Obsessed with the future of TV

This is a notebook about television, internet video, and what the next living room will be. It's an outline powered by Fargo. The editor of Glass is Zach Seward; the lead developer is Sam Williams.

The name is an argument: that media are best understood as competition for attention on screens connected to the internet. Phones, tablets, laptops, monitors, television sets—it's all just glass.

  • Listen: Attempt to cancel Comcast service turns into an endless nightmare.
      • Wow.
      • Ryan Block, who was once the editor-in-chief of Engadget and still works at AOL, tried to cancel his internet and TV service from Comcast the other day. It wasn't easy. This recording, he says, starts about 10 minutes into his phone conversation with Comcast's retention department.
      • I've reached out to Comcast to confirm the recording is legitimate; all signs so far indicate it is. Update: Comcast couldn't immediately verify the call but said in a statement, "We're investigating this situation and certainly want to apologize to the customer. This isn't how our customer service representatives are trained to operate."
      • From the call...
      • Customer service rep: "I'm just trying to figure out here what it is about Comcast service that you're not liking, that you're not wanting to keep. I mean, why is it that you don't want to keep that service?"
      • Block: "This phone call is a really actually amazing representative example of why we don't want to stay with Comcast."
      • The representative is obviously not following protocol, but the recording's release won't be good for Comcast, which already has a terrible reputation for customer service.
      • Update: Comcast just issued a longer statement confirming the authenticity of the recording and apologizing:
      • We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize. The way in which our representative communicated with him is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.
  • Monday 7.14.14