Business account switching issue re: Sunday Ticket

[grifta67]

Hey everyone!

The owner of a grill and bar I manage just came across a pretty big issue with D*. He bought the restarant at the end of 2006 from a management company and changed the name. We've always had D* service, both as the old bar and the new bar.

We've just bought a whole mess of new TVs and are planning on hooking them up to HD feeds. Apparently they never completed the switch from the national account of the old bar to our new name and info. When he called to get info about going HD, that's when it was noticed that we're still under the old account.

The issue is that we've already paid for Sunday Ticket. They're trying to say that since it was ordered under the old account, once we change our info to the new name, we'll lose the package since it's non-transferable, even thought it was us, the new bar that bought it.

They don't seem to want to accept that we, the new owners, paid for the Ticket, not knowing the account change never went through. There's no way we're going to pay an additional $3500 to buy the Ticket a second time, but they don't seem to want to hear any of that. Now that this issue has been brought up, our account has been flagged, so we can't ride out the football season and fix the account issue then.

Any suggestions on how to prove/convince them that this is due to their clerical error? I can understand the non-transferable policy if one company buys the package, then sells the place to someone else. A bit greedy but I understand it. For us, we bought the package after the company was ours and were under the impression that everything had been successfully switched over...

Thanks for any help or ideas!!
-Sean

[fkostyun]

Do you still "own" the old name, or have rights to the name? (where you could provide legal documentation that you still own the name) I'm not an expert - but - that might be one avenue that could be taken to retain your Sunday Ticket.

[grifta67]

No, the old bar was a franchised unit. When we bought it we had no interest in paying the franchising fees to retain the name. That also went against our locally owned theme we've been using.

As far as we knew, the old name had long been banished since April when we had our grand opening. I guess our D* account slipped through the cracks and was still under the old name. Though they didn't seem to notice when the checks had our new name on them...!

[Levi]

Do you have a local dealer or did you do everything with DirecTV directly?

If you do have a local dealer you need to get with them and have them get involved. They will be able to help you.

If not then you need to get to your regional rep for DTV. Explain the whole thing and have all of your paperwork backing up the situation.

Until yesterday I worked for a fairly large dealer here in Phoenix. In my experiance this isn't something that will be resolved quickly. It will probably take a couple of weeks.

That is why when things like this happen you need to make sure to 100% cross your t's and dot your i's. If you don't have any paperwork to backup what you have said here you will be out the money and will have to re-buy the package.
It sucks but that is the way DTV is.

Feel free to ask me anymore questions.

Levi

[grifta67]

We've been dealing with D* directly. I think they did ask for some paperwork yesterday, but I haven't gotten an update from the owner yet today.

As far as I know, we do have paperwork to back evrything up. We have plenty of paperwork that shows when we became "Local Heroes" and when the old bar and grill ceased operations. That will of course show that the old place no longer existed when we bought the Ticket. I would like to think that while it will take awhile, everything will be worked out in the end.

I figured talking it out on here might help us see things from other angles and be ready for any issues that come up. I do thank you for all your insight so far!

Thanks!
-Sean

[rorkin]

I am not that big on lawsuits but in this case, if it is not resolved quickly, not only will you loose you money but your customers.. I would file a suit for a lot of money
charging loss of business etc.. It would not cost much but would get someone at D*'s attention.. THen it will be resolved in your favor quickly if the circumstances are as you say. You wil have to hit them on the head to get their attention.

[Grydlok]

Hey everyone!

The owner of a grill and bar I manage just came across a pretty big issue with D*. He bought the restarant at the end of 2006 from a management company and changed the name. We've always had D* service, both as the old bar and the new bar.

We've just bought a whole mess of new TVs and are planning on hooking them up to HD feeds. Apparently they never completed the switch from the national account of the old bar to our new name and info. When he called to get info about going HD, that's when it was noticed that we're still under the old account.

The issue is that we've already paid for Sunday Ticket. They're trying to say that since it was ordered under the old account, once we change our info to the new name, we'll lose the package since it's non-transferable, even thought it was us, the new bar that bought it.

They don't seem to want to accept that we, the new owners, paid for the Ticket, not knowing the account change never went through. There's no way we're going to pay an additional $3500 to buy the Ticket a second time, but they don't seem to want to hear any of that. Now that this issue has been brought up, our account has been flagged, so we can't ride out the football season and fix the account issue then.

Any suggestions on how to prove/convince them that this is due to their clerical error? I can understand the non-transferable policy if one company buys the package, then sells the place to someone else. A bit greedy but I understand it. For us, we bought the package after the company was ours and were under the impression that everything had been successfully switched over...

Thanks for any help or ideas!!
-Sean

Accounts cannot be transfered.

[Grydlok]

I am not that big on lawsuits but in this case, if it is not resolved quickly, not only will you loose you money but your customers.. I would file a suit for a lot of money
charging loss of business etc.. It would not cost much but would get someone at D*'s attention.. THen it will be resolved in your favor quickly if the circumstances are as you say. You wil have to hit them on the head to get their attention.

