View Full Version : Interesting Statement By CSR
I called D* this weekend to find out the status of my HD Locals, as they were supposed to be available by Fall of 2006, and I was told that I should have them by the end of 2007, I guess that's what they're telling everyone now. When the CSR told me the end of 2007 I kind of blew off a little steam. I told her that the only reason I got an HR20 was because I was told my local HD channels would be available by Fall 2006, then early December 2006, then by the end of the year, etc... and the HR20 is not quite working the way it is supposed to.
Anyways, at the end of the call she said "I can't compensate you for the local HD channels" but I can give you this and that, so I took it.
But I found it interesting that D* will not compensate for their misinformation, or lack of information, regarding HD local time frames. They didn't meet their own quoted time frames and they are telling me oh well, sorry about that.
I called D* this weekend to find out the status of my HD Locals, as they were supposed to be available by Fall of 2006, and I was told that I should have them by the end of 2007, I guess that's what they're telling everyone now. When the CSR told me the end of 2007 I kind of blew off a little steam. I told her that the only reason I got an HR20 was because I was told my local HD channels would be available by Fall 2006, then early December 2006, then by the end of the year, etc... and the HR20 is not quite working the way it is supposed to.
Anyways, at the end of the call she said "I can't compensate you for the local HD channels" but I can give you this and that, so I took it.
But I found it interesting that D* will not compensate for their misinformation, or lack of information, regarding HD local time frames. They didn't meet their own quoted time frames and they are telling me oh well, sorry about that.
D* will not compensate?.By your statements they did.:confused:
D* will not compensate?.By your statements they did.:confused:
They compensated me for other issues I was having (HR20), not the Local HD misinformation I've gotten for the last 6 months.
iceman2a
02-20-07, 09:26 AM
They compensated me for other issues I was having (HR20), not the Local HD misinformation I've gotten for the last 6 months.
You feel you need to be compensated??? :confused:
You were somehow damaged by D* "misinformation" :confused:
Some people :nono2: :nono2: just can't fihure them out!
You feel you need to be compensated??? :confused:
You were somehow damaged by D* "misinformation" :confused:
Some people :nono2: :nono2: just can't fihure them out!
When you agree to a new 2-year commitment on information that is dead out wrong, I believe I should be compensated.
I already looked and it will cost me $200 to get out of this new 2-year commitment that I agreed to on D* misinformation!
It's really not that hard to figure out.
Ryanm86
02-20-07, 09:36 AM
Customer service lies to a customer every 65 seconds. Just kidding I made that up:)
Probably not to far off though.
When you agree to a new 2-year commitment on information that is dead out wrong, I believe I should be compensated.
I already looked and it will cost me $200 to get out of this new 2-year commitment that I agreed to on D* misinformation!
It's really not that hard to figure out.The problem arises out of the fact that companies issue "forward looking statements" all the time. The trick is to remember that all such statements carry a disclaimer that basically says such statements may or may not happen and that past performance is not to be considered a sign of future happenings. One can usually find such a disclaimer at the bottom of all Press Releases or during financial conference calls.
Basically, companies can say almost anything so long as they issue a disclaimer that refers to such statements as "forward looking." Since there's no such performance statement saying they would provide you HD locals by a given date in your 2 year agreement you haven't been "harmed" and thus you don't deserve compensation. At least in the eyes of D*.
NYSmoker
02-20-07, 09:40 AM
Customer service lies to a customer every 65 seconds. Just kidding I made that up:)
Probably not to far off though.
I think you meant 6.5 seconds. :)
iceman2a
02-20-07, 09:42 AM
When you agree to a new 2-year commitment on information that is dead out wrong, I believe I should be compensated.
I already looked and it will cost me $200 to get out of this new 2-year commitment that I agreed to on D* misinformation!
It's really not that hard to figure out.
So you want out of your 2yr commitment!
That's reasonable, I'd call retentention and tell them that you want out and refuse to pay any cancelation fee since they did not provide you the programming you commited too!!
If it were me. I'd make sure that they didn't have a credit card that they could charge the cancelation fee on and make me chase them for the money. I'd make them chase me!
