  KrisnatharokCaveat EmptorPremium
join:2009-02-11
Earth Orbit
kudos:3 | "VZW was awesome" Good press not even money can buy.
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Will WWIII start today? | |
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 | | | Re: "VZW was awesome" Verizon was awesome during Katrina. They were much better than at&t (cingular), Sprint, and T-Mobile...
So, yea, good press for sure... | |
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| |  baineschile2600 ways to livePremium
join:2008-05-10
Sterling Heights, MI
 ·Comcast
 ·magicjack.com
| Re: "VZW was awesome" We already had this discusstion
please see this link:
»Um
The customer rents the cable box. If its detroyed in their posession, they must pay for it (like like renting a car). Assuming they had home insurance, the insurer will cover the cost of the rented equipment. | |
|
| | | | | Re: "VZW was awesome" Repayment really isn't the issue in my opinion, its tact. Sure it was destroyed in my posession and it couldn't have been helped but at least they can wait for the family to get their other affairs in order first. | |
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| | | |  cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5
 ·Frontier FiOS
| Re: "VZW was awesome" said by AlfredNewman:...at least they can wait for the family to get their other affairs in order first. The family called them, not the other way around. The family is in the process of getting their affairs in order and if they are calling a cable company, I'm going to presume that most of their immediate needs such as food, clothing, shelter, medical, etc had already been taken care of.
Sure the company have just waived the equipment cost. But I also don't see any problem with them telling the customer that they also need to pay for it either. | |
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| | | | | HeXxed
join:2010-11-06
Corning, CA | Re: "VZW was awesome" Geez man.
lol.
Relax homeboy. | |
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| | | | | | | Ever filed an insurance claim? Have any idea how long it will take their homeowners policy to pay?
Putting their affairs in order means that they might have their basic necessities met. It doesn't mean that they have money. The were proactive about getting on the horn and shutting services off, then the company tries to punish them by saying either pay us now or it goes to collection. That's hardly fair or sensible. Losing everything you own isn't a fun situation. Simply making sure utilities and services are shut off and mail is routed is hard enough, adding in trying to pay for items when you aren't going to see a check from the insurance company for 6months is damned difficult. At some people you have to simply be understanding of real hardship. They aren't trying to cheat the companies, their house burned down! | |
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| | | | | | cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5 Reviews:
·Frontier FiOS
| Re: "VZW was awesome" said by rahvin112:Ever filed an insurance claim? Have any idea how long it will take their homeowners policy to pay? Yup. Took about a month after I contacted my agent. It was for some hail damage to my roof and siding. And it only took that long as I dilly dallied and didn't get back with the adjuster as soon as I could.
Putting their affairs in order means that they might have their basic necessities met. It doesn't mean that they have money. The were proactive about getting on the horn and shutting services off, then the company tries to punish them by saying either pay us now or it goes to collection.
That's hardly fair or sensible.
Losing everything you own isn't a fun situation. Simply making sure utilities and services are shut off and mail is routed is hard enough, adding in trying to pay for items when you aren't going to see a check from the insurance company for 6months is damned difficult. At some people you have to simply be understanding of real hardship. They aren't trying to cheat the companies, their house burned down! | |
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| | | | | | | rody_44Premium
join:2004-02-20
Quakertown, PA | Re: "VZW was awesome" When i had a fire it took about two weeks to get my possesions payed for. Another 6 months to get the building payed for. Insurance companies pay pretty fast in normal circumstances. | |
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 BF69Premium
join:2004-07-28
Camden, TN | Stupid customer service people Despite several attempts, the local support rep stuck to a script and wouldn't budge
Are these reps capable of independent, critical thinking? I guess there is a reason they make minimum wage. | |
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| | | Re: Stupid customer service people said by BF69:Are these reps capable of independent, critical thinking? Capable-yes. Allowed-no. | |
|
| | | It's frustrating, but they'll get into trouble, or I assume they get into trouble, if they break from the script...
It's probably better to just go over their heads anyway. | |
|
|  Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4 | said by BF69:Despite several attempts, the local support rep stuck to a script and wouldn't budge
Are these reps capable of independent, critical thinking? I guess there is a reason they make minimum wage.
