Comments on: Richard Lawson v. Time Warner Cable http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/ Everything About Money You Were Too Polite To Ask Thu, 23 May 2013 07:33:31 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jobeans http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36358 Jobeans Sat, 23 Feb 2013 04:17:41 +0000 http://thebillfold.com/?p=24000#comment-36358 @Richard Lawson@twitter As a former Time Warner Cable customer (as of today! just got FIOS, sayonara suckers!) I don't think you were being an asshole. Seriously, if any of the people who are commenting here had experienced a single conversation with a TWC representative they would know better. @Richard Lawson@twitter As a former Time Warner Cable customer (as of today! just got FIOS, sayonara suckers!) I don’t think you were being an asshole. Seriously, if any of the people who are commenting here had experienced a single conversation with a TWC representative they would know better.

]]> By: kates2424@twitter http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36347 kates2424@twitter Fri, 22 Feb 2013 23:27:49 +0000 http://thebillfold.com/?p=24000#comment-36347 Yeah, he was being kind of a dick, but I look at it this way: Bad publicity for any cable/satellite company is a good thing. Also, he did point out that it wasn't the customer service rep's fault at some point. Really, something needs to be done about the monopolistic practices of this industry. Plus, Richard Lawson can do no wrong in my book :) Yeah, he was being kind of a dick, but I look at it this way: Bad publicity for any cable/satellite company is a good thing. Also, he did point out that it wasn’t the customer service rep’s fault at some point. Really, something needs to be done about the monopolistic practices of this industry.

Plus, Richard Lawson can do no wrong in my book :)

]]> By: sony_b http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36339 sony_b Fri, 22 Feb 2013 22:26:53 +0000 http://thebillfold.com/?p=24000#comment-36339 @smack - See my other comment to Lawson - stuffisthings is correct- the person on the other end of that feed is a high high level marketin person, probably with an MBA. I know because I run one as part of my job. I have been a CSR (worked my way through college dispatching tow trucks for AAA) and would never berate a call center person like that, unless they were being an absolute idiot. This is really an apples and oranges situation. The person on that twitter feed is literally 6-7 levels above the call center in seniority, responsibility, and pay. @smack – See my other comment to Lawson – stuffisthings is correct- the person on the other end of that feed is a high high level marketin person, probably with an MBA. I know because I run one as part of my job.

I have been a CSR (worked my way through college dispatching tow trucks for AAA) and would never berate a call center person like that, unless they were being an absolute idiot. This is really an apples and oranges situation. The person on that twitter feed is literally 6-7 levels above the call center in seniority, responsibility, and pay.

]]> By: Ruff Duff@twitter http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36338 Ruff Duff@twitter Fri, 22 Feb 2013 22:26:45 +0000 http://thebillfold.com/?p=24000#comment-36338 @Richard Lawson@twitter Feel "badly." Lol. @Richard Lawson@twitter Feel “badly.” Lol.

]]> By: sony_b http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36337 sony_b Fri, 22 Feb 2013 22:23:38 +0000 http://thebillfold.com/?p=24000#comment-36337 @stuffisthings It is rare that I, a marketing weasel (by accident, but still), get to be useful. :) @stuffisthings It is rare that I, a marketing weasel (by accident, but still), get to be useful. :)

]]> By: stuffisthings http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36333 stuffisthings Fri, 22 Feb 2013 22:20:42 +0000 http://thebillfold.com/?p=24000#comment-36333 @sony_b THANK YOU. I was starting think I was crazy here. (I run the Twitter feed for a nonprofit whose annual budget is about what Time Warner spends in a week on corporate lunches.) @sony_b THANK YOU. I was starting think I was crazy here. (I run the Twitter feed for a nonprofit whose annual budget is about what Time Warner spends in a week on corporate lunches.)

