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Pay TV companies make their customers curse more than any other

Published Dec 18th, 2013 11:00PM EST
Satellite Cable Companies Customer Service

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Have you ever dropped a profane four-letter word when dealing with your cable or satellite TV provider? If so then you aren’t alone… in fact, you’re one of many thousands. Call analytics firm Marchex has done an exhaustive study detailing which companies’ customers are most likely to curse them out over the telephone and has found that satellite TV and cable TV providers rank first and third among all industries, respectively. In fact, Marchex found that satellite TV companies get cursed out in one out of every 81 calls while cable companies get cursed out in one out of every 123 calls.

So why are so many Americans are cursing out their pay TV providers over the phone? Marchex has some ideas.

“Television providers prompt consumer ire for two reasons,” the firm explains. “First, long hold times are frustrating and some of the cursing the study detected was during these wait times.  Second, consumers don’t appreciate being surprised about price or level of service and want products and services with easy-to-understand pricing.”

Anyone who’s ever been told, say, that they’ll have to pay an extra $10 a month just to have access to the HD channels they used to get for free can certainly sympathize with anger over pay TV companies’ pricing schemes. That said, it’s really not polite to curse out customer service representatives who are only doing their job when your real beef is with the high-level executives who create their companies’ infuriating policies in the first place.

Brad Reed
Brad Reed Staff Writer

Brad Reed has written about technology for over eight years at and Network World. Prior to that, he wrote freelance stories for political publications such as AlterNet and the American Prospect. He has a Master's Degree in Business and Economics Journalism from Boston University.