It's been a bad summer for TV providers.
First, there was the
viral video of the cringe-worthy Comcast customer service call. Now, DirecTV is facing backlash over a photo that made it to the top spot on Reddit.
A user posted a photo under the caption, "All my step dad wanted to do was cancel DirecTV, he is still waiting on hold."
The photo itself shows a phone that's been on an active call for two hours and 15 minutes.
True or not, the brand started to hear it last night on Twitter:
DirecTV has yet to respond to the post on any of its social media channels (or to the original Reddit post), even to say it's looking into the situation.
What can we learn from all these Internet outrage posts?
Customer service is no longer an isolated department. In the age of social media, when everyone is a reporter, customer service is a public relations
function. You can no longer treat customers poorly and expect that it will be forgotten. Word-of-mouth is no longer limited to a neighborhood or a sewing
Millions of Reddit users saw this post and shared in the user's frustration (or that of his or her father, anyway). A quick scroll through the comments
show that many wonder why we rely on cable television delivery when the Internet could provide equally good—if not superior—service.
So, what's the tipping point for bad customer service? Is it enough to topple an industry?
If stories like these persist, we'll soon find out.