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Free HD for life (24 months for existing subs)

Discussion in 'DIRECTV General Discussion' started by DavidMi, Jun 3, 2010.

  1. hasan

    hasan Well-Known Member

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    Sep 22, 2006
    Ogden, IA
    Deaf ears? So all of us who have been victims of this communication fiasco are the one's at fault?

    Sorry, that's utter crap.

    The people talking to the public have no idea what they are doing. (at least the ones involved in this mess, or more specifically the three I talked with today).

    Sending out notices that we aren't on autopay...yeah, that's our fault too.

    Give me a break.
     
  2. DodgerKing

    DodgerKing Hall Of Fame

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    Apr 28, 2008
    I called retention and didn't get crap. Was very nice. Told them that I understand they need to make money and cannot give things away for free. I even stated that I do not expect to be given anything for free. But it is poor customer service to offer something to someone and not honor it. In doing so, send out something else that is a flat out lie.

    This is what I told Retention: "I understand but I also need to look out for my own financial interests. I have 3 other options at my house, Dish, FiOS, and TWC. If I can get a comparable service for less money with the other providers, then I will be calling back later to cancel my service. This is not because I expect free stuff; it is simply because if I can pay less for more programming or the same programming with someone else, then I will."

    I thanked him for his help and said I maybe calling back later this week to cancel.
     
  3. DodgerKing

    DodgerKing Hall Of Fame

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    Apr 28, 2008
    It said, "...you will be receiving the HD experience you know and love FREE FOR 2 YEARS!" And it stated, "To continue to receive FREE HD Access, you simply need to maintain the following on your DIRECTV account during the 24-month offer period:"

    There is no other way to interpret will be and continue to after it has already expired.

    Then they lie again by stating, "Our records indicate that you don't have Auto Bill Pay...", when in fact we do.
     
  4. Shades228

    Shades228 DaBears

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    Mar 18, 2008
    Please explain where I said anything was anyone's fault. I simply stated the facts as they are now. The deaf ears is because this has already been posted before but people keep saying what they want it to be not what is.

    I understand some people have been getting communications so I posted why. If something is sending them out incorrectly I can understand why you would get upset at being told you were no longer on auto bill pay if you didn't make any changes voluntarily. You can check the status online to see if you're still enrolled. There are some things that could cause the system to remove you from auto payment such as integrating your bill, CC information expires, or payments not getting approved from the issuer.
     
  5. Shades228

    Shades228 DaBears

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    Mar 18, 2008
    Yes so when the promotion ends you will have received it for 2 years and in order to have had the credit continue for the whole 2 years you would have met the requirements.

    If it was an extension letter it would clearly state that. What it's doing is clearly stating the terms of the current promotion that people are in and what it takes to maintain that for the promotional period.
     
  6. shendley

    shendley Hall Of Fame

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    Nov 27, 2005
    I got the postcard today as well and after checking the directv website confirmed that I'm still on autopay.
     
  7. wideglide36

    wideglide36 Legend

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    Jan 14, 2004
    After reading some of the recent posts in this thread, I decided to call and ask about the post card saying that I didn't have auto pay set up.

    I spoke with a very nice csr who had no idea why I would receive such a post card as she had checked my account and verified that I did indeed have auto pay set up. She asked if I had just recently set it up and I explained that I had set it up a long time ago.

    She said the absolute best deal she could give me was to add free HD access for another 12 months. I asked her about the prior email stating that free HD access would be extended another 24 months and she really didn't know anything about that.

    So, it looks like the best deal I'm gonna get is another free year of HD access, which is great in my opinion, I just think all customers should be treated the same and not make you have to play csr roulette, or call retention and complain to them. It's like buying a car, if your negotiating skills aren't razor sharp, you're gonna get the shaft.

    Shouldn't be that way with satellite service.

    Thanks. I needed that......
     
  8. bixler

    bixler Hall Of Fame

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    Oct 14, 2008
    PA
    I don't see the deliberate intent to deceive....maybe a communication error but they surely didn't intend to deceive anyone.
     
  9. MizzouTiger

    MizzouTiger Icon

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    Jan 9, 2007
    You are correct, when the promotion ends, it I will have received it for 2 years. The e-mail doesn't say "you have been receiving..." it says "you will receive...". Again, that tells me that I'm going to be getting the credit for 2 years starting now.

    Maybe they did intend it to mean what you're saying. Well then they should have worded the e-mail differently then. I don't think that we customers are in the wrong for calling in and asking what is going on with this credit. Again, if they intended the e-mail to say " hey, your 2 year HD credit has ended", then it should have said that.
     
