Transcript of tweets below the cut but in short: calling makes the biggest impact, focus on DEI, you can call more than once, and you do not need to be in the US or have a Max subscription to call.
Everyone, I just talked on the phone to an absolute ally at Max, and they gave me extremely useful information! We need to be calling WAY more. It's a higher impact that most other things we can do. Here's the phone number: (855) 442-6629. But read on if you want to know WHY.
Every time Max receives a customer feedback call, that information is logged in the system. The info, *including all the details* is pushed to a server that relays it to the higher ups. They don't just get a tally of calls and general opinions—they get the full feedback.
And it's not just higher-ups at Max. Per the service rep, "it's actually read by the higher ups who are in charge of what happens within Warner Media/ Discovery."
The rep also suggested that particular types of feedback, especially those around DEI, might bear extra weight. They had to be a bit cryptic for job reasons, but they made this very clear.
They ask for an email but don't triage based on whether that email has a subscription. E.g., if you're outside the US and watch elsewhere, you can still call, and your feedback will still go up the chain.
In fact, the rep was very clear to encourage ALL people with feedback to call individually. And to keep calling! I asked whether multiple calls from the same person make a difference, and the answer was a clear yes bc the feedback gets shared as it comes in, not batched.
It's also worth noting that phone calls in general are always higher-impact than letters, online engagements, etc. This is true for political campaigns, and it's true here. There's a real cost to having people answering phones. It takes time, which equals $$.
So: Call. I know it sucks; I hate the phone too. If you have phone anxiety, you can also delegate to a friend and have them provide your name and email. If you *don't* hate making phone calls, ask friend for permission to call on their behalf!
I'll put together a little phone script shortly and add it to this thread.
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