Adding HD Extra is forcing me off of "Total Choice"
I tried to add HD Extra today and the website said I have an older package which won't work (I have the old Total Choice) and it is forcing me to upgrade to a current package which would be a couple more bucks per month and I'd lose a few channels like versus. Has anyone had any luck calling and adding this without impacting their Total Choice package?
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I'm sick and tired of this answer from D*. This is nothing against the person I've quoted, but I hate the lack of support on the "web side" of D*. I recently filled out the online support form, which includes entering your account number into the form. It wasn't a complicated question, nor was it a request for my service to be changed. After 6 hours, D*'s email response was "Please call customer service at 1-800....". I emailed back and explained to them that if i had wanted to call the phone number, I would have done so in the first place and to please address my original question. The second reply came closer to addressing the question, but still didn't. i forwarded the conversation to [email protected] just to get them to understand the situation. The first response from them was via telephone (left 2 messages) asking me to call them back. I was at work when they called...duh! Anyway, I promptly replied once again via email and asked them to please read the email conversation and decide for themselves if the telephone was the best way to handle the situation. This time, the person who received the response was knowledgeable, courteous, and willing to quickly answer the question via email. That's all I wanted in the first place.Dknow said:don't do it online call them.
As a web developer myself, it really bugs me when companies pretend to offer the ability to do things online, only to leave those features crippled to the point of being almost useless. D* just doesn't seem too on the ball when it comes to doing things via their website or email. Why should a person who chooses to do business with them via their website and an avenue provided by D* be relegated to second place behind people who call on the telephone?
I was able to keep my old package and get the HD extra pack, I know if I try and remove the package now you need to select a new base package. So don't plan on getting rid of it. you'll be paying what the new base package costs just about anyway.
Absolutely, I agree 100%. Many times I've entered a seemingly simple request in their webform only to be confronted with the "please call" response. If it's a simple enough request they should handle it via email. If there's something unclear, the rep should email back for clarification to make sure everyone's on the same page, but if they offer an email system like this they ought to be able to actually use it to its fullest. If the customer wanted to call in the first place he would have.BLWedge09 said:I'm sick and tired of this answer from D*. This is nothing against the person I've quoted, but I hate the lack of support on the "web side" of D*. I recently filled out the online support form, which includes entering your account number into the form. It wasn't a complicated question, nor was it a request for my service to be changed. After 6 hours, D*'s email response was "Please call customer service at 1-800....". I emailed back and explained to them that if i had wanted to call the phone number, I would have done so in the first place and to please address my original question. The second reply came closer to addressing the question, but still didn't. i forwarded the conversation to [email protected] just to get them to understand the situation. The first response from them was via telephone (left 2 messages) asking me to call them back. I was at work when they called...duh! Anyway, I promptly replied once again via email and asked them to please read the email conversation and decide for themselves if the telephone was the best way to handle the situation. This time, the person who received the response was knowledgeable, courteous, and willing to quickly answer the question via email. That's all I wanted in the first place.
As a web developer myself, it really bugs me when companies pretend to offer the ability to do things online, only to leave those features crippled to the point of being almost useless. D* just doesn't seem too on the ball when it comes to doing things via their website or email. Why should a person who chooses to do business with them via their website and an avenue provided by D* be relegated to second place behind people who call on the telephone?
I wouldn't have had a issue with the website problems they have except now their phone support isn't 24 hours. I'm often not on a 9-5 schedule and I always had zero wait time if I called at 1am instead of 7 or 8pm.
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