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Guest Message by DevFuse

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Free HD for life (24 months for existing subs)


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#2051 OFFLINE   The Merg

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Posted 18 June 2012 - 01:19 PM

But it in future tense, "will be getting", not "have been getting".


Yeah, but I keep reading it as the confirmation notice that should have been sent to me when I first got the promo (kinda like they are just sending out the confirmation very, very, late)...

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#2052 OFFLINE   dondude32

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Posted 18 June 2012 - 01:49 PM

Called directv today. CSR Added 12 months free HD to my account. Said it was the max length. I'll take it.:)
Got email on 6-8-2012 and post card in snail mail today saying set up autopay or lose my free HD access. Always had autopay directv has some issues they need to work out? Lol

Edited by dondude32, 18 June 2012 - 01:54 PM.


#2053 OFFLINE   SParker

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Posted 18 June 2012 - 02:03 PM

I decided to send an email to the VP's office. I'll try that route. I received that post card as well.

#2054 OFFLINE   Deftones

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Posted 18 June 2012 - 02:05 PM

Called directv today. CSR Added 12 months free HD to my account. Said it was the max length. I'll take it.:)
Got email on 6-8-2012 and post card in snail mail today saying set up autopay or lose my free HD access. Always had autopay directv has some issues they need to work out? Lol


I just got the same postcard. I've been on autopay for about 6 months now. I am considering calling them just so I don't have to deal with the hassle later on.

#2055 OFFLINE   dondude32

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Posted 18 June 2012 - 02:07 PM

I just got the same postcard. I've been on autopay for about 6 months now. I am considering calling them just so I don't have to deal with the hassle later on.

Call now. They said credit won't start till next month. I have to pay for this month.:confused:

#2056 OFFLINE   PCampbell

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Posted 18 June 2012 - 02:32 PM

I got a card last month saying I got 24 months free HD for the next 2 years then today I got a card saying it will end if I dont sign up for autopay. I have autopay so I called and they said I need to call back on 7/5/12 to start the next 24 months?????????

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#2057 OFFLINE   hasan

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Posted 18 June 2012 - 04:13 PM

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.
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#2058 OFFLINE   DodgerKing

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Posted 18 June 2012 - 04:19 PM

Just got that postcard as well. So within 2 weeks I receive two LIES by DirecTV.

First was an email that stated:

Hello Valued Customer,


Thank you for being a DIRECTV customer. In addition to having the very best in entertainment, you will be receiving the HD experience you know and love FREE FOR 2 YEARS!


JUST A REMINDER


To continue to receive FREE HD Access, you simply need to maintain the following on your DIRECTV account during the 24-month offer period:


1. Auto Bill Pay
2. CHOICE™ or OPTIMO MÁS and above package
3. At least one(1) HD Receiver and HD Access


Failure to maintain these requirements will result in the $10 per month FREE HD Access credit being removed from your account.


NOT SURE IF YOU HAVE AUTO BILL PAY?


-------------------------------------

Second was this postcard that stated:

Our records indicate that you don't have Auto Bill Pay set up on your DIRECTV account.

To ensure your $10 monthly HD Access credit WILL be on your next bill, you must simply:...

Edited by DodgerKing, 18 June 2012 - 04:28 PM.


#2059 OFFLINE   Shades228

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Posted 18 June 2012 - 04:30 PM

I know this will fall on deaf ears who want to interpret things how they want rather than how they are.

A: There is no longer an active promotion that will enable free HD for 24 months.
B: Anytime there is a billing change a reminder should get sent out to those on the promotion to remind them the qualifications in case they did something to remove it
C: The card states for free for 2 years and then 24 month offer period. It does not state it's been extended, it's been added again for another 24 months or that once it ends you will renew for 24 months.

#2060 OFFLINE   MizzouTiger

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Posted 18 June 2012 - 04:43 PM

I know this will fall on deaf ears who want to interpret things how they want rather than how they are.

A: There is no longer an active promotion that will enable free HD for 24 months.
B: Anytime there is a billing change a reminder should get sent out to those on the promotion to remind them the qualifications in case they did something to remove it
C: The card states for free for 2 years and then 24 month offer period. It does not state it's been extended, it's been added again for another 24 months or that once it ends you will renew for 24 months.