They are trained and ORDERED to not deviate from script. They are capable of independent thought. But if they want to keep their low paying jobs and feed the kiddies they are not allowed to exercise independent actions.
And if this didn't reach the press, no deviation from the policy would have taken place. | |
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| cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5 Reviews:
·Frontier FiOS
| said by BF69:Despite several attempts, the local support rep stuck to a script and wouldn't budge
Are these reps capable of independent, critical thinking? I guess there is a reason they make minimum wage.
I read the article and don't see what all is the big deal. RCN has a right to recoup the cost of the box. The homeowner's daughter called them to close out the account. They still had an outstanding charge and equipment on the account. It's not like RCN went after them the day after the explosion and demanded immediate payment. If I was a homeowner, I would expect my cable company to want payment for their device so I would include it in my insurance claim. I would hope the cable company would be a little flexible and understanding of that...and there is no indication that RCN wasn't,but to the same degree, no indication that it was either.
Could the CSR handled it differently? Probably. Would calling corporate or calling back another time gotten a different response? Maybe. Do many companies not allow tier 1 support to just waive all charges? Yes. Do many companies have the tier 1 people just follow the script they are given and told not to deviate? Yes. | |
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| | | | Re: Stupid customer service people Another reason cable providers should focus on their core business and get out of rentals of top set boxes. Cusomers should have at least a choice to rent or own the boxes they rent. | |
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| | | cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5 Reviews:
·Frontier FiOS
| Re: Stupid customer service people said by dilberte :Another reason cable providers should focus on their core business and get out of rentals of top set boxes. Cusomers should have at least a choice to rent or own the boxes they rent. They do. They are called TVs or STB that accept cable cards. Tivo, Moxi, Ceton, soon SilliconDust, etc... | |
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| | | | | | Re: Stupid customer service people no VOD and SDV systems make you rent (free with cable card rent in most systems a sdv tuning adapter)
very few systems let you buy the cable card. | |
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| | | | |  C0deZer0Oc'D To Rhythm And PolicePremium
join:2001-10-03
Davenport, FL | Re: Stupid customer service people said by Joe12345678:no VOD and SDV systems make you rent (free with cable card rent in most systems a sdv tuning adapter)
very few systems let you buy the cable card.
Correction: by law they're supposed to make it available. But So many sure as hell don't make it easy to get.
--
Because, f*ck Sony | |
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| | | | | | patcat88
join:2002-04-05
Jamaica, NY
kudos:1 | Re: Stupid customer service people You still rent the cablecard. | |
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| | | | C0deZer0Oc'D To Rhythm And PolicePremium
join:2001-10-03
Davenport, FL | said by cdru:said by dilberte :Another reason cable providers should focus on their core business and get out of rentals of top set boxes. Cusomers should have at least a choice to rent or own the boxes they rent. They do. They are called TVs or STB that accept cable cards. Tivo, Moxi, Ceton, soon SilliconDust, etc... First problem is... who the hell makes TVs that accept cable cards? Because most manufacturers don't even advertise this as a selling point, and never did.
Secondly, even if a manufacturer makes a product (I'm looking at you, Ceton) where the hell are we supposed to buy it? The fact that seemingly nobody of any reputation (read: a positive reputation on resellerratings at least) or a B&M presence carries it makes it quite hard to actually get it at all.
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Because, f*ck Sony | |
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| | | | | cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5 Reviews:
·Frontier FiOS
| Re: Stupid customer service people said by C0deZer0:First problem is... who the hell makes TVs that accept cable cards? Because most manufacturers don't even advertise this as a selling point, and never did. I don't know of any currently, but they have been made in the past along with Tru2Way.
Secondly, even if a manufacturer makes a product (I'm looking at you, Ceton) where the hell are we supposed to buy it? The fact that seemingly nobody of any reputation (read: a positive reputation on resellerratings at least) or a B&M presence carries it makes it quite hard to actually get it at all. | |
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| | | | | | C0deZer0Oc'D To Rhythm And PolicePremium
join:2001-10-03
Davenport, FL | Re: Stupid customer service people If any solution, I'd want the Ceton... as it was so impressive, even Microsoft showed it off as a "this is what Windows 7 media center can really do!" kinda thing. Only reason I'd even bother with making a home theater PC is if I could get one of those InfiniTV4 cards in it.