]]> By: sony_b http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36330 sony_b Fri, 22 Feb 2013 22:14:50 +0000 http://thebillfold.com/?p=24000#comment-36330 @Richard Lawson@twitter I don't know, BofA is right up there with them. I got into a twitter war there last summer when they sent me somebody elses approval on offer they were making that was competitive with mine. Also when they missed closing on the house we were trying to buy from them. But I told them flat out that I didn't want the help desk to help - I was tweeting to the world a narrative of how they were fucking up at the time, and I'm totally OK with that. The only resolution is firing the guys who were actually sending private information to the wrong people, the guys who threaten to fine us if we delayed close and then forgot to show up themselves, etc. And there's no way that's happening. So I was A-OK with sparring with the twitter feed. And I run one of the larger twitter feeds for a Fortune500 company myself. You were definitely not dealing with a customer service peon. You were dealing with somebody in marketing who makes six figures, easy. I'm glad you weren't polite, is what I'm saying. :) @Richard Lawson@twitter I don’t know, BofA is right up there with them. I got into a twitter war there last summer when they sent me somebody elses approval on offer they were making that was competitive with mine. Also when they missed closing on the house we were trying to buy from them. But I told them flat out that I didn’t want the help desk to help – I was tweeting to the world a narrative of how they were fucking up at the time, and I’m totally OK with that. The only resolution is firing the guys who were actually sending private information to the wrong people, the guys who threaten to fine us if we delayed close and then forgot to show up themselves, etc. And there’s no way that’s happening. So I was A-OK with sparring with the twitter feed. And I run one of the larger twitter feeds for a Fortune500 company myself. You were definitely not dealing with a customer service peon. You were dealing with somebody in marketing who makes six figures, easy.

I’m glad you weren’t polite, is what I’m saying. :)

]]> By: faustbanana http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36314 faustbanana Fri, 22 Feb 2013 21:14:52 +0000 http://thebillfold.com/?p=24000#comment-36314 @stuffisthings "You see, kids, the name "Time Warner" is the balls on the body conglomerate... their Twitter account, the protective cup that shields the brand from your furious accusations. This is why their Twitter account also recommends not wearing tight jeans and/or briefs." @stuffisthings “You see, kids, the name “Time Warner” is the balls on the body conglomerate… their Twitter account, the protective cup that shields the brand from your furious accusations. This is why their Twitter account also recommends not wearing tight jeans and/or briefs.”

]]> By: stuffisthings http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36309 stuffisthings Fri, 22 Feb 2013 20:55:19 +0000 http://thebillfold.com/?p=24000#comment-36309 @julebsorry Is this an argument for or against what Lawson did? It seems to me that publicly berating a corporate Twitter account is qualitatively different than shouting at a call center operator both in the psychic effects on the person receiving the abuse AND in terms of the potential to actually result in a meaningful resolution. @julebsorry Is this an argument for or against what Lawson did? It seems to me that publicly berating a corporate Twitter account is qualitatively different than shouting at a call center operator both in the psychic effects on the person receiving the abuse AND in terms of the potential to actually result in a meaningful resolution.

]]> By: stuffisthings http://thebillfold.com/2013/02/richard-lawson-v-time-warner-cable/#comment-36307 stuffisthings Fri, 22 Feb 2013 20:53:49 +0000 http://thebillfold.com/?p=24000#comment-36307 @Olivia2.0 Because Time Warner Cable has thousands and thousands of call center operators scattered across the globe and one (1) Twitter account representing their technical support operation. For a giant corporation, even one as widely loathed as Time Warner, the "brand" is like the testicles -- they will reflexively react to protect them from any sort of attack. So the moment an even moderately Internet-famous person started publicly berating them on Twitter, I'm positive that it was escalated to a higher-level PR flack, even if they weren't the ones actually tapping at the keyboard. @Olivia2.0 Because Time Warner Cable has thousands and thousands of call center operators scattered across the globe and one (1) Twitter account representing their technical support operation. For a giant corporation, even one as widely loathed as Time Warner, the “brand” is like the testicles — they will reflexively react to protect them from any sort of attack. So the moment an even moderately Internet-famous person started publicly berating them on Twitter, I’m positive that it was escalated to a higher-level PR flack, even if they weren’t the ones actually tapping at the keyboard.

]]>