Why the world needs better CIS software

Not that anecdotal information should drive investment decisions, but they often do. Based on my last 24 hours, it would appear that Rogers Communications needs even more software than they’ve already got.

So, Ted, I hope that your team is listening. We all admire what you’ve done, and marvel at your risk taking success, and know that the details annoy you so much that if you were in my shoes today you’d have fired the head of cust serv. by now.

Why, oh why, oh why is it so hard to be a cable customer?

It should be so easy to buy a new digital cable box and add it to an existing digitial cable account. Done it before. I tried to do that again last night, but using the self help 1-800 authorizing number wasn’t sufficient as the fellow I got on the telephone wanted me to add the box to my account. Hmmm, sounded like I have to pay extra to replace an old 3rd box. At any rate, here’s what happened:

Sent into the que for 45 minutes on a Sunday night at 8pm. Eventually hung up.

Call this morning. “Systems are down” says the nice man. It has “been out for 10 or 15 minutes and might be a couple of hours. Go online and use your own account info to authorize a terminal, add, etc.”

Ok. Sign up for self serve. Gas is cheaper at the self serve, why not cable?

Despite actually paying Rogers rent for an HDTV box, the system tells me that I’m not even a digital subscriber. Wow. Check October 28th bill: “Digital Services Fee $2.99. HDTV Digital Terminal Rental $12.95” There it all is.

But, as the system doesn’t think I have these services, I can’t authorize the new terminal over the web.

Call again. 1-800-Rogers1. “Sorry, since you bought the box from Best Buy you need to be transferred to a special number for them to authorize the box. I’ll transfer you now.” Ah, fraud department? 2 rings and the line goes dead.

Call again (Mellissa). Sorry, you need the serial numbers to authorize. Call us tonight when you get home. BaBye.

If your software company is currently trying to get in the door at Rogers to help with their CIS, I’d be happy to provide a testimonial. And if you need money to get to the next level, you now know which door to knock on.

MRM