This is spot on. Companies (cable companies, most tech companies, utilities, et al) that suck at customer service, are really not the ones to invest in.
Cable companies ignoring customers and treating them badly are the models on how to not run a company.
Companies, especially new ones, hate customer service and dealing with customers. The solution is often to ignore the problem. But having effective and liked customer service in the best way possible is the only way to succeed.