I understand what you're saying, but the e-mail that some of us received recently regarding free HD access leads us to believe that the free HD access will be continued for an additional 2 years:

"Hello Valued Customer,

Thank you for being a DIRECTV customer. In addition to having the very best in entertainment, you will be receiving the HD experience you know and love FREE FOR 2 YEARS!"

That sure sounds to me like I'm going to be getting free HD access for the next 2 years starting now. This (June) would be the last month of my previous 2 year HD access credit, so I'll wait until my July bill shows up to see for sure what happens.

Oh, and I also received the postcard today telling me that I no longer am enrolled in autopay, which I am and have been for several years.
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#2061 OFFLINE   hasan

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Posted 18 June 2012 - 04:43 PM

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.
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#2062 OFFLINE   DodgerKing

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Posted 18 June 2012 - 04:46 PM

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.

Edited by DodgerKing, 18 June 2012 - 04:53 PM.


#2063 OFFLINE   DodgerKing

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Posted 18 June 2012 - 04:49 PM

I know this will fall on deaf ears who want to interpret things how they want rather than how they are.

A: There is no longer an active promotion that will enable free HD for 24 months.
B: Anytime there is a billing change a reminder should get sent out to those on the promotion to remind them the qualifications in case they did something to remove it
C: The card states for free for 2 years and then 24 month offer period. It does not state it's been extended, it's been added again for another 24 months or that once it ends you will renew for 24 months.

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.

#2064 OFFLINE   Shades228

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Posted 18 June 2012 - 04:50 PM

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.


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.

#2065 OFFLINE   Shades228

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Posted 18 June 2012 - 04:55 PM

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.


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.

Edited by Shades228, 18 June 2012 - 05:03 PM.


#2066 OFFLINE   shendley

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Posted 18 June 2012 - 04:59 PM

I got the postcard today as well and after checking the directv website confirmed that I'm still on autopay.

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#2067 OFFLINE   wideglide36

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Posted 18 June 2012 - 05:08 PM

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......

#2068 OFFLINE   bixler

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Posted 18 June 2012 - 05:11 PM

Just got that postcard as well. So within 2 weeks I receive two LIES by DirecTV.

First was an email that stated:

Hello Valued Customer,


Thank you for being a DIRECTV customer. In addition to having the very best in entertainment, you will be receiving the HD experience you know and love FREE FOR 2 YEARS!


JUST A REMINDER


To continue to receive FREE HD Access, you simply need to maintain the following on your DIRECTV account during the 24-month offer period:


1. Auto Bill Pay
2. CHOICE™ or OPTIMO MÁS and above package
3. At least one(1) HD Receiver and HD Access


Failure to maintain these requirements will result in the $10 per month FREE HD Access credit being removed from your account.


NOT SURE IF YOU HAVE AUTO BILL PAY?


-------------------------------------

Second was this postcard that stated:

Our records indicate that you don't have Auto Bill Pay set up on your DIRECTV account.

To ensure your $10 monthly HD Access credit WILL be on your next bill, you must simply:...


I don't see the deliberate intent to deceive....maybe a communication error but they surely didn't intend to deceive anyone.
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#2069 OFFLINE   MizzouTiger

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Posted 18 June 2012 - 05:12 PM

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.


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.
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#2070 OFFLINE   DodgerKing

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Posted 18 June 2012 - 05:20 PM

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.

#2071 OFFLINE   DodgerKing

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Posted 18 June 2012 - 05:20 PM

I don't see the deliberate intent to deceive....maybe a communication error but they surely didn't intend to deceive anyone.

Perhaps lie was a little too harsh

#2072 OFFLINE   hasan

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Posted 18 June 2012 - 05:23 PM

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.


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.
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#2073 OFFLINE   DodgerKing

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Posted 18 June 2012 - 05:25 PM

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.

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.

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.

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)

Edited by DodgerKing, 18 June 2012 - 05:34 PM.


#2074 OFFLINE   PCampbell

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Posted 18 June 2012 - 05:56 PM

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.

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#2075 OFFLINE   242424

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Posted 18 June 2012 - 05:57 PM

Some people just can't stand to be shown they are wrong.




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