Archived from groups: alt.video.ptv.tivo (
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>----"Has ANYONE got anything in writing from DirecTv in response to a
>question? A response to how a particular service will cost (including
>all the taxes and bits they forgot to advertise)?
>(They seem to REALLY hate that question,so I never subscribed since I
>never got an answer).
>A response to a request for instructions on how to use a hacked access
>card? (even if it's a disconnect notice or a nasty letter from a lawyer
>about stealing service).A statement that HBO isn't free,not even for
>senior citizens? A DMCA takedown notice? A subpoena?"----
>
>
>Reply:
>By your phraseology,and construction you sound like an attorney to me
>yourself.....but I am only guessing.
No, I'm not a lawyer.
> Do you expect that the average layman CSR is going to have knowledge of
>legal issues? Or even a Technical Services Representative for that
>matter?
I expect a customer service representative to be able to answer
questions about an advertised service package like "how much does
it cost?" and "what does it include?". This includes things like
"your 'free' receivers each need a $Y access card and there's a $X
charge per month receiver fee each", "if you get more than one
receiver you need a multiswitch, which is free but costs $Z to
install", and "You can't get HBO unless you also subscribe to package
M, N, or P, and there's three different prices for HBO depending
on which of M, N, or P you choose". I expect them to be able to
tell me what's going to show up on my bill, like a local "franchise
fee", sales tax *FROM SOME OTHER AREA* (happened on a cable bill),
or other odd stuff they never mentioned.
Is it really that unreasonable to ask "If I order this package of
services (especially one they advertise without throwing in a bunch
of changes), how much will my first bill be? And how much monthly
after that?" They can even say "plus sales tax" and make me calculate
it.
And it's probably unreasonable to expect them to put it in writing
because that doesn't allow them to rewrite history.
>They are only LAYMEN when it comes to some of the clearly LEGAL
>issues you bring up in your diatribe.
Most of that was mentioned because they are obviously so paper-phobic
that they are afraid to use a toilet, and I'm trying to figure out
how I could provoke a response in writing.
> When the average consumer calls,the issues of policy concerning the
>Digital Millennium Copyright Act is not going to be in the minds or even
>available on either side.
> And why would you expect senior citizens to get free programming? Some
I don't: but do you think they could put that IN WRITING? How
about a policy that they don't accept bomb threats as payment? Yes,
that's silly, but it shouldn't bother the lawyers too much that
they actually put such a policy in writing as it's so obvious anyway.
>of those people are richer than the under 55 crowd and can afford their
>own HBO.I get tired of hearing that they should be some kind of
>privileged class.
> To most of your questions,the source to most of them would be to
>contact the LEGAL DEPARTMENT of DirecTV corporate would not you think?
I would really hope it's not necessary to do that in order to figure
out how to order service. If it is, I don't expect them to stay
in business much longer.
> As to using a hacked access card,asking that kind of question would be
>a little absurd would not it? "Oh,yes sir,that particular card was
>previously used for theft of service,but we can go ahead and authorize
>it for you anyway!"
>GET REAL!
They might respond to a question about a hacked access card with a
notice in writing that your service is now terminated, and don't
come back. Or they could just say NO. Or they could try to sell
me legitimate service, quoting, you know, an actual price.
> And as to advertising qualifications,the ADVERTISING department is who
>you should contact there at DirecTV.CSR's are there just to sell
>programming and tech service reps are to solve TECHNICAL
>problems,nothing else.
Selling programming includes explaining to prospective customers
the terms of the deal. That includes prices and what you have to
order to be allowed to buy something you want.
> Lay people who probably only make a small salary on the phone are not
>the ones to ask.
Since they seem to be the ones taking orders for service, they should
be able to explain what the service IS, or pass the matter to someone
who can.
Gordon L. Burditt
/www.soundclick.com/rockermann
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