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Business & Marketing Item of Interest Media Consumption

This is How Apple Will Eventually Defeat DIRECT TV!

DIRECT TV’s combination of bad technology and a “don’t care” approach to customer service contrasts with Apple’s approach.

This is How Apple Will Eventually Defeat DIRECTV http://t.co/tjCVRNgP Bad technology compounded with a “don’t care” attitude.

I totally agree with this guy. When we moved from the West San Fernando Valley to Burbank we dropped out Dish service largely because the Dish representatives when I was closing out the service simply directly and clearly lied about where they had sent the pickup box, and then tried to charge me for not returning it on time. Dish, therefore, is not a company I would ever do business with again.

So we considered DIRECT TV but they would not issue any type of DVR product at my location, nor were they interested in explaining why. I have news for service providers: if you don’t want to provide me with what I want to buy, I will buy *nothing* from you. And that’s what I did, and now enjoy a mix-match of services, none of which are ideal and none of which really encourage me that there is a company that actually wants my business.

Back to the article:

In a time when people stand in line for Apple products for sometimes days in advance, DIRECTV simplifies its inventory management by sending you whatever unit they please.

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We’ve all talked about how Apple is constrained by its ability to sign deals for sports and programming content. Apple can make cool hardware, even an HDTV, but unless Apple can strike deals with the studios to deliver primary content, the Apple TV will always be a supplemental device. Even so, I see some serious holes in DIRECTV’s customer relationship model and their hardware technologies. In the long run, a persistent Apple will break through the barriers. The contrast in the way each company does business makes that evident.

Frankly anyone could kill every cable and satellite company by simply caring about customers and actually providing a quaint little thing called “customer service”!