FSN, FS-Wi, and emails with DirecTV

[joepepsi]

Maybe no one cares but I thought I'd post some email correspondence I've had with DirecTV this week. I live along the Mississippi and have been a DirecTV subscriber since 2003. Until this Spring I always received both Brewer and Twins games. Strangely enough the Twins' road games were often blacked out, but the home games were always available to me. This year they are all blacked out. I've called DirecTV before about blackout issues, but the phone people don't really know anything and only read you the MLB blackout rules. I thought this week I'd send them an email:

 

"Customer (Entered by Jenelyn QU. - 100166663) - 04/27/2009 01:03 PM

Hello, I have been a DirecTV subscriber since 2003. Every baseball season I have received both Milwaukee Brewers and Minnesota Twins games on FSN and FSN-Wi. This year the Twins games are suddenly blacked out, even though they air on my regional sports network. I want to keep getting the Brewers, but I wonder why you have suddenly chosen to black out the Twins' games. Please don't blame it on MLB's blackout policy--nothing has changed with that this year. Instead this appears to be a decision made by DirecTV regardless of what I want. Understand, please, I still want to get the Brewer games on ch. 669, but would also like to start receiving the Twins games on 668, and I always did in the past. After all, 668 is the RSN you give me. It is only blacked out during Twins games.

Please correct this problem. Thank you."

 

"Response (David G ID U5962) - 04/28/2009 05:50 AM

Dear Mr. xxxxx,

 

Thanks for writing. I realize how frustrating this must be for you and certainly understand your concern about the Twins games.

 

Due to contractual agreements between Major League Baseball and FSN North, unfortunately, the Twins games are no longer available in your zip code. Regional sports networks (RSNs) shift their coverage areas to avoid overlap when new RSNs launch, or for other reasons, including zip code updates from various sources such as sports leagues. We update our zip code database to reflect changes the RSNs have made. Customers in these zip codes may lose or gain one or more RSNs, or may start receiving a different RSN. We try to notify customers who are affected by changes to their RSN(s) when we can, but not all customers receive notification.

 

Thanks again for writing.

Sincerely,

Dave G.

U5962

DIRECTV Customer Service"

 

"Customer (Entered by Alexander C. - 100162796) - 04/28/2009 08:46 AM

Thank you for your response. But it begs the question why I don't receive FSN-Wisconsin (ch. 669) all the time, instead of still receiving FSN (668) all the time except during Twins games.

 

04/28/2009 10:47 AM I'm sorry to hear that your inquiry regarding the availability of the Minnesota Twins games remains unresolved. To better assist you, I have re-forwarded your email for special handling. A specialist will respond as soon as an agent is available (likely within 24 hours). For immediate assistance, please call us at 1-800-531-5000.

We appreciate your further patience and understanding. Thanks again for writing.

Sincerely,

Alex C.

 

Response (Megan G ID U6801) - 04/28/2009 08:23 PM

Dear Mr. xxxxx,

Thank you for writing back. I do apologize for any issues you have experienced with your games. Please understand that FSN Wisconsin, channel 669, is designated for overflow games as it is a alternate channel. If any available overflow games are available, you will be able to view them on this channel. Please keep in mind that DIRECTV is only a rebroadcasting company and we can only broadcast what we are authorized to. I hope you find this information helpful.

Thanks again for writing.

Sincerely,Megan G.

[raven2479]

Hey Joe, I kind of have the same issue as the second response you sent to DirecTV but with Dish. We still get the FS Minnesota feed for everything but baseball and basketball games. Those are blacked out and we get Brewers and Bucks on alternate channels. I don't mind cause I still get to watch the games, but I want to see In Their Own Words and other Brewers programming that is only on FSW. I don't care about Kent Herbeck outdoors or any of the other FSMinnesota feed shows. Sure seeing the Wild was nice in the past, but that's just a side note, and nothing that I'd miss.

 

I've had communications with Dish about this as well and I too cannot get a straight answer.

 

Look at it this way, at least you get MLB Network, I still don't have that. http://forum.brewerfan.net/images/smilies/frown.gif

[MickeyDavis]

It's screwy how that all works. I'm not sure what "overflow" channels means. In the Milwaukee area 669 is FSN-WI all the time. Unlike many of the other FSN channels around the country they don't broadcast 24/7, they only broadcast games.

 

A few years ago we shared a channel with the Twins, when it was called FSN-North. At that time there was a "main" channel and an overflow channel when both Twins and Brewers were on at the same time. I guess they are still doing that for your area.

