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Discussion in 'DISH™ High Definition Discussion' started by l8er, Aug 1, 2009.
3 mins chat worked for me. I am on Bronze HD.
I have(had) Classic 250, gold HD + Platinum HD. I am bundled through my phone company for satellite/phone/internet and I got the charge removed on the first phone call. No issues or arguments, was on hold for about 5 minutes while the CSR did a little investigation but other than that no problems.
Looked at my account yesterday to see if the new bill was up yet. It wasn't but my account balance showed a $6.12 credit. I was in the middle of a billing cycle on Aug.1 and waited a few days before using chat to get the $10 Platinum charge removed. I figured I wouldn't see any change until the next billing cycle, but apparently the CSR gave me a credit from the date he made the change. Still waiting to see if the new bill is correct. Probably will be online Monday or Tuesday.
Best way to change to HD & Platinum programming for EXISTING customers: (I helped two friends do this and it worked fine.)
1. Sign into your online account and click on “Programming” link on the left side of the page.
2. Under HD Programming options uncheck all of your current HD package(s).
3. Click “Review and Order” at the bottom of the page. (Verify all HD Package(s) were removed)
4. Click on the red “Back” button at the bottom of the page. You should see the “HD & Platinum” option.
5. Click on HD & Platinum for $10.
6. Click on “Review and Order” button. (Verify combined “HD & Platinum” package was added.)
7. Click on “Order” button. You should see the Platinum HD channels on your screen in 5-15 minutes.
I just called and spoke to a CSR. I told him I had seen where existing customers with HD are now eligible for this. He said he would check and get right back to me. Within a minute, he said I was correct and added platinum to our package. We currently have the gold package.
I just tried to use chat to convert and was told that it was a new customer promotion only. I went to My Account and used jdmart's method and was able to make the conversion with a few clicks and some scrolling (extra clicks required to get out of paperless billing and a commitment extension).
I tried JDMART's technique. Unfortunately, I have HD Gold only, and there doesn't seem to be any way to uncheck it (the check circle is grayed out).
Do you have HD Gold, or Turbo HD Gold?
Was there a "none of the above" option???
I have Turbo HD Gold.
Unfortunately, the drop-down menu for Turbo HD Gold didn't have any other selections, such as "None of the above."
The only way you can deselect the Turbo HD Gold is to select another type of package from the "American" or "International" lists.
I had another session with Dish Chat. I was told that all the Turbo packages have been discontinued, and that there was no way to get the Platinum channels without switching to Classic Gold 250 with HD.
That seems very unfair to all the TurboHD subs who did not have the Platinum HD add-on prior to 8/1/2009, since the Platinum HD channels are now free for everyone else.
TurboHD class action lawsuit? (just kidding).
I did the online chat. Dropped the HBO, Showtime deal (been three months), and asked very politely about getting the Platinum free. Said no problem and took care of it. Took two minutes!
So what do you have Turbo? The whole Marketing dept should be fired for dreaming up Turbo packages.
They should be sent back to the drawing board for the way they structured Turbo.
It was and is a good idea, in fact a brilliant idea, but they did not take extraneous factors into account and it collapsed of its own weight when program providers threw their monkey wrenches into it.
Nothing's happened to Turbo that wasn't foreseen by many of us. It wasn't designed two years ago within the context of three years from now. It was done when Dish started bleeding subscribers and lost it's HD competitive advantage in a predictable marketing effort by DirecTV.
From the outside it appears that everything Dish has done in the past three years lacked adequate communications within the organization and shows a failure to assess the external competitive environment at a predictably critical time - notice I didn't say a failure to correctly assess, I said a failure to assess the competitive environment at a predictably critical time.
One has to wonder relatively speaking just how much time and money was spent on the Platinum freebie as opposed to the 922. Techie Dish customers who like their hardware will love/hate the 922 while not really adding to the Dish customer base.
If and when the unaware Turbo customers, who were all new, realize they don't have access to a lot of Dish Network HD without absorbing a huge rate increase, one has to expect customer alienation. If there are Classic HD customers paying the extra $10 for Platinum who discover months from now that it could have been free, one has to expect customer alienation.
Charlie's brain, heart, and soul is in Echostar. Dish Network needs to be run by a retail service oriented person with a strong marketing background who can hire tech types to explain the tech issues. We all know that Dish Network was spun off to be sold because of a lack of interest on the part of the primary shareholder who still remains in charge.
E* is hardly alone in poor handling of customers. Have a cousin who has always gotten TV OTA. With the advent of digital TV they could no longer pickup anything OTA so they installed TimeWarner cable. They even went out and bought a nice HDTV. TW never told them they would not get HD unless they paid an extra $10/month. So far my cousin has been so mad about this that she's refused to pay the extra $10. I suppose she'll give in eventually but TW would have done a much better marketing job if they'd included the HD in the original quote with the option to pay $10 less if she didn't want HD.
Just a minor correction. The turbo packages have not been discontinued, they just can only be added or removed by CSR's/TSR's and not through the website. They were correct in that to get the Platinum channels, you would have to switch to a class + hd rather than one of the turbo packages.
A major flaw with TurboHD is one that I didn't see when those packages first came out. I would have assumed that the most expensive TurboHD package would have included ALL the HD available and that any new HD channels added by Dish Network would automatically be added to that package. (Much like America's Everything Pack works for SD channels).
Now, however, it looks like the TurboHD packages are frozen in time - the channels you got when you signed up are the only channels you're ever going to get. In general terms, I could be wrong, but the Platinum HD channels are a case in point - free to all new or existing subs now EXCEPT TurboHD subs who did not subscribe to the Platinum HD add-on prior to 8/1/2009.
TurboHD was one of those very nice marketing ploys that should have been a real feather in Dish's hat. Unfortunately, some marketing guru most likely came along later and decided that freezing it was a good thing. Which just goes to show that pinheads still exist no matter how quickly we try to eradicate them!
Thanks for the information about the upgrade; I wasn't aware - as is most often the case with Dish. In fact I'd say it's far worse since I went to auto-billing and don't get any information at all from them.
Upgraded via chat in 5 mins; 3 mins to get someone; and then 2 mins to process the request.