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Why does DIRECTV make it so hard to cancel HBO

Discussion in 'DIRECTV General Discussion' started by gio12, Sep 8, 2012.

  1. tonyd79

    tonyd79 Hall Of Fame

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    They could set rules for the on line changes. However, I can turn HBO on and off on fios daily. Guess HBO doesn't really care that much. If they did, maybe they'd spread their first run shows throughout the week rather than all on Sunday.
     
  2. rebkell

    rebkell Godfather

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    Off the subject, but this whole thread is debatable subject wise anyway. :grin:

    How is it billed? You may not know that answer, but I would expect some kind of minimal commitment, or possibly some kind of activation/deactivation fee. I could get into programming my programming, if it wasn't just totally overboard on commitments and/or service fees.
     
  3. CCarncross

    CCarncross Hall Of Fame

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    Heaven forbid people having to talk to each other. Half the things we do via e-mail, or text, or some other "modern" form of communication , many times can actually be accomplished quicker via talking. You probably wasted 3x the time complaining about it in the forum than it would have taken to call a CSR and cancel HBO.
     
  4. raott

    raott Hall Of Fame

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    Seriously, that is your spin? People should talk to each other so that is why a simple task shouldn't be web based?
     
  5. gio12

    gio12 Icon

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    Exactly. 17 min on hold then 5 minutes to listen the the CSR ask about one offer after another. Could have been done in 1 min on the web, total.
     
  6. Hoosier205

    Hoosier205 Active Member

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    They don't do it that way. The reason why has been explained. It's a wise business decision. You don't have to agree with it. You do have a few options:

    1. Choose a new provider.
    2. Apply for Mike White's job.
    3. Secure financing and permission to launch your very own DBS provider.
     
  7. Blurayfan

    Blurayfan Hall Of Fame

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    This decision is not a wise business decision, it just causes customers to have another reason to dislike the company and possibly jump ship.
     
  8. nmetro

    nmetro Godfather

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    Funny. A number of companies actually encourage customers to use the web to handle self-service activities. It is actually much less expensive then having to talk to a "live" person. I cite items like on-line banking, paying one's bills, ordering merchandise, etc. Imagine what it would be like to call Amazon.com to order something?

    In this case, it is a business decision was made to "encourage" customers to talk with a "live" person so they retain a particular service. On one hand, this is very good for the bottom line, but on the other hand it could frustrate a customer enough to seek out services elsewhere. It is no small wonder you see people bouncing back and forth between DISH and DirecTV; mainly because of cost, programming disputes, deals and customer service issues.

    In regards to DirecTV, DISH, Comcast, CenturyLink, Dell, HP, IBM, et. al., many domestic customers do not enjoy having to engage a "live" person whose primary language is not English, or Spanish. In general, there language limitation only increases further frustration to get some of the most simple of tasks completed. Nor, do they want to spend more time to do a task that can be easily fulfilled electronically.

    I can attest that talking to a "live" customer service agent is not a fun way to spend an afternoon. Nor, is talking to a customer service agent at CenturyLink in their DSL services area, or at DISH Network. In both cases you are talking with someone in the Philippines. But the worse experince, I had, was to correct a reservation with Orbitz, they are in Bangalore.

    I do not blame the original poster for complaining. Of course, there is a further issue, each call center employee overseas means one less employed person domestically. With millions of unemployed people, in the United States, it is a moral and ethical issue, besides the issue of how easy or hard it is to drop DirecTV programming.

    Unfortunately, until our so called "elected leaders" decide to correct this issue, customers will have to deal with people off shore who have limited English, or Spanish, skills which do not go beyond a written script that is placed in front of them.
     
  9. dpeters11

    dpeters11 Hall Of Fame

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    The average customer likely doesn't call in much to cancel services.
     
  10. Hoosier205

    Hoosier205 Active Member

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    No. It gives DirecTV an opportunity to keep customers from removing premiums and possibly up-sell them. It works.
     
  11. wahooq

    wahooq New Member

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    Man people are really reaching for things to complain about these days...I should start a list of real grievances
     
  12. gio12

    gio12 Icon

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    another quality response. Ww, if you don't agree with the way DIRECTV does things folks, don't post it here.

    I made a simple observation and complaint about a small annoyance and boy do the smart --- commens come out.

    Thanks Hoosier :nono2:
     
  13. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    +1
     
  14. n3vino

    n3vino Godfather

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    Leon...
    I agree with you. What is it with these D* defenders? Kind of ironic, isn't it? D* trying to keep customers and these guys telling them to switch providers. D* is probably thinking, :nono: "Please don't help me".
     
  15. Stewpidity

    Stewpidity Godfather

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    not sure if this was mentioned, but you can't or at least I can't change any premium services online & when I called and asked why, it was because I am on a "Legacy" package, I was told if I chose to change to a current package I would be able to make any changes online.

    Also, It is probably to protect people who do not realize you cannot just sign up for a premium for a weekend, then cancel and expect to only pay a pro-rated amount for 2-3 days.
     
  16. TBlazer07

    TBlazer07 Grumpy Grampy

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    I believe there is (or was?) a "penalty fee" if you cancel in less than 1 month just to prevent that situation.
     
  17. Stewpidity

    Stewpidity Godfather

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    I think there still is, but is there a "warning pop up" message if you try to do it online letting you know there is penalty fee? If not someone may not know and get a little surprise on there bill.
     
  18. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    D* defenders? No one has defended DirecTV. What people have done is explain their business practice. It's up to the customers to accept their business practice. If they are is displeased they do have other options that were pointed out. There is nothing wrong with having alternatives and choices nor is there anything wrong with pointing them out.
     
  19. gio12

    gio12 Icon

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    Sure you can and why not? They will pro-rate it if you call on. I wanted HBO for Hard Knocks. Now that it is over, I have NO need for it.
     
  20. Hoosier205

    Hoosier205 Active Member

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    No, you cannot. If you cancel a premium less than 30 days after activating it there is a $10 fee accessed. So, you pay a pro-rated fee for the premium in addition to a $10 fee for early cancellation. It ends up costing you more to cancel it early than it would have been to keep it for those 30 days and then cancelling.
     

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