Cable companies are notorious for horrible customer service. We've all experienced it firsthand. And returning your cable box, if you're moving out of the service area, or switching to a new provider, is always an absurd, Kafkaesque hassle: fees, red tape, long lines, long waits. So why are cable companies so willing to turn a blind eye to our collective anger? Consider it a retention strategy. The more of a hassle they make the process, the less willing we'll be to jump ship. It's very Machiavellian: rule by fear, not love. And, as their market penetration peaks, and as younger customers continue to look for cheaper options, it's only going to get worse.
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