Additional correspondence with TWC

[mr_yeti]

Here is the reply I received from TWC in response to a query regarding the availability of CBS 58's HDTV signal:

I have received your email to Time Warner Cable regarding your interest in the broadcast of the local channels in HDTV format. Time Warner Cable is excited to inform you that WTMJ Channel 4 will begin broadcast of its HDTV signal on Thursday, November 14, 2002 on Channel 504. WISN Channel 12 will begin its HDTV broadcast as of Monday, November 18, 2002 on Channel 512. FOX Channel 6 and CBS 58 have not yet acquired their HDTV signal as of yet. Once we are made aware that these two channels have this capability, Time Warner Cable will be excited to share this with our customers.

Should you wish to upgrade to Digital cable with an HDTV converter, you are welcome to call me directly at (414) ***-**** to schedule your free installation appointment, or you may also exchange your converter at any one of our area payment centers listed below.

If you have any future questions or account concerns


[This message has been edited by Todd Wiedemann (edited 12-26-2002).]

[mr_yeti]

And my response:

Your statement regarding CBS 58's digital signal is patently false. CBS is the industry-leader in network high-definition programming, with a majority of its prime-time lineup broadcast in HD, and has been broadcasting its digital signal for the better part of a year now. In fact, I understand that CBS-58 augments its high definition programming with items from HDNet, making it the only digital broadcaster in Milwaukee transmitting true high-definition content on a nearly 'round-the-clock basis. Time-Warner Cable has been in negotiations with the local CBS affiliate for more than six months, with no end in sight and neither side budging. It is insulting to be sent what appears to be an excerpt from a two-month-old press release as an answer to an honest question about the availability of CBS 58's HDTV signal. The signal exists and is available over the air just as WTMJ-HD and WISN-HD's signals are. Denial of this fact only serves to give your company the appearance of being either ill-informed or deliberately misleading.

I apologize if this seems like a rant, but myself and others grow more frustrated daily with the unwillingness on the part of your company to communicate with its customers on a factual basis regarding the future availability of all network programming on the service you provide.

Additionally, I was told that my initial email on this topic would be forwarded to the head of your programming department. I have no way of knowing whether or not this happened, but I have yet to receive a reply from that direction.

I appreciate the time you have taken to respond to my concerns, but was hoping for a more forthcoming and enlightening response.

[mr_yeti]

Oops, sorry about that phone number slipping through the cracks.

[Todd Wiedemann]

No problem ... http://www.milwaukeehdtv.org/ubb/wink.gif

[ReesR]

Bravo. Very well written. It should get another reply. Keep us informed.

Rees

p.s. HD Net carries pay per view HD movies after their normal broadcast day; which ends around midnight or 1am. Channel 58 does not have license to carry those.

[mr_yeti]

No reply yet - but I didn't mention that I cc'd Bev Greenberg on the email.

I guess the innaccuracy about CBS58-DT carrying HDNet around the clock is unfortunate, but since the good folks at Time-Warner deny that 58 even has a digital signal, it's unlikely that they are aware of the content, or if they are they couldn't say anything without admitting that their statement was fallacious.

I'm interested as to the kind of response I'll get. I will definitely post the relevant text here if and when it arrives.

[Tom Snyder]

Man.. what an opportunity to jump in a bash Time Warner! But to prove that the moderators really don't slam TWC every opportunity we get, I won't say a word. :0

[ReesR]

what a guy! I'm proud of ya. http://www.milwaukeehdtv.org/ubb/biggrin.gif

[mr_yeti]

Still nothing. I have been seeing an awful lot of TWC vans around lately, though. Perhaps I'm being watched.

[mr_yeti]

This morning in my inbox I received an automated reply from TWC, referring to the issues detailed above as "solved."

