In the social media age, customer service is PR

Call center gaffes by Comcast and DirecTV sparked huge coverage and angry responses on social media, illustrating the reach of reputational damage in the click-and-share era.

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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:

This is not acceptable @DIRECTV

— Steven Machado (@unklesam222) July 24, 2014

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