What time did Customer Service die? Long time gone.

It’s good to learn that the financial managers responsible for the demise of the American structure of finance landed softly in the executive level strategy sessions of DirecTV.  They were obviously the genius behind the brand strategy of the quickest way to profits is getting as much of something as possible for the minimum level of nothing possible.

No need for a corporate environment that looks at the customer’s problem as their own, none of those frills.  No sir, they have stockholders to account to and their most important goal must be the profits right?

This strategic tact has all the financial positives of sales and revenues without the untidy little concern for stakeholders of the brand, who needs an actual product for consumers who pay their hard earned money in expectation of that promised product.  There is no concern in the process for any minimum level of value for the customer or any to solve any problems for the very consumers their business is built on.  Does that not also mean that the consumers have no importance to the offending brand?.

I had an issue with Dish Network when I signed up with them through Windstream where they promised local channels and were not able to deliver and not inclined to caring about how that affected me.  I was to pay on time every time the payment was due but at no point should I expect the business to care about how the arrangement was impacting me.  Was I getting the service I was paying for? No.  But who cares about that right?

I have been hung up on, told that I was stupid and ignored, left on hold til I hung up to call back and those are just the start of the pain inserted intentionally into the service industry, quote unquote, more specifically the cable/satellite television providers in south Georgia.  DirevTV was negligent in their handling of my case, but other than paying a one hundred and twenty five dollar charge to have the matter taken to arbitration.

The worst part of the whole thing is that the capacity to provide a great product is available but sadly is under the thumb of the strategic advice offered by those pesky Enron executives.  One day the consumer is going to recognize their collective power and demand service on par with the brand’s capacity.