But then agian, if you plan on keeping D* til you get HD locals, and were just trying to squeeze them for some credits and you didn't get them, don't whine about it!
veryoldschool
02-20-07, 09:42 AM
I think you meant 6.5 seconds. :)
And then multiply that times the number of CSRs working..... :lol:
So you want out of your 2yr commitment!
That's reasonable, I'd call retentention and tell them that you want out and refuse to pay any cancelation fee since they did not provide you the programming you commited too!!
If it were me. I'd make sure that they didn't have a credit card that they could charge the cancelation fee on and make me chase them for the money. I'd make them chase me!
But then agian, if you plan on keeping D* til you get HD locals, and were just trying to squeeze them for some credits and you didn't get them, don't whine about it!
Apparently you misunderstood my original post, I wasn't calling asking for credits, I was calling asking a legitimate question and I just thought what she said was interesting.
It wasn't complaning about getting credits... I was just saying that the local HD issue is a big issue, maybe not in Boston, but where I live.
I have read a lot of people in these forums get some sort of compensation because of their equipment is not quite up to par. What happens when D* decide s that they are not going to issue credits for non-working HR20's?
serenstarlight
02-20-07, 10:49 AM
Directv can't compensate you for something that they still have plans on carrying. Now if they stopped all plans on offering the locals, then there would be something to be concerned about. So it's really not accurate to compare your situation to someone who's receiver is not working.
Either way if you signed up with an HDDVR now or later you still would have had the 2 yr commitment.
purtman
02-20-07, 11:25 AM
Directv can't compensate you for something that they still have plans on carrying. Now if they stopped all plans on offering the locals, then there would be something to be concerned about. So it's really not accurate to compare your situation to someone who's receiver is not working.
Either way if you signed up with an HDDVR now or later you still would have had the 2 yr commitment.
They can compensate you if you the reason you end up going with them is because of something they told you. An example of this would be if I were to choose cable because it has the locals, but the CSR said to me, "your locals will be available next month" and something else to entice me to go with D*. Otherwise, I agree with you.
Many of the CSRs are misinformed, not lying. I think many of them are not sure of all of the details (i.e., "the ability to carry 150 HD channels" versus "having 150 channels"). Unfortunately, if one person does not know the answer and passes it on the next person, it has a ripple effect.
Armathius
02-20-07, 12:30 PM
[QUOTE=iceman2a;840143]So you want out of your 2yr commitment!
That's reasonable, I'd call retentention and tell them that you want out and refuse to pay any cancelation fee since they did not provide you the programming you commited too!!
QUOTE]
Good point here... call D* and ask to talk to "Retention"... they may try to ask you why and attempt to help you but be persistent. Once your with retention let them know your issues... I think you will come out of the conversation pleased.
As for the credit card statement and making them chase you... they are a large company and probably won't "chase you". They will just put you in collection and hit your credit report.
[QUOTE=iceman2a;840143]As for the credit card statement and making them chase you... they are a large company and probably won't "chase you". They will just put you in collection and hit your credit report.
With all due respect, that's a good way to kill your credit rating. Something like that could take years before it's removed, and end end up costing, in additional interest for future loans, more than what would be shelled out for early termination from DirecTV.
iceman2a
02-20-07, 02:20 PM
Apparently you misunderstood my original post, I wasn't calling asking for credits,
Anyways, at the end of the call she said "I can't compensate you for the local HD channels" but I can give you this and that, so I took it.
But I found it interesting that D* will not compensate for their misinformation, or lack of information, regarding HD local time frames. They didn't meet their own quoted time frames and they are telling me oh well, sorry about that.
Sorry if I misunderstood your original post! It sounded to me when the CSR said
"I can't compensate you for the local HD channels" you were looking for compensation for that!
Look, I don't mind people looking for credits if something goes wrong and they feel that they are not getting full value for the service they pay for!
I just can't wait to see what happens at the end of this year when people are screaming "where are the 150 national HD channels you promised me? I want 12 months crdits on my HD pakage!"
If they do deliver then fine but based on past performance I do not expect D* to make 70% of their target dates on anything!
Upstream
02-20-07, 02:20 PM
So you want out of your 2yr commitment!
That's reasonable, I'd call retentention and tell them that you want out and refuse to pay any cancelation fee since they did not provide you the programming you commited too!!
The other damage is the cost of the HD service he is paying every month. Without local HD channels, he may have selected standard service, avoiding the HD charge.