  10. DodgerKing

    DodgerKing Hall Of Fame

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    Apr 28, 2008
    Looked into FiOS.

    For the same setup I currently have with DirecTV and the 50/25mbps internet I will pay $132/month for 24 months

    Currently with DirecTV for TV and TWC for internet (30/5mbps) I am paying $138/month. This includes $5 off my internet for 12 months and $10 off my DirecTV base package for another 4 months. In a year I will be paying $153 for TV and internet with DirecTV and TWC.

    Like I said, I don't expect anything for free. But when I lose the promotional deals there are cheaper alternatives for me. I will go where it will cost me less money.
     
  11. DodgerKing

    DodgerKing Hall Of Fame

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    Apr 28, 2008
    Perhaps lie was a little too harsh
     
  12. hasan

    hasan Well-Known Member

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    Sep 22, 2006
    Ogden, IA
    Given the inconsistency of "facts" as presented by D* in both writing (faulty notices of autopay, among others) and on the telephone, how could anyone of right mind assert, "the facts as they are now". We have no idea what the "facts are", and that is part and parcel of the problem. If there is no "free access program", why did I receive a notice bolded on the front, "Don't Risk Losing Your Free HD Access"?

    This entire thing has been a communication disaster, and no amount of "explaining" is going to change that. It's embarrassing.

    btw, I've made no changes, absolutely none of any kind to my account. Nothing has changed...it was and is a 100% major screw up by D* to send out the notice to me. The fact that it is paired up with the other "free hd access" issues, only makes it worse. The further fact that they sent these to a significant number of people, further contributes to a reasonable assessment that with respect to communication effectiveness, D* cannot currently grab its behind with two hands.
     
  13. DodgerKing

    DodgerKing Hall Of Fame

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    Apr 28, 2008
    You can justify it all you want. It said, WILL and it said CONTINUE after it was expired. There is no other way to interpret it. WILL Be is future tense. Continue to is present. Neither one was true as it expired. The only way for it to be true is for them to offer it again.
    It did clearly state it. Again, it said "WILL BE" (meaning it is going to happen) and it said "CONTINUE" (meaning it will still be happening even though your first 24 month promotion expired)
     
  14. PCampbell

    PCampbell Icon

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    Nov 18, 2006
    When I called they said to call back at the end of my first 24 months and sign up for 24 more, I will call on that date.
     
  15. 242424

    242424 AllStar

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    Mar 22, 2012
    Some people just can't stand to be shown they are wrong.
     
  16. volkl

    volkl Legend

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    Jun 17, 2007
    I too received the 6/8 email, and today received the stupid post card.

    Called retention and asked them to note the account. I did not ask for a credit, but said I would call them after receiving my paper invoice in the mail. BTW, my 24 months has just expired.

    I'm curious, did everyone with autopay on who received this post card claiming that autopay was not on, have paper billing? My thoughts are that they may be upping the requirements for the HD credit by also requiring paperless billing. Perhaps the postcards went to those who receive the credit but do not have paperless billing.

    Who knows. This is very frustrating. I don't like saying this, but someone should be fired for this.
     
  17. tsduke

    tsduke Godfather

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    Mar 20, 2007
    Customer advocacy called me back after I emailed. Said they are investigating, but I may or may not receive another 24 months free HD access. She could not explain the crappy erroneous email and post card communications.

    If they don't honor I won't stick around. Plain and simple. If it would have just ended without the email I wouldn't have send a word, but since they sent the email they need to honor it.
     
  18. dondude32

    dondude32 Legend

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    Apr 3, 2003
    Paperless billing here.
     
  19. bwc28

    bwc28 New Member

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    Sep 3, 2008
    I worked my way through one CSR, a CSR "manager", another rep in Advocacy, and then a rep in Retentions. The other three just wanted me to bow down and bless the DTV gods that I would get 12 months but I would not be distracted by the shiny bauble. The retentions group is supposed to be looking into the issue and wants a copy of the email faxed (not re-emailed?) to them. But at least I have someone who cared to listen.

    I am not ashamed to say that I had to pull up the Mo Attorney General's site to bookmark the Customer Complaint page. Both the email and the post card will go to Mr. Koster if need be. DTV will honor their offers one way or the other....
     
  20. wideglide36

    wideglide36 Legend

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    Jan 14, 2004
    Paperless billing here too...
     

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