When YouTubeTV raised their prices, I contemplated canceling and being done with cable/streaming television for the second time in two years as I previously canceled Xfinity/Comcast a year and a half or so ago and then just didn’t have cable television for about six months (it was great). However, given that I use the family option provided by YouTubeTV (where others in my family can have their own YouTubeTV account under mine), I decided not to cancel the service… for now.

The one thing that I can say in favor of YouTubeTV and their awful, consumer-unfriendly price increase is that they (poorly) explained the need for the bump in price by providing an analysis of how the increase in the number of channels offered resulted in an increase in the price charged. Okay, fair enough (not “good enough” because it was a terrible decision by YouTubeTV, but fair – I get it). Well, Netflix recently announced that they are raising their prices and sent out this incredibly insulting, non-explanation email that is riddled with more corporate sales speak than actual information and justification. Check it out:

Awful email update/marketing from Netflix

The subject line of this email is, “We’re updating our prices — here’s why.” One would read that subject line and think, “Okay, let’s see what the increase in membership fees is going to be used on this time.” And then you read that email and all they say is that they’re going to keep doing what they’re doing. They justify the fee increase by saying, “This update will allow us to deliver even more value for your membership — with stories that lift you up, move you or simply make your day a little better.”

What?

What does that mean? How, exactly, is Netflix going to bring me “stories that lift you up, move you or simply make your day a little better?” What an awful message to send to your customers! Why not drop the corporate sales speak and, instead, tell your customers the truth? Why not just say, “Hey, production costs are not decreasing and licensing fees aren’t going down either, so if you want us to stay around and if want us to continue making our own shows for you to watch, then we need to charge a little bit more, okay?” What is so wrong with the truth?

Perhaps they do not want to come off as greedy by telling us the truth. Or perhaps that is exactly what the issue is here – corporate greed. Why might this be where my mind goes when thinking about Netflix? That’s easy – they just reported earnings of $6.44 billion (that’s billion with a B, folks). Yeah, they really seem like a company that needs to increase fees on their customers… during a pandemic…

Anyway, the link series is back. Enjoy the links below and get your weekend started right!

Again, if you don’t already have one, then I recommend opening a free Feedly account. You can follow JerseySmarts.com on Feedly or you can add us to your existing RSS aggregator. Enjoy!

Recommendations anyone?

Which brings me to Skype. On my recent trip to Nashville, I was talking to one of my fellow Board Trustees told me about Skype’s effectiveness and cost efficiencies. From our conversation, I went on Facebook and asked whether anyone had any ideas or comments about the Skype product. These are some of the comments that I received from my Facebook buddies:

it essentially is like aol instant messenger with more options. You can make phone calls around the world, and also do video chats.. I use it for work a lot. Skype can also be added to some phones to make free phone calls if u have a skype account.

just remember that when your network or electric goes out… so does skype… However if you have a cel at home too… maybe not necessary.. also at times the quality is “Iffy” but as a positive, you can also do video calls…

Skype is wonderful. I talk to people all over the world, conference calls all for free!!

Get a Skype enabled phone and you can benefit from VoIP at home or even just sync your Bluetooth headset to your laptop and walk around making calls. I’ve used it while traveling overseas and it was a great cost saver.

Skype is sweet because its free and you can communicate with someone from long distance instantly.

All of this is good information. Based off of these seemingly good reviews, I did some more research and found out that I can get a yearly subscription to Skype for $30. That subscription will allow me to have unlimited calls in the United States and Canada (unlike my buddies on Facebook, I don’t make international calls because, well, I don’t know anybody outside of the United States!). I also found out that I can get an “online” telephone number for about $30 per year (after discounts). This would allow people to call my Skype account from their land line or cell phones.

On top of that, in order to get the maximum use out of Skype I’d have to get a webcam (though I really don’t foresee a need for me to make video calls, but who knows). I have a microphone and stereo headset already, so I don’t really need those items (but I’d probably buy new stuff anyway). On the low end of the hardware necessity, I could potentially spend nothing and just use my existing microphone and stereo headset. If I wanted to just get a mid level webcam, I could spend $20. Or I could go for the total package and get top of the line stuff for over $100.

Hardware costs aside, moving from my land line to Skype would reduce my annual telephone expenses from $468.36 with Comcast’s land line to about $60 with Skype. That’s a pretty significant drop for a very small business.