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Because, f*ck Sony | |
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| | | | | | | cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5 Reviews:
·Frontier FiOS
| Re: Stupid customer service people said by C0deZer0:If any solution, I'd want the Ceton... as it was so impressive, even Microsoft showed it off as a "this is what Windows 7 media center can really do!" kinda thing. Only reason I'd even bother with making a home theater PC is if I could get one of those InfiniTV4 cards in it. I'm in the same boat, but I'm holding out for a Prime. $150 cheaper, a company with more experience in the field, and networked based, but you do lose 1 tuner. Plus I somehow have a feeling that Prime won't have as long of a waiting list but that's just a guess at this point. | |
|
| | Sammer
join:2005-12-22
Canonsburg, PA | said by cdru:RCN has a right to recoup the cost of the box.
The fire was caused by a gas line break in the neighborhood so unless the homeowner was responsible for the gas line break why is the homeowner considered liable for the box's destruction in the first place? Isn't RCN's real beef with the gas company? | |
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| | | Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4
1 edit | Re: Stupid customer service people said by Sammer:said by cdru:RCN has a right to recoup the cost of the box.
The fire was caused by a gas line break in the neighborhood so unless the homeowner was responsible for the gas line break why is the homeowner considered liable for the box's destruction in the first place? Isn't RCN's real beef with the gas company? The gas company is not the one renting RCNs cable box, the homeowner is. When you rent something(like a car, or a cable box) and it gets damaged in a fire, you and your insurance is on the hook - at least initially. Now your insurance company can sue the gas company to recoup what it paid out, but the homeowner owes in this case. | |
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| | | | | | Re: Stupid customer service people now what if it was a apartment that had cable as part of the rate? or some kind of landlord rate? | |
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| | | | | Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4 | Re: Stupid customer service people said by Joe12345678:now what if it was a apartment that had cable as part of the rate? or some kind of landlord rate?
The one on the hook is the one paying the cable bill where the STB is detailed on the bill. | |
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| | | cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5 Reviews:
·Frontier FiOS
| said by Sammer:Isn't RCN's real beef with the gas company?
Yes, but RCN has no standing to go directly after the gas company even though they appear to be at fault. | |
|
| | | | Maybe script should contain a phrase "if it appears that situation is out of ordinary and is result of some type of emergency you should consult your supervisor." | |
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|  heels_fan1.20.09 The start of SocialismPremium
join:2003-02-07
Columbia, TN
kudos:1 | said by BF69:Despite several attempts, the local support rep stuck to a script and wouldn't budge
Are these reps capable of independent, critical thinking? I guess there is a reason they make minimum wage.
some are, but the companies will not allow it.
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everyone is born ignorant. some are born stupid, others achieve stupidity and the rest have stupidity thrust upon them. | |
|
| | | I had to chuckle at local.
By local, do they mean you call a local number (or 800 number) and speak with some heavily accented person from India named Sally or Bob? | |
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| KearnstdElf WizardPremium
join:2002-01-22
Mullica Hill, NJ | RCN should have handled it with more tact, the rep could have gotten a manager and the manager could have somehow flagged the account not to go into overdue status if there are delays in paying for the box and more importantly ask for a new address to send the billing statements to so the customer can include that with their paperwork for the insurance.
I would imagine the way things really work if nobody goes and cries to the media is. Customer gets statement, pays bill and box cost, includes statement to insurance adjuster, gets insurance money. and then if the explosion is proven to be negligence on the part of the gas company they sue the gas company for the costs incurred by them in repaying their client.
--
[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
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|  KrKHeavy Artillery For The Little GuyPremium
join:2000-01-17
Tulsa, OK
 ·AT&T DSL Service
| said by BF69:Are these reps capable of independent, critical thinking? They're not allowed to. Anytime they make a decision, it's always wrong. They get in trouble either way they go.
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"Fascism should more properly be called corporatism because it is the merger of state and corporate power." -- Benito Mussolini
| |
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| | | | Re: Stupid customer service people said by KrK:said by BF69:Are these reps capable of independent, critical thinking? They're not allowed to. Anytime they make a decision, it's always wrong. They get in trouble either way they go. That is what floor manager is for You get him involved when situation does not confirm to any standard script. | |
|
 jjoshuaPremium
join:2001-06-01
Scotch Plains, NJ
kudos:1 | Slow news day? The homeowner should have insurance which would pay for the toasted cable box.