[steve267268]

Keep trying. If you push enough DirecTV will bend.

 

Those emails they sent you back remind me a lot of what I have to do at work.. I work part time for a Hilton hotel, front desk. This is basically how we are taught to "handle" situations in which a guest is not happy...

 

1. Apologize

2. Empathize

3. Offer a solution if possible

4. If not possible, if customer seems content with "no" response, let it be.

5. If not content, offer alternative solution, or a bribe basically.

 

See, you are stuck on step 4 right now. If you keep emailing and emailing using previous emails as attachments so that they know you've given this some time (and as a result seem pretty unsatisfied with their service) you WILL come out of this the winner in some way shape or form. I know you probably aren't fishing for give aways and would rather just watch the Brewers, but enough fuss and you could land yourself a discount off of MLB Extra innings if that's the only alternative.

 

Do people in your area with local cable have FSN Wisconsin? Can they watch Brewer games on it if they have it? This would be my sticking point. Make a reference to the fact that your goal is to watch the games, and that you can switch to cable if necessary.

 

Keep fightin' the good fight...

 

Now the rest of us should be working on FSN Wisconsin itself so that we can actually watch the games in HD when they are on..

[CheezWizHed]

I've had the same thing near LaCrosse with Dish (Brewers/Bucks games, but Twins FSN normal). My parents have the same near Superior and strangest of all, my brother has the same in Grand Rapids, MN! I really don't understand how he gets Brewers/Bucks games (and not Twins) in MN.

[TuesdaysWithRillo]

So if I understand correctly, Dish network does not get MLB TV? If so, that affects my decision of what provider to get as I am moving this summer.

[jeffy]

Keep trying. If you push enough DirecTV will bend.

 

Those emails they sent you back remind me a lot of what I have to do at work.. I work part time for a Hilton hotel, front desk. This is basically how we are taught to "handle" situations in which a guest is not happy...

 

1. Apologize

2. Empathize

Oh how I hate the phoney apoligizing and empathizing that one gets from just about every company these days. That and the annoying, excessive, phoney "thank you-s" and constant customer satisfaction surveying..."I was satisfied until you decided to bug me with your stupid survey!"

[CheezWizHed]

I actually dropped Dish back in Feb sometime. MLB TV was just getting started and was NOT on Dish at that time. Not sure about now...

[joepepsi]

Thank for the advice steve. You point about FS-Wi being on cable is a good one. Everytime the Brewers are on WMLW they are still available in my area (La Crosse) on Charter on FSN. So if FSN-WI exists for the cable channels 24/7, then it must exist for DirecTV/Dish to pick up. They are just being lazy. Your customer service experience reminds me of my friend's experience during a recent interview with CenturyTel for a customer service phone job. She took a written test and easily passed. Next, was the head to head interview.

 

Interviewer gave my friend 2 situations: "An angry customer calls and say the customer service person they were talking with hung up on them and now they want to speak with a supervisor. Do you: a) hang up on them too b) tell them a supervisor isn't available but you can help them c) get a supervisor"

(She answered, "C")

 

Next situation: " You are to present a list of offers and specials to each caller. One person calls with a quick question, says they are pressed for time and don't want to hear about any offers. Do you: a) help them quickly and not make any offers b) present the offers before you will agree to help them.

 

(She answered "A")

 

At this point the interviewer stood up and said, "thank you for applying but you don't fit our company profile." Then, verbatim, she said, "you care more for the customer than for company policy. A customer is never allowed to speak with a supervisor and you must always present offers to every caller."

[TooLiveBrew]

Wow. I'd love to say I'm completely surprised, but I'll just have to go with 'disappointed.' I'll try to remember CenturyTel. http://forum.brewerfan.net/images/smilies/frown.gif

[joepepsi]

Ok, steve267268, I took your suggestion and email this reply:

Thank you Megan,

 

It is DirecTV's choice to designate FSN Wisconsin as an alternate channel. For many years cable companies across Wisconsin have been carrying FSN-Wisconsin as their RSN, not the Minnesota FSN channel. Only DirecTV refuses to give Wisconsin viewers their RSN.

 

Also, there are times when Milwaukee Brewers games are broadcast on a local Milwaukee affiliate, WMLW instead of FSN-Wisconsin. Last Tuesday, April 28th is a case in point. Last year when this happened, DirecTV made the game available on another RSNa. It was listed Tuesday as being on ch. 652, but the game was blacked out. When these games occur, FSN-Wisconsin has the rights to carry the game outside of the WMLW viewing area. That means cable subscribers throughout Wisconsin still get to watch the game, but DirecTV customers are blacked out. I watched the game at a neighborhood bar that had Charter Cable. Others watching with me had come from an establishment that couldn't get the game because they had DirecTV. We all sat together wondering we didn't have Charter Cable at our homes instead DirecTV. It seems to be simple for cable systems to figure out, but DirecTV seems not to care much.

