Good Execution by Mediacom of Short-Term Solution

Our cable company, Mediacom, has been involved in a dispute with Sinclair Broadcasting Group. Result is we lost the Fox channel. Today was a basketball game we looked forward to, and Monday night is a game my husband was counting on viewing.

I want to share what is (today) a good customer experience about how Mediacom is handling the issue. Senior execs were on TV updating customers about the situation and offering a short-term solution. They told us how to get a free antenna so we can continue viewing while this is all sorted out.

I thought, oh boy, we'll be in line forever.

NO. My husband just called to report they have the parking lane in front of Mediacom clear and employees are standing outside handing out antennas through the passenger window as customers pull in. As you can imagine, there's a steady stream of cars. He already has his and is happily on his way.

Good move! While it's not a long-term solution for us - we don't want an antenna either - at least we have the opportunity to catch our shows this week and we didn't spend waste hours getting it. The details are interesting, but I don't have time for it.

Long term - figure it out before we find an alternative.

Visit these blogs for more Iowa opinions.

• Moments of Clarity
• Des Moines Register
• The Yin Blog
• The Good Egg Gazette

Photo on flickr by Leo Prieto

Comments

[Kyle Eslick]

Sorry to hear about Mediacom dropping Fox. We switched a few months ago due to bad customer service from Mediacom, and haven't looked back. Now that I have Dish Network, I don't think I could ever go back to cable and not having DVR.

It was just coincidence that we left Mediacom when we did, as it had nothing to do with Fox, but I've been recommending Dish Network to all my friends and family!

[Sandy Renshaw]

Interesting - I may have to ask you more questions. I've been on their service for about six years and don't like the idea of changing just because of the hassle. I started with their high speed Internet service and only added (free) cable because of the overcharging issue several years ago.

So how do you access the Internet?

Sandy

[Kyle Eslick]

I switched to Qwest DSL to get rid of Mediacom altogether, and we got a deal on it because we have our phone with them.

Overall, we are saving about $25.00 (paying 10.00 less for DSL over cable modem and $15.00 less for same channels on Dish Network) each month.

[Scott Westerman]

Thanks for the feedback on our adventures with Sinclair. We hate having customers in the middle of this thing and are truly turning over every stone to try to resolve it quickly. You may have heard that the FCC is supporting our proposal to arbitrate a solution. It's an extraordinary step and there is the risk that the arbiter will tell us to pay the big number Sinclair is demanding, but as of now, it seems like a reasonable way to get this fixed quickly. We're mystified as to why Sinclair has not agreed to his approach and are hoping that folks who have the same opinion will share it with our senate and congressional delegation so that the FCC might feel comfortable pressing Sinclair further in that direction. If you or any of your readers have questions or concerns, please feel free to write to me at scottwesterman@mchsi.com. I'm the guy with the red tie you saw on TV today. We appreciate your business, especially now.

Scott Westerman
Group Vice President
Mediacom Communications Corporation

[Sandy Renshaw]

Hi Scott,

Thanks for visiting and leaving your comment. I'm impressed with your customer service today and the time you spend on the air explaining what is going on.

I'm especially pleased to learn that Mediacom is listening to the blogosphere. There are many companies who don't have a clue as to what is being said about them. Using social media to engage with your customers will give you an edge.

Thanks.
Sandy

[Brenda Friedrich]

Here's what I don't understand ... all the media rhetoric seems to be about "losing" the Fox Channel. But have we really lost anything?

The Channel is still there if you REALLY want to see it. And access is free, thanks to Mediacom's distribution of rabbit-ear antennas (which they were'nt obligated to give out).

So, nothing's lost as I see it. But here's what we gain: freed up space for new programming in the cable line-up!

I see this new arrangement as a WIN-WIN for TV viewers in the area. And I'm ready get past all the finger-pointing ... and let's talk about what new programming we're going to get! Personally, I could go for another movie channel, but I'll keep an open mind!

[Dennis Eberle]

Well as for you people that can get the station off of rabitt ears, that's great, But what about the folks that can't receive the station with the ears. We're left out in the cold and nobody give a damm. The people at mediacom in Ft Dodge IA are not very plesent to deal with and seem like they could care less. They hand out antennas knowing they won't work in our area and don't give a damm. Then in the cities where you can pick it up with the rabitt ears, Media com was giving free drinks and food at bars in these areas. Nothing like that around this town. seems a little unfare. I meen when I got cable fox was a channel, no that fox isn't a channel they should be adjusting the cost of my cable bill, for not providing the channels I was once intitled to. It would be like paying for a year of playboy and half way though the year they stopped putting girls in it. Media com need to get Fox back on soon or I'm out of hear, not saying I'm a big dish fan but I'm not going with out Fox. Hell Nascar starts in a couple of weeks can't miss out on that

[Chess Openings Guru]

I was just poking around here in the blogosphere and I was very impressed to see that the Vice President of Mediacom commented above! That's pretty amazing, and you're right, it will give them an edge. It's nice to know someone is listening, right?

[soyunloco]

I had never hear of that company before. I have always use direct tv and it's been great with them.

[Sports Tickets]

quite interesting and effective this solution. how many corporations think this way?

[free playstation 3]

You should get direct tv, is cheap and in my opinion the best.

[MSN hacken]

@ Free Playstation 3

I think also direct tv is the best way of watching TV but there are different opinions about this subject.

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[caleta de fuste]

This always depends on the users. It's whether thru direct tv or thru internet, it's not that much issue. However, it's either of the two, just make sure to choose where you are convenient.

[JB]

If you are tired of paying the high fees of cable look into services that let you watch tv on your pc over the internet. For a one-time fee of about $50 is tough to beat.

[Cable versus DSL]

I know this post is old, but I was doing some research and ran into it. I really found it interesting how the company made it as easy as possible for the customers to get the antennas and I would expect any company to do this for it's customers. I wish more cable companies treated their customers like this, but sadly, restricted competition makes most providers the only show in town with no competition to worry about the customer switching.

I do agree about Satellite TV, signal and performance has been much better the last couple of years so weather fade doesn't happen as frequently like it used to.