The cable company is entitled to get their equipment back or be paid for their loss.
What's the issue here? | |
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|
See 15 replies to this post |
|
 bencPremium
join:2007-06-17
Glen Carbon, IL
·Charter
| What If the Box is Flawed? So in this particular case, the set top box was damaged through no fault of the cable company or the set top manufacturer.
But I'm wondering about something. Suppose some new model of set top box came out, and it turned out to be flawed. Then this flaw caused it to catch fire, burning down the customer's house or apartment. Assume the customer was completely unaware of the flaw, and there was no way he could find out. So it's not a case of knowing a risk and accepting it anyway.
Is the customer's insurance supposed to pay for that? In the hypothetical case I presented, it's clearly not the customer's fault. | |
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| | | Re: What If the Box is Flawed? The cable company/box manufacturer will argue that the box was used improperly and they are not liable, the insurance companies will side with them so they don't have to pay, the customer will sue them all, and they will settle out of court for an undisclosed amount. | |
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|  FBGuyyippee ki yayPremium
join:2005-03-19 | the cable company is never responsible. /s | |
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| cdruGo ColtsPremium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:5 Reviews:
·Frontier FiOS
| said by benc:Is the customer's insurance supposed to pay for that? In the hypothetical case I presented, it's clearly not the customer's fault. Yes. That's what insurance is for. | |
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| | So.... ...when the entire RCN infrastructure burns down, I will still demand that my TV/Internet content be delivered, for which I have paid for. No mercy! | |
|
 rchandraStargate Universe fanPremium
join:2000-11-09
14225-2105
1 edit | fine examples of own, don't rent This just underscores why I don't want to rent anything from my service providers. When something like this happens, they demand money for their property which I ostensibly lost. That's part of the reason I don't want to rent a cable modem from TWC. It's also why CableCARD should be pushed like crazy. And while I'm not in favor of more regulation, those shouldn't be rented either; I don't know for sure, but to me there is no ongoing/recurring cost basis for those, or for STBs. If you want to take a deposit, and refund my deposit when I return your CPE in working order, fine, we can do it that way. Or better still, don't rent it, but have structured payments which would be about the same as rent is now, with some end date where the cableco can say they've covered the cost of the device, with possibly a buyback option if the subscriber leaves their network.
BTW...I have to wonder if homeowner's/renter's insurance would generally cover such losses. If one's policy covers other electronics, like the TV, a stereo, etc., I'd have to believe it could also apply towards a STB. Did these folks not have any policy?
--
English is a difficult enough language to interpret correctly when its rules are followed, let alone when a writer chooses not to follow those rules.
Jeopardy! replies and randomcaps REALLY suck! | |
|
moes
join:2009-11-15
Indianapolis, IN Reviews:
·AT&T DSL Service
·Comcast
| well I am still not going to pay for equipment that was lost in a fire or other natual disaster and if not. hello press and hello other people I can not think of right now. Renting means just that renting,
They do not make us pay for insurance to rent there box then I see no need in paying for it if it's destroyed beyond my control.
I mean hell you tack on another 2 dollars to each box and say it's insurance then ok I will pay for that as long as you are not going to try and rape me if something happens to it.
I am moving to ota here soon as it is. I am below the poverty line and one less expense is good | |
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|
| | | Re: CATV Industry is greed unlimited. said by Mr Matt:
The CATV industry demonstrates what pigs they are by charging the cost of a new set top box when the box is several years old.
My mother lives in Brooklyn, and has Cablevision. She had been renting the same STB for *15* years- at a cost of around $7+ a month. Do the math on that boys and girls. It comes out to nearly $1300.
And how much would you want to bet that if God forbid, that box was burned up in a fire, they'd want even more money from her for "replacement" costs?
I finally told her to call them and demand a new box. They gave her a hard time about it, and it took more than one call. They told her her current box was "good enough" because it was still (barely) working. I told her to tell them she was going to complain to the Attorney General about it, and they finally relented.