 

I realize the blackout restrictions are complicated and outdated for MLB. But clearly this isn't a blackout issue if the local cable companies are not blacking out the games. It speaks more to DirecTV just being too lazy to try and give the customer the programming they are promised. I really enjoy and prefer DirecTV, but it's frustrating after 5-1/2 years as a subscriber to see your company just doesn't really care much about this issue.

[steve267268]

Some companies are more cut-throat than others, but the bottom line is: revenue.

 

I'm surprised that your friend didn't get the job, though. The fact that they wouldn't spend the time to train them says either, A. They don't want to spend the money in terms of hours to train, or B. They want as cold-hearted of a person as possible in that position no matter what.

 

Again, revenue rules all.

[steve267268]

Ok, steve267268, I took your suggestion and email this reply:

Thank you Megan, ...

That's really good. However, at the end I think you were being too nice. Whether that scenario with your friends at the bar happened or not, it was gold. But just as you had 'em by the throat you backed down. They might see that and say you are content to let it slide, and as a result just throw you another garden variety "Sorry but there's nothing we can (want to) do about it. Remember, your unsatisfaction is like a cue to a hypnotized person, which is how they act. You can state your problem and say whatever else you want and they will act like they didn't even hear you, giving you a standard pre-written statement back most times. But you use the words "unsatisfied" or "switching companies" and it's like a program has been triggered in their head to either fix it NOW, or if they really can't, shower you with "gifts" (credits to your account).

 

Like I said before, I can tell you aren't fishing for free programming or anything like that.. but if they can't get you your Brewers programming when you have every right to it, then I think a little compensation is in order. Especially when you consider the fact that you will have to go to the bar (and spend money) for a big handful of games this year.

[raven2479]

I actually dropped Dish back in Feb sometime. MLB TV was just getting started and was NOT on Dish at that time. Not sure about now...

That is still the case. I email weekly to Dish asking for the MLB Network and get the same generic response. I just keep doing it until one of two things happen. I get it, or my contract runs out and I leave Dish.

[pretendastronaut]

MLB Network is partially owned by Direct TV. The odds of it getting on Dish would seem low to me, but I don't know any specifics.

[CWSOmaha]

Yeah I had DirectTV for a long time and switched to Dish about 2 years ago because they offered a few different channels and was a little cheaper. I too have been emailing them every couple of weeks about the MLB Network and get the same garbage response.

I have emailed Dish and Direct about putting FS-WI on fulltime and get the same response from both of them...it's not their call. I know last winter there was a thread about this on this forum. They suggested emailing FS-WI and telling them I wanted it on Dish fulltime. I emailed them and got no response...imagine that huh??!!

I live in eastern Jefferson County and Charter Cable is less than a half mile down the road. I would switch to cable but like the dish for some of the extra college baseball games they have,(hence the CWSOmaha name!) Charter offices said I could get cable and went so far as to set an istallation date. The Charter installers said I would have to pay for them to lay the cable in the ground for a half mile, (nice huh? One says yes the other no). I asked the installer why would I want to pay for that? He agreed. Needless to say I still have Dish and when I want to sign the 2 years contract with Direct I will switch over to them.

[jhart05]

I called FSN-WI. They said it was DirecTV's decision to not offer FSN-WI full time.

 

DirecTV says FSN-WI is not a full time channel. That the only difference between that and FSN-North is Brewer and Bucks games.

 

I tried to point out the difference many times. They do not care.

 

I emailed DirecTV every day for about three or four months.

 

Even with this frustration, I still prefer DirecTV over cable or any other service.

[joepepsi]

I prefer DirecTV too, but I'm continuing this argument for now. It sounds like you've been down the same road jhart05. Here's the latest response from DirecTV. Notice how it just restates what they wrote in emails above.

Dear Mr. xxxx,

 

Thanks for writing. I'm sorry to hear about the frustration you've experienced regarding the recent blackouts. I've reviewed your account and I'll be happy to address your concern. DIRECTV includes regional sports networks (RSNs) for customers all over the country. The RSN available for your zip code (54601) is FSN North, channel 668.

