Tag Archives: hbo

Customer service is becoming an artifact of a time that has long since passed

Business, Economics, Relationships, Technology, , , , , , , , , , ,

The other night I was watching Game of Thrones on HBO Now through my Apple TV (yes, how many products can I mention in one sentence?). Up until now, Apple TV and HBO Now has been a great service where I’ve really enjoyed the shows and the quality used to bring them to me. However, on this evening (and the following week), I discovered that the sound for Game of Thrones is horrible, to the point where I couldn’t hear the dialogue at all. I ended up turning up the sound on my television to practically maximum and still couldn’t hear what anyone was saying. When the show ended, the sound kicked back in and nearly blew out the speakers in my TV. Both weeks, I’ve been unable to hear the sound on this one show. I can hear it fine on every other show, both on and off the HBO Now service.

So, I sent an email to the customer support people at HBO Now and received one of those “we thank you for contacting us but we’ll have a real person get back to you later” responses. A day later, I received the most generic response ever, indicating that NO ONE read the email, but it was filtered through some program that must have caught the word “sound” or “volume” and then told me to go through the FAQ they have about how to handle problems with adjusting the volume with an Apple TV. Really? In other words, no human is EVER going to deal with the issue. In other words, having a customer support system is a joke and an insult to anyone who may ever feel the need to use it.

If this was just a one-off situation, I’d just chalk it up to that sort of thing. But no, I’m starting to run across this ALL THE TIME. An example: Electronic Arts, the company that is constantly competing with Comcast for the worst customer service on the planet. Some years back, back when the Internet was young, I used to play Star Wars: The Old Republic. And then I quit. A couple of years later, I decided to play it again. Except there was a problem. Let me explain.

When I first played Star Wars: The Old Republic (SWTOR), it was owned by Electronic Arts, but it was billed by its subsidiary company Origin. Sometime during that period when I was no longer playing the game, someone breached Electronic Arts’s servers and stole a bunch of accounts. One of them was mine (inactive at the time because I wasn’t playing any games that Electronic Arts owned). Someone tried to buy FIFA (some soccer game) on my stolen account, but was thwarted by the fact that my credit card had expired a year or so before the transaction was attempted. By the way, EA somehow has translated that to believing its crack crew of cyber security experts had “stopped” the transaction and did a great service to me. Keep in mind, the only “stop” that was conducted was my bank saying, no, that credit card hasn’t been valid for a long time now. Anyway, to make a long story short, EA incorporated Origin into its service as its process of charging everyone for everything, so when I went to reactivate my account for SWTOR, EA refused to let me put any credit card information onto the account because my credit information was now “flagged”, which really translates to “we tried to let a thief fraudulently charge a game to your account and the transaction failed, so we now have to flag your account as one we can never allow you to make charges on again, even though our customer service people have given back access this account to you, no longer the thieves.” All attempts to “fix” this account have failed, as I have escalated the issue to the top echelons of EA, and each time it gets rejected based on…well, no one really knows why. It just keeps getting rejected. And then I get a really friendly email from EA stating: “So, is there anything else we can help with at this time?” I guess just rejecting me isn’t enough. They want to rub salt in the wound, too. For the record, the people at SWTOR have been very kind, but have resigned to the fact that if EA can’t fix it on their end, the issue is out of the hands and incapable of being fixed. Sure, I could start up a new account, but I have a ton of maxed characters on this account and a lot of game money in their banks, or possession. Starting over is not something I desire to do, so I’ve pretty much just stopped playing the game. I could play by buying a monthly game card (for game time), but that means I have to pay the maximum price to play the game each month, which is a direct insult to someone who was a member of the game when it first launched.

Strangely enough, gaming companies do this sort of thing a lot. Sony is a good example of this. I had an Everquest account back in the day, but when I stopped playing, somehow my account then became “flagged”. I can’t get my account back now. It’s like I was doing horrible things in the game and am now banned. But I’m not the sort of player who does any of those kinds of things, but as usual, I can’t even get them to tell me why the account was banned, meaning it was probably compromised during the time I was gone, or it was breached during one of those early periods when entire batches of accounts were breached at once by overseas hackers and rather than deal with each case one by one, they just banned everyone as a consequence.

The point is: Customer service is almost nonexistent these days. Because of automation and outsourcing, we now have a situation where if you ever need customer service for a game or product, chances are pretty good that you’re going to end up very dissatisfied. There are some good companies still out there, but they are becoming rarities, and one thing I’m starting to recognize is that when someone recommends a company to me for good service, it’s usually because they had good service from that company YEARS ago and probably haven’t had a recent situation they’ve had to deal with concerning that company. I’ve had a few encounters like that recently where I went with a company because of past, good experiences, only to discover that they’re currently a crapfest when it comes to dealing with customers.