With all of that said – can anyone reading this blog entry out there on the interwebs offer some advice on whether or not I should move to Skype or a different VoIP service? I’m interested in reading your thoughts!

Please note that I’m not looking at the top five most popular search terms – that would be a different entry altogether. I’m looking at the last five search phrases that landed someone on JerseySmarts.com. It should also be noted that the last five search phrases brought readers here from a Google search engine.

Searched Phrase: terry weldon new jersey 2009
Ah. Nice one. For those of you that don’t know, Terry Weldon is the former (scumbag) Mayor of Ocean Township in Monmouth County. He was also a public employee of the City of Asbury Park. This man is as corrupt as the day is long. The JerseySmarts.com page that this searcher landed on talked about how Terry Weldon was the epitome of a scumbag.

Searched Phrase: comcast customer care number
Over the summer I had some issues with Comcast’s customer care. Something wasn’t quite right when I was looking for FOX News HD on my cable box. You can read what this particular searcher found on JerseySmarts.com by clicking here.

Searched Phrase: diet books for men
It was only a few days ago that I posted my review of The Eat-Clean Diet for Men. In case you missed it (or in case you can’t scroll down the screen here…), feel free to head on over via this link. I’m probably the happiest about this particular search phrase because it shows that the content that is placed on JerseySmarts.com quickly rises up the ranks in the search engine world. You listening to that, advertisers?

Searched Phrase: guys trip to nashville
Every once in a while one of my entries has something to do with an event that someone else is planning. Clearly, this searcher was looking for ideas for a trip to Nashville for he and his buddies. Well, when he Google’d this phrase he landed on JerseySmarts.com and an entry that I uploaded over the summer reviewing my most recent trip to Nashville.

Searched Phrase: roxbury high school football
Go Gaels! A few days ago I made it very clear that, as a member of the 1998 State Championship football team from Roxbury High School, I am completely behind the current team as they prepare to play against East Orange Campus High School this weekend at Giants Stadium. I know that I speak for the entire 1998 team when I say good luck! Many of the guys will be in the stands and we want to see that state title come back home. The guys on the current team have made all of Roxbury Township proud with their excellent performance this season. We’re all pulling for them to win the big one this weekend and they can definitely do it!

Whoever searched for that term found my congratulatory post to the current team (as well as some pictures of me from when we won the state championship 11 years ago) when they landed on the page linked here.

And there you have it – the last five searched phrases that brought some of YOU to JerseySmarts.com. If you happen to be someone who landed on this page thanks to Google or another search engine, please feel free to leave a comment telling us what you were looking for and if the search engine that you used gave you the right answers.

I wish I knew more about the process of delivering a channel to a specific area. I feel like it probably isn’t much more than coming to an agreement with the channel’s ownership (in this case, Viacom) and then flipping a few switches. Makes you wonder what is taking so long to get this otherwise simple process completed.

One of the reasons that I’m a little bit angered over this delay is because Comcast recently added Spike HD to certain markets in New Jersey. Why couldn’t our market be included in that update?! Anyway, if anyone knows when we’re going to receive the Spike HD channel in the Monmouth/Ocean market, please let me know. Thanks!

My promotional rate for the bundled Comcast services that I am subscribed to (cable, internet, and phone) was expiring at the end of June. On a separate, unrelated call (one of the cable boxes in the house went down), Comcast advised me to contact them to get a new promotional rate for the coming year. I thought that was nice of them to give me a head’s up, so I made the call.

I must have called two or three weeks ago and they verified that my promotional rate was expiring and that I was eligible for a new promotional rate that would actually lower my total bill by $15 each month. That’s not bad! However, this made my the synapses in my mind start to go off because we’ve all dealt with this problem: you change your service in the middle of the month and the service provider winds up double and sometimes triple charging you which launches your next bill into the stratosphere. Nobody wants to deal with that for two reasons. First, it’s extremely annoying and everyone hates getting annoyed. Second, when you contact the actual service provider, 99% of the time you’re stuck on the phone with a person who has a script and is required to stick to it. Talk about doing anything but providing service!

Yet, to Comcast’s great credit, the woman on the phone must have anticipated this problem and suggested that she was going to make the changes effective for the next billing cycle. SWEET! There goes that headache and now all was in place for the next bill to come in. Or so I thought…

The woman on the phone told me the new monthly charge (something like $157 per month) and I thank her for her time. It really was a pleasant ohone call and a pleasant process. Until I received my next bill.

