 WarningU2Premium
join:2002-10-27
Burlington, ON | Customer Service Inepitude My frustration.
I called a couple of days ago to cancel HD Premium which includes HDNET (or did) and Discovery Channel HD. HDNET was replaced by OASIS and I didn't really care for it.
Despite my explicit instructions that it was only the HD Premium Pack and these two channels I wanted removed, it appears HD Channels was removed too. Arrrgggh! Complete and utter inepitude.
While on the topic ... HD Channels (other than the basic) requires a fee of $6 a month. That is what was removed in error. But if you go to the latest pdf file that describes all the channels
»www.cogeco.ca/web/resources/pdf/···en_o.pdf
I cannot find any mention of an additional $6 charge ... can anyone? I thought it used to list it. Its become a hidden charge I presume. To any cogeco rep that reads this ... do you get a lot of confusion and calls about the HD Channel fee? You must. |
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MarcerPremium,VIP
join:2007-07-08
Hamilton, ON
kudos:10 | said by WarningU2:Despite my explicit instructions that it was only the HD Premium Pack and these two channels I wanted removed, it appears HD Channels was removed too. Arrrgggh! Complete and utter inepitude. That should not happen, I hope they were quickly re-added with minimum inconvenience on your part.
said by WarningU2:I cannot find any mention of an additional $6 charge ... can anyone? I thought it used to list it. Its become a hidden charge I presume. To any cogeco rep that reads this ... do you get a lot of confusion and calls about the HD Channel fee? You must.
If you look at Page 5, you'll notice the top row of Pricing is for HD and the bottom row of pricing is for SD. All but one of the HD packages are exactly $6 more than the SD Packages. So... one total price is being shown, instead of an "*" with fine print stating there is a "additional fee".
(HD Digital Basic does not have the $6 increase as the HD versions of those channels are included in the no-charge "HD Basic" channel group) |
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WarningU2Premium
join:2002-10-27
Burlington, ON | The HD channels were added back after two phone calls and a reset of our PVR. All is right with the world again. In the end 3 phone calls to accomplish one customer request.
Not sure I follow you Marcer ... I see a HD Channels line on my Cogeco invoice each month that is for the amount of $6. I still think the Cogeco pricing structure is misleading and taking advantage of customers by not clearly stating there is an additional charge. I have filed complaints with the CRTC and the better business bureau without any result so I'm presuming that Cogeco is given a free pass. Don't get me wrong... I actually (strange as it may seem) are on the whole pleased with Cogeco's service but it's pricing and communication with it's customers is confusing. |
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Beware, they have all these hidden change fees , 15 bucks to exchange equipment even if you are on a free trial. They never mention this to you until you request to change, a deterrent to anyone who is paying for service(s) they don't use. |
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