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Regardless of how great a company’s PR team might be, the role of customer reviews and commentary is starting to gain impact in regards to a company reputation.

According to PR Daily, It has been rough for TV providers lately.

First, there was a viral video of a customer service call with Comcast.  Then, DirecTV faced backlash over a photo that made it to the top spot on Reddit.

A user posted a photo under the caption, “All my step dad wanted to do was cancel DirecTV, he is still waiting on hold.  The photo itself showed a phone that had been on an active call for two hours and 15 minutes.

True or not, the brand started to hear about it on Twitter…

To read more of this article, check out PR Daily.