Monday, June 8, 2009

Time warner removes another 15 channels due to SDV

And I decide to chat with customer service land.
Here's the chat, verbatim:
user Lee has entered room
We are experiencing higher than usual service times.
Please wait and an analyst will be with you shortly.
analyst Sandra Mystica has entered room
Sandra Mystica(Mon Jun 8 17:21:08 EDT 2009)>Thank you for choosing Time Warner Cable Online Chat Support. My name is Sandra. Please give me a moment, while I access your account information.
Lee(Mon Jun 8 17:20:06 EDT 2009)>Hello Sandra.
Sandra Mystica(Mon Jun 8 17:21:23 EDT 2009)>Hello.
Lee(Mon Jun 8 17:20:41 EDT 2009)>I recently received a letter from Time Warner indicating they are switching about 15 channels to SDV.
Lee(Mon Jun 8 17:20:56 EDT 2009)>This renders my current cable card even more useless than it once was.
Lee(Mon Jun 8 17:21:18 EDT 2009)>Since I do not have a CC equipped TIVO but rather a CC equipped television.
Lee(Mon Jun 8 17:21:29 EDT 2009)>So I have questions about the new HD Tuning adapator
Lee(Mon Jun 8 17:22:04 EDT 2009)>So here are my questions:
Sandra Mystica(Mon Jun 8 17:23:19 EDT 2009)>Sure, go ahead!
Lee(Mon Jun 8 17:22:43 EDT 2009)>1) Does the HD Adaptor replace my cable card or does it interface my television in some other way (IE does it have it's own remote, or can I use my TV to tune channels)?
Sandra Mystica(Mon Jun 8 17:24:59 EDT 2009)>I will be happy to assist you.
Lee(Mon Jun 8 17:23:53 EDT 2009)>2) Can you direct me to any technical information about this device that is on the web?
Sandra Mystica(Mon Jun 8 17:25:50 EDT 2009)>Yes, It would replace the cable card.
Lee(Mon Jun 8 17:26:10 EDT 2009)>Ok, so it does not require an HTMI or a component video in?
Lee(Mon Jun 8 17:26:25 EDT 2009)>And I can use the tuner that is built into my TV to tune channels, just like the cable card.
Lee(Mon Jun 8 17:26:37 EDT 2009)>Sorry, HDMI (no HTMI)
Sandra Mystica(Mon Jun 8 17:28:23 EDT 2009)>Thats okay.
Sandra Mystica(Mon Jun 8 17:28:36 EDT 2009)>It depends on the type of the adaptor.
Lee(Mon Jun 8 17:27:49 EDT 2009)>I am talking about the "other cablecard-equipped devices" adaptor.
Lee(Mon Jun 8 17:28:04 EDT 2009)>It is called a "basic HD Converter"
Sandra Mystica(Mon Jun 8 17:29:55 EDT 2009)>Yes, it would be having HDMI port.
Lee(Mon Jun 8 17:29:36 EDT 2009)>I don't have any HDMI ports available on my television - I use them for other things. So I cannot use my television to change channels with the basic HD Converter.
Lee(Mon Jun 8 17:30:10 EDT 2009)>AND it requires me to use one of the 2 ports for HDMI input correct?
Sandra Mystica(Mon Jun 8 17:31:41 EDT 2009)>Yes.
Lee(Mon Jun 8 17:30:37 EDT 2009)>Sigh.
Lee(Mon Jun 8 17:30:53 EDT 2009)>AND I'll need to use a separate remote from my TV to tune it.
Lee(Mon Jun 8 17:31:11 EDT 2009)>And you view this as an acceptable replacement for the cable card which requires none of these things?
Sandra Mystica(Mon Jun 8 17:32:33 EDT 2009)>No.
Lee(Mon Jun 8 17:31:50 EDT 2009)>Um - no what? No it's not acceptable, or no I'm incorrect?
Sandra Mystica(Mon Jun 8 17:33:13 EDT 2009)>You can visit the nearest payment center and we would be happy to assist you.
Lee(Mon Jun 8 17:32:28 EDT 2009)>I seriously doubt a payment center will have this technical information.
Sandra Mystica(Mon Jun 8 17:33:40 EDT 2009)>I meant to say might not be!
Lee(Mon Jun 8 17:32:45 EDT 2009)>Don't you have any technical information on the device online?
Lee(Mon Jun 8 17:32:55 EDT 2009)>Don't you think that might be a good idea?
Sandra Mystica(Mon Jun 8 17:34:21 EDT 2009)>We do have it at the payment centers.
Sandra Mystica(Mon Jun 8 17:34:25 EDT 2009)>Please use following link to locate our payment center near you
Sandra Mystica(Mon Jun 8 17:34:27 EDT 2009)>Please give me a moment.
Lee(Mon Jun 8 17:33:23 EDT 2009)>Can you give me a model number for the device, so that I can examine it?
Lee(Mon Jun 8 17:33:45 EDT 2009)>This entire SDV conversion is infuriating.
Lee(Mon Jun 8 17:34:16 EDT 2009)>I spent $2000 for an advanced television set that would take a Cable Card, and now you won't support it.
Lee(Mon Jun 8 17:34:30 EDT 2009)>By the way - this chat will be published on my blog on the internet.
Sandra Mystica(Mon Jun 8 17:36:05 EDT 2009)>I understand your concern.
Lee(Mon Jun 8 17:35:44 EDT 2009)>Why don't you give those of us with a cable card a discount for all the stations we cannot watch.
Sandra Mystica(Mon Jun 8 17:38:28 EDT 2009)>I am sorry, we don't have the information.
Lee(Mon Jun 8 17:37:28 EDT 2009)>Since I can't see 20% of the channels a 20% discount seems appropriate.
Lee(Mon Jun 8 17:37:43 EDT 2009)>Then who does?
Lee(Mon Jun 8 17:37:57 EDT 2009)>Perhaps Britt Hume could help me out.
Sandra Mystica(Mon Jun 8 17:39:51 EDT 2009)>I will guide you to the right support. Please contact our sales department at 1-800-756-7956 (Toll free) or 585-756-5000 to obtain the most current offers that suit your need. The available timings are 8AM-11PM on all days.
Lee(Mon Jun 8 17:39:43 EDT 2009)>ok, I get it - you've gone into "This is not on my script mode, so try to pawn the end user off on someone else, rather than solve their problems for them" Thanks for the "great" customer service - hope they send me a survey after this is done.
(They did, and they recevied an "all dissatisfied" response.)

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