Ellen's Office NO help

Discussion in 'DIRECTV General Discussion' started by ronsanjim, Aug 12, 2009.

  1. Scott Corbett

    Scott Corbett Mentor

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    In the past I have seen an obligation date in my account online. I don't see one now, is it still available online?
     
  2. Ken S

    Ken S RIP

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    No, they decided to remove that information...I guess it's unimportant.
     
  3. jeffshoaf

    jeffshoaf Icon

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    I would bet that its considered a SOx (as in the Sarbannes-Oxley act) issue - there isn't a facility in the software to change the commitment date, so it has to go to IT and they have to go through a process to get it approved and documented prior to making the change. If the software is changed to allow the date to be changed, they would probably have to implement an audit trail in the application so that any change is automatically documented.

    Of course, the requirement to implement that audit trail shouldn't be a reason to not change the application! :rolleyes:
     
  4. TBlazer07

    TBlazer07 Large Member

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    Anything CAN be done. They obviously don't want to or I believe they would have done it - if it is the case. :)

     
  5. Ken S

    Ken S RIP

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    Someone built an application that can apply and track a commitment date with no functionality to change that date in case of error. That's really, really hard to believe. DirecTV has been doing commitment dates for quite some time...this isn't new.

    I also very much doubt that SOX would apply here.
     
  6. ATARI

    ATARI Hall Of Fame

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    SOX not applicable for sure.

    I also can't believe a DVR would be designed without DLB . . . but here we are anyway.
     
  7. BattleScott

    BattleScott Hall Of Fame

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    Not saying that it IS the reason, but it could very easily be applied here. Assuming that comitment end dates are used to help project future revenue per subscriber (either through monthly payment or ETF) then that date could definitely be considered part of a "SOX related" process control and might be locked-out to most users.
     
  8. scrybigtv

    scrybigtv Godfather

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    Don't know who at D* is telling subs that a commitment date can't be changed. They certainly changed mine back to the original (and correct) date after I complained about an improper extension when I had to replace a dead HD DVR. Below is a portion of the email I received from CS after I complained to DTV.

    "Upon checking your account, I see that recent commitment renewal has been waived. Your annual programming agreement now ends on March 18, 2010. I hope that you have enjoyed having DIRECTV. You are very important to us and we look forward to serving you for years to come."

    That date (March 18, 2010) is exactly 24 months after the date I subscribed to DirecTV. They had tried to extend my commitment to July 1, 2011 when I had a replacement receiver activated.
     
  9. WestDC

    WestDC Well-Known Member DBSTalk Club

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    Feb 9, 2008
    They removed it because it caused a sticking point when the customer see that changes at any whim.
     
  10. TBlazer07

    TBlazer07 Large Member

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    Florida
    Are you sure they didn't just "note your account" or just send you an email to shut you up? Have you called and just asked "if I cancel today what would my ETF be" without mentioning commitment time or dates?

    Not sure about others, but my info came from a complaint to their "executive offices." The guy I spoke with who took care of it was very helpful and explained each step including the fact that they couldn't CHANGE a date but only REMOVE a commitment completely. He said it would take a couple days to get it through I.T. dept and when it was complete he'd call me ... which he did. This was 8 months ago and of course things could have changed.


     
  11. Upstream

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    I'd be surprised if it were a SOX related issue. But I could see that the commitment dates could be used to project future revenue, and therefore could be SOX related.

    But if that were the case, and the commitment dates were SOX-related, then it would be a major issue for DirecTV to have lots of incorrect commitment dates with no systematic way to correct them. If there really are SOX implications, someone is risking a jail term.
     
  12. BattleScott

    BattleScott Hall Of Fame

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    There appears to be a some way to have them changed as others have been succesful in getting them changed. The key seems to be getting it in front of the group with appropriate access rights. So it's really not much of a stretch to think that the everyday level 1 CSRs might not be allowed edit access to this information as a matter of internal controls implimented by "the SOX Police".:eek2:
     
  13. trekologer

    trekologer Legend

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    Jun 30, 2007
    That is likely the explanation. SOX is pretty vague and it is often up to the implementers to interpret what compliance requires. Since the service commitment does protect future revenue in exchange for providing discounted/free equipment and/or installation, it is very likely that their interpretation of the SOX requirements includes preventing any modification to the commitment date.

