Programming misrepresentations

[StLBluesFan]

I've been a Directv customer for just over 2 months, and while I'm very happy with the hardware and programming that I do receive, the last month has been an absurd customer service nightmare for me.

I received a good inital pkg, of course had to pay for the HR20, and got 3 months Cinemax and 6 months HBO for signing up that particular day. About 2 weeks in I lost the movies channels, a CSR restored them, no big deal. Then, last month I got a call offering NFL Sunday Ticket AND Showtime/TMC for 3 months, no additional charge, infact would lower my bill by $5. Too good to be true, I said, and questioned the person calling 20 different ways. Keep what I had, add the new stuff, save 5 bucks each of the next 3 months, just cancel by a certain date to avoid new charges after 3 months. Done.

The new movie channels came in fine, watched a bit of the NFL, but neither were too important, can live without them. Unsure when, but within 2 weeks I had lost all my movie channels again. Called a CSR and explained the whole deal, got all channels back on line. Within a week after that I had lost HBO/Max, called once again and explained. Took awhile but this CSR finallly got to the bottom of it. The NFL/SHO/TMC package removed my HBO/Max pkg rather than added to it and there was no way around it. I explained that's not how it was sold to me, was told I couldn't go back to the original pkg as I wasn't 30 days into the new one and in fact had been charged a $10 disconnect for removal of HBO/Max. ???

I'm preparing to call them again in the next day or so, having zero confidence that my billing will be acceptable going forward. I'd prefer to simply restore my original offer (which last CSR said couldn't be done). I have never dealt with a company that was so rigid and inflexible, especially when they created all the problems. Is this what I have to look forward to over this 2-year contract, inspect each bill meticulously, make no changes in plan for fear of misrepresented or hidden catches and charges? Should I have any hope of getting this straightened out with my next call? Advice appreciated.

[Xaa]

You need to get beyond the front line phone monkeys and into retention. When you dial the number, at the voice prompt just say the word cancel, it will ask you again and again say cancel service. This will get you into retention. No need to threaten cancellation there, but just calmy explain what you just wrote. They'll get you squared away.

Good luck.

[Sirshagg]

You need to get beyond the front line phone monkeys and into retention. When you dial the number, at the voice prompt just say the word cancel, it will ask you again and again say cancel service. This will get you into retention. No need to threaten cancellation there, but just calmy explain what you just wrote. They'll get you squared away.

Good luck.

At some point everyone calling in will just automatically say "cancel" in order to get someone who can actually help them. Shortly after that retention will answer the normal line and the front line folks will answer the "cancel" line. :)

[loudo]

The new movie channels came in fine, watched a bit of the NFL, but neither were too important, can live without them. Unsure when, but within 2 weeks I had lost all my movie channels again. Called a CSR and explained the whole deal, got all channels back on line. Within a week after that I had lost HBO/Max, called once again and explained. Took awhile but this CSR finallly got to the bottom of it. The NFL/SHO/TMC package removed my HBO/Max pkg rather than added to it and there was no way around it. I explained that's not how it was sold to me, was told I couldn't go back to the original pkg as I wasn't 30 days into the new one and in fact had been charged a $10 disconnect for removal of HBO/Max. ???
This may not be related to your problem but I do know DirecTV has a some sort of a policy that if you order new programing you must keep it for, I think 30 days. This was initiated because people were ordering say, HBO just to watch a certain movie or event then canceling it after the program was over. Their bill would reflect a small amount of the monthly charge, for the time they had the service activated to see that particular movie. I think premiums have to be ordered by the month now.

[ThomasM]

This may not be related to your problem but I do know DirecTV has a some sort of a policy that if you order new programing you must keep it for, I think 30 days. This was initiated because people were ordering say, HBO just to watch a certain movie or event then canceling it after the program was over. Their bill would reflect a small amount of the monthly charge, for the time they had the service activated to see that particular movie. I think premiums have to be ordered by the month now.

Actually, you don't have to keep it for 30 days. You just can't DROP your level of programming for 30 days. In other words, if you order STARZ!, try it for a week and hate it but then (at the same time) cancel it but subscribe to Showtime Unlimited you will not be billed the $10. But, like the quote above sez, folks were saying "wow there's a good movie on HBO tonight-let's subscribe online, watch the movie, and then cancel tomorrow. DirecTV prorates so we will only have to pay for HBO for one day!!" Incidentally, you can change your BASIC package anytime you wish. Apparently, people haven't said "wow there's a good show on SPIKE, lets upgrade for a day". :nono2: