SuperFan Apology E-mail

[mtnagel]

Anyone else get it? I was almost thinking they were going to give us a refund because of all the posts about it. :)

Here's a screencap:
http://home.fuse.net/mtnagel/sfemail.jpg

[cnmsales]

nope

[mtnagel]

nopeI guess they don't care about you :D

[binkatl]

Yep, I got it too (just posted in another subconference, lol).

[brihall]

Anyone else get it? I was almost thinking they were going to give us a refund because of all the posts about it. :)

I got it.

[TivoNut]

I got it as well.

[mtnagel]

Yep, I got it too (just posted in another subconference, lol).Ha! I beat you! :D

[blusgtone]

Got 1 too.

[kiddk1]

got it too.

[binkatl]

Ha! I beat you! :D

By 3 minutes.... :mad:

[cb7214]

i did also

[Doug Brott]

Just got it moments ago .. I must be farther down the E-mail list than you guys :lol:

[mtnagel]

By 3 minutes.... :mad:You snooze you lose :D

[pyro383]

"to ensure that all future Sunday games will be accessible online"

That is a bold statement for them to make. Interestingly that they could not correct in on Sunday ( I guess the programmers were all home for such as unprecidented event).

What will DTV do if it fails this Sunday? Dare to say a credit?

[ToddD]

Anyone else get it? I was almost thinking they were going to give us a refund because of all the posts about it. :)

Here's a screencap:
http://home.fuse.net/mtnagel/sfemail.jpg


You've got to be kidding!! So let's see...2 days after the start of another year of ST SF (with yearly price increase of course) We find out that:

The first week was FREE to all DirecTv customers (devaluing our subs by 1/16)


That some of the "extras" that we paid for do not work. (see todays email)

As was the case last year, other HD channels must go away for SF to offer games in HD with no refund for that as well. (this will be the case for each of the next 15 Sundays)

Viewers are reporting that changing channels can take as long as a quarter of a minute (this will also be the case for the next 15 Sundays)


What response do we get? "Gosh we are sorry"

I have been with DTV for over 14 years now and I must say that the customer service level is at an all time low.

If they are reading any of this I hope they will take this note to heart.....When you disappoint what amounts to your best group of customers, the only "apology" that means anything is to offer credits WITHOUT the customer having to ask (i.e . call in and talk to a CSR who will not know how to help you and who will then hang up on you)....

I know I seem somewhat bitter here....I just do remember how it USED to be.

[cnmsales]

LOL nm i got it.

[BlueSnake]

Me too!

[Doug Brott]

ToddD,

Sorry to hear about your disappointment. I was simple and just watched a couple of HD games over the weekend. Everything worked great in my situation so I didn't have issues to complain about.

I guess I didn't try the Supercast, but since i was sitting in front of the TV rather than the computer it really didn't affect me. Hopefully it will work out next time and you you won't be disappointed.

[ToddD]

ToddD,

Sorry to hear about your disappointment. I was simple and just watched a couple of HD games over the weekend. Everything worked great in my situation so I didn't have issues to complain about.

I guess I didn't try the Supercast, but since i was sitting in front of the TV rather than the computer it really didn't affect me. Hopefully it will work out next time and you you won't be disappointed.


Thanks Doug...As you might guess my "disappointment" is not just about this....But they could go a long way toward correcting it if they would just do something as simple as what you did. Show that you care.

[tonyd79]

"to ensure that all future Sunday games will be accessible online"

That is a bold statement for them to make. Interestingly that they could not correct in on Sunday ( I guess the programmers were all home for such as unprecidented event).

What will DTV do if it fails this Sunday? Dare to say a credit?

Probably wasn't programming that was needed. More likely they underestimated the load on their servers. Hardware doesn't get installed in minutes.

[Brandon428]

I got it,now I'll be able to watch 4 games Sunday at the same time. I didn't think I'd really like this feature but I love it!

[fratwell]

I got it as well.

[jeffwltrs]

I got it!

[forecheck]

I got it too

[Dr_J]

Got it, too.

[Supervolcano]

You've got to be kidding!! So let's see...2 days after the start of another year of ST SF (with yearly price increase of course) We find out that:

The first week was FREE to all DirecTv customers (devaluing our subs by 1/16)
Who says?
I've been a customer for 10 years.
None of the NFLST channels (SD or HD) were viewable by any of my receivers.

P.S. - There's 17 weeks in the regular season, not 16.

[NetRaider]

Got it also.

Though I went to the game in Oakland and was no watching Sunday, I recorded two games in HD with no problems.

[bonscott87]

Who says?
I've been a customer for 10 years.
None of the NFLST channels (SD or HD) were viewable by any of my receivers.

P.S. - There's 17 weeks in the regular season, not 16.

Exactly. The only thing that was free was the Superfan "extras" were free last weekend to those with a Sunday Ticket sub. Same thing they did last year and the year before.

[Dazed & Confused]

I think one reason for "just" an apology letter has to do with when this new service was announced. As I recall it wasn't that long ago. It is probably a safe assumption that 98+% of ST subscriptions (at least all renewals) were in place before the announcement of the service was even made. So it is somewhat disingenuous for anyone to say they aren't getting everything they paid for because of the lack of Supercast last Sunday.

[RoundRockJohn]

I think one reason for "just" an apology letter has to do with when this new service was announced. As I recall it wasn't that long ago. It is probably a safe assumption that 98+% of ST subscriptions (at least all renewals) were in place before the announcement of the service was even made. So it is somewhat disingenuous for anyone to say they aren't getting everything they paid for because of the lack of Supercast last Sunday.

I got it as well. I'm not really annoyed about the Supercast being down last week. Load conditions are very hard to simulate in a test environment.

If it's down again this week though, I'm going to probably call and complain.

[markman07]

I got it.

Sometimes an apology is all that is needed in my opinion. Many companies wouldn't do such a thing. I thought it was nice that they sent us an explanation and an apology. Of course if the issues occur or get worse then my opinion changes.

[FHSPSU67]

I got it today, too. Didn't realize till reading this thread that it was about Supercast. I watched the Stillers in HD! (I was concerned that I might not be able to since I'm in Stiller territory).

[vikerex]

Got it last night.

[DCSholtis]

Got it too though it doesn't apply to me as Supercast isn't Mac applicable.

[DawgLink]

I got it. I thought they were going to say that they were giving us the 1st week free or something :(