Ugh…

Not only are none of the changes that the woman talked to me about reflected on the bill (as they should have been), but the total monthly bill is $210. TWO HUNDRED AND TEN DOLLARS?! That’s $38 MORE than what I was originally paying!

I took a look at the bill and nothing that I talked to the woman about was reflected. Not a thing. Do you know how frustrating that is for a consumer? I spent half an hour of my time on the phone with that woman and NOTHING that we talked about was processed. Come on! I mean what? Is my time worth nothing?!

At this point, I did what any consumer would do – I picked up the phone and made a call to 1-800-COMCAST. This was a useless move. After 10 minutes of not getting anybody on the phone, playing the “Press X for…” game, and listening to crappy music while I was on hold, I hung up and went to Comcast.com to use their live chat. Now, to prove that I can say “good job” when it is well-deserved, let me say that Comcast.com’s live chat is excellent.

After signing on, a very nice live chat woman named Siena Rose answered my request in a matter of seconds. She was extremely pleasant and, if you want, you can read our entire conversation by clicking here. The end of this part of the story is that I had to call the local office in order to get the changes made on my account that I was told were made weeks ago. If you click on the transcript of the discussion above, you’ll note that as pleasant as Siena Rose was on the live chat, I did get very offended when she went to an obvious “copy and paste” tactic at the end of the chat. In short, she suggested that I can now consider my issue resolved when it was clearly not resolved. I didn’t like that. Read the transcript – you’ll see.

Oh joy, I get to call the local office. More of my time spent on something that should have been done weeks ago.

The next day rolls around and I call the local office. After playing the ridiculous “Press # for…” game and sitting on hold for 12 minutes, I hang up. Great, now I have to call the NEXT day. In other words, I have to take time out of MY WORK DAY to tell the local office that they made a mistake and that they need to fix it. At this point, I’m beginning to get enraged because I know exactly what’s going to happen – I’m going to request a new bill be generated erasing the false $210 bill and the local office isn’t going to do it. However, I learned once that you shouldn’t get mad at things before they happen, so I choose to simmer down before I make the call on Monday (during my work day).

Up until this point, I’ve spent almost an hour of my time trying to fix a mistake made and admitted to by Comcast. What do I get for this? If I made a mistake with my payments (which would never happen), Comcast would get a late fee. Where is my equivalent of a late fee for the mistakes that Comcast made and the loss of an hour of my personal time?

Instead of waiting to call the next day – during my work day – I decide to call 1-800-COMCAST to see what they can do. After about a minute on hold, some guy answers and asks me how he can help. I tell him my problem and he says that he can put me through to the local billing department, before I get a chance to say that I’ve been waiting on hold with them for 12 minutes already today – he puts me through. The same familiar, aggravating elevator music pops onto my phone…

Now I want to put my fist through someone’s face, but I’ve decided instead to calm down the rage and wait on hold (again). As I wait on hold, I begin writing this post so I don’t forget any of the absolute ridiculousness of this situation. After another 12 minutes on hold, I give up and realize that I’m going to have to make this phone call the following day from my office. That’s completely unfair, but what choice do I have?

Monday morning rolls around and after waiting on hold for a few minutes, I’m on the line with a customer service representative at Comcast. Here comes another dreadful moment – having to re-explain everything all over again (which I do as pleasantly as possible). The woman on the phone (didn’t catch her name) has no idea what I’m talking about and tells me that the reason why I have the wrong charges reflected on my bill is because I made the changes on June 27th and my billing dates run from the 20th of each month to the following 20th.

Ugh…

I explain to the woman that I called on June 15th to make the changes (she gets more confused) and that my billing period is the actual month itself. In this case, we’re talking about July 2nd through August 1st. This is met with a, “Wuhhh…uhhh…” Super! I tell the woman on the phone that the live chat specialist told me she made extensive notes in my account and that she should take a look at them. The woman on the phone, again, says that this is all confusing.

Great.

She asks if she can put me on hold, to which I say yes. After six minutes on hold, she comes back on and tells me that no changes have been made to my account…newsflash! She also said that she was going to transfer me to an account manager (how do you get the phone number to talk to an account manager directly?). An account manager named Marissa gets on the phone and goes over all of the issues with my account. She immediately sees all of the issues and I’m telling you – within a matter of two minutes she had everything fixed. She put me on hold for a few minutes and when she came back on, she reviewed my bill with me and I left a happy customer.

