You make a very valid point, however, there is one point where I disagree. My opinion is that the ONLY way a company will implement changes is when customers leave.
I was faced with the same ordeal, I was about to leave Verizon FiOS because of a problem with HBO Go. I knew it was out of Verizon's control, but if I left them (and others as well), they would have to put the heat on HBO to fix their problem.
What incentive would a company have, if all of the competition is worse than them, to implement changes that cost money?
So, for me, even if the competition is WORSE, I will still leave a company that does not meet my needs. I will do WITHOUT service before I accept poor service or even mediocre service.
Today society is all about complaining on Social Media, but less inclined to ACT. If you don't like something, don't just talk about it - DO SOMETHING about it. Money is the only thing a business understands.
Verizon discounted my monthly rate significantly because HBO Go is having problems. If HBO Go stil is not fixed in a month or two, I will cancel all of my Verizon services - TV and Internet, as a matter of principal. I want Verizon putting pressure on HBO to fix its bugs - HBO will listen to Verizon long before they listen to John Doe.
Best,
KB
