Your humble host inked a recent guest blog post for StopTheCap.com, a protest blog site that gained traction surrounding the recent Time Warner internet metering case, which is far from over:******************************Do they honestly think we’re that stupid?
The sudden announcement by the cable monopoly known as Time Warner to not cancel–but postpone its Road Runner internet metering/pricing scheme–is not a victory by any means. If anything, this company ought to be downright ashamed at insulting the intelligence of its Piedmont Triad customer base.
The Triad area of central North Carolina stretches into a 12-county area engulfing mid-size metros of Greensboro, High Point and Winston-Salem, about an hour from Charlotte and Raleigh, respectively. And while this area is not a tech-heavy base, Time Warner, unfortunately, has a cable monopoly here. AT&T and Clearwire are other providers of Internet service, but are not as big players here as Time Warner.
And while we’re an area that’s been in major transition even before the recession started (with a dwindling economic base, double-digit unemployment and a huge brain-drain), for this company to pull the stunt it attempted to pull off was laughable.
Its customer base was furious, and the outrage it caused in this area was enormous.
But company officials still believes tiered pricing is the best option for customers:
Time Warner Cable Chief Executive Officer Glenn Britt said, “It is clear from the public response over the last two weeks that there is a great deal of misunderstanding about our plans to roll out additional tests on consumption based billing. As a result, we will not proceed with implementation of additional tests until further consultation with our customers and other interested parties, ensuring that community needs are being met. While we continue to believe that consumption based billing may be the best pricing plan for consumers, we want to do everything we can to inform our customers of our plans and have the benefit of their views as part of our testing process.”
The (Greensboro) News-Record quoted Time Warner spokeswoman Melissa Buscher:
“It’s clear from the response we’ve gotten from Greensboro and other areas that there’s a lot of misinformation out there,” Buscher said. “What we heard is no one knows what their usage is.”
To solve that issue, Time Warner is developing ways to help explain the fee structure and educate customers on their usage. Buscher said the company is working on a Web site that customers could go to that would monitor their Internet usage, similar to some utility company sites.
Do you think your Triad customer base is that “backwoods” and uneducated, Melissa? Are we that stupid?
For a company that just announced big losses and layoffs in its core cable television business not long ago, one would think that perception, customer service and respect would be a priority. Sadly, that didn’t happen. And as a commenter said, it was Time Warner that was just educated by its customer base — now a dwindling customer base.
It is also saying a lot when it takes a U.S. Senator from NEW YORK to open his mouth for something to get done in North Carolina. The leadership (and response) in North Carolina to this issue was horribly pathetic; the response among our local representatives was equally paltry.
And for this company to say it will postpone its plans tells us that they plan to roll it out once again, eventually. What few customers this company has left by that time will be ready…to bolt. My household is already looking at what few options there are to shelve (using their words) Time Warner in favor of another provider.
What’s needed? Competition. Plain and simple. Our customer base is not stupid, but this issue squarely points out that our local leadership needs to get wise and get techno-savvy very quickly.
Erik Huey is a local community activist, a local public education and local media analyst and a communications/political strategist residing in south Greensboro. Huey is a former journalist for the High Point Enterprise and Las Vegas Review-Journal newspapers, a former reporter for various airline business trade publications in Washington, DC, and a one-time Guilford Co. Board of Education candidate in 2008. Huey now runs Triad Media Watch, which monitors the media across the Triad.
One other issue that I've pondered....the relationship between Time Warner and its News 14 Carolina division, and 14's role in this discussion. Here are some examples (hat-tip: StopTheCap.com) that should begin the dialogue on whether or not News 14 having a journalistic responsibility to report the story in a fair-and-balanced manner, or should it merely be the corporate cousin mouthpiece for Time Warner.
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