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$10 to disconnect a premium?

Discussion in 'DIRECTV Programming' started by mmmason23, Oct 15, 2012.

  1. harsh

    harsh Beware the Attack Basset

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    Jun 14, 2003
    Salem, OR
    As I read it, you're not really downgrading your package (unless they pull the downgrade first then add stunt) if you go from some number of premiums to the same number.

    Who knows what all evil (fees, documented or not) lurk in the minds of DIRECTV? It seems clear that the agreement documents don't cover them all.
     
  2. wahooq

    wahooq New Member

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    Oct 19, 2011
    Tulsa, OK
    3 services minus 1 service= 2 services i.e. downgrading
     
  3. mmmason23

    mmmason23 AllStar

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    Apr 26, 2010
    Its still confusing though. Why lump them all together? To nab people this charge that's why. I don't understand why they need to lump all the premiums on one line together
     
  4. Shades228

    Shades228 DaBears

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    Mar 18, 2008
    It's just how the system has been setup to remove billing confusion. There's a discount for having multiple premiums and to keep it easy to understand they just combine then to a line item and change the price.

    The intent of the $10 fee is to stop people from abusing the system and to make it easier on same month billing for the premiums. The intent isn't to lock people in for 30 days on everything. If they were done separately then they would charge full price for each one and then have to have a separate credit apply on the account to get it to the price. This could cause more confusion I think but would stop this specific situation from happening.

    It's one thing to know why it's happening but another to understand if it should be happening. I think perhaps some people are ignoring the intent of the policy on this and looking too literally at the word choice they want to and not at the word choice that should matter.
     
  5. harsh

    harsh Beware the Attack Basset

    21,192
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    Jun 14, 2003
    Salem, OR
    They seem to have failed in their mission if the OP got dinged and had to come here to find out why.
     
  6. harsh

    harsh Beware the Attack Basset

    21,192
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    Jun 14, 2003
    Salem, OR
    You must have missed that I was the one who came up with the explanation as to why the OP was dinged.
     
  7. Shades228

    Shades228 DaBears

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    Mar 18, 2008
    The OP came here to vent not so much as to find out why DIRECTV puts premiums all on one line. That was just a by product of frustration as he didn't get the resolution he wanted.
     
  8. smitbret

    smitbret Legend

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    Mar 26, 2011
    As a CSR, this says a lot. If your credits have been maxed out for a calendar year, odds are that:

    1 - You're a credit hound that spends more time on the phone asking for credits or free programming than you do at your job

    2 - You maintain the barest of minimum services (i.e. Family Pkg) and only watch anything beyond that when a free service is offered

    3 - You are a credit risk and regularly have trouble paying your bill on time

    4 - You are a new customer that has some sort of experience with the 1st 3 items on this list.
     
  9. Inkosaurus

    Inkosaurus Icon

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    Jul 29, 2011
    I would sooner blame the CSR, whom failed to convey the message, then the company :p
     
  10. harsh

    harsh Beware the Attack Basset

    21,192
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    Jun 14, 2003
    Salem, OR
    The CSR is the company from the subscriber's point of view.
     
  11. harsh

    harsh Beware the Attack Basset

    21,192
    183
    Jun 14, 2003
    Salem, OR
    Post #7 seemed to be a cry for help.

    Is it not unique to handle plexes in this way?
     
  12. Inkosaurus

    Inkosaurus Icon

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    Jul 29, 2011
    I've always been of the opinion that people who subscribe to this train of thought are incredibly naive :)
     
  13. mmmason23

    mmmason23 AllStar

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    e
    2-4 are nit correct at all. My two year ended in may and asked for and received a free hr3 This I assume wipes out most of a customers credit for a year. Then THEY called me with offer of free baseball package and free movie channels free for three months to switch from a legacy package. The post was part rant part warning for.others. I had never heard of this fee and if I had I still thought id be safe having HBO almost three months. But apparently combining the premiums resets the clock which is confusing to a general consumer with no knowledge of how their billing works. If I had known I would have waited the two days so id have been clear

    As for 1 I'll let u d ecide if asking for a hr34 when my contract is up and being called by them for another offer constitutes a credit hound. I've heard a lot worse by others on this board. I have choice extra and irregularly sub to premiums. Lack the time to watch them plus the kids have Disney on most of the time.
     
  14. harsh

    harsh Beware the Attack Basset

    21,192
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    Jun 14, 2003
    Salem, OR
    Are you so naive as to think that subscribers can differentiate between CSRs and the company proper? DIRECTV seems to fancy that their customer service is unparalleled.

    Many Microsoft fanboys believe that Bill Gates wrote Windows and Steve Jobs personally envisioned all sorts of cool things but nobody outside of the set of stockholders knows Mike White.
     
  15. heidic

    heidic Cool Member

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    Apr 21, 2009
    I appreciate the explanation of the billing process as it helps me to understand why this happens. I still think it's a bad policy (although I'm sure DirecTV doesn't care what I think).

    According to what DirecTV used to state on their site, the original intent of the $10 fee was ensure people would have to keep premium channels for at least a month after signing up. This seemed to be a perfectly fair and reasonable policy. But if a customer incurs this charge simply because of the way the billing is set up, I don't see why it shouldn't be refunded when applicable.

    If not, the policy should be clearly stated in the Customer Agreement. As it is, you have to do a keyword search in the Help section to find the charge and even know it exists. Who does that? And if they're not going to post the policy clearly, then at the very least, CSRs should warn people who call to disconnect too early. If the company would do one of those things, then I would be fine with the charge, even though I may not like it. But as it stands, it seems hidden and capricious.

    As for this:
    For all practical purposes, of course this is true. The company can make all kinds of promises or guarantees at a corporate level, but only the CSR can carry them out (or not) for the subscriber.
     
  16. Inkosaurus

    Inkosaurus Icon

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    Jul 29, 2011
    My point is that its only logical to assume that the CSR is just another human being with there own agenda (getting you off the phone without getting in trouble) and its usually best to second guess them ;)
    And if people think differently then there still thinking that the earth is filled with honest people and honestly these people deserve to get what ever is coming there way.
     

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