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Cloud Call Center Community Featured Article

TMCNet: The News and Observer, Raleigh, N.C., Sarah Nagem column: Who spoiled football party?

[November 14, 2009]

The News and Observer, Raleigh, N.C., Sarah Nagem column: Who spoiled football party?

Nov 14, 2009 (The News and Observer - McClatchy-Tribune Information Services via COMTEX) -- Brian Premock, a hard-core Penn State football fan, invited more than a dozen friends to his house Nov. 7 to watch the Nittany Lions play the Ohio State Buckeyes.


But a signal mix-up from ESPN left Premock and other Big Ten fans wondering what went wrong.

ESPN2 was scheduled to broadcast the game, while ABC 11 was showing Wake Forest vs. Georgia Tech. Premock, his family and guests realized the Wake Forest-Georgia Tech game was on both stations, which have the same owner.

Premock, who had planned a party with food and drinks, wasn't pleased. And he wanted answers.

The error was ESPN's. "There was a technical issue," said Mike Humes, a company spokesman.

Premock didn't know that right away. When he realized the game wasn't on, he called his cable provider, Time Warner Cable -- three times. The third person he spoke to said the problem was likely technical, Premock recalled.

Not wanting to disappoint his guests, Premock asked about getting the ESPN GamePlan, which allows digital-cable customers to see more games. He wanted Time Warner Cable to let him and his friends watch the game for free, considering the mix-up. But since the PSU-OSU game was scheduled to air locally on ESPN 2, it wasn't available on GamePlan.

"There's no other option than perhaps take this whole house full of people down to the local bar," Premock said.

They didn't go watch the game at a bar. "The party went on, and we just lived with it," he said.

When viewers don't have access to programs they expect to see, their first reaction might be to call the cable company or their satellite provider. But the cable system can't always fix the problem, said Time Warner Cable spokeswoman Melissa Buscher.

"We don't control what the programmers send us," Buscher said.

Even so, she said, cable customers can call Time Warner, whose workers could then call the network that sent the wrong signal. That's what happened last Saturday with ESPN.

Sports fans can also call ESPN in Connecticut.

But disappointed cable customers such as Premock shouldn't count on a refund. In cases like last week's, Buscher said, Time Warner won't compensate customers because it wasn't the company's fault. Typically, Time Warner gives refunds only in such cases as mass outages due to ice storms, she said.

John Idler, president and general manager at ABC 11, said he had gotten a fewe-mail messages and a half-dozen phone calls from viewers about the football blooper last Saturday.

"The operators at Time Warner were saying it was our issue, and it wasn't," Idler said, adding that ABC 11 has nothing to do with what's shown on ESPN channels.

ESPN realized the problem, and the game came on during the third quarter.

By then, action on the gridiron wasn't going Premock's way. The Buckeyes beat his beloved Nittany Lions 24-7.

"It was a really bad day," Premock said.

Sarah Nagem is filling in for Troubleshooter Leah Friedman, who is on maternity leave.

To see more of The News & Observer, or to subscribe to the newspaper, go to http://www.newsobserver.com. Copyright (c) 2009, The News and Observer, Raleigh, N.C. Distributed by McClatchy-Tribune Information Services. For reprints, email tmsreprints@permissionsgroup.com, call 800-374-7985 or 847-635-6550, send a fax to 847-635-6968, or write to The Permissions Group Inc., 1247 Milwaukee Ave., Suite 303, Glenview, IL 60025, USA.

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