Info on Platinum HD for existing customers that already have it.
The question is, if you are already subscribed to the AEP package and had Platinum before August 1st will they drop the charge ($10) or do you have to drop it then have it added as part of your Gold package? I don't understand if you're already a Gold subscriber why do you have to add it back in since it is now a part of the Gold package? I checked my account online and it still shows Platinum there with its $10 charge. I hope that they just zero out the charge for Platinum if you're already a Gold subscriber. It does seem unnecessarily convoluted if you have to go through all the contortions. But then Dish made you call in to get the last few HD channels that were uplinked (MAV/BET and FX HD). Why that couldn't have been done automatically I don't understand. I guess I'll just wait a little longer and see if they do the logical thing or make their customers call and keep a CSR busy.
I just went through a whole song and dance with a CSR and a Customer Loyalty and retention rep.
First the CSR understood that I was calling because new cutomers who add HD will get their tier and Platinum for only $10 a month and I am being charged $20 a month for the same (With AEP with locals). I told her I did not think it was fair. She offered me $10 off for 5 months or if I took another 2 year contract, for a year. I pointed out that if I were a new customer adding HD now I would get it for $10 more with no time limit. She agreed and said that was all she was authorized to do but could tranfer me to customer loyalty. I told her I understood and had her transfer me.
Here is where it got interesting and there was a LOT of tapdancing. The rep told me that the offer was only for a year and he would lower my bill for a year by $10 or for 2 years with a new 2 year contract. I told him I was looking at the website as we spoke and saw nothing abut it being for a year only. He kept insisting it was a limited time offer for a year. I asked him for the URL of the page where it said that and I typed it in. The 1 year offer was $20 off the price of AEP with locals, it had NOTHING to do with Platinum HD. I pointed that out to him and he changed his tune very quickly!
He then seemed to understand completely what I was talking about and told me that Platinum HD no longer exists and is being bundled with the other HD for $10. I told him I was looking at my bill online for the period starting Aug 16 and I was being billed $10 for gold HD and an additional $10 for Platinum HD. He then said that was because the bills were prepared before this went into effect but he would credit my account right now and also give my free HD for 10 months ($10 credit on my bill).
He kept apologizing at this point. He said that the next bill will show everything correctly.
I find it a bit strange that I had to point out that the 1 year time limit he ketp telling me was on the price change of Platinum HD had NOTHING to do with the HD add on at all but was the basic AEP price promo offer and only after that did he 'understand' what I was talking about. I guess he didin't expect me to be looking at the dish website as we spoke since he was a bit surprised when I started reading him what it said.
A song and dance indeed!