He would lose. Any Accounts cannot be transfered.

[longrider]

Accounts cannot be transfered.

However in this situation it is not a transfer. He was already the new owner of the establishment when he purchased the package. D* just booked the purchase under the former owners account by mistake. As this can be proven in several ways IMO D* does not have a case.

[Tom Robertson]

However in this situation it is not a transfer. He was already the new owner of the establishment when he purchased the package. D* just booked the purchase under the former owners account by mistake. As this can be proven in several ways IMO D* does not have a case.

Indeed, mistakes happen. DIRECTV would be wise to recognize this and grant the proper ownership, since both parties conceivably made mistakes on this transaction.

Cheers,
Tom

[grifta67]

I am not that big on lawsuits but in this case, if it is not resolved quickly, not only will you loose you money but your customers.. I would file a suit for a lot of money
charging loss of business etc.. It would not cost much but would get someone at D*'s attention.. THen it will be resolved in your favor quickly if the circumstances are as you say. You wil have to hit them on the head to get their attention.

Well we think things are fine for the moment. My understanding is that they haven't shut off our Ticket, but I suppose we'll find out for sure tomorrow afternoon. Of course if the Ticket does disappear before we get this resolved, that would affect our business substantially. I can't see taking any legal action though. The costs would be higher than repaying for the package and the headache wouldn't be worth it! We'd most likely just ditch D* in protest rather than sue or rebuy the package, although I enjoy their service and would prefer everything stay status quo.

He would lose. Any Accounts cannot be transfered.

We understand that, but if you re-read my explanation, you'll see that we aren't trying to get anything transferred. It was a clerical mistake that led to our package being tagged under the old account.

I do acknowledge that both us and D* each have a mistake in the situation. D*'s mistake being that our account "switch" never went through or got mixed up somehow, and our mistake for not noticing that it hadn't been switched to our name.

A tip of the hat to the decent conversation we've got going. It's always refreshing!

Thanks
-Sean

[aim2pls]

Well we think things are fine for the moment. My understanding is that they haven't shut off our Ticket, but I suppose we'll find out for sure tomorrow afternoon. Of course if the Ticket does disappear before we get this resolved, that would affect our business substantially. I can't see taking any legal action though. The costs would be higher than repaying for the package and the headache wouldn't be worth it! We'd most likely just ditch D* in protest rather than sue or rebuy the package, although I enjoy their service and would prefer everything stay status quo.



We understand that, but if you re-read my explanation, you'll see that we aren't trying to get anything transferred. It was a clerical mistake that led to our package being tagged under the old account.

I do acknowledge that both us and D* each have a mistake in the situation. D*'s mistake being that our account "switch" never went through or got mixed up somehow, and our mistake for not noticing that it hadn't been switched to our name.

A tip of the hat to the decent conversation we've got going. It's always refreshing!

Thanks
-Sean

provide them with any documentation that you have .... especially the canceled check showing that "YOU" paid for the current year and that they accepted payment under the changed name along with documents of your requested account change ... and speak to a supervisor NOt just the person who answers the line ..and keepup[pingthe request till you get an answer

[mmdkyoung123]

Ok, I would write/call the presidents office and give/tell them the expination that you gave here. Provide a copy of the check showing your business paying for the ST package. I would also Provide a copy of the paper work showing when you purchased the bar and when everyting was final. You will probably get a quicker respnse from the presidents office and they seem to be more competent when it comes to helping the customer that callingin to D* and talking to a CSR or a SUP. I would POLITELY Tell the presidents office that you apologize for the inconvenience, and you will check your account more closely in the future, but you would really like to see this issue fixed so you do not lose business. Let them know that you planned on purchasing the sunday ticket next year, and I would assume that you would purchase the basketball packages, ecspecially for march madness. Let them no (again, being POLITE is the key word here. Don't try to threaten them) That if you can't get this fixed it would be very hard for you to contiue to do business with them, and that would be a shame as you are paying xx.xx amount of dollars for D*service, plus xx.xx amount of dollars for this additional programing. If you include all the pertinent documentation, I think you will be just fine, and get the answer you want relatively quickly. This is the phone number and email for Chase Cary's office, along with another brief explanation on being POLITE and PROFESIONAL when calling. (did I make my point? ;)
Chase Carey's contact info:
chase.carey@directv.com
800-666-4388 or
310-964-5000 (wait through the recording and hold for the operator)

The super calm and professional voice is key. We even try to sound like we're actually bored sometimes. Works like a charm. Reading this post so you know what to do once you're talking to the executive assistant also works like a charm. Remember, you're not actually calling Chase Carey, you just want to speak with the highest ranking minion directly under him. She/he is the one that is going to make the magic. Be firm, but polite. You will Probably talk to Shannon