Post # 145 - DirecTV and Versus and How They Snuck It Back In There - 4/14/2010

Dear DirecTV,

You may recall me complaining, back in September, 2009 about not having the Versus channel for my NHL hockey. I was extremely upset. Just ask Marie R (Employee ID – 100180390), Pat L. (Employee 100166676), Fiona M. (Employee ID 100206372), and James M. (Employee ID 100338692).

I suggested leveraging Comcast by hiking their prices on the DirecTV-owned channels. You tried to upsell me with the NHL.

I suggested offloading some channels, including the Nun Channel, to offset the higher cost. You pointed out channels carrying Bull Riding, NASCAR, Mixed Martial Arts. That’s like offering a steak connoisseur some Dinty Moore Beef Stew, Red Devil Ham, and some SPAM.

I threatened to leave. You didn’t flinch. I cut one of my premium channels. You didn’t flinch. For months, I contemplated switching carriers. In the end, I chose eight years of loyalty over a few months of Hockey Bliss.

Apparently, you didn’t recall me complaining. I just found out that I have Versus. I just found out that I’ve had Versus for the past month. I spent a full month watching that babbling Nun instead of Hockey because Marie R, Pat L, Fiona M, and James M were in the break room sneaking leftover croissants and coffee instead of telling us that Versus was reinstated.

It’s funny—you know just where to find me when you want my money, but where were you with the notification about Versus? It makes me feel like my complaints fell on deaf ears. I suggested leveraging Comcast by hiking their prices on the DirecTV-owned channels. You tried to upsell me with the NHL.

I’m dissatisfied.

Jerry
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From: directvcustomercare@directv.com

Date: Thu, 15 Apr 2010 04:59:47 -0700
Subject: RE: Versus [Reference #: 090902-010086] [Reference #:090904-002483][Reference #: 090904-005280] [Reference #: 090904-007407] [Reference #: 090905-000898] [Reference #: 100414-004367]

Subject
RE: Versus [Reference #: 090902-010086] [Reference #:090904-002483][Reference #: 090904-005280] [Reference #: 090904-007407] [Reference #: 090905-000898]
Discussion Thread
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Response (Patricia M. - 100191056) - 04/15/2010 04:59 AM

Dear Jerry,

Thanks for writing. I completely understand your current situation and that you did not receive notice regarding Versus on DIRECTV. I'm very sorry for the inconvenience this has caused you.

Please be assured that Versus was restored on 03/25 and we gave due notice to all DIRECTV customers about this.

Difficult service experiences like the one you had are rare and we certainly do not take them lightly. I apologize for the trouble you had.

We respect your time and I appreciate that you've given me the opportunity to personally address your concerns. Please be assured that I have forwarded your information to DIRECTV management for review. This issue will be dealt with accordingly.

Thanks again for writing and for allowing us to address your DIRECTV concerns.

Sincerely,

Patricia M.
Employee ID 100191056
DIRECTV Customer Service

P.S. Have a question? Anytime, any topic, instant answers - support.directv.com The Answer Center provides you helpful information, 24/7, all at your fingertips.

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To: directvcustomercare@directv.com
Subject: RE: Versus [Reference #: 090902-010086] [Reference #:090904-002483][Reference #: 090904-005280] [Reference #: 090904-007407] [Reference #: 090905-000898] [Reference #: 100414-004367]
Date: Thu, 15 Apr 2010 21:21:16 -0400

Dear Next Consumer Associate In The Queue,

In Patricia M's (Cust # 100191056) note, she tries to "thread the needle". She both sympathizes with me for not receiving notice, and states that all DirecTV Customers were given due notice. Is she calling me a "non-DirecTV Customer"? Is she calling me dense? Because that wouldn't be cool.

I checked my last two statements. I didn't see a "Hey you! Versus is back!" note in the footer. I didn't see any email in my mailbox, other than monthly statements. I didn't see a message on my cable box. I didn't see anything in the mail. I didn't get a telegram, smoke signal, message via carrier pigeon, message via Pony Express, singing candygram, airplane banners, blimp? Nothing. So how did you notify us?

Did you put a message on the actual Versus channel stating that Versus was coming back? Regardless of your method, with as much of a stink as I raised, I would have thought someone would have made an effort to personally contact me. DirecTV should have had a prepared list of irked hockey fans on speed dial, ready to go when this was all resolved.

Sincerely,

Jerry
------------------------------------
From: directvcustomercare@directv.com
Date: Fri, 16 Apr 2010 05:52:23 -0700

Subject
--------------------------------------------------------------
RE: Versus [Reference #: 090902-010086] [Reference #:090904-002483][Reference #: 090904-005280] [Reference #: 090904-007407] [Reference #: 090905-000898] [Reference #: 100414-004367]
Discussion Thread
---------------------------------------------------------------
Response (Patricia M. - 100191056) - 04/16/2010 05:52 AM

Dear Jerry,

Thanks for writing back. I'm sorry to hear that you found my response offensive. I did not mean to cause any harm. Allow me to assist you with your concern.

I completely understand the way you feel because you were unable to receive any notice about the return of Versus in our programming line up. I understand your frustration over this matter and we certainly did not intend for you to feel that you're not valued as a DIRECTV customer. We certainly know that you have a choice when it comes to programming providers, and we must work hard to earn your business; thus customer service is always be our number 1 priority.

As mentioned in our previous email, We did our best to notify everyone. We communicated the good news to all our customers and posted the information online (http://support.directv.com/app/answers/detail/a_id/1832/session/L3NpZC9TTVI0bHlaag==). I'm sorry that you missed this announcement. However, this does not mean that we do not value your business; we certainly do.

For your reference, DIRECTV and Comcast have reached an agreement to return Versus and Versus HD to the DIRECTV lineup. Versus is available on channel 603 and is included in the same programming packages it was in at the end of August 2009.

Again, my sincere apologies for the inconvenience and frustration that this situation over Versus has caused you. We would also like to thank you for you patience, understanding and continued patronage for the services that we provide.

Thanks again for writing. We're happy to have you as a loyal DIRECTV customer and we look forward to providing you service for years to come.

Sincerely,

Patricia M.
Employee ID 100191056
DIRECTV Customer Service

P.S. Have a question? Anytime, any topic, instant answers - support.directv.com The Answer Center provides you helpful information, 24/7, all at your fingertips.
---------------------------
To: directvcustomercare@directv.com
Subject: RE: Versus [Reference #: 090902-010086] [Reference #:090904-002483][Reference #: 090904-005280] [Reference #: 090904-007407] [Reference #: 090905-000898] [Reference #: 100414-004367] [Reference #: 100415-003647]
Date: Sun, 18 Apr 2010 15:43:55 -0400

Dear Patricia,

I apologize for lashing out. Thanks for following up. I'm not used to getting the same DirecTV customer service rep twice in a row.

I understand and that DirecTV feels that they notified their entire consumer base. However, I disagree. We're all busy people with careers, families, kids' afterschool activities, medical crap, family issues, bills to pay, etc. Amidst all of that last fall, we were all made aware that Comcast and DirecTV were haggling over Versus, and that we, as DirecTV customers, no longer had access to that channel. There were ads on the radio, notifications on television. It was EVERYWHERE.

In late March, when this was resolved, I saw no notification. I was too busy figuring out which friends had Comcast, and how to weasel my way onto their couch. Amidst all of the commotion, DirecTV puts a two sentence blurb on their "Answer Center" section in the DirecTV website that reads, "Versus on DIRECTV: DIRECTV and Comcast have reached an agreement to return Versus and Versus HD to the DIRECTV lineup. Versus is available on channel 603 and is included in the same programming packages it was in at the end of August 2009."

That was the notification that we all received? After all the hype about how "Comcast is trying to rip you off by overcharging you for Versus"? If we assumed that Versus was gone from our DirecTV lineup forever, how would we know to look on your "Answer Center" secton on March 25th?

DirecTV should have done more. A footer note on the monthly statement. A message on the box. Something in the mail. Radio ads on local sports talk radio station in the various markets. Something as simple as an email to those of us who complained. These would all be better methods than a tiny update on an answer section of your web page, about a question that was already "answered" last fall.

I'm assuming there was a meeting to determine the best way to notify us. I'm assuming some whiz kid or committee decided that the blurb on the website was the best method, for whatever "manage from the inside of a vacuum" reason. The person or people who made that call should be fired.

Sincerely,

Jerry

From http://thehermanletters.blogspot.com

Post #12 - DirecTV Over a Barrel with Comcast

Dear DirecTV,

I’ve been a loyal customer since 2002. We almost had a divorce last summer when your box blacked out my local Tiger games for most of the season. I kept having to call and re-explain my problem, and the tech person, different each time, had to take me through the same set of instructions, regardless of whether I told them “we’ve already done this, this doesn’t solve it.” But that’s in the past.

Here’s my problem. Playoff hockey. Unfortunately, most of it, especially during the week, is on Versus. Comcast owns Versus. Comcast blows, and we can all agree on that. They have you over a barrel, and I understand that. I have two thoughts.

1) Does DirecTV own any channels that are contracted to Comcast? In other words, does DirecTV have a barrel of their own? If not, you should buy a “barrel”—some staple channel to leverage Comcast to come to the party.

2) If that doesn’t work, I’d like to trade the following channels for versus:

ABC Family – tired of Blossom

BYU TV – I really don’t care

The Church Channel, Gospel Network, The Word, EWTN (the one with the codger Nun)

CSPAN/CSPAN2 - Yawwwn!

Fine Living – Is Robin Leach still alive?

Fuse – MTV’s disappointing nephew.

Galavision/HITN/ONCE America – I’ll miss the talk shows. Adios muchachas!

GemsTV/Jewelry TV/HSN/QCVC –tired of Mrs. Brady pushing Snuggies on us.

GSN – I wanna play games on my TV remote all night.

Lifetime (it will be tough)

MSNBC – just give it back during natural disaster season. “Thanks for the update, Meredith. Now come out of all that rain and wind!”

MTV/MTV2 - since they don’t really show videos, and the newer music stinks

NASA - Since space travel is all fake.

Oxygen Network – Can I get more reality in my life?

SyFy Channel – New spelling, still ain’t buying it. Still catering to thirty-year-olds who surface from mom’s basement, only to heat up their Chef Boyardee.

Tennis Channel — Anna Kournikova retired. What’s the point?

TLC – I don’t need some dude wearing a purple Bill Cosby sweatshirt and hair that looks like he slept on one side, telling other people how to dress.

TV Guide Channel – a channel about what’s on TV. On TV.

VH1/VH1 Classic – sad when a Sade video qualifies as a programming highlight.

I guess what I’m saying is, I want cafeteria-style programming. The channels above are the tepid tapioca. The room-temp, half-a-peach in heavy syrup.

Can we do something like this to offset the additional cost of Versus? There are plenty like me who want their hockey.

Sincerely,

Jerry Herman

PS—I’m addressing this with Comcast as well.
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This is Mary Ann R.’s, from DirecTV Customer Service, sent 9/3/09

Dear Herman,

Thanks for writing. I understand your concern about your programming.

Our agreement with Versus expired on August 31, 2009. DIRECTV made every effort to keep Versus a part of its programming line-up, but due to unsuccessful contract negotiations with Comcast, the owner of Versus, the channel has been removed.

We understand how important Versus is to you and we are sorry that we have had to remove it from our lineup. Comcast regularly tries to charge us amounts well in excess of what is fair and reasonable to carry the programming they own. Their reason is obvious: they want to stifle competition from DIRECTV. Comcast's unfair terms undermines DIRECTV's ability to offer our customers the best possible value. If we simply accept these terms, we would have to absorb the unreasonable costs Comcast wants to charge us, and in turn we will be forced to increase the rates our customers pay. We do not want this to happen.

While we are unable to comment on upcoming programming decisions, we are always reviewing our programming options to make sure we bring you the best possible TV experience. We value your opinions about our programming, so I have forwarded your request to DIRECTV management, who review every suggestion, inquiry and complaint for trends from our most important customers to determine what channels should be considered. In addition, whenever we add channels to our lineup, we release a statement to the press, so keep an eye on the news to find out about the newest channels or visit our web site at directv.com/pr. We're glad you're one of our loyal customers. It's feedback like yours that helps us remain America's #1 Satellite provider.

For more information, please visit directv.com/versus.

On another note, I see that you have been a loyal DIRECTV customer for many years. As a way of thanking you for choosing DIRECTV I've added complementary STARZ to your service. STARZ will remain active on your account until 12/02/09. We hope you enjoy your gift.

I hope you find this information helpful. Thanks again for writing and stay tuned to directv.com for the latest news and information about our services.

Sincerely,

Marie R.
Employee ID - 100180390
DIRECTV Customer Service

P. S. Football season is almost here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.
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This is my response to Marie Ann R. , sent 9/4/2009:

Dear Marie Ann,

I can appreciate your predicament, and sympathize. We (you and I) are in lockstep in our hatred of Comcast.

But what about my hockey?

You may see a big dip in membership around April when the playoffs start. Like I said--two solutions:

1) Cafeteria-style programming where I pay for only the channels I want, plus Versus, and you keep the Old Nun Network.

2) Strong-arm Comcast in the same manner, on a channel or channels that DirecTV owns.

If you don't own any great channels, let's get busy! I recommend a 24 hour monkey cam channel. I love watching monkeys fight and chase each other around at the zoo.

Sincerely,

Jerry
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This is Pat L.’s response, sent (same day) 9/4/2009

Dear Jerry,

Thanks for writing us back. I understand your concern about your DIRECTV programming.

In the meantime, you’ll still be able to watch plenty of similar sports programming on other channels we carry.

College football - available on Big Ten Network, CBS College Sports, ESPN, ESPNU, ESPN GamePlan, The Mtn., local channels and your RSN.

NHL - available on NHL Network, NHL Center Ice, and your RSN.

Mixed Martial Arts - available on HDNet, Spike TV, and UFC on DIRECTV Pay-Per-View.

Auto Racing - IRL on ABC, Formula 1 on Fox and Speed.

Bull riding - available on ESPN2 and the Houston Rodeo on DIRECTV Pay-Per-View.

Hunting and fishing - available on ESPN2, The Sportsman Channel, The Outdoor Channel, and Pursuit TV.

I wanted to assure you that I've forwarded your email to DIRECTV's Management Team, who review every suggestion, inquiry and complaint for trends from our most important customers to determine what changes should be considered.

Thanks again for writing.

Sincerely,

Pat L.
Employee # 100166676
DIRECTV Customer Service

P. S. Football season is almost here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.


To: directvcustomercare@directv.com
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This is my response to Pat L., sent (also same day) 9/4/2009

Pat,

I appreciate all of that. I appreciate the free Starz too.

But what about my hockey?

Watching bull riding just isn't the same. Center Ice is $39.99 a month, and only carries select playoff games. I'm particularly interested in the Detroit Red Wings' quest for the cup. Come April, I'm going to need to make some serious decisions.

Thank you,

Jerry
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This is Fiona M.’s response, also sent 9/4/2009

Dear Jerry,

Thanks for writing back.

As soon as we have determined the schedule for any of our sports subscriptions, we post it at directv.com.

Based on your zip code, you have been assigned a local RSN. You are authorized to view the pro and college games shown on that channel. Due to contractual broadcast rights between the networks and the leagues, those who live outside of your area are not authorized to view the same games. As I check your zip code, I found out that DETROIT RED WINGS is part of your in-market team. With a CHOICE subscription and a permanent phone line, you may be to watch their games at your local RSN, FSN Detroit.

You can also find out when any specific program or sporting event is on DIRECTV by using the online TV Listings. You can access the online listings at directv.com/guide or by clicking on the "TV Explorer" tab at the top of the page and then selecting "The Guide (All Channels)".

Sincerely,

Fiona M.
Employee ID 100206372
DIRECTV Customer Service

P. S. Football season is almost here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.

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This is my response to Fiona, also sent 9/4/2009.

Hi Fiona,

Yes. I'm aware that I can watch my Red Wings on channel 663, FSND. I do indeed have the plus package and a permanent phone line, so we're all set. During the regular season. I wasn't, however, aware that I could look the whole programming schedule up on the guide. That must be new.

Here is the heart of the matter: During the playoffs, the games, most of them anyway, are on Versus. THIS is the issue. Playoffs. What fun is it to watch a team fight and grind to get to the playoffs, only to have to go to a friend's house or a bar every night and watch on DishNet or Comcast? My point about the Center Ice package is, even if I pay $39.99 a month, my playoff games may or may not be available, depending on the decisions rendered by the Center Ice Bean Counters.

This is a really big deal for a lot of hockey fans. Especially in Detroit, known as Hockeytown. As we approach the playoffs, I may need to switch providers. And as for the bullriding option, you get that nun from the Old Nun Network on a bull, than I'll say all is good.

Separate topic--does DirecTV have something like Center Ice for NFL? Something where I can watch most of the games every single week?

Sincerely,

Jerry
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This is James M’s response, sent 9/5/2009


Dear Jerry,

Thanks for writing us back.

I have forwarded your comments on to DIRECTV Management for review with regard to the NFL SUNDAY TICKET.

On another note, The NHL Network is included as part of the NHL CENTER ICE package during the NHL season. To see the NHL Network in the NHL off-season you'll need to subscribe to a package that includes that channel.

Currently the NHL Network is available on channel 215 as part of our CHOICE XTRA, PLUS DVR, PLUS HD DVR and PREMIER packages. To learn more about these packages, or to change your programming to a package that includes the NHL Network, visit our web site at directv.com/packages.

Thanks again for writing.

Sincerely,

James M. - 100338692
DIRECTV Customer Service

P. S. Football season is almost here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv
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My response to James M, sent 9/5/2009. By the way—this is EXACTLY how it works if you call their customer support more than once to explain a problem. Zero communication from one rep to the other, and you end up re-explaining the same thing over and over.

Hi James,

I feel like Bill Murray's character in Ground Hog Day.

Yes. Center Ice Package. I get it. That helps DURING the season, when I have access to the Red Wing games on Fox Sports Detroit.

The issue, as I've laid out with your coworkers, Marie Ann, Pat L., and Fiona, is playoff hockey. Most of the playoff games are, unfortunately, on Versus. I don't like them being on there any more than you. So while I appreciate your suggestion, it doesn't really help fix the issue. The only thing that does is a quick resolution to the Comcast/DirecTV standoff. This feels like the Big Ten Network circus all over again!

Sincerely,

Jerry
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This one is still active. I'll update with any new developments.

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