SOLVED! Can you believe it? Well, here's my response to that little nugget of nonsense:


An automated email containing no new content does not qualify as "solving" the concerns I have, nor is it a recommended course of action for anyone seeking even a bare minimum of customer service. I understand that your email system automatically sends these out after 48 hours, but my most recent email to you was on 12/26, much longer than 48 hours ago. I fully expect a reasonable attempt to answer the questions I have put forth in this and previous attempts to contact you, and will re-state them here briefly:

(1) When will your company begin carrying the high definition signal from the local CBS affiliate?
(2) Why have I been fed disinformation regarding the availibility of said signal?
(3) Why are you unwilling to enter into a dialogue with one of your customers? Were I to go to the local grocery store and request an item they do not normally stock, I would expect them, at minimum, to explain to me why. Make no mistake, you sell a product, and when you avoid discussing the details of this product, you make yourselves look bad. I pay for your service, and I expect and demand attention be paid to my concerns regarding it.

It is the holidays. Perhaps you are understaffed. I can certainly sympathize with this. However, it does not excuse flagrant falsehoods such as the statement made to me regarding CBS 58-DT's signal. If it is your practice to outright lie to your customers, I would not wish to be a stockholder in your company.

Thank you in advance for your timely and candid reply,

[mr_yeti]

Just got a new "response" from TWC.
Arrrgh! Note the asterisks:


have received your email to Time Warner Cable regarding your interest in the broadcast of the local channels in HDTV format. Time Warner Cable is excited to inform you that WTMJ Channel 4 will begin broadcast of its HDTV signal on Thursday, November 14, 2002 on Channel 504. WISN Channel 12 will begin its HDTV broadcast as of Monday, November 18, 2002 on Channel 512. *FOX Channel 6 and CBS 58 have not yet acquired their HDTV signal as of yet. Once we are made aware that these two channels have this capability, Time Warner Cable will be excited to share this with our customers*.

If you have any future questions or account concerns, please feel free to visit us online at http://www.timewarnerwi.com.

Thank you for using Time Warner Cable!

[mr_yeti]

And my quixotic reply:

I see your asterisks, and I will tell you a third time, one-half of that statement is FALSE. I will give you the fact that FOX 6 is not broadcasting in HD at this time. That much is true. They do, however, have a low-power digital signal on the air broadcasting in the 480p (like a progressive-scan DVD player) format. CBS 58, however, does have a high-definition signal, broadcast in the 1080i format. I'm not sure what your canned response means by "...CBS 58 have not acquired their HDTV signal as of yet." I am now, as I have in the past, making you "aware" that CBS 58 does offer such a signal and that your company has been in negotiations with the station for the past 9 months regarding the acquisition of said signal for your cable system. Please do not send me the same response again. I want an answer, not a press release.

[mr_yeti]

After re-reading that, maybe it seems a bit unpleasant. I'd almost feel bad if I wasn't so irritated.

[GJC]

I filled out the feedback form at CBS-58 to see what the other side of this issue has to say. My reply came within 1 hour! Amazing!

Here is the reply:

Time Warner is well aware that we have HDTV, but at this time we do not have a carrage agreement with them. We understand the importance of this and continue to try to get this done. I can not tell you why the person you spoke with at Time Warner does not know about our HDTV signal. As you correctly stated, we have been on the air for over a year and the CBS network is the leader in HDTV programming.

My best suggestion to you is to contact Time Warner and let them know that you would like to see CBS 58 HDTV on their program service. Thank you for your desire to see CBS 58 in HDTV. Sincerely Dale Palecek Program Director CBS 58

-Gary

[mr_yeti]

It seems I may have been barking up the wrong tree. It's good to see that CBS 58 is so willing to communicate. However, the tone of the response you got feels a bit like them trying to give the appearance of taking the high road. Sort of "We have this signal and we have no idea why Time-Warner doesn't want it," when negotiations obviously go both ways.

Also, I am done trying to get an answer out of Time-Warner. Once I move from my present location (rented) in the next six months or so, and into a more permanent ownership situation, you can bet dollars to donuts that DirecTV will be getting my business. I may wait until they offer their Sunday Ticket promotion to sign up. After that, goodbye TWC. Treating your customers as if they're stupid will get you nowhere.

[borghe]

WOOHOO!!! Another satellite convert!!

*Note* This post is in no way meant to bash or demean Time Warner Cable or their lousy service or horrendous customer support. Thank you.

