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Free HD Access for 24 Months Stopped Early!

Discussion in 'DIRECTV General Discussion' started by terryfoster, Jun 13, 2011.

  1. Shades228

    Shades228 DaBears

    6,081
    46
    Mar 18, 2008
    They know it happened there are enough people calling and system checks that they know an issue took place. I would say it's fairly obvious at this point that if you had a 24 month promotion and you hit your 13th month you didn't get that credit. Of course people love to knee jerk saying it was removed when it's just a billing system fluke that will be fixed next month. I can't think of any credits before that were 24 months in length. The longest prior were 12 months so it's probably a line of code somewhere that they didn't anticipate because it was never an issue before.
     
  2. smolenski

    smolenski AllStar

    57
    0
    Oct 24, 2006
    I sent an email through the website this morning and just received this reply:

    Response Via Email(David X - xxxxxxxx) - 06/25/2011 06:35 PM Dear Mr. Xxxxxx,

    Thanks for writing. I see you've been with DIRECTV for several years now(actually 15 years), and I just wanted to take a moment to thank you for your continued loyalty.

    I understand your concern about your credit for HD Access service and I apologize for any inconvenience this issue may have caused you. Kindly be advised that we are aware of this issue and we assure you that we are working to resolve this billing system error. I can assure you that your credits would start up again and you can expect to receive the 24 months HD Access credits in full as long as you maintain your current base package and auto bill pay.

    For the meantime Mr. Xxxxxx, we ask for your patience while we try to resolve this at the soonest time possible.

    Sincerely,

    David X- xxxxxxxx
    DIRECTV Customer Service


    I'll check periodically to see if the credit shows up. I must say, I was surprised to get a reply so soon.
     
  3. Davenlr

    Davenlr Geek til I die

    9,139
    28
    Sep 16, 2006
    Amazing what a little A.I. in a computer generated email program can do.
     
  4. tunafishman

    tunafishman Cool Member

    17
    0
    Nov 16, 2007
    I received my statement on 6/23, credit was missing as well. Finally had a chance to call today. The frontline CSR took about 10 minutes, put me on hold, and said "Yup, it's missing, I don't know why, but I can't do anything about it, so I'm going to transfer you to the programming dept (I think he said programming, maybe promotions?)."

    I then had to play the fun game where I tell the second CSR THE EXACT SAME PROBLEM (god forbid they transfer a record over with the call), and after about 10 minutes he had it all fixed. So except for having to repeat myself, all in all a very easy process to get it reinstated.
     
  5. Carl Spock

    Carl Spock Superfly

    4,567
    0
    Sep 3, 2004
    It's still being incorrectly billed as of this morning.

    Called in. Talked to Joe. He understood the problem right away and solved it even more quickly. It was a six minute call. When I hung up I went to DirecTV's website and found a $10 + tax credit on my account.

    Easy.
     
  6. TBlazer07

    TBlazer07 Grumpy Grampy

    4,827
    7
    Feb 5, 2009
    Has anyone who initially took only a 12 month credit because they did not do auto-pay get it "renewed?" I remember there were quite a few (myself included) who took a 12 month promo. My 12mos just ran out.
     
  7. Davenlr

    Davenlr Geek til I die

    9,139
    28
    Sep 16, 2006
    I just got an email from DirecTv today:

     
  8. dod1450

    dod1450 Legend

    334
    11
    Dec 16, 2009
    Thank you for giving us heads up on the billing. I just got off the phone and my $10.00 per month credit is back (with 12 month left) on plus I was able to received another $10.00 per month credit for the next six months. Without leaving my existing TOTAL CHOICE PLUS to another package.
    Why don't D* just give everyone free HD for life?
     
  9. Rocko62580

    Rocko62580 Legend

    184
    0
    Sep 3, 2006
    I noticed it as soon as I opened my bill and I went straight to DBS. I called in and at first the rep didn't know anything about it but then stated there is an alert out and Direct TV will be fixing the issue soon.
     