    Or it could have been locked down due to abuse. Or a combination of both.
     
  14. deaincaelo

    deaincaelo AllStar

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    the problem here isn't people who get incorrect cancellation fees, it's the people who don't question it or who believe direct when they say they have a new commitment. Most of these people will just keep D* until the false commitment is over. if they do 25,000 replacements a day and just 1% are affected, that's 180,000 customers at any time removed from churn. If it's 50/50 that's 4.5 million. granted, these are extremes, but even the low extreme is enough to possibly account for the difference in churn between D* and E*
     
  15. Shades228

    Shades228 DaBears

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    It's been stated a few times that agreements don't have to do with promotional offers. This is a cell phone mentality.

    I've said it before no one likes these conversations but it would obviously cost more to change the system then it does to deal with the dispute/correction of the current one. Otherwise they would just change the system.

    Also CSR's do not have any ability to add an agreement. This is just to clarify because it seems a few posts indicate that the CSR's add these on incorrectly.
     
  16. Upstream

    Upstream Hall Of Fame

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    But the requirement of SOX is that a company has to keep ACCURATE financial record, not that the records can't be changed.

    So if the commitment date is part of a SOX requirement, then DirecTV needs to keep ACCURATE commitment dates. Certainly they want some control around changing the dates, but that control is to ensure the dates are accurate.

    If correcting an inaccurate date is not possible (or so difficult that it not done consistently), then DirecTV is going to have lots of INACCURATE commitment dates in their system. That would not be SOX compliant.

    So if maintaining accurate commitment dates is part of a SOX requirement, by failing to fix their system, DirecTV is risking someone going to jail.
     
  17. The Merg

    The Merg 1*

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    Well, here's something interesting. With all this commitment date talk, I decided to e-mail DirecTV to see what they had on file for me. I was told that my commitment would end on 03/10/2010. I e-mailed them back asking for clarification on that as I don't remember doing anything to cause a commitment in March 2008. The last action I had performed was Mover's Connection back in November 2006, so that commitment would have ended November 2007 (I believe Mover's has a 1 year commitment).

    I just received another e-mail stating "Upon further reviewing your account, I found that you no longer have a programming agreement with DIRECTV. Please be assured that you are now getting the service on a month to month basis." What I'd like to know is how that is something that can be misread. I always thought that there was a field on the screen with a date in it. Makes me wonder if I have date there for some reason, but the notes mention that the CSR should ignore it, which the first CSR I spoke to did not do.

    - Merg
     
  18. ATARI

    ATARI Hall Of Fame

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    I'm a member of the regulatory committee at my work and had a week's worth of SOX training this spring. From what I can tell, the OPs problem is not SOX related. It is just that D* is unwilling or unable to help fix the commitment end date.
     
  19. RACJ2

    RACJ2 Hall Of Fame

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    Not 100% sure what you meant by the cell phone mentality comment, but at least my mobile phone account shows my commitment date.

    I'm wonder how their billing application is set up, when you are shipped a replacement. From what I have read in some posts, it sounds like it defaults to extending your commitment. That way, they reduce the possibility that they ship something w/o a new commitment, when it should have one. For example, a free swap of an owned receiver.

    On the cost factor to change it, it must be awfully expensive. The ill will, word of mouth negativity, possible fines or law suits it brings could be very costly. I read in another post, that a guys bank account was erroneously hit with an ETF for over $500 and doesn't have enough money to buy food! How sad is it that D* would put him in that situation!
     
  20. Scott Corbett

    Scott Corbett Mentor

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    Jan 27, 2006
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    They did it to me also. In March replaced a SAT-T60 with an R15 under the protection plan and created a two year obligation. Just found out yesterday when I contacted them about the obligation date not showing in my online account (from getting an HR20, new dish, and new MS).

    Took about 40 minutes of my life to get a retention guy to note my account. I am assuming that to be true, not worried because they have no documentation.

    Another nail in their coffin. The retention guy seemed somewhat astounded that I had been a suscriber for almost 15 years. I will be considering DISH when my real obligation is up in October.

    I loathe the R15.
     

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