In addition to DTV letting him out of the 2 year commitment, they should also not charge him the HD fee (or charge a discounted HD fee) while he has DTV service.
That way, he pays for what he gets (standard definition service on the channels he watches most).
There was no guarantee when the local HD was going to be launched. What D* most likely said is that they plan to have them available by (insert month and day here). Sometimes it doesn't work out, contracts don't get signed, etc. etc. and sometimes there is a delay. It's mostly the stations owners being greedy, not D*.
Let this be a lesson. Don't sign a two year agreement until they are actually providing the service you want to buy.
--- CHAS
Armathius
02-20-07, 04:32 PM
[QUOTE=Armathius;840418]
With all due respect, that's a good way to kill your credit rating. Something like that could take years before it's removed, and end end up costing, in additional interest for future loans, more than what would be shelled out for early termination from DirecTV.
That's what I was intending to say... They won't chase you... they will just put it on your credit report and hurt your rating (which=bad)... this was a remark on an earlier posting...
iceman2a
02-21-07, 06:15 AM
[QUOTE=iceman2a;840143]So you want out of your 2yr commitment!
That's reasonable, I'd call retentention and tell them that you want out and refuse to pay any cancelation fee since they did not provide you the programming you commited too!!
QUOTE]
Good point here... call D* and ask to talk to "Retention"... they may try to ask you why and attempt to help you but be persistent. Once your with retention let them know your issues... I think you will come out of the conversation pleased.
As for the credit card statement and making them chase you... they are a large company and probably won't "chase you". They will just put you in collection and hit your credit report.
All it takes is a letter to any one of the credit reporting companies saying you are disputing those charges, and a "hit" by D* to your credit report is insignificant and ignored by most lenders unless there is other problems!!
That's the game they play, they will try to intimedate people into remaining in contract. it's just a game if you stand and fight, you will win (if you are right!)!
mtnagel
02-21-07, 07:16 AM
That sucks about the Buffalo HD locals. My parents are there, so I've been keeping an eye out. D*s site still says Buffalo is upcoming. Luckily, ours were lauched right about when they said they would.
That sucks about the Buffalo HD locals. My parents are there, so I've been keeping an eye out. D*s site still says Buffalo is upcoming. Luckily, ours were lauched right about when they said they would.
I got an email from D* today saying that HD Local channels should be available in mid-April.
mtnagel
02-21-07, 10:43 AM
I got an email from D* today saying that HD Local channels should be available in mid-April.Thanks, but I wonder how much that could be trusted when they had said the end of last year. Hopefully they'll be able to meet their goal this time.
Thanks, but I wonder how much that could be trusted when they had said the end of last year. Hopefully they'll be able to meet their goal this time.
I know, it's probably just wishful thinking though.
Ext 721
02-26-07, 05:00 AM
I called D* this weekend to find out the status of my HD Locals, as they were supposed to be available by Fall of 2006, and I was told that I should have them by the end of 2007, I guess that's what they're telling everyone now. When the CSR told me the end of 2007 I kind of blew off a little steam. I told her that the only reason I got an HR20 was because I was told my local HD channels would be available by Fall 2006, then early December 2006, then by the end of the year, etc... and the HR20 is not quite working the way it is supposed to.
Anyways, at the end of the call she said "I can't compensate you for the local HD channels" but I can give you this and that, so I took it.
But I found it interesting that D* will not compensate for their misinformation, or lack of information, regarding HD local time frames. They didn't meet their own quoted time frames and they are telling me oh well, sorry about that.
This is why in many cases they won't quote a time frame, even when a customer spends a half hour drilling them for one.
On one hand, you get a lot of people for whom "probably next year" will get them yelling and screaming...who want an exact date.
On the other hand, you get people infuriated when the exact date falls through.
Usually, they're the same people in both cases.
Same with the new tech...some people yell at you for not getting it out soon enough, some people yell at you for getting it out too soon with too many bugs.
Usually, they're the same people in both cases.
