Aside from the recent compression bit, we haven't heard a whole lot of negative things about AT&T's U-verse. In the same breath, we'd like to add that we haven't heard a tremendous amount of praise either, which leads us to believe it's about as good as every other middle-of-the-road carrier out there. Clearly, those assumptions are remarkably misguided, as AT&T has pumped out a release tooting its own horn over the J.D. Power and Associates 2008 Residential Television Service Provider Satisfaction Study. In the three regions where it was critiqued, U-verse TV ranked highest in customer satisfaction, with the service receiving particularly high marks in the "offerings and promotions factor and the performance and reliability factor." So, the question beckons: agree, or disagree?

Owners of Panasonic LCD HDTVs can finally enjoy the same luxuries afforded to the plasma owners, ending a two-year phase of panel discrimination. The outfit's "exclusive" service has been rechristened VIERA Concierge and is now available to both LCD and PDP owners. Per usual, callers will be connected with subject matter experts to answer any questions they have, and there's also an HDTV loaner program which "makes HDTV loaners available at no charge to customers who have a plasma or LCD undergoing repair." It's about time LCD users got some respect around here, yeah?

In a bid to assure you, the prospective customer, that Texas Instruments' DLP chip is "bullet-proof" (its word, not ours), said outfit is stretching the warranty on any single-chip DLP module to five full years. Of note, this announcement covers chips within education, business, and home theater projectors only, and each manufacturer will be responsible for "providing details regarding their warranty programs, taking into consideration this new five year extension." Curiously enough, we can't decipher whether units that have already been purchased will be covered under the extension or if only new units purchased post-July 1, 2008 will be affected. If we owned one such device, we'd sure be on the phone with our manufacturer with this press release (in the read link) in hand.

Hot on the heels of DISH Network's call center expansion comes word that DirecTV is doing similar by opening up a 114,567-square foot facility in Huntington, WV designed to improve customer service. The center becomes the satcaster's sixth in the US, and some 550 company customer service representatives and supervisory staff will be employed here. Maybe it's expecting a rush of new calls about a bundle of new HD channels we aren't at all expecting? Ah, a man can dream, can't he?

Samsung's been pretty good about keeping its HDM players up to date with the latest protocols, and now it's launching a dedicated site to keep prospective consumers and current owners alike informed about the Blu-ray format. The aptly-titled Blu-ray resource center is split into two sides, one of which includes topics for existing BD addicts and one with information for those "looking to buy Blu-ray." Interestingly, the forum packs some pretty noteworthy questions, with the latest explaining how upconverted DVD just isn't as good as bona fide Blu-ray. Head on over and swallow some knowledge -- just be sure to watch for falling propaganda.

Far from being the first time Time Warner Cable has upset its subscriber base, the Los Angeles city attorney's office is pulling a Dee Snider and refusing to take the carrier's lackluster service anymore. In a 25-page lawsuit, the city is alleging that the operator "caused major havoc and distress" two years ago when it "failed to live up to its part of the franchise cable agreement requiring that a company answer subscribers' calls within 30 seconds and begin repairs of service interruptions within 24 hours of notification in 90% of its calls for service." The suit claims that no more than 60% of customer calls were answered in time, and cable / internet service was said to be "so intermittent and inferior in quality that it was not much better than no service at all." Not surprisingly, TWC representatives chose not to comment on the whole ordeal, but the outfit could face civil penalties of tens of millions of crisp US dollars in the case. Should've picked up the phone, TWC -- it would've been easier than picking up this tab. [Disclosure: Engadget is part of the Time Warner family]

[Image courtesy of Web 2 Concepts, thanks Scott]

Ruh roh. Seems that perpetual gripes down in Tampa Bay, Florida have finally amounted to something substantial. Just months after hearing a chorus of complaints about Verizon's lackluster customer service, we're now seeing that the carrier could face upwards of $6.5 million in fines for "willful and repeated lapses in Verizon's telephone service." Interestingly, it's reported that Verizon actually has fessed up to some service lapses, and it made a point to explain that it has been "simply overwhelmed with demand for the FiOS service." More specifically, it "acknowledged hiccups in repair service amid strong demand for its FiOS services," but has promised to bring things back up to par hastily. Tap the read link for more on the mess.

In exchange for purchasing 100 percent of 180 Connect's stock at $1.80 per share, DirecTV will take control over one of its largest installers, while in a separate deal, UniTek USA is taking over all of 180 Connects old cable TV servicing units and certain DirecTV installation markets in exchange for Unitek's installation business in several areas. All this swapping and dealing should be complete in the third quarter, when a large number of customers in California, Colorado, Oregon, Washington, Utah, Montana, Idaho, Wyoming, Arkansas, Virginia, Hawaii and western Pennsylvania can expect their first DirecTV visit, to come from an actual employee of the company. Check out the PR for all the business details and locations involved and let us know if you think a shakeup from your cable or satellite provider's customer service would be welcomed.

