If the BBB can rate these guys, why not me? I’m a stickler for good service — I won’t patronize companies providing inferior service. When I had a billing problem with Sprint about 5 years ago and the phone rep called me a liar, I switched to VoiceStream (Jamie Lee Curtis had nothing to do with it). Conversely, I’m willing to pay for good service: Apple’s not cheap, but they generally take care of you.

The most important aspect of customer service is being treated with respect. If you hear me out and professionally attempt to resolve my issue you’re doing a good job. Obviously, the next set of criteria is being able to actually resolve the issue efficiently. Online forums, support docs, and web apps make me happy too — I’d rather research the problem myself or manage my account if you give me the tools.

With that in mind, here are my ratings of several companies I’ve dealt with over the last year. Feel free to contribute your own ratings in the comments.

Never enough time…

• CinemaNow-burned DVDs likely to fail in many commercial DVD players. (BoingBoing)
• Humax DirecTV LCD reviewed. (CNET)
• Dolby to offer 3D projection system. (Engadget)
• ZigBee and other RF specs face possible litigation. (eHomeUpgrade)

Until AT&T expands their U-Verse IPTV offering, they’ve partnered with Dish in providing a networked DVR which includes home media features and movie downloads. Beginning today, residents in Ohio and San Antonio can rent a Homezone box for $9.99/mo… on top of their existing monthly Internet and satellite subscription fees. I can’t imagine the few extra features will compel many folks to migrate from a typical Dish DVR and PPV.

Reuters says: The box contains a TiVo-like digital video recorder, or DVR, that records the satellite TV signal on a hard drive. Recordings also can be scheduled remotely via a Web site. Homezone also downloads movies on demand through from the Internet-based Movielink service for additional fees — $4.99 for new releases. AT&T expects to add support for the video-on-demand service Akimbo in the future. Among other functions, the box can show photos and play music from a home computer connected to the Internet gateway.

Never enough time…

• TiVo now selling at Radio Shack. (Davis Freeberg)
• Echostar invests in CinemaNow. (HDBeat)
• Check out PVR-oriented podcast. (TechLore)
• Cingular launches HBO series for cellphones. (Reuters)
• UPnP AV network specs updated. (eHomeUpgrade)

Anyone live near LA? In two weeks the American Film Institute (AFI) is hosting a pretty interesting digital media gathering. Some of the compelling sponsors include presenter Starz (aka Vongo) and exhibitor Brightcove (a TiVo partner). More importantly TiVo and DTV have been nominated for Interactive/Enhanced Television Programming Emmys and the winners will be announced here. The event does cost $150, but access to the cocktail reception is included.

Reuters says: “This is monumental — that any TV distribution over broadband will now be eligible across all categories for the Primetime Emmys,” said Hurst, explaining that content created exclusively for the broadband platform now can compete against network content. Finalists in the category of enhanced or interactive programming include AOL Music On Demand, from AOL/Time Warner Cable/Zetools; CNN Enhanced, CNN; DirecTV Interactive Sports, DirecTV; and TiVo Service, TiVo.

I don’t believe any of my blogging buddies will be attending, so if anyone can provide photos and commentary we’d all very much appreciate it!

Never enough time…

• DirecTV HD TiVo getting upgraded to 6.3! (HDBeat)
• Optical component reads Blu-ray and HD-DVD. (EETimes)
• Court rules against “film sanitizing.” (AP)
• Audio interview with Electronic Frontier Foundation’s Fred von Lohmann. (eHomeUpgrade)

Never enough time…

• Cable giants sued for VOD patent infringement. (Engadget)
• DirecTV to launch $7500/yr everything-and-the-sink high roller service. (DirecTV)
• The EFF smacks down Apple’s embrace of DRM. (Boing Boing)
• Free DivX codec adds “sharpening” feature. (DivX)
• XM to develop crank radio and I don’t know why. (Orbitcast)

We haven’t heard a whole lot since the jury ruled in favor of TiVo. However, today the Rocky Mountain News reports that TiVo is seeking an injunction against Echostar. We probably won’t learn much more until after next month’s bench trial. Stay tuned…

“Each day EchoStar is allowed to continue its infringement, EchoStar takes subscribers that would otherwise be TiVo’s,” TiVo wrote in a document available on the court’s Web site. “TiVo is a small company with essentially one product — its patented DVR technology. If TiVo cannot deliver this technology, its current business will fail.”

UPDATE: This morning (5/24), Echostar responded in the form of a press release:

“We are pleased that the United States Patent and Trademark Office yesterday rejected many of Tivo’s patent claims as invalid. That reexamination ruling, together with the favorable decision from the Court of Appeals earlier this month (finding that the Texas court abused its discretion in connection with key trial evidence withheld from the jury), are steps in the right direction as we prepare our response to Tivo’s recently filed injunction motion. Similarly, the favorable U.S. Supreme Court decision last week in the Ebay patent injunction case will be considered as part of the long process ahead.”

I have no idea which patents they are referring to or if this development has any bearing on the case. Is Echostar posturing for more favorable licensing terms or are they intent on fighting the verdict?

UPDATE 2: TiVo fires back with their own press release…

“The level of misleading spin that EchoStar is putting out with respect to our patent case against them is quite extraordinary. We are pleased to
state that the USPTO issued its first Office Action in the reexamination.
The USPTO reexamined all 61 claims set forth in the Barton patent
confirming the validity of most of the claims, including two of the claims
that EchoStar has been found to have willfully infringed. In the Office
Action, the USPTO expressly rejected the invalidity arguments put forward by EchoStar. While certain of the patent claims were rejected by the patent office, this should in no way impact the jury verdict. We will now be given an opportunity with the patent office to discuss our claims which we believe should result in a reaffirmed and strengthened patent. We will provide a real understanding of how this process works on our earnings call after close of market today.”