In your March 25 issue, Mike Parent, a Jones Intercable subscriber and media director at Young & Rubicam, expressed a less than sterling review of Jones Intercable's customer service. Mr. Parent's problems, in his words, occurred about a year ago. The problem has long since been fixed; nonetheless, bad experiences have a way of lingering in memory....
I'd like Mr. Parent and your readers to know that Jones Intercable is very aware of our past customer service problems in Naperville [Ill.] and we are in the midst of a comprehensive plan to improve our service...
Mr. Parent also expressed an interest in a competing cable service. In this regard, I'd say the expectation and the reality can be quite different. We actually welcome the opportunity to compete in Naperville as long as the playing field is level. Because Jones' contractual requirements to Naperville are more stringent than Ameritech's, we are seeking to remedy these inequities. The more restrictive franchise requirements Ameritech faces in other cities could be at the root of their postponement of services in some Illinois communities.
We are very confident that the changes we have made immeasurably improve our ability to serve our customers in Naperville.
I enjoy reading Advertising Age each week; I usually pull at least one article from each issue to share with my clients or for my own education. Having said that, I have a complaint: I work in radio and have noticed a remarkable dearth in the magazine's coverage of this important medium.
Kudos must be given, though, for the article on Mel Karmazin (March 11) and the Westwood One ratings article (April 1) and "Marketing with country music" (April 29). I have copies of them all. But compared with your coverage of TV (in all its forms) and print, radio coverage doesn't come close.
I don't expect the same amount of coverage, I just want a little more. Radio, as a medium, is an exciting area to be working in right now. So much is happening! It is a shame to give it such short shrift.
I am writing concerning a recent television ad for Western Auto's Parts America. The ad ends with the statement, "It won't cost you an arm and a leg," while depicting a man with an arm and a leg falling off.
Anyone who has lost a limb due to cancer, auto or industrial accident, etc., would find no humor in this punch line.
In a world of political correctness, Western Auto's insensitivity to the handicapped probably was an oversight. However, strong and thoughtful consideration should be given to discontinuing this commercial.
Bruce H. Gutterman
Advertising director, F-R-S
In "Kraft teams up brands for Olympic sponsorship" (May 20, P. 30), Dennis Rodman isn't a member of Dream Team 3 or involved in Kraft Foods' summertime Jell-O promotion centering on the Olympic basketball team.
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