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DirecTV charges family $400 for equipment destroyed in Colorado fire

14 points by jalanco 13y ago

driverdan 13y ago
Why is this on HN? I don't understand the problem. Why wouldn't they charge for the lost equipment? That's why you have insurance.
- Turing_Machine 13y ago
  "Why wouldn't they charge for the lost equipment?" Because they care more about happy customers and good PR than a measly $400? Seriously, the PR hit they're going to take for this far exceeds the value of the equipment.
notahacker 13y ago
It doesn't seem like a particularly smart thing to do, since for the sake of $400 they've ensured at least one customer will never use their $10-$50 / month service again...
- mikeash 13y ago
  On the other hand, it's a dumb thing to get upset about. Their equipment got destroyed while you were responsible for it, that means you're on the hook for it. If you had insurance, it'll cover it. If you didn't, then you're deeply screwed far beyond the cost of some TV equipment. Neither side comes off looking at all good here, although DirecTV is definitely in the right, even if not necessarily smart.
  - Turing_Machine 13y ago
    Being technically/legally in the right and doing the right thing for a customer (particularly one that's suffered a tragedy) aren't always the same thing, not morally (which I doubt DirectTV cares about) and not from the standpoint of customer relations.
    - mikeash 13y ago
      I agree as far as customer relations, even if it just pissed off this one person it hardly seems worth it. But I think they're both legally and morally in the right here, not that it really matters much.
      - Turing_Machine 13y ago
        From the update it looks like they already have a policy of forgiving equipment loss in a case of this type. Someone gave the customer bad information.
- Turing_Machine 13y ago
  Oh, I think it's going to be more than one customer.
DanBC 13y ago
Why doesn't DirecTV insure the equipment against fire? Thus covering the cost of people who've genuinely had a tragic fire, and still able to go after people who should pay? From the headline I thought it was going to be an automated system still sending letters. > Commenting on a complaint from a Mr.Arthur Purdey about a large gas bill, a spokesman for North West gas said "We agree it was rather high for the time of year. It's possible Mr.Purdey has been charged for the gas used up during the explosion that blew his house to pieces." (Bangkok Post)

14 points by jalanco 13y ago

Why is this on HN? I don't understand the problem. Why wouldn't they charge for the lost equipment? That's why you have insurance.

Turing_Machine 13y ago
"Why wouldn't they charge for the lost equipment?" Because they care more about happy customers and good PR than a measly $400? Seriously, the PR hit they're going to take for this far exceeds the value of the equipment.

notahacker 13y ago

It doesn't seem like a particularly smart thing to do, since for the sake of $400 they've ensured at least one customer will never use their $10-$50 / month service again...

mikeash 13y ago
On the other hand, it's a dumb thing to get upset about. Their equipment got destroyed while you were responsible for it, that means you're on the hook for it. If you had insurance, it'll cover it. If you didn't, then you're deeply screwed far beyond the cost of some TV equipment. Neither side comes off looking at all good here, although DirecTV is definitely in the right, even if not necessarily smart.
- Turing_Machine 13y ago
  Being technically/legally in the right and doing the right thing for a customer (particularly one that's suffered a tragedy) aren't always the same thing, not morally (which I doubt DirectTV cares about) and not from the standpoint of customer relations.
  - mikeash 13y ago
    I agree as far as customer relations, even if it just pissed off this one person it hardly seems worth it. But I think they're both legally and morally in the right here, not that it really matters much.
    - Turing_Machine 13y ago
      From the update it looks like they already have a policy of forgiving equipment loss in a case of this type. Someone gave the customer bad information.
Turing_Machine 13y ago
Oh, I think it's going to be more than one customer.

DanBC 13y ago

Why doesn't DirecTV insure the equipment against fire? Thus covering the cost of people who've genuinely had a tragic fire, and still able to go after people who should pay? From the headline I thought it was going to be an automated system still sending letters. > Commenting on a complaint from a Mr.Arthur Purdey about a large gas bill, a spokesman for North West gas said "We agree it was rather high for the time of year. It's possible Mr.Purdey has been charged for the gas used up during the explosion that blew his house to pieces." (Bangkok Post)