The agenda looks simple enough: “This hearing will review billing and customer service practices in the cable and satellite television industry.” That’s the word from the U.S. Senate’s Permanent Subcommittee On Investigations, which revealed the executives from AT&T (DirecTV), Charter, Comcast, Dish and Time Warner Cable who will testify on the topic this Thursday.
It might not prove out to be such a simple day for those folks named as witnesses, given the general reputation the video service provider industry has when it comes to customer service, as well as statements recently made by some of the senators involved.
“Consumers in every corner of the country share common experiences about fending for themselves against customer service and billing practices by TV providers that are at best confusing, and at worst deceptive,” U.S. Senators Rob Portman (R-Ohio) and Claire McCaskill (D-Mo.) say in a statement released earlier this month. “For more than a year, we have conducted a bipartisan investigation of the largest cable and satellite TV companies. We believe our hearing will be a big step forward for consumers, allowing them to understand how their TV providers really work and make informed decisions about their video service.”
Set to testify are:
• Tom Karinshak, SVP, customer experience, Comcast
• John Keib, former EVP and COO, residential services, Time Warner Cable
• Kathleen “Kip” Mayo, EVP, customer operations, Charter
• Rasesh Patel, SVP, product management, AT&T
• Kathleen Schneider, SVP, operations, Dish
The June 23 hearing will be streamed here. The senators reportedly plan to conclude their investigation by Fall 2016.
Filed Under: Industry regulations