Seriously though.. I am an HD DirecTV DVR away from getting all of my local channels solely OTA...

[GJC]

Originally posted by borghe


Seriously though.. I am an HD DirecTV DVR away from getting all of my local channels solely OTA...

So you are still about a year away?

[mr_yeti]

Actually, I had planned to go with satellite all along, but cable is the most cost-effective (in terms of initial investment) means of getting HD signals right now, and I wanted an HD Superb Owl. It's worth the $500+ for the HD box so I don't have to deal with the reprehensible service (and worse picture quality) from TWC. Not to mention the monthly fees are lower for DirecTv.

Probably the best part will be not having to watch the endless Digital Cable commercials:

"But what if it's raining...?" :bang:

[borghe]

Originally posted by GJC
So you are still about a year away?

A year away, but it will be worth it..

Tivo chanegd the way I watch TV, HDTivo will change the way I watch HD. :cool:

[Tosan]

For what it's worth, about a year and a half ago, I was having some significant difficulties with TWC's billing & (lack of) customer service departments (Roadrunner issues). After repeated attempts to get the matter resolved locally, I fired off a letter to the CEO and 2 EVP's at Time-Warner Corporate (New York) to let them know that they have "serious issues in Milwaukee".

A week later, the President of TW Milwaukee called us from his home on a Saturday morning to assure that the problem was resolved and he bent over backwards to make sure that we were a satisified customer.

I'm new to the HDTV scene and am a little frustrated by the lack of options currently available on TWC. Would it be effective if the HDTV-savvy moderator of this very fine forum shot a letter of concern to TW Corporate execs so that those of us in SE WI might be able to enjoy HDTV broadcasts from Channel 58, Fox 6, and others on TWC? It sure could be! At a minimum, it feels pretty good to drop the envelope in the mail. Who knows? TWC is not our only option! Maybe they need to be reminded of that. Your letter may be the catalyst to get them off the dime.

This is a great website (I just registered yesterday). Thanks for giving us the forum to vent and share information.

[GJC]

It couldn't hurt to send them a letter or five! If you could provide us with the names and addresses, I'd be willing to send a letter on my own (or as a member of MilwaukeeHDTV.org if the powers that be would allow).

Great suggestion!

-Gary

[Tom Snyder]

Bev Greenberg
Vice President, Community/Gov't. Relations
TIME WARNER CABLE
1320 N. Dr. Martin Luther King, Jr. Drive
Milwaukee, WI 53212
Phone: (414) 277-4190
FAX: (414) 224-6155
Email: bev.Greenberg@twcable.com

[mr_yeti]

I think we were looking for TWC corporate addresses, not TWC's local office. I've emailed Bev Greenberg on several occasions, and did not receive any reply. It's time to go to the top of the organization nationally and see if they'll do more than feed us the party line. I would be willing to write a letter or two in support of this effort.

[Tosan]

I forget which 3 people I sent my letter to, but here's a link to the whole executive team at TWC Corporate. I'd go with the 3 B's if I were you: Britt, Billock, Baxter.

http://www.aoltimewarner.com/corporate_information/time_warner_cable.adp

This is further info from Hoovers:

Time Warner Cable

Company HQ Address
290 Harbor Dr.
Stamford, CT 06902-6732
Phone: 203-328-0600
Fax: 203-328-0690

Key People
Officers & Employees
Chairman and CEO: Glenn A. Britt, age 53

Vice Chairman and COO: John Billock

President: Tom Baxter

EVP and CFO: Landel Hobbs

EVP: John R. Bickham

EVP: Fred Dressler

EVP: Charles W. Ellis

EVP: James D. Fellhauer

EVP: William Goetz

EVP: Barry Rosenblum

EVP: Carl U. J. Rossetti

SVP, Secretary, and General Counsel: Marc J. Apfelbaum

SVP Human Resources: Tom Mathews

VP Corporate Communications: Mark Harrad

VP Strategic Procurement: Jim Jeffcoat

President and CEO, Time Warner Cable Ventures: Christopher P. Bogart, age 35

President, Time Warner Cable Advertising Sales: Larry Fischer

Regional VP Advertising Sales, Mid-Atlantic region: Carol Hart

VP Sales, Time Warner Cable Adcast: Steve Miller



Thanks a bunch!

[mr_yeti]

Would anyone here have concerns if those who choose to write letters to these people included information about the site and general information about the membership (i.e. numbers, demographic-type stuff)?

[Gregg Lengling]

Just remember the posting rules (at the top of each topic page), use these as a general rule also for writing TWC or anyone else. You get much more with Honey than Vinegar. I think it is important that the industry knows that we as a group are out here, and we're not a bunch of dummies. Just look at all the good that has come from having representatives from 4, 10, 12 and 58 on board.

[joetwc727]

I know how frustrating it can be to deal with managment and pr people for twc. As a technician for twc i've been doing my part for them to provide truthful information abuot hdtv, as well as our "digital cable" services. I do know for a fact that a fiber link between our hub and cbs is complete. I've been told by my supervisor that within the next week or so it will be available. That may be a week short with the nfl playoffs this weekend.



Hitachi 57SWX20B

[GJC]

Probably the most frustrating part is that we can't get a straight answer from anybody. Why the secrecy? Wouldn't this be something they would want to promote?

"CBS in HDTV on Digital Cable beginning January XX!!!"

Thanks for the information. I hope it's accurate!

-Gary

[mr_yeti]

That's certainly welcome news, but unfortunately a couple weeks too late to merit any real interest from me. Would it have killed the customer service people to at least make some kind of attempt at communicating that the process was underway? As discussed in another thread, cable systems have a bandwidth advantage over satellite providers. It's too bad that, in this instance at least, our local cable office seems determined to squander an opportunity to generate positive PR amongst their most progressive customers.

[wxndave]

[QUOTE]Originally posted by joetwc727
[B]I know how frustrating it can be to deal with managment and pr people for twc. As a technician for twc i've been doing my part for them to provide truthful information abuot hdtv, as well as our "digital cable" services. I do know for a fact that a fiber link between our hub and cbs is complete. I've been told by my supervisor that within the next week or so it will be available. That may be a week short with the nfl playoffs this weekend.



Hi Joe,

That is very interesting about the fiber link. Do you know where the fiber is installed? Is it there transmitter site or their studio site? Since you are a Headend tech can you tell me, are they sending it as HD video or some type of digital stream? Can you also explain why WISN-DT and WTMJ-DT look worse on TWC than they do over the air? Just wanted to get my questions answered by someone at TWC who knows something.

Dave

[kjnorman]

I have been told by one of the chief engineers at TW, that there will be a new HDTV station added to the line up by the end of the month.

No word on which station though. Though Fox6 is not technically HDTV they may be referring to this, as we know they are currently preparing to offer this soon.

If not Fox, perhaps we will finally get CBS. Who know? Not I. Just look out towards the end of the month.

[DMartin]

2003 is a new budget year ---- looks like our friends at Fox and CBS may be throwing us a tasty bone!

* JoeK@TWC reports CBS58 is fiber-linked and ready for end of Jan.
* Fox6 is testing equipment with TWC now.

This is VERY GOOD news indeed for cable viewers....where are the P.R. parades?:)

[mr_yeti]

I find it amazing that Time-Warner is able to provide non-existant signals to their customers. Truly impressive. :D

[kjnorman]

And the irony is that, after the superbowl we'll be cancelling cable entirely in our house.

We just do not watch enough tv to justify the costs of cable and with baby on the way and the need to buy a new car this week, its bye bye cable. We're back to analog OTA. Woo hoo!

Though now we're settling on a used car rather than new, I wonder if she'll let me get an OTA box?? :D

[GJC]

All of you TWC customers turn on your HDTV's and tune to channel 505. Do my eyes deceive me? Is that WDJT-DT I see?????

Just had TWC-DC "installed" and lo and behold, channel 505 is active!! Can't tell yet if it is a true HD signal, all they've got is the news right now.

-Gary
Who is very pumped about seeing the AFC Championship game in HD this week!