Tuesday, November 3, 2009


I'm a fan of Cablevision. As an addendum to my recent decision to cancel cable again, I want to clarify that it is not the fault of my cable company. I may not like giving them too much of my money, but I'll likely remain a customer of theirs as long as feasible.

Their services are great. I realize that they're a little pricey, but you get top notch service for the added cost. My Optimum Online connection is reliably fast, and I certainly could not do better for the price. At the very least, not without signing a prolonged contract that would surely balloon in cost after some period of time. Their cable packaging is a bit more expensive than Time Warner at the top tiers, but they offer lower tiers that are cheaper than what you can get elsewhere. I'm a little less bullish on their phone offerings, but I think they're good for a cable company. I truly believe that the totality of their services provides great value compared to others in the industry.

The customer service at Cablevision has consistently been top notch. The only unpleasant experiences I can recall involve installation. Like the time that we had to have the installer dispatch four times because they kept installing at a business with a similar address down the street. That happens so rarely that it's pretty much a non-issue. Every time I've called customer service or visited one of their locations the people have been helpful and friendly.

The impetus for this post was a reflection on their customer service during my cancellations. I was never treated poorly. I was never deferred to a retention specialist. There was no push back, no fight, no pleading for me to stay. Each time I was treated with respect and a friendly person helped me accomplish my goal.

These things matter. Service and value are the sign of a good business. More importantly, I can't think of the last time I thought of these things as the strength of a cable or phone provider. Typically, this industry thrives on anti-competitive practices, coercion and cost-cutting measures. I honestly believe that Cablevision has better values than most of its competitors. It isn't their fault my values have changed such that I no longer need as much of their services.

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