said by KrK:
Oh, and I'm quite positive the vast majority of people would NOT want to speak to a Rep or even try and use a phone system or for that matter do it online, although that would be simple as well.
No, it would be much easier then that. You'd push a button on a remote. Done.
Seeing how many people call in because they ordered a "movie" on HBO and didnt realize it was a subscription I am sure call centers would be flooded when bills come in demanding to know why the bill jumped up from one month to the next. Explain to them "you ordered xxx and xxx through the remote" isn't going to cut it, they will blame the neighbors, the dog, the cat, the kids ect. Again pushing costs upwards as you need physical bodies to explain this.