I also got the email a few days ago that my free HD access would be extended another 24 months and that I had to maintain certain things in order to qualify for this extension.
Today, I received a post card in the mail saying that my free HD access has been stopped because I no longer have auto bill pay set up.
I did not change anything in my account. I immediately checked my account online and auto bill pay is set up, as it has been for a long time.
I guess I'm just going to wait until my next bill to see if they actually stopped this free HD access, as every time I call, it only seems to make matters worse.
Hopefully this post card was sent by mistake.
We will see.......
My Experience Today:
I received the post card saying my free HD Access has been stopped because I'm not on auto pay. (I've been on autopay since 1994).
I call and speak to a CSR who says the following:
1. You are on autopay.
2. You have not been taken off the free acccess.
3. I'll transfer you to "Promotions" to ensure that the next 24 months HD Access is free.
I talk to "Promotions"
1. You are not on autopay.
2. You have been taken off the Free HD Access program.
3. You can only get back on by signing a new 2 year contract.
I strenuously object, noting the email, with stated conditions that do not involve a contract extension. CSR puts me on hold.
4. CSR comes back: I can put you back on the Free HD Access, but only for 12 months.
I again object, she says, "That's all I can do"
I ask to be transferred to Customer Retention. She says, "We don't have any Customer Retention department. I say, Oh, yes you do. I'm going to hang up now and find a way to talk to them.
Call back, when prompted I say: Customer Retention. Automated voice asks, do you want to change programming or close your account. I reply, "I want to talk to someone about closing my account."
I get a Retention person (from the Department that DirecTV doesn't have).
1. Explain the entire fiasco: I do, I don't have free HD Access. I do I don't have auto pay. The attempt to coerce me into a new contract for 24 months. The modification of offering 12 months for no contract, but having to call back and go through this all over again in 12 months.
2. The retention person looked into it. Indicated I did have autopay, but, I had been dropped from the free hd access program and charged $10.00 on my current bill
3. She said I'm going to check your account carefully and then I'll be back.
4. Came back: I have removed the $10.00 fee on the bill. I have verified that granting you a new 24 month extension of free hd access does not
put you under a new 24 month contract. I have verified that correcting this problem in no way compromises your ability to negotiate equipment discounts when you choose to go under contract again.
5. I have renewed your 24 month free hd access.
I don't like (this is my first time since 1995) calling retention.
The gross incompetence of the line level CSR, her alleged supervisor, and the Promotions department is beyond embarrassing. My hyperbolic mind wants to call it criminal, when it is clearly not.
They send out an offer. They then say it was a mistake (some say they said this). They email us a congrats, then take it back. (although not with any written notice). Then they tell us we are not on autopay, so we have lost what they offered/took back.
This would be funny if it weren't so damn annoying to have to call up and try to straighten things out with people who are hamstrung by a communications system that serves neither them, nor their customers.
The intra-company communications processes are inexcusably ineffective. The right hand not only doesn't know what the left hand is doing, it doesn't know there is a left hand.
The attempt to extort a new contract out of me, for them to honor an existing offer wherein that was not required is unbelievably sloppy at best, and shady at worst.
It's all supposedly fixed now. Retentions was very, very good.
Whether they can actually see that this is properly "communicated" to whomever it needs to be, remains to be seen.
I have absolutely no faith, whatsoever in the communication processes within DirecTV.