SR, thanks for dropping in here and also for disclosing to dbstalk originally all the changes. Like I said, not upset with the increase, just surprised at the lack of clear info to customers outside of this site.
Only thing in my bill was the 3x7 small insert. On the back was a bit of a listing of old/new packages but nothing explaining exactly what was happening. Can't seem to locate anything about a Before/After comparison.
Your link to the website to the news page isn't really a disclosure to customers. It might meet a legal definition but in all fairness the public doesn't understand the progression of packages from CE, CE classic, Choice, Choice Ultimate etc. Particularly since many including the Entertainment package weren't on the website to view. They weren't on the Programming web pages with the new listings until Feb. 9.
Ideally, an old/new column comparison could have been there. No doubt it existed as I suppose your Marketing/Programming teams had those in various powerpoint forms for internal review with management.
Attached is a snapshot of my complete listing for CE Classic. If you need more info, please PM me.
Again, thanks for all you do and share with us and hope the suggestions help you and Directv in return.
No problem, hopefully I didn't come off as snarky.
All fair points you have raised, let me try and answer a few. The reason the changes weren't up on the programming web pages prior to the 9th is because the new packages hadn't launched yet. If we put up the new packages prior to launch, you can imagine customers call in to purchase them but the agents have no way of processing those orders. It's been tried in the past and generally leads to some chaos.
In terms of the bill, I've attached another communication of how customers were notified (see link below). There were multiple forms (web, bill, etc). Keep in mind that many customers were totally unaffected and you don't want to communicate to a group of customers that are not affected at all which is why broad, general tactics are generally not used because then customers may wonder if it affects them when it doesn't. Not everyone has email, so that's always the best solution either. Typically there is a mix of communications, targeted, in a number of ways to communicate to the customer...email, bill, directv.com, etc. Hope that makes sense. http://i42.tinypic.com/igvqmq.jpg
Now, as to your Choice XTRA Classic situation online, that's puzzling. So when you go to directv.com is that all you are seeing for your channel listing? Just those handful of channels tied to your account? If you don't mind, PM me as I'd like to get some account information and see if the .com team can do some testing to see what might be going on.