• Report: #61434
Complaint Review:

Cablevision Systems Corp AKA Cablevision

  • Submitted: Sat, June 21, 2003
  • Updated: Fri, September 17, 2004

  • Reported By:SEDONA Arizona
Cablevision Systems Corp AKA Cablevision
1111 Stewart Avenue Bethpage, New York U.S.A.
  • Phone: 516-803-2300
  • Web:
  • Category: Cable TV

Cablevision Systems Corp AKA Cablevision RIPOFF the business that doesnt give a dam They seem to just make up stories, probably out of a customer complaint manual. Bethpage New York

*UPDATE Employee: cablevision doesn't cares only about money,not customer satisfaction.

*UPDATE EX-employee responds: correction

*UPDATE EX-employee responds: Thanks

*UPDATE EX-employee responds: I do live in Kansas and worked for Cablevision in Joplin, MO

*UPDATE EX-employee responds: More Information

*UPDATE EX-employee responds: there's a little mystery here

*UPDATE EX-employee responds: rubbish

*UPDATE Employee: a lot more outages recently because of the "Rebuild" work on the systems

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We, as subscribers to Cablevision cable connection have undergone extremely poor service because of cable breakdowns consistently, weekly for the past 6 weeks. We phone their 800 number every time our cable quits and are told different stories for the cause, five different stories in one day! They have told us they were changing to fiber optics, then, they said they were laying new cable, then they said, it was due to a power problem, then they said in was a power supply problem!

Our power lines are under ground and we rarely have power outages. They seem to just make up stories, probably out of a customer complaint manual. They are liars! We've been cut off many times right in the middle of a mystery or a ball game or something very interesting or important.

Our ripoff complaint is not about our being damaged, except for mental anguish and suffering, wasting a lot of time phoning these don't give a d**n people. Their field technicians, if they have any, seem to be brain damaged plumbers at best.

They enjoy a monopoly, so there is absolutely no competition except for DirecTV who are extreme con artists! Boy, are we lucky!

Charles and James Dolan, Robert Lemle, should know about how their company is treating people. But then, they are very rich and probably do not give a d**n.

SEDONA, Arizona

This report was posted on Ripoff Report on 06/21/2003 10:13 PM and is a permanent record located here: http://www.ripoffreport.com/reports/cablevision-systems-corp-aka-cablevision/bethpage-new-york-11714/cablevision-systems-corp-aka-cablevision-ripoff-the-business-that-doesnt-give-a-dam-they-s-61434. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

cablevision doesn't cares only about money,not customer satisfaction.

AUTHOR: Aaron - (U.S.A.)

i am an installer for cablevision. many times we are late arriving to customers homes to install their services. this is because cablevision schedules more appointments than the technicians can actually cover.we are given an impossible workload and told to "do as many of them as you can."
the length of time a job takes to be completed is estimated by a point system. every 12 points is estimated to be an hour. if one job is 50 points, another is 36 points and another 22 points, how can we complete them all in an 8-11 a.m. time frame? one day i added up my points and i was estimated to have 27 hours worth of work! some technicians are showing up to 2-5 p.m. appointments 10 o'clock at night.
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#2 UPDATE EX-employee responds


AUTHOR: Stuart - (U.S.A.)

As a correction, the time frames used to be four
hours which more recently became three hours for
the window (it used to be that a service
interruption had to be for over six hours before
a customer had to call in to get credit, now it's
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#3 UPDATE EX-employee responds


AUTHOR: Stuart - (U.S.A.)

Thank you for your response Marilyn.

As an additional comment regarding time frames
given to customers as to when to expect the
technician, at one time there were systems
where we told the customer they'd have to wait up
to six hours for the technician on a service call (which has been changed to four hours
throughout all the systems which my understanding
is that this has been enacted into law). If the
service call is set up within 24 hours from the
time the problem is reported in, then the
customer may have to wait all day for a
technician (no requests for a morning or
afternoon were being entertained).

I used to work for a carpet cleaning company
that would give out two-and-a-half windows that
handled far more territory with less techs that
were all subcontractors. In my opinion, there's
no good reason for a customer to hang around
more than 90 minutes for a tech to arrive (to
allow for unforeseens such as additional work,
traffic and directions). It'd be interesting to
hear from others what the time frames are for
other companies and how they were established to
begin with.

I hope that the company you work for gives good
health benefits.
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#4 UPDATE EX-employee responds

I do live in Kansas and worked for Cablevision in Joplin, MO

AUTHOR: Marilyn - (U.S.A.)