 

You're able to receive these events on this channel and the overflow channels that are made available for other events. However, other RSNs included in your programming package will more than likely be blacked out, as these are considered out of market teams. I am sorry you're being blacked out of these events, but we must honor our agreements with the leagues and other owners of broadcast rights. DIRECTV has to pay close attention to these restrictions.

 

If you'd like to watch the TWINS play, we offer the MLB EXTRA INNINGS. You may find more information about this package online at directv.com/mlb.

 

We appreciate your feedback and I'll be sure to forward it to the appropriate department for future consideration.

 

Thanks again for writing.

Sincerely,

 

Rachel V ID 400806

DIRECTV Customer Service

 

Here is my reply.

Thank you, but if you read the email string below you'll see you are giving me the runaround and arguing in circles.

 

You're telling me the RSN for my zip code is FSN North, ch. 668, but our cable company carries FSN-Wisconsin,(your channel 669), so clearly you could provide me that channel if you wanted. You choose not to do that.

 

It is DirecTV's decision that my 54601 zip code is in the FSN North viewing area, because according to Major League Baseball and one of your email replies below, my zip code is part of the Milwaukee Brewers' market. If we are in the market to receive FSN-North, then we should be in the market to watch Twins games. Since we are in the market to receive Brewers games then we should be in the same market for FSN-Wisconsin. You have to agree this makes sense.

 

I'll go over this again: Every cable market in this region of Wisconsin carries FSN-Wisconsin as their RSN. However, no Wisconsin DirecTV subscribers receive this channel; instead we receive FSN-North. Also every time a Brewer game is available on cable through FSN-Wisconsin, then it should be available to me on DirecTV. As I explained in my last email, in certain circumstances the games are blacked out on DirecTV only. For 6 seasons I was able to watch both Brewers and Twins game. Suddenly Twins games are blacked out, even though MLB blackout rules haven't changed.

 

It's easiest for you to say your hands are tied and hope I'll just go away. But I don't believe it for a minute. These are decisions made by DirecTV, not by FSN, MLB, or any other phantom organization that is "forcing" you to deny programming to your customers. If my local cable company can do this so can you. DirecTV is just being lazy.

 

My basic DirecTV package with DVR is costing $74 a month. The local phone company AND local cable company are offering me phone (local and long distance), internet, and digital television packages for less than that. It's time for me to do my homework and study these options closely. What can you do for me>?

[steve267268]

*Slooowwww Clap*

 

I'm intrigued to find out what they have to say about this.

 

 

(edit: long quote --1992)

[CWSOmaha]

joepepsi- let me know what happens. At some point I will switch back to Direct TV. If I could get FS-WI full time I wouldn't even think of cable(as in the previous post I can't get cable though!). To me it's a bunch of garbage they won't put the channel on full time. Hell, I bet they might even pick a few more customers by doing it.

Whoever started this thread(joepepsi?)..thanks!

[Diskono]

These rules don't make much sense. If I'm reading this correctly, people who live anywhere in Iowa are supposed to get up to 6 games a night, correct? I wonder what Extra Innings subscription rates look like there.

[joepepsi]

Well here's today's response:

 

Response (Allen I. - 100184050) - 05/01/2009 04:25 PM

Dear Mr. xxxxx,

 

Thanks for writing.

 

I would like to inform you that the area of in-market availability for each Regional Sports Network (RSN) is determined by companies like Fox Sports Direct, which provide the RSN to us.

 

The constraints under which our system, C-Band satellite systems and cable systems operate differ slightly, which is why RSN territories sometimes differ from one delivery system to the next.

 

Most people get the same Regional Sports Network from DIRECTV as they would from cable. However, because Fox Sports Direct bases RSN service areas on zip codes for satellite customers and on county boundaries for cable customers, in some areas of the country your home RSN from us might be different from your home RSN on cable. This difference is necessary because of the technical differences in how the satellite and cable signals are distributed.

 

Furthermore, I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 48 hours). For immediate assistance, please call us at 1-800-531-5000.

 

Sincerely,

 

Allen I.

Employee ID 100184050

DIRECTV Customer Service

 

*yawn* [edited for language]

 

(edit: language --1992)

[MickeyDavis]

At least they explained the differences, zip codes vs. counties. It still sucks though.

[pretendastronaut]

That at least seemed to treat you seriously for once and explain the situation.

[TooLiveBrew]

jopepsi an acquaintance of mine went through a similar situation & when he told DirecTV he would leave unless they did something for him, they asked him 'what can we do'?

 

He said they should comp. him the Extra Innings package... and they did.