
Miamisburg, OH
kudos:3
reply to FFH

Re: With large increase in customers, complaints #'s reasonable

said by FFH:

The deal increased their subscriber count from 350,000 to 1.9 million, which has had a very ugly impact on service quality in the city -- complaints tripling from a year earlier.
Doesn't sound so bad to me. The number of customers increases by 5.5 times, but the number of complaints only tripled.
The article seems to imply that they didn't sufficiently increase their customer service staffing, if at all. Perhaps the number itself is outpaced by the increase in subscribers (an over 6-fold increase in customers versus a 3-fold increase in complaints) but indications are that Time Warner really could have done better.
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bcunningh

join:2005-04-01
Seattle, WA

Maybe they're talking about a 3-fold increase in the complaints-to-subscribers ratio but the article doesn't make that clear.



yock
TFTC
Premium
join:2000-11-21
Miamisburg, OH
kudos:3

said by bcunningh:

Maybe they're talking about a 3-fold increase in the complaints-to-subscribers ratio but the article doesn't make that clear.
Indeed, but that seems less likely. Such math would be disingenuous to not specify.
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Laughter is the closest distance between two people. --Victor Borge