Goodbye DirecTV, hello Time Warner?

[Tom Snyder]

So I'm at AVSForums.com today getting all excited about the DirecTV New HDTV Package , and reading posts there about how DirecTV is giving away SAT-C kits for only the price of shipping, from people who actually called and got SAT-C kits for only the price of shipping.

So, I call DirecTV and ask for that, and am told that that is not the case, that I need to add Showtime to my Total Choice package for a year for that. While I'm on the phone with their CSR, I post what I'm being told in an active forum at avsforums.com, and am almost immediately replied to by more people who got their SAT-C kits for free with no such commitment, AT THE SAME TIME MY CSR IS TELLING ME NO, that's not the case... nobody's ever gotten them without a new 1 year commitment to Showtime. One of the guys at AVS said he called in Feburary and even got a free dish to accomodate his free 3rd LNB, and got three months of Showtime free in addition!

I called back tonight and sparred with a CSR named "Bree," who didn't even know about the new HD package, or what Satellite those channels were going to be on. If she's clueless about that, how can I trust what she tells me about the 3rd LNB.

I've been accused here of being a DirecTV zealot and a TWC basher, but I gotta tell you guys... a company whose pricing models depend SOLELY on the CSR that answers your call doeesn't deserve my money. The picture quality on Fox News is becoming lass and less important to me.

I emailed DirecTV to tell me why I should remain with them. I'll let you know what I hear.

[drgingras]

(rant on)

Over the course of the last few years:

1) TWC CSR's insisted on providing me with Digital cable service. After all, it's ALL high definition, you know. That was before TWC had ANY HD programming.:bang:  Said goodbye.

2) D* blew off 2 install dates, and numerous phone conversations resulted in an offer for a free month of Showtime. Even though I wasn't installed. :bang: Said goodbye.

3) E* billed me for 2 AT100 program packages. 1st CSR said it was because I had 2 boxes. :bang: Took 3 billing cycles and quite a few more calls to correct that. Wanted to say goodbye, but WAF has ruled out last option (BUD).

Why are these companies' first line of customer contact so grossly inept/misinformed? Bottom line, who's paying for their services and job security? Don't they get it? I sure don't.

(rant off)

Go get 'em, Tom.

Dave

[JoeK]

Tom,  put down the remote and slowly back away.  Take two asprins or something stronger.  Get your self to a dark room.  If this hasn't all passed when you awake in the morning you need to call the Milwaukee HDTV help line and let the professionals there talk you down.

[drgingras]

Then again, this isn't the worst time to contract a slight case of open-minded curiosity syndrome. Cable's best and newest ideas are due to be showcased next week at the NCTA in Chicago.

Tidbit

However, if you get overly red-faced, I defer to JoeK's advice.

Dave

[Tom Snyder]

you need to call the Milwaukee HDTV help line

Uh-oh.. that's gonna be a problem...the Milwaukee HDTV help line is... ME! :eek:

But actually, I'm programming my new Pronto remote, and realizing that life would be a lot easier for my wife if ALL my channels came from one source.  And if HD recording comes out for cable first, and Channel 6 doesn't get their OTA digital a** in gear in time for Packer season, I might just be lured to the dark side of the force.

[Talos4]

I'll jump in, I "dumped" TWC (The Worldwide Conglomerate) 7 years ago, reasons too numerous many articulated here and elsewhere.  

I signed on with primestar. No Complaints.  Then of course along came DTV. STILL no complaints.

I've recently upgraded (Purchased)(I've been renting this whole time) STB's One Hughes and one RCA finally upgraded LNB's. All installed.

CSR was very good and very helpful.  Actually found a way to save me $$$$

Installer knew what he was doing.  Arrived when he was supposed to  and was in and out in an hour. All for the total cost of $43.00.

However... the insidious reach of the previously mentioned monster has reached my home once again... Cable modem:(

You just cannot get away from it!

[Kevin Arnold]

Customer service is dead.  They had a wake and burial for it about 5 years ago.  TWC and D* both attended.  

There seems to be a problem with basic training of CSR's to handle even the simplest issues with HD on cable or satellite.  TWC can give you 4 or 5 different prices for cable modem service depending on who you get.  D* plays the CSR roulette game with packages/prices/plans that come from a random generator.  For someone who has knowledge of what TWC really has to offer on HD it becomes a comedy of errors as reps talk about digital cable being HD, or being unaware of what's actually on the system.  DirecTV reps flounder because they don't know what packages they offer.  Saying "I don't know" isn't an option so the make it up.  I have C-band (BUD) and every time I call my program supplier I get pitched a pizza dish offer before I can do any business.  As is usual in this business, the prices vary with whoever you get on the phone.  If I don't like the price I hang up and call back and get someone else.

For both TWC and DirecTV there is a lot of money to be made from the new HD offerings, but they actually will have to train their people and think it through.

[Todd Wiedemann]

...the Milwaukee HDTV help line is... ME!

Hang in, Tom. You can always call me !

You know, the difference between the ~$8 SatC kit from D* and just buying it outright for ~$40 and not dealing with CSR roulette was worth it to me.

Similar to domestic issues, this was a battle I chose not to pick.

I believe that D* has stepped up to the plate and hit a solid double. Let's see what happens the balance of the year. Bravo-HD, for one, is coming.

I'm sticking around the D* neighborhood for a while.

[Matt Heebner]

I am still trying to decide what to do regarding the D* vs. TWC. I have D* now, but at already $70/mo for 4 rooms and only HBO, another $11  would be a killer. IF D* decided to dump the mirroring fee, then I would have no problem adding the HD package. I don't want to dump HBO, but I am also NOT paying $81/mo for D*.
I've checked out prices for TWC, and can get the exact package from TWC for about $54, plus run it to all the TV's (maybe some without the box granted) and I can get two HD boxes...one for the living room and one for the soon-to-be-upgraded bedroom TV for less than what all my mirroring fee's cost now.
It also seems to me that TWC has waaaayyyy more bandwidth to add HD than D*. With TWC adding HD PVR's this year.....it might be the "turning" point for me.  A OTA/D* STB PVR for $1000+, or a TWC HD PVR for $5/mo ? That question is already answered in my mind.
In the next 4-5 mo. I am really going to have to figure out what I want to do.

Matt

[Tom Snyder]

Ring, ring...

"This is DirecTV. "

"Sir, I understand you've been having some customer service issues."

"What site did you say you were affiliated with?"

"Oh, I see... Your Sat-C kit is on its way for $8 shipping only, but we'll send it FedEx. It should be there tomorrow."

[sdn10s]

Glad to hear you got things straightened out. Called and ordered mine on Tuesday; it arrived yesterday.

[Todd Wiedemann]

Hey, Tom:

Seriously, did the mention of our site get you the SatC kit just like that ??

That's pretty cool ...

[Tom Snyder]

The above account is the reader's digest version...

The CSR was obviously not your garden variety phone slug with the IQ of a houseplant. He was an articulate, informed supervisor, and rather than argue with me, he was interested in communicating and understanding. Because of my involvement with our site, and participation in AVSForums,  he appreciated and respected the knowledge I had of DirecTV that he didn't... and he was willing to admit that information on new packages, offerings and initiatives tends to trickle down to the ends of the branches really slowly. Like many large companies in a competitive situation, they're looking for a first to market advantage.. so they rush the announcement before they actually build the infrastructure to support it.  Shoot first, answer questions later. But he understood his, and my roles in rolling this out, and was empowered to do the right thing.

So, I don't know that it was our site per se, as much as is was my influence in a public presence that targets their market for this new package, combined with the fact that my previously zealous anti-Time Warner stance was beginning to publicly soften.

[MikeRoz]

I had the same problem, however, the rep told me that you had to be a Showtime subscriber to get the kit, but ONLY had to maintain Direct Choice programming for a year, NOT REMAIN A SHOWTIME SUBSCRIBER. I asked if I could drop Showtime at the end of the month and she replied, YES.  I still had the same problem of her not knowing about the HDTV package. Thus, I'm confused as to how I am going to order it if no one at DirecTV seems to know it exists.
:confused:

MikeRoz

[MikeRoz]

In relation to what I posted above, here is a quote from the DirecTV site:

Shipping and handling fee of $8.08 applies. Commitment to one year of TOTAL CHOICE® programming package required.

That should be all you need to commit to for the FREE Sat C Kit with the 8 buck shipping fee.
No 1 year commitment to Showtime.

MikeRoz