Pigs indeed. Hogs at a trough. Disgusting. | |
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| | | | Re: CATV Industry is greed unlimited. I agree. I've been leasing my Directv receiver for 2 years now. I'm sure it has depreciated in value but I'm still paying the same cost I was 2 years ago. Let me buy the stupid box and that's it. Another way for them to make money. | |
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slckusrPremium
join:2003-03-17
Maumee, OH
kudos:1 | why is the family responsible When the article clearly states a gasline exploded causing the neighborhood to explode. Sounds like the city or gas company should be recouping rcn'S loss. | |
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 rcnmanJason NealisPremium,VIP
join:2003-05-02
Herndon, VA
kudos:10 | ... My heart and sympathy goes out to everyone that was affected in such a tragic incident. Our Local Lehigh Valley Market Team is contacting all active customers within the 8 homes effected by the explosion and working to meet the needs of each them individually.
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Jason Nealis,
Sr. Director, Video Product and Video Operations | |
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| | Training... Perhaps the rcn rep that took the call is in need of more training. Hopefully this call was recorded..... you know for training purposes!@#
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Insanity is living in a state of illusion. | |
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| | Cost of box... The people could have been killed. They lost everything, many did, same with the pipe explosion out west not too long ago. I find It laughable that some company expects payment when the people have no means to pay. I mean if I left my house in a huge hurry and didn't put my pants on or such, I'd not have my credit/debit I'd and insurance card. I'd take care of that first, then worry about some stupid box that in reality should be paid for by whomever owns the gas line that exploded.
- A
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LETS GO METS! | |
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 linicxCaveat EmptorPremium
join:2002-12-03
United State
·Cass Communicati..
·CenturyLink
| It's all silly Changing the subject doesn't change anything. The gas line broke. The house and contents are gone. If want anything in addition to basic cable, you rent the box. End of story.
These boxes just like modems are purchased in bulk. The modem is paid for up front with a year replacement. If it fails after the year, you buy #2. I pay $10 a month for two. Does $120 per year cover the cost, shipping and installation?
Hopefully the homeowner is insured and RCN isn't trying to charge for equipment that no longer works and for service to a building that no longer exists. The rest is redundant. RCN and the various insurance companies should keep them occupied for six months. Then RCN can decided whether or not the folks who had their home destroy should be worthy of new equipment and service. Probably not - because this is how corporate boards think. Profit is everything. Customers are not people who use their service; people are just numbers.
The fray will end soon enough. .
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Mac: No windows, No Gates, Apple inside | |
|
Reviews:
·Optimum Online
·Verizon FiOS
| blind leading the blind rcn still in business.. jeez.. thought the collossal at&t and verizon would have smashed this little company to bits by now..
anwho... isn't it about time when something like this happens the call is routed beyond tier-1 support? apparently this failed policy just serves to creat yet another thread here about the same nonsense. | |
|
 furloniumComputer Over? Virus equals Very Yes?
join:2002-05-08
Bethlehem, PA | . I remember reading this story in the local paper here and thinking how despicable it was. My girlfriend's friend's parents lived in one of the houses that was leveled. They lived, and in the ensuing chaos that followed I'm sure the last damn thing on their minds was wondering if their cable boxes survived. (Their Maine Coon cat did, though!) 
--
Edward Harry Furlong, 7/16/50-1/30/11
"Son, you'll hear 2 hits - me hitting you, and you hitting the ground." - My dad, master of cliches. | |
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| st7860
join:2004-05-13
San Francisco, CA | Re: . If this cable fuss happened with Shaw Cable in Vancouver Canada, then all the customer would have to do is call up Shaw and say "If you don't give me a fresh box at no charge, i'm going to switch to telus tv(the equivalent of verizon)"- | |
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| | | | Re: . at lest there you can also BUY the BOX with no outlet fees.
»www.shaw.ca/Television/Equipment/
$178 for a HD box dcx3200-m
HDPVR-ready box $198
HDPVR with 1TB HDD $298
SD box $78 or $2.95 /m | |
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·
CATV Industry is greed unlimited.
Prior to 1982 when the phone company owned the telephone equipment subscribers were never charged for equipment destroyed by fire or a natural disaster.