  10. spartanstew

    spartanstew Dry as a bone

    12,566
    61
    Nov 16, 2005
    Wylie, Texas
    I received the same Email last week which leads me to believe I'll be getting it for another 2 years (not just the remaining year).
     
  11. betterdan

    betterdan Icon

    931
    8
    May 22, 2007
    Just called because I'm now being charged $10 a month for HD Acccess. The guy on the phone said there was a computer problem and it should be fixed next month. He then credited our account $10 and it showed up immediately on the Directv site.
     
  12. Stuart Sweet

    Stuart Sweet The Shadow Knows!

    37,060
    287
    Jun 18, 2006
    After a polite and friendly phone call, my HD discount was reinstated.
     
  13. codespy

    codespy Go Pack Go!! DBSTalk Club

    1,123
    48
    Mar 29, 2006
    Wisconsin
    Yep, me too. I was disconnected twice, escalated and the third CSR was real nice. CSR credited the HD access fee. Then CSR indicated I was eligible for some credits. $10 of programming for 12mths plus $5 off for 24mths.

    I did not refuse the credits. :)

    CSR was very knowledgable and efficient/quick. I then spoke to her supervisor and gave her Pos. feedback.

    Happy DirecTV customer? Yes I am. Sometimes computer glitches happen.
     
  14. swaff

    swaff Hail to the Redskins

    502
    53
    Feb 15, 2009
    Central...
    Credit did not appear on my 6-21 invoice. Called and talked to DeeDee. She thought it might have fallen off due to a recent Protection Plan receiver swap.

    My account now shows a $10 credit balance and she assures me that her supervisor has a note to check my account next month to make sure the credit is applied going forward.
     
  15. TBlazer07

    TBlazer07 Grumpy Grampy

    4,827
    7
    Feb 5, 2009

    Answering my own question they wouldn't reinstate the free HD for 1 year :( but instead gave me $20 off for 1 year and 3 mos free Showtime. :D
     
  16. HDbruce

    HDbruce Mentor

    39
    0
    Jun 30, 2007
    I received my bill Sunday evening. The $10 credit was missing. I called and after a transfer to billing, I was told they can see where it will be credited next month and they issued a $10 credit for this month. I mentioned that this problem had first been reported on 6/13 and was disappointed it hadn't been fixed by the time my bill was prepared. The CSR talked to her supervisor and said this was the first time anyone had reported the problem. Oh my.
     
  17. Arative

    Arative Cool Member

    20
    0
    Jan 7, 2008
    Noticed the same thing on my bill, called in and was taken care of in 5 minutes. Also found out I was eligible for a free equipment upgrade, so ended up with a new HD DVR out of it for only shipping, plus the 2 year contract. I figure since I dig the service anyway another 2 year commitment is okay by me.
     
  18. The Merg

    The Merg 1*

    10,289
    35
    Jun 24, 2007
    Northern VA
    Well, got a little frustrated that it seems everyone but me got an instant $10 credit except for me. I've sent an e-mail off to Ellen's office to see why I couldn't get my missing $10 credit.

    - Merg
     
  19. SkersR1

    SkersR1 Legend

    127
    0
    Jul 10, 2007
    I didn't get anything resolved immediately either. The CSR I talked to didn't even really want to help me but she escalated it and about 5 days later got this email response.

    I don't get the feeling I'll be getting the $10 credit next month either & will have to call in again.
     
  20. swans

    swans Legend

    248
    0
    Jan 23, 2007
    They don't treat everyone the same. I went through 2 CSR calls and 2 e-mail requests without getting resolution. I ended up e-mailing the office of the president. I got a call back in a couple of hours and they were able to credit my account immediately.

    She asked for other feedback. So I gave her my list of other complaints. A local channel that is still not provided in HD. Just happens to be my local SEC sports channel! Nothing like seeing SEC football in SD!:nono: Also told her it would be nice if they added some more HD channels for us little guys. My impression was don't expect anything any time soon.:hurah:
     

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