Just saying.

When Did HBO Become the Sex Channel?

Television, Writing, , , , , , , , ,
I've been in love with her since the first time we met in ancient England, but that doesn't mean I want to see her having sex with other people
I’ve been in love with her since the first time we met in ancient England, but that doesn’t mean I want to see her having sex with other people

One of the more popular shows in America right now is Game of Thrones, which airs specifically on HBO. It’s a pretty decent show, has great acting and writing, and can definitely tell a story. Well, I could probably say that about most HBO shows that I’ve watched over the years, and that includes The Sopranos, Deadwood, Rome, True Blood and the Wire. These were all great shows.

One thing that distinguished most of these shows from regular network programming is that they were on HBO, and as a result, they could sometimes be a bit more risque than your usual show. This usually meant nudity, sexual situations, drug references and possibly violence (although violence is the one area that regular networks have little problem glorifying). But something changed over the years, and I think what has happened is that the programmers at HBO are now more interested in glorifying sex than in actually telling a story that involves sexual situations. I know that sounds like I’m saying the same thing, but I really think there’s something to this.

Let’s look at the time when this started to change. The show True Blood has always been a bit on the edge when it comes to sexual situations. However, a few seasons into its run, the story line, which used to be the center of the show (the underworld of the vampire universe) somehow turned into sex central, to where the main story seemed much more about who Sookie Stackhouse was going to fuck, or who amongst the rest of the cast was going to have sex with someone else. So they started introducing female on female sex, male on male sex, animal on human sex, animal on animal sex, hybrid animals on hybrid animals of different genders having sex, and don’t get me wrong but somewhere down the line I think they were experimenting with mermaids, fairies and werewolves. I’d say they kind of jumped the shark, but so far they haven’t tried to have sex with a shark yet. I imagine that’s in the next season.

Basically, what this has developed is a sense that HBO is on the edge when it comes to sex so that it’s treating it like the new violence variable that network programming used to do, and by that I mean that every season to television around the 1980s was designed to push the envelope on violence to see what they could get away with. HBO, having gone completely over the edge with violence in its shows, is now trying to push the very boundaries of sex with its series.

Last week, HBO crossed the line with Game of Thrones by going way overboard with rape. One of the main characters raped his sister near the dead body of her son in a very nonconsensual rape scene that the director Alex Graves, indicated was his favorite scene he’s ever done.  The problem I perceive is that he’s so enamored with how he’s overstepped the boundary of decency that he believes that he’s taken the show (and the network) in a positive direction, when in fact he’s actually done the entire genre a complete disservice. There was a story a few weeks ago of a woman who was sued by an affiliate of HBO for refusing to do a topless sex scene.  The commentary on that story from the readers is amazing, but I’ll let you read into that yourself. To sum up, basically people are upset at the actress because she signed a contract to appear naked and do sex for a television role.

My question is to ask why a sex scene is all that necessary to a particular story line. As a writer, I understand that sometimes sex is a necessary element to move a narrative along, but I can’t remember ever writing a sex scene because I started thinking “I really need to spice up this book”. And that’s the problem I think we’re running into because I believe a lot of the sex we’re seeing on the screen these days is just bad writing that takes the lazy way out of a plot device that they didn’t want to waste time trying to create. I remember once, in my earlier days of writing, where I actually found myself having to figure a way OUT of a sexual situation in one of my stories because I realized the sex would have been too easy to write for that scene, and I actually reached a far better place for the story by having the sexual situation avoided by the main characters (which brought a lot more drama to the moment than if they did the deed).

What I do know is that quite often when I’m watching a television show and it moves off into sex mode, I often find myself doing other things than watching the show because I find the “sex” in a television show to be very uninteresting. And it’s not because I’m a prude; I’m about as far away from that as possible. It’s because if I want to watch porn, I’ll watch porn. When I turn on the television set to watch drama, I want to watch drama, not ten minutes of young people trying to simulate copulation on the screen (or actually doing it, which is often even worse). I know there are some people who watch certain shows just in hopes of seeing some actress or actor naked, but I’m not one of them. Maybe when I was 13 and hadn’t seen all that many naked women in my time, but these days I need real narrative elements to get me going, and watching sex on the screen rarely does that for me.