Comments on: That Department Does Not Communicate Directly With Customers

By: DJ Waldow

DJ Waldow — Tue, 29 Mar 2011 20:02:00 +0000

dave: Thanks for your comments. I intentionally do not moderate comments on this blog and only delete ones that are blatant spam. That being said, your comment to “grow up and get a life, stop moaning about minor stuff…” is quite personal and a bit aggressive.

I’m curious why you are so passionate about this topic. So much so that you’d take the time to make it personal. I’m also wondering if you read the blog post. If you did, you’ll see that it was less about the ad and more about the lack of response from Time Warner.

Love to hear your thoughts.

By: dave

dave — Tue, 29 Mar 2011 15:46:00 +0000

Just because ONE person does not like an advertisement,it doesn’t mean that the company has to do anything about it! A lot of people don’t like the act that teachers get tenure no matter how bad they are but are the teachers unions going to do anything? I think not!
Grow up and get a life, stop moaning about minor stuff and get back to teaching REALLY IMPORTANT things you supposedly do……..

By: Jesus Lopez

Jesus Lopez — Fri, 18 Feb 2011 05:56:00 +0000

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By: Ffjr1981

Ffjr1981 — Fri, 11 Feb 2011 19:13:00 +0000

waste*

By: Ffjr1981

Ffjr1981 — Fri, 11 Feb 2011 19:12:00 +0000

And I’m still smiling to think that out of all things that us as individuals can take an activist role in, we would choose to waist our time with something like “a printed ad” that you completely understood was not offensive to the general public, only to you and to a few others. If you would honestly have said (which in my humble opinion is the truth) that your decision to go through all that hassle of not being paid attention to by senior executives was to present a case study to your students in class, not because you were deeply offended by the ad. Again, that is my humble opinion and I could be wrong, however, I am definitely not wrong when I say that a national corporation simply documenting your feedback for record purposes instead of having management from a non-customer service department like marketing give you a call is the proper way of handling your specific concern. If you were experiencing technical or billing issues then management giving you a call immediately would be the proper action, not to listen to people say “I find your printed ad offensively because it stereotypes the image of mother-in-laws”.

By: Sharon Dobkin

Sharon Dobkin — Fri, 11 Feb 2011 18:51:00 +0000

Actually, I am still smiling to think that you thought I was naive enough to expect a large corporation like Time Warner to respond to my email by removing the ad. What I did hope for, however, was that the comments would move up the food chain to someone who could and would mtake heed.

By: DJ Waldow

DJ Waldow — Thu, 10 Feb 2011 05:39:00 +0000

Ffjr1981: Thanks for stopping by. Nothing like coming out of the gate and telling someone they are wrong!

To be clear, my mother is a college profession (no quotes). I’ll let my mother answer if she’d like, but my hunch is that her expectation was *not* that her single email/call would cause Time Warner to pull the ad. I’d guess her intent was to make them aware.

The main point of this post is not about the ad. If you re-read it, you’ll note that the post is about the lack of communication from Time Warner’s “Customer Care Advocate” (quotes intentional).

You are correct. People can – and should – choose how to spend their money. One of the best ways to make a statement against a company is to stop buying their product or service.

Thank you for your comments. Always good to hear another point of view.

By: Ffjr1981

Ffjr1981 — Thu, 03 Feb 2011 22:39:41 +0000

Sorry DJ but you and your mom are completely wrong on this topic. As a “college professor” your mom should have known from the get go a multi-billion dollar company is not going to pull an ad simply because an individual thinks it's offensive. While some people might think it's offensive others will find it funny (and most will care, period) Time Warner Cable is not a government agency, so the “Customer Care Advocate” it's just a job title that indicates an individual works to address customer concerns, in this case pulling the ad (which costs hundreds of thousands of dollars to do) would not have been the solution, as intelligent as your mother is she should have known this. People get to choose who they spend their money with, if she or any of her students, felt so offended then they should all reconcider who they write a check to every month instead of trying to act as activists trying to change the world. I guarantee you that the so called “stereotype” of the ad in question is reflective of how society views husband, wifes and mother-in-law relationships.

By: alexcarlson

alexcarlson — Fri, 18 Dec 2009 18:24:30 +0000

Dear DJ I read your blog now & want to know more about your customer care experience .

Thanks

By: alexcarlson

alexcarlson — Fri, 18 Dec 2009 13:24:30 +0000

Dear DJ I read your blog now & want to know more about your customer care experience .

Thanks