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	<title>Justin Ramedia &#187; Customer Service</title>
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		<title>Poor Policy</title>
		<link>http://justinramedia.com/blog/2009/10/poor-policy/</link>
		<comments>http://justinramedia.com/blog/2009/10/poor-policy/#comments</comments>
		<pubDate>Wed, 28 Oct 2009 18:34:53 +0000</pubDate>
		<dc:creator>Justin</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Marketing]]></category>

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		<description><![CDATA[I wrote a quick email to fox.com the other day while I was trying to catch up on an episode of House that I had missed. It was a Monday, so a new episode was on that night, but I had missed the season premier the week before. So I did what any good fan [...]]]></description>
			<content:encoded><![CDATA[<p>I wrote a quick email to fox.com the other day while I was trying to catch up on an episode of House that I had missed. It was a Monday, so a new episode was on that night, but I had missed the season premier the week before. So I did what any good fan might do; headed over to fox.com to see the episode online so I could be thoroughly prepared for tonight’s viewing. Sadly, fox’s policy on online episodes is tragically short-sighted. Here’s my quick missive to them:</p>
<blockquote><p>Hi,<br />
I noticed that Fox airs shows online after 8 days. This is counter-intuitive to what you’re trying to accomplish. If you want people to tune in via their TVs than they have to catch up on episodes they’ve missed. If you changed the airing online to 6 days or possibly an hour before the NEXT episode, you’d get more people tuning in via TV where ads are more lucrative for you.<br />
Hope you consider this.</p></blockquote>
<p>I thought, at the very least they would have a low-level Fox community organizer send me an actual response either thanking me for the suggestion or telling me to mind my own business. Instead, I got a seemingly robot-generated email listing fox.com’s policies on online viewing. Here’s what they said:</p>
<blockquote><p>Dear <email removed>,<br />
The episodes listed on the site are the only ones currently available for viewing. The posting of some episodes may be delayed at least 8 days due to contractual obligations.</p>
<p>To select an episode, click on their episode’s picture below the video stage.  You must wait until the first commercial for a given episode has played before you can select a different episode.  Use the arrows to the top right of the listed episodes to see additional episode selections.</p>
<p>Not all Fox television shows are available for viewing on fox.com.  To request that additional programming be made available, please contact askfox@fox.com.  Be sure to include the specific show and episode to which you are referring.<br />
Sort of helpful, but I had just taken the time to point out a flaw in fox’s logic: I’ll never catch up on episodes if they wait 8 days to stream an episode online.</p></blockquote>
<p>I had used a form on fox.com’s website. I was under the impression that my email would go to fox. I learned after checking the email address that it actually came from Move Networks, the company that handles fox’s video streaming. It seems like such a simple thing to get wrong. When a user of your website has a question/concern/problem, you should want that email. You should crave that information. Sadly, Fox does not. I have contacted askfox@fox.com, but received no reply as of yet. Hopefully they remedy this online viewing policy, but until than I’ll always be a week behind the rest of the world in House.</p>
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