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.

 -----------------------------------------------
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 #27 - My Angry Note to NBC about JoeVision - 6/9/2009

In the past, during Stanley Cup Playoffs, the games have been televised at Joe Louis Arena. Fans could come enjoy the fan experience, eating the concessions and buying Red Wing wearables. NBC said "No" this year.

By the way, it didn't end the way it was supposed to.....


Dear NBC,

Let’s cut through all of the crap. Your decision to disallow “JoeVision” at Joe Louis Arena for tonight’s Game 6 at Joe Louis Arena is based solely on Nielson Ratings. You clearly don’t care about the fan experience, the additional revenue that this would create for Mr. Illitch, and for the City. For you, it’s the bottom line—10,000 fans watching one television doesn’t translate to rating points, even though it’s a captive audience to your coverage and sponsors.

I find this ridiculous.

First, almost anyone willing to pack into an arena is now going to go to a bar showing the game. The remaining Would-Be-Joe-Vision crowd is either a) partial to the less Pittsburgh-biased CBC coverage, or b) boycotting NBC for disallowing JoeVision. In the end, you’ve done nothing to help your own cause, and you’ve turned a captive audience of 10,000 away from your sponsors. Nice job!

And while we’re talking about your sponsors, are the Penguins one of them? I’ve never seen more unabashed love given to a team or the supposed poster child, as I’ve seen toward the Penguins or Pierre McGuire. It’s a little disgusting. I understand trying to build up the series and to “push” the stars, but even your own commentators were ribbing Pierre over his Crosby fetish. Cut it out! Give Sid some personal space!

I for one, will be happy to watch the NBC coverage. Because at some point, between the time the puck drops tonight, and the time Lidstrom hoists that Cup, someone from NBC is going to have to give Detroit some credit. It may be hidden between the “This Pittsburgh team is young—they’ll be up and coming” comments. It’ll be fun watching Pierre choke back that lump in his throat.


Sincerely,


Jerry

cc: Mr. Illitch

From http://thehermanletters.blogspot.com

Post # 24 : Mr. Ilitch: Show Sparky Some Love! 9/27/2009

I have a lot of Ilitch love. I also have a lot of Sparky love. I was a little bummed when he wore the Reds Cap at his Hall of Fame induction. I think that decision puts a lot of pressure on the inductee. Nevertheless, I think Sparky deserves the same honor as the other Tiger Hall of Famers. I sent this to Mr. Ilitch today using the email address on their Ilitch Holdings site.

I'm not expecting a reply, but I'll repost if I get one.  I sent this on 9/27/2009.  Ten years to the day after the last game at Tiger Stadium.

-------------------------------

Dear Mr. Ilitch,

I think the “Detroit Tigers Support Our Automakers” sign out in center field is one of the grandest gestures by an owner to his fans. Thank you for restoring pride to our city by rescuing two major sports franchises and restoring the most beautiful venue I have ever visited. When I am in the Fox Theatre, one of my favorite things to do after Sesame Street Live is to look up at the beautiful ceiling and count all the “lost” $10 Elmo balloons (the most I ever counted was 16). But I digress.

When I walk through that beautiful ballpark, I see the beautiful statues of Tiger heroes—Horton, Cobb, Greenburg, Gehringer, Newhouser, Kaline, and Harwell. I think we are missing one statue.

Sparky Anderson came to this franchise at a time when we both needed each other. He was reeling from being fired by the Reds. We were at a low point—Fidrych was basically done, and the Parrishes and Trammells and Whitakers were still in the pipeline. Sparky lead us to a World Championship in 1984, and ALCS in 1987.

Sparky could have left for greener pastures like Parrish, Gibson, and Morris. He could have left when it was clear we were headed for some bad years, but he stayed. From my perspective, the only things he was ever guilty of were 1) being Captain Hook and 2) Over-Platooning.

Even after he left, Sparky kept his CATCH charity operating, and he comes back every year to host the golf outing.

I have heard, in the past, that there may have been behind-the-scenes issues, possibly related to his refusal to coach the scab players in 1995. That was almost 15 years ago, and no one is getting any younger.

I attended a game in 2000, where you had a pre-game honoring of Sparky. I thought it was nice, but wondered, why no statue or retired number? Before it is too late, I would like to see a Sparky statue, and have a nice “Sparky Day” to dedicate it. I would like to see #11 retired, like all of the other Tiger Hall of Famers. Maybe you could tie his charity work in with all of it. I’m sure the Detroit fans would appreciate this. Such a gesture would underscore the already exemplary amount of class that anything with the Ilitch name already exudes.

Sincerely,

Jerry
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October 23, 2009

Dear Jerry

On behalf of Mr. Michael Ilitch and the Detroit Tigers organization, we appreciate that you have taken the time to contact us to express your kind words, and interest in Tigers history. We wanted to acknowledge your suggestion regarding former Tigers' manager Sparky Anderson.

