Time Warner Boots LA Area Boss
After Adelphia & Comcast integration headaches...
by Karl Bode 10:05AM Friday Mar 16 2007 Tipped by hobgoblin
The Los Angeles Times
reports that Time Warner Cable has given the boot to Roger Keating, the head of the LA market, after the company struggled to integrate Comcast and Adelphia networks in the region. According to the article, complaints from LA customers nearly tripled in five months, and tens of thousands of customers dropped the service across the troubled market.
Keating was handed a pretty difficult task: Time Warner Cable's subscribers in the region jumped from 350,000 to 1.9 million. Rumored TWC acquisitions
are a long shot until the Adelphia integration can be worked out. As one Verizon tech notes in our forums, the company has looming Verizon FiOS TV competition to look forward to in the region, too.
Customers increased 5.5 times; complaints only trebled
Time Warner's Southern California operation grew from 350,000 customers and became the five-county area's dominant cable company, with 1.9 million customers.
Complaints from L.A. customers nearly trebled in five months to 1,732, according to city figures. Other cities reported similarly huge jumps in complaints.Doesn't sound so bad to me. The number of customers increases by 5.5 times, but the number of complaints trebled.
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TWC....SPEAK ENGLISH! No joke, I called TWC twice last month because my cable TV & HSI went out for 4 days & was on hold for 1.5 hours the first time & about 45 minutes the second time just to speak to someone. But what REALLY pissed me off was when the lady picked up the phone & started speaking SPANISH to me rather than ENGLISH. Her response was "We are told to great everyone in SPANISH".....TOTAL BS!!
| |antdudeA Ninja AntPremium,VIPReviews:
·Time Warner Cable
Re: where all customers go
said by RideRed:Too bad I am stuck on TWC. I can't get DSL, FIOS (in Verizon area), etc. It is either dial-up, satellite Internet, or a T1. Of course, those are bad options.
It appears from the LA Times article the complaints come from HSI migration problems so apparently they are fleeing to DSL, fiber or other HSI.
Scapegoat pretty much sums it up. It's when the hammer comes down from on high (CEO's office) and hits the successive heads of all those in the corporate chain below.
And finally, it stops at the one whom it will crush, generally the one with a sufficient enough title to pass the whole buck on to but who probably never really had the authority in the first place to do as he would have wanted to staff up and fully prepare for what was to come.
What's sad about it is this guy will be the one they present to the public as the reason things went wrong.
And obviously, the LA Times is already facilitating that very thing. He's the valve for the public's anger about what occurred..the one who's position they opened up to let the steam out of the organization itself.
Welcome..to corporate America.
Personally, I think that a market that went from 350,000 customers to 1.9 million was something MUCH more than just the local management could handle and the responsibility for this rests much higher up the ladder than with him.
Heads, should have rolled off his superiors, and his superiors superiors. This was their job to really help oversee. And, probably they did. Until it came time to take the blame for whatever went wrong.
And really, I think it's worth examining what did go wrong.
Complaints tripling to 1732 in the LA area in the face of them adding 1.6 million customers doesn't really strike me as being excessive. That is a very low percentage given the complicated technology at work here.
And, what about the loss of 10,000 customers. Was that REALLY a lot? I would point out that that number is just a little bit over 1/2 of 1% of the total of new customers they acquired.
A reasonable churn rate could account for that much.
Perhaps some of that wasn't even due to problems. Maybe some of these people simply decided to take that opportunity to not have to deal with a transition in the first place and look elsewhere for service.
In the months leading up to my adelphia to comcast transition, the thought also crossed my mind as well.
I point these things out for the sole purpose of reverting back to my initial statement.
The inability of weak kneed management to defend what otherwise might not have been too bad a track record.
To look for the easy answer..and way out.
And that way out was named Roger Keating.
The Coyote captured the RR! Roadrunner Rick is now Comcastic!
Los Angeles, CA
About Friggin' Time Move was necessary to show that TWC means business & is intent in getting LA system, & all of SoCal for that matter, to a level that's on par with QoS of other larger markets.
TWC system in SF Valley was the gold standard in LA prior to the merger. I'm sure a lotta folk thought that it would be automatic for all the Adelphia & Comcast systems to immediately be on par with TWC's legacy system in LA. NOT.
Dunno much about Comcast, but by my own experience with Adelphia is not positive. Even though its systems underwent a complete rebuild, the system always had problems, & whoever you talked to for the most part was clueless. Never really got the impression that those who built & operated the system really had a good handle on things.
Unfortunately, when the merger closed, the same folks running things prior to the merger remained. Nothing really changed much @ the local level. I used to vent that that QoS would not improve until TWC brought new top management @ the local level. Replacing Keating is the first step. Bringing in outsiders from the NE is the 2nd. Cleaning house is the 3rd. Getting operations in shape is # 4.
It's unfortunate it took TWC six months to realize this had to be done. The positive is that eventually LA will have a well-structured, well-operated system. But a lotta pain will go along with it. Customers have been suffering much the past 6 months, now it's gonna be shared by the legacy local management who's days are numbered.
| |hobgoblinSortof AgoblinPremium
Orchard Park, NY
Re: Not Surprising
said by Quiglag:You don't Get those channels in SOCAL?
After TWC took away a few really good channels like Travel, Animal Planet, Speed, and more. How did they expect their customers to act.
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson