By Brad Hubbard | @bradhubbard | 11.4.2018
It’s not very complicated. If you want people to adopt your service, it needs to be easy and it needs to work. It sounds simple but it’s really not especially when when you only control a portion of the environment you service needs to run. ESPN, YouTube TV and others are making some interesting products and services but they have a ways to go before they can truly be user friendly.
On Saturday, I was watching the Tennessee vs Charlotte game (cause I’m a very proud Tennessee alumni) via the ESPN app on Roku. All of a sudden the feed got decrepit and eventually went out. There was no change to the environment. Internet was working fine. One minute it was working and the next it wasn’t.
After a quarter and a half, the feed came back (luckily the game was terrible so I really didn’t miss much). However, it seems pretty unacceptable to have a feed just go out in the middle of a game. Below are some steps I took during that quarter and a half:
*Deleted and reinstalled app.
*Checked feed on other devices (iPad) only to find same result.
*Tweeted @espn and @espnapp multiple times to no avail.
*Finally found streaming support on ESPN.com.
*Chatted with support person only to have them tell me, ‘well it works on my machine.’
Here is the takeaway; Google, Dish, AT&T and others don’t own the end-to-end environment. For example, Dish owns the app but doesn’t control the router and device while AT&T controls the app and possibly the bandwidth but not the router or the device. To troubleshoot an issue is tough because there are so many variables.
All cord-cutters have experienced problems like this. One of the more frustrating parts is just finding a customer service. Once you do, With so many variables, the customer service rep is usually at a loss and seems to always recommend the following: A) Reboot of the device B)Delete and reinstall the app or C) Reboot the router. These are viable options but you generally don’t run into these issues when you have a cable or satellite setup.
In order to keep prices low where consumers will adopt these cord-cutting one of the sacrifices is the customer service. It’s outsourced, hard to contact and generally pretty useless.
It use to be that you’d call the cable or satellite company when your service went out. Now, twitter may be your best option of getting a hold of a customer service rep. Even that can be iffy because of the amount of variables involved with the issue.
Cord-cutting is cost effective and generally a pretty good option. It does have draw backs due in part to the lack of customer service and the various points of failure that are out of the providers hands. Don’t know how to fix it but it is something that needs to be addressed.