Sparky certainly had a remarkable 17-year career with the Tigers, which included a glorious 1984 World Series Championship.

Over the years the Tigers have celebrated the great players and personnel who have worn the old English "D" and Sparky has certainly been part of those celebrations.

Please know each year the ballclub identifies and discusses significant milestones, records, and achievements in order to honor Tigers player (s), and team personnel. We do not have plans to retire a uniform number at this time, but we will certainly take your endorsement into consideration for Sparky Anderson during our next organizational review.

Thank you for your comments and support of the Tigers.

Sincerely,


Ron Colangelo
Vice President, Communications

Detroit Tigers

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Dear Ron,

Thank you for the response. You've highlighted many of the reasons why Sparky stands apart from his managerial predecessors and successors. In addition, he established himself as a Hall-of-Famer, wearing the Olde English D. And let's not forget his charitable works.

If there are other, "behind the scenes" reasons, that's a different story. I just feel like nobody is getting any younger--not Sparky, or Mr. Ilitch. I would hate for something to happen to one of them, and have this issue not handled. When Sparky is no longer with us, there will be plenty of focus on the Detroit Tigers, and "how could they have not retired the number and hoisted the statue while he was alive."

Sincerely,

Jerry

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Post #16 - Comcast Hosing DirecTV Customers

My letter, sent 9/2/2009:

Dear Comcast,

I had your service for several years. I found your frequent price increases to be an annoyance. I switched to DirecTV. It hasn’t been perfect, but I’m happy.

I enjoy Versus, especially during NHL Playoffs. You own this channel. DirecTV is upset because you keep raising your prices. Go figure.

Can you kindly get over it? Can you help the struggling sport of Hockey by allowing all people to have it beamed into their homes? In the end, it’s the people who suffer. People like me.

What’s it going to take to get the two of you talking again? And don’t think I didn’t also talk to DirecTV.

Think of it this way: you have millions of potential customers out there who, when they think of Comcast, will think of those people who "took away my hockey". I wouldn't want that.


Sincerely,

Jerry
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Date: Wed, 2 Sep 2009 23:01:26 -0400
Subject: Thank You! Your Message Has Been Received (KMM39752516V46861L0KM)
From: ecare_michigan@cable.comcast.com

We have received your e mail and thank you for using Comcast's online email support. One of our Comcast customer support representatives will get back to you. In the meantime, you may find our FAQs helpful to

resolve your inquiry so we invite you to visit http://help.comcast.net.   Or, for more immediate attention to your situation, try "Ask Comcast", a real time chat service, available by visiting http://www.comcast.net and
clicking on the AskComcast link at the top of the page. We look forward to working with you.

Sincerely,

Your Comcast Support Team
-------------------------------------
No further response. I waited a week and sent this on 9/11/2009.

Dear Comcast,

You people suck. I wrote you a note a week ago about my concerns with the Versus standoff with DirecTV. Your website promises a 24 hour turnaround. It’s been a week. No one responded.

I wrote a similar note to DirecTV, and we had about eight exchanges between Friday and Sunday. We basically agreed that you’re a bunch of irrational a-holes, each of us from first hand experience.

As an outsider who has already been burned as a customer, and as a second hand customer, you really don’t make me miss you. If you were an ex-girlfriend, instead of putting on a tight T-shirt and nice pair of jeans with a pouty lip, you pierced your eyeball, got a Popeye tattoo, garlic breath, and worst of all, a rotten attitude.

I’m really disappointed with your lack of customer focus. You should be ashamed. If you were my dog, I’d send you to your cage. But you’re my ex-dog; you’re pooping on everyone’s lawn. Knock it off already!

Take no pride in your actions—sticking it first to DirecTV, and then to me. Take a lap of shame around the Comcast compound. That is, if you can with all those ugly piercings, and that brand new ink.

Sincerely,

Jerry
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Date: Thu, 10 Sep 2009 23:55:10 -0400
Subject: Thank You! Your Message Has Been Received (KMM39902976V41308L0KM)
From: ecare_michigan@cable.comcast.com

We have received your e mail and thank you for using Comcast's online
email support. One of our Comcast customer support representatives will
get back to you. In the meantime, you may find our FAQs helpful to
resolve your inquiry so we invite you to visit http://help.comcast.net.
Or, for more immediate attention to your situation, try "Ask Comcast", a
real time chat service, available by visiting http://www.comcast.net and
clicking on the AskComcast link at the top of the page. We look forward
to working with you.

Sincerely,
Your Comcast Support Team

---------------------------

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Post#6 - Target Winter Coat Fiasco

Post# 159 - Subway and the $5 Footlong Scamola

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