It's funny I went through this same thing with CSR two weeks ago, upset about there false advertising policy that DTV has been having lately. I on the other hand was looking for compensation, I've been with DTV for over six years and I was pissed about not having locals in HD as they advertised. I'd cut straight to the chase when I got on the phone with the retention team. I wanted compensation for passing up on my local cable company promotion that does offer Local HD channels and I wanted a free HD DVR and I pretty much got what I wanted. I ended up paying about $100 for HD DVR and I got free HD package for a year and a monthly $10 credit to my account for the next year. Don't get me wrong I had them by the balls; I wasn't under any commitments and Verizon FIOS just move into the area. I just let them know of my circumstances and what my intent was if they felt no obligation to compensate, which they were and happy to do. Of course I will be under a new two commitment but that's OK!
P.S. I learned long ago not to look for sympathy from the forums there are a lot of apologist for DTV if I didn't know any better I would swear half of them work for DTV. It’s not there fault is what you’ll hear a lot, If DTV advertises that it's going have 150 HD channels by the end of year and they don't it's false advertising it call deceiving your customer base and it's criminal especially if you are forcing your customers to a 2 yr commitment. That's all have to say about that!:nono:
They said capacity for 150 channels. Not anywhere near that many exist.
JeffBowser
02-26-07, 09:05 AM
I think people get far too emotional over what is, essentially, low IQ entertainment.
Don't get me wrong, I watch it just the same as the next person, but TV is certainly nothing to get one's panties in a bunch over.
ScoBuck
02-26-07, 09:06 AM
The other damage is the cost of the HD service he is paying every month. Without local HD channels, he may have selected standard service, avoiding the HD charge.
In addition to DTV letting him out of the 2 year commitment, they should also not charge him the HD fee (or charge a discounted HD fee) while he has DTV service.
That way, he pays for what he gets (standard definition service on the channels he watches most).
Actually, HD lils are NOT an additional charge to subs already receiving their SD lils. These are NOT part of the HD package.
But Dudes,
When you are folking out $120 a month for mindless TV, if if feel bitchin about it, then guess what bitch!!
ScoBuck
02-26-07, 11:22 AM
It's funny I went through this same thing with CSR two weeks ago, upset about there false advertising policy that DTV has been having lately. I on the other hand was looking for compensation, I've been with DTV for over six years and I was pissed about not having locals in HD as they advertised. I'd cut straight to the chase when I got on the phone with the retention team. I wanted compensation for passing up on my local cable company promotion that does offer Local HD channels and I wanted a free HD DVR and I pretty much got what I wanted. I ended up paying about $100 for HD DVR and I got free HD package for a year and a monthly $10 credit to my account for the next year. Don't get me wrong I had them by the balls; I wasn't under any commitments and Verizon FIOS just move into the area. I just let them know of my circumstances and what my intent was if they felt no obligation to compensate, which they were and happy to do. Of course I will be under a new two commitment but that's OK!
P.S. I learned long ago not to look for sympathy from the forums there are a lot of apologist for DTV if I didn't know any better I would swear half of them work for DTV. It’s not there fault is what you’ll hear a lot, If DTV advertises that it's going have 150 HD channels by the end of year and they don't it's false advertising it call deceiving your customer base and it's criminal especially if you are forcing your customers to a 2 yr commitment. That's all have to say about that!:nono:
If you can show me anywhere where they say they will HAVE 150 HD channels (as opposed to capacity to offer 150 HD channels) by the end of the year, I'll send you $120 (equal to 10/month). If you can't would you send me $120 for your incorrect info? Heck, I'm not apologizing for them, but will you apologize for yourself if your wrong?
JeffBowser
02-26-07, 11:24 AM
Oh, that's classy. :nono2:
But Dudes,
When you are folking out $120 a month for mindless TV, if if feel bitchin about it, then guess what bitch!!
purtman
02-26-07, 11:26 AM
But Dudes,
When you are folking out $120 a month for mindless TV, if if feel bitchin about it, then guess what bitch!!
No need for the foul language!
Heh. Tyrate sounds a little irate.
Pink Fairy
02-26-07, 07:10 PM
I'm in Tulsa, and I have been waiting for the locals to be launched too...I know it sucks to have to wait...but it is not like you cannot request the ones from LA/NY during the interim.
I'm in Tulsa, and I have been waiting for the locals to be launched too...I know it sucks to have to wait...but it is not like you cannot request the ones from LA/NY during the interim.
Only for you local affiliates to laugh at your request :lol:
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