It was around 2.5 years ago that we saw one of the first FiOS users in Texas give his review of the fiber-based service. Now, we're seeing a U-verse subscriber from Ann Arbor give his take on whether or not it's living up to expectations. Essentially, the service was praised for delivering HD material for a low (relatively speaking) cost, and at least for this fellow, his experience with customer service has been satisfactory thus far. As for picture quality, he notes that SD is superior to that of DISH Network, though the HD signals could stand to lose some minor artifacting. Interestingly, the subscriber states that actually getting U-verse installed was "a major undertaking," and although he didn't urge consumers to steer clear of AT&T, he couldn't wholeheartedly recommend the service in its current state either. Check the read link for the full interview.

Call us looney, but asking actual subscribers which HD channels they'd like to see most seems like an... astonishingly fantastic idea. Lo and behold, Insight has gone and done exactly that by hosting a survey for its customers to submit. Essentially, it asks respondents to select the top eight channels they'd love to see added to the high-def lineup, input what zip code they're in and toss in bonus comments if the mood strikes 'em. Of course, there's nothing there saying that the carrier will be using this data to bolster its high-definition offerings, but really, why else would it bother?

[Thanks, Matthew]

Barely a month after we heard that DISH Network would be hiring 200 folks from the Tulsa, Oklahoma region to "accommodate customer growth," we've now learned that the satcaster is hiring even more folks in an attempt to further demonstrate its "commitment to providing the highest level of customer care." Reportedly, around 400 technical support representatives and 40 support staff -- all of which will be "required" to have at least two years of experience in a "customer-facing or technical support role" -- will be taking a job in Phoenix, Arizona. Oh, and don't worry -- these individuals will be on the clock soon enough; DISH plans on hiring this month, training in May and opening the center in June. Now would be a good time to beam that résumé in, yeah?

We can't say we're shocked to hear it, but new data released by Symmetricom explains that cable operators have identified video quality problems as the primary reason customers call in with complaints. Potentially more disturbing, however, is the note that "only 31-percent [of carriers surveyed] said they use network monitoring tools to discover quality problems," while 61.9-percent learn of said issues via angry subscribers. As expected, these very facts are the same reasons given for high customer churn (along with high prices), and while 40-percent of respondents suggested that VOD is causing the most quality concerns today, 51.6-percent stated that HD is "expected to produce the most quality problems one year from now." Here's a tip -- stop shoving three HD channels on a single 6MHz slot, and we'd bet the quality complaints drop significantly.

[Image courtesy of Donna Earl Training]

Truthfully, the writing was on the wall -- after all, we've seen Verizon hit unexpected shortages on HD STBs, run completely out of Sharp AQUOS LCDs for its signup offer and create 335 new job openings in an attempt to get a handle on FiOS growth. All within three months. Now, it seems that customers are creating a hullabaloo due to all sorts of issues ranging from repeat over billings to discounts that never materialize to missing equipment. When questioned about the gripes (specifically in the Tampa Bay, FL region), Verizon's new head of operations in the area, Suri Surinder, noted that he was aware of the problems and said that fixing customer service was "a high priority." To be fair, this type of breakdown isn't uncommon when a product is so highly sought after, and from what we can tell, Verizon simply wasn't -- and still isn't -- prepared to deal with the influx of customers ditching satellite and cable to join the fiber revolution. Still, there's entirely too much competition in this space to do customers wrong -- have any of you been battling with Michael Bay's favorite programming provider over these very issues?

[Via TampaHDTV]

Netflix junkies the nation over were shot into a tizzy when the outfit's website went down for most of Monday. Apparently the company is looking to make up for any hard feelings created by the downtime by issuing 10-percent credits to customers. We're not certain if it's just users that should have had a title processed Monday or if its customer base at large will benefit, but according to e-mails being sent out to subscribers, 10-percent credits are being applied to accounts for the "inconveniences" caused. So, did you -- loyal Netflix subscriber, you -- get the same notification? If you're not exactly sure what you're looking for in that cesspool of messages called your inbox, click on through to peep the note in full.

[Thanks, Kyle]

This day and age, consumers are a lot more willing to fork out thousands of dollars to bring home a swank HDTV than in years past, but that being said, price is still a primary concern even for those with deep pockets. According to new research from iSuppli, it found that over 63-percent of respondents making between $100,000 and $149,000 per year cited price as a "main determining factor when buying a TV." Curiously, it still found that 40-percent of buyers were heading to (generally overpriced) brick-and-mortar outlets in order to pick up their set (versus 23-percent buying at discount stores like Costco and 18-percent purchasing online). As an aside, the surveyors found that consumers saw Best Buy as having the best customer service (um, really?), while fledgling Circuit City was ranked even lower than Wal-Mart. Still, we maintain that B&M locales are great for scoping out which set you desire, but we'd certainly glance around online before paying a premium for getting it nearby.

[Via New York Times, image courtesy of StarTribune]