"Brian Becker is responsible for all of this..." or "This was the way Becker wanted to do it..."
Dear Cable Internet customers,
Amazing how I’m now being blamed for this Monday deadline. I know many (or maybe most) of you have been told by the clerks at MyCityCable that somehow I’m responsible for all of this so I’d like to at least attempt to set the record straight.
I met with Michael Pry & David Presley on Tuesday, April 5th, and confirmed that if we lost our injunction we could provide them an electronic list of all customers within days of the judgment being rendered to transfer over. David Presley took me into Mr. Bach’s office, who agreed to the same.
We all agreed that the customer should not suffer because of our differences or the lawsuit.
On Monday, May 2nd after we learned of the Injunction ruling, we contacted Pry, Presley & Bach and asked if our customers would have to reset their modem after they had transitioned them from SEMO.net to MyCityCable. Pry responded that it would not be necessary.
On Wednesday, May 4th, at 7:53AM I sent them the list of all our residential customers. Presley & Pry called me around 3pm and said that Bach had decided the following:
The City has decided to make NO assumption of service for SEMO.net customers
TO HAVE SERVICE: Customer must call by Noon on Monday May 9th
Customers who call after noon on Monday or do not call at all will be disconnected at 4:30pm
Customers who are disconnected will not get back online until the morning after they call MyCityCable
I expressed how wrong this was and that there was no way for all these customers to contact them by Monday noon and this was not fair to these people. They said it was because people had called up and said they didn’t want to switch to MyCityCable. I expressed that MOST of the SEMO.net customers did not want to switch but they all have been made aware that it must happen. I reminded them of our conversation on April 5th and they agreed to go back to Bach and ask again about a block transition.
Ten minutes later, Presley called back and said Bill has decided that if you [Brian] take full responsibility for all customers and assure us [the City] they want to switch to MyCityCable and that if they call to complain we can tell them that Brian Becker is the one who has forced you [the customer] to switch to MyCityCable: THEN we [City] will do this as a block transition. Presley emphasized that he needed to receive an email from me assuring my responsibility.
That was clearly a trap that I could not step into.
At 3:30pm yesterday we emailed all our cable Internet customers about the new change and demand upon our users. Shortly after we began calling each customer to make sure they saw the email and answered their questions. We called 300 customers by 9pm and the rest were called this morning. Staff worked tirelessly and even a former employee heard of the issue and came in to make calls for 3 hours.
After more than 20 reports that I was being blamed for all this I sent the following message to Pry, Presley & Bach:
Michael & David,
Others are now calling in saying that one of your representatives at the counter is telling people that this is Brian Becker’s fault that all the customers are having to contact MyCityCable to switch. Please stop your agents from saying this.
Your team decided this was how it was to happen, your team called me and told me how this would happen. We all know the truth that you called back and said “Only if I would send you a personal assurance with personal responsibility for each customer who is switched over to your service” would you do this bulk change. You could have billed me if they canceled your service or any number of things had I accepted those terms.
We both know you made a huge mistake in your decision to handle these customers in this way. How about accepting the responsibility for the ramifications of that mistake rather than pass it off on me.
I have not received a response to this message.
Many have noted the stark contrast between their phone call(s) from SEMO.net explaining how to switch away from SEMO.net with the attitude received from City Cable clerks when trying to sign up for MyCityCable. How curious that SEMO.net was apologetic and encouraging while losing a customer, and MyCityCable seemed put out while gaining a customer.
For now, the comments on this blog post are open, please be respectful. I know there are a lot of frustrations swirling so please refrain from being personal or vindictive toward either SEMO.net or the city with your words.