Yes I did work for Cablevision. Up until last week Cablevision contracted with and outside company to handle their overflow. My company handle customer service calls for Cablevision out of 4 of their call centers. Joplin and St. Joseph, MO, Fairmount, WV, and Rocky Mount. We were not as highly trained as the CSR's in the actual Cablevision call centers and often had to transfer calls to them.

Part of the reason they contracted with us was to handle the high volume of calls that they expected to receive from all the changes being made at Cablevision. With over 3 million customers it would have been difficult for just the regular call centers to handle all those calls.

What Stuart said is absolutly true. If a customer had a problem we could not handle they were transfer to a CSR that had more acess or authorization but not an actual supervisor.

I hope that explains the confusion
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#5 UPDATE EX-employee responds

More Information

AUTHOR: Stuart - (U.S.A.)

The first change in the prior report is that
customer service operations were consolidated in
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#6 UPDATE EX-employee responds

there's a little mystery here

AUTHOR: Stuart - (U.S.A.)

In followup to my first report, after reading the
other postings, there's a little mystery here
as Cablevision's territory covers New York, New
Jersey, Connecticut and a small piece of
Pennsylvania. The other posters say they come from Arizona and Kansas.

I don't doubt the accuracy of the consumer
complaint report, but it needs a further
explanation as to which system and town of
Cablevision it's actually referring to.

The other report from Kansas may be from
somebody who used to work at Cablevision,
however I'm not sure. The information in that
report though is accurate for most systems.

For myself, I worked for Cablevision for over
six years having left them this past March.

In regards to consumer problems, when a number
of customers are affected having poor reception
or modem problems, the usual reasons are:

(1) Weather due to storms, extreme heat and
extreme cold.
(2) Rebuild which was over 95% completed when I
had left.
(3) System problems due to technical factors
(4) Other factors such as broadcast problems
originating outside of Cablevision.

The biggest problem facing Cablevision which has
been a constant when I was with them is
communications as the company always seemed to
be understaffed and even more so with all the
recent layoffs during the past year.

Cablevision doesn't have a manual per se as the
business is way too complicated for a manual to
cover plus changes are constantly going on (two
of the biggest recently is when the operations
for consolidated into Newark and converting the
call centers into virtual call centers).

Virtually speaking, a Customer Relations
Coordinator (more accurately Customer Service
Representative), is expected to handle calls on
his or her own in the call center. In regards to
access to reliable info for a CRC, what's
available are the computer databases, technical training manuals, occasional classes, the escalation queue and (before going virtual) other CRCs.

When a customer requests a supervisor due to
dissatisfaction with a CRC response, then the
normal recourse would be to transfer that
customer into the escalation queue to whoever
picks up. This queue is not normally staffed
with supervisors which is somewhat a bit of a deception. However the staff is overall highly
trained (still you can run across somebody from
there who will arbitrarily ask a CRC what can
somebody from escalation say to the customer that
a CRC can't say or say to an irate customer that
we'll have to get back to him or her to avoid
dealing with the customer). Due to understaffing,
waiting periods can be considerable. Too often
teeth have to be pulled to find out what's going

The computer system itself needs to be seriously
updated from Cabledata which is quite limited.
The company also needs to set up some forums for
all the employees to facilitate communications so
that accurate information can be given in a more
timely fashion
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#7 UPDATE EX-employee responds


AUTHOR: Stuart - (U.S.A.)

Since Cablevision doesn't do business in Kansas,
I don't see how you would be a current CSR for
Cablevision. So do you actually work for
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#8 UPDATE Employee

a lot more outages recently because of the "Rebuild" work on the systems

AUTHOR: Marilyn - (U.S.A.)

I am a CSR for cablevision. We all understand that there has been a lot more outages recently because of the "Rebuild" work on the systems.

The company is switching from anolog to digital service which requires new equipment and new lines. I know this is a lousey excuse but it is the only one we have. Just remember that when your service is out for more than 4 hours you can request a credit for the day. You just have to call back when your service is restored and ask for it.

As far as the tech's are concerned I have a tendency to agree with you. There have been many tech's I would have liked to ring their necks.

As far as the "excuses", often times when a person first calls in, we don't know what the problem is other than they are doing rebuild or maintenance work in the area. Later when a little time is passed the actual problem will be given on out outage board, but that is after the tech's report the exact problem. We can only tell the customer what we know at that time. I'm sorry if this leads to some confusion.

I too, have often wondered about heads of the company. Are they unaware or just don't care.
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