NCTA's Powell: ‘Customer service right now is completely unacceptable.’

National Cable and Telecommunications Association President & CEO Michael Powell is acknowledging the frustration many consumers feel when they look at their bills every month or call their providers for service. "I think the industry needs to really -- not double, triple -- make a 10-year commitment to the recovery of that relationship," Powell said. While Powell was quick to highlight customer service as a major weakness of the industry, he said the problem was hardly intentional. "I don't think it's because they're bad people," Powell added. "I think it's a consequence of their growth."