Last night I’d planned to watch the Canucks game. As it turns out, it was being shown on a new premium sports channel called Sportsnet One. This is extra-confusing for fans, because Sportsnet One replaces the pay-per-view games of past seasons.
The model is different (I’m assuming it’s part of some push by the cable networks to remain relevant). Instead of purchasing pay-per-view games, you have to subscribe to the right television package which includes this new channel.
I was a little baffled. So I did some googling and found this page on Shaw’s site which aspires to explain to consumers how the new channel works:
Now that the free preview has ended, Sportsnet ONE and its companion channels will be included with Shaw Digital TV, HD Sports, or as part of the Sports Pack.
Do you know the specific TV package to which you subscribe? I sure don’t. Why would I? It’s a decision I made a year ago (and many customers probably made it five or ten years ago) and instantly forgot. There’s really no incentive to remember it. We pay no attention to our digital bills, either, because our Shaw fees are automatically deducted from our account.
Yet the corporation assumes that I must be familiar with the details of the service they provide, the particular names they assign to them and which one I ordered months or years ago. They can’t see past their product suite to see the customers’ perspective.
The solution? Link to some kind of online cheat sheet that enables customers to determine what package they actually subscribe to. When I called Shaw to enquire, the automated phone system told me that “the wait time was longer than 30 minutes”. How many support calls could they have avoided with a little tweak to their website?
Chatr and Mixed Messages
Every time I pass this billboard, I chuckle to myself.
It reads “fewer dropped calls than the new wireless carriers”. I was initially perplexed by this sign, because I’d only started seeing the chatr brand a few months ago. How could they be differentiating themselves from the “new wireless carriers”?
Then I learned that chatr is Rogers Communications’ new discount mobile carrier, designed to compete with Telus’s Koodo and new-comer Wind Mobile, among others.
Rogers is keen to stand arms-length from the chatr brand. There’s no Rogers branding in any of their ads that I’ve seen, and the only place you’ll find the Rogers name on the chatr site is in the legalese.
And yet the billboard’s language seems to imply that “well, everybody knows that chatr is, in fact, a brand owned and operated by the venerable Rogers Communications Inc, so you can trust us”. They seem to have incredible faith in the efficacy of their launch campaign, because this ad depends on your understanding the relationship between Rogers and chatr.
Or maybe they’re just trying to lie to me, and convince me that chatr is much older than it actually is?
Also, lower-case, misspelled brand names? So 2001.