Before the end of the call, Marissa told me what the new amount was for the bill. I asked her again, “If I pay this amount, there won’t be a notice that I haven’t paid the entire bill or anything, right?” And she said, “No, like I just told you – this is how much you have to pay.” So I reminded her that I was told one thing on June 15th and something completely different on June 27th. She understood, apologized again for the oversight, and commented that I only had to pay the amount that she quoted me. In fact, she gave me her name, service number, and told me her location in case I ever had another problem. I thought that was a nice touch.

Whoever Marissa is in the Comcast organization, she should be given a raise. Every other step in this process was miserable except dealing with her. The most annoying part of the entire process (besides losing a few hours of my time and getting aggravated) was that I had to keep repeating myself and repeating the story.

Now let’s see if what Marissa says holds true when I go to pay my bill. I will be sure to let you all know the outcome!

I logged online to access their e-mail support (because there’s no way that I was going to sit on hold to call someone to ask about the channel). After having to enter every single bit of information that they could possibly ask me outside of my social security number, I submitted the following question to Comcast:

When are we going to get the FOX News Channel in High Definition? All of the satellite companies, FiOS, and Cablevision offer it in this area – when are we getting it on Comcast?

Short, sweet, and to the point – you know? Comcast generally gets back to their customers within 24 hours – this is the response that I received (name changed to protect the helpless):

Dear Joe,

Thank you for contacting Comcast.

I understand you would like further information regarding the addition
of Fox News HD to your Comcast channel lineup.

Our goal is to provide a wide choice of quality cable networks and local
broadcast channels reflecting the diverse programming interests of our
customers. In addition to requests from customers, the following
factors play a part in our decision making process:

· FCC regulations, such as requirements to carry all local broadcast
channels
· Requirement by local broadcasters to carry their affiliated cable
networks
· The number of access channels required by local government
· Customer satisfaction with networks carried in other systems
· Customer satisfaction with similar networks
· Importance of the network to our diverse community
· Level of interest across a percentage of our customer base
· Per-subscriber programming fees charged by the network versus the
value added to the line-up

What this all means is that we take all requests for new networks very
seriously, and that we carefully consider the overall impact of adding
each network. While we cannot honor every request, we do take each
request into consideration in planning future changes to the line-up.

Sincerely,

Bob
Comcast Customer Care Specialist

If you managed to suffer through reading that ridiculously “customer-friendly” response, you’ll notice that it says absolutely nothing. But not to fear – before I received this response (which was sent a few hours after I sent my initial inquiry), I found FOX News HD on channel 277.

Ahem, Comcast already offers the channel, but I still received a form mail response anyway! In other words, the robotic people who prepare these automated responses don’t even know the services that they offer! So I responded to Comcast – again, short and sweet:

Actually, I found the station on channel 277.

That’s all I needed.

I figured that with such a direct response, a human would reply back with something like, “Oh, great. We have to send out those automated responses, but I’m glad that you found what you were looking for. Enjoy!”

No.

Instead, I received this:

We have received your e mail and thank you for using Comcast’s online
email support. One of our Comcast customer support representatives will
get back to you, likely within just a few hours. In the meantime, you
may find our FAQs helpful to resolve your inquiry so we invite you to
visit http://help.comcast.net. Or, for more immediate attention to your
situation, try “Ask Comcast”, a real time chat service, available by
visiting http://www.comcast.net and clicking on the AskComcast link at
the top of the page. We look forward to working with you.

Sincerely, Your Comcast Support Team

Followed by this:

Dear [My Full Name],

Thank you for contacting us regarding your Comcast cable service.
I’m glad that you were able to find the channel that your were looking
for. If you need further assistance, please feel free to respond
directly to this email. We appreciate you taking the time to contact us.

Thank you for choosing Comcast.

Sincerely,

Jimmy R
Comcast Customer Care Specialist

First of all, I didn’t need the automated “we received your e-mail response,” but I appreciate the sentiment. Second, Jimmy R (name changed) shouldn’t be thanking me for choosing Comcast because I live in New Jersey – which means I can’t choose another cable company even if I wanted to! Sure, there’s Verizon FiOS and satellite, but home rule dominates this state.

And third, shouldn’t Jimmy R – a real human – have answered my first question to begin with? Wouldn’t that have saved Comcast from looking inept in terms of what they offer their customers?

Ah, cable companies. Gotta love ’em…at least if you live in New Jersey.