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Wanted to get folks opinion on whether to push the issue with D* to get a $30 credit that was promised and not carried through by the CSR. Here is what happened...
I subscribed online to the Starz / Showtime "buy1 get 1 free" for 3 months package promoted on the D* website back on July 17. I got my first E-bill last week and it had my partial month charge for the 2 premiums, the next month billed in advance for them (as usual) and then a credit for Showtime for the month in advance. My prorated month however was clearly not under the buy 1 get 1 pricing (basically full price since I added them the day after my July bill date. So I called D* and explained to them that I thought I should get a credit for the partial month of Showtime as promo suggested.
The first CSR I was connected to said they don't discount prorated months and there was nothing she could do. I asked for a manager and she placed me on hold and disconnected me a minute later. The second call landed me with a CSR that agreed that I should have only been charged for a partial month of Starz, not both Starz and Showtime and that she could see there was already a credit for it on that bill. She did not understand that the credit on the bill was for the month billed in advance. She said there was nothing she could do since there was a credit on the bill. A few minutes later, call number three got me to a CSR that fully understood the issue and offered me a $30 credit. I said that was fine and she said it would take about 10 minutes for me to see it online. Life's good, I figure I got what was due and then some (although I'd have been fine with just fixing it). Thje only problem was when I checked my account, I was only given a $15 credit and that was based on a $5 credit for the next three months.
I guess that does fix the issue, but why did she tell me I would get a $30 credit and then only apply half of it spread over three months? I was with D* for 9 years until 2006, then left for 9 months and came back last September after we moved. During all of that time, I never had any service issues, billing problems or reasons to call a CSR to fix something until now (I know that sounds odd, but we were low maintenance and paid on time). I'm not one to push for "free" stuff, but shouldn't they do what they promised?
I subscribed online to the Starz / Showtime "buy1 get 1 free" for 3 months package promoted on the D* website back on July 17. I got my first E-bill last week and it had my partial month charge for the 2 premiums, the next month billed in advance for them (as usual) and then a credit for Showtime for the month in advance. My prorated month however was clearly not under the buy 1 get 1 pricing (basically full price since I added them the day after my July bill date. So I called D* and explained to them that I thought I should get a credit for the partial month of Showtime as promo suggested.
The first CSR I was connected to said they don't discount prorated months and there was nothing she could do. I asked for a manager and she placed me on hold and disconnected me a minute later. The second call landed me with a CSR that agreed that I should have only been charged for a partial month of Starz, not both Starz and Showtime and that she could see there was already a credit for it on that bill. She did not understand that the credit on the bill was for the month billed in advance. She said there was nothing she could do since there was a credit on the bill. A few minutes later, call number three got me to a CSR that fully understood the issue and offered me a $30 credit. I said that was fine and she said it would take about 10 minutes for me to see it online. Life's good, I figure I got what was due and then some (although I'd have been fine with just fixing it). Thje only problem was when I checked my account, I was only given a $15 credit and that was based on a $5 credit for the next three months.
I guess that does fix the issue, but why did she tell me I would get a $30 credit and then only apply half of it spread over three months? I was with D* for 9 years until 2006, then left for 9 months and came back last September after we moved. During all of that time, I never had any service issues, billing problems or reasons to call a CSR to fix something until now (I know that sounds odd, but we were low maintenance and paid on time). I'm not one to push for "free" stuff, but shouldn't they do what they promised?
