A True dead end

I was slightly amused to read that True-Visions was to expand its premium subscriber base to compensate for the loss of mass subscribers, allegedly caused by the economic slowdown. Perhaps the loss of subscribers can, in part, be attributed to the level of service it fails to provide to its subscribers.

In my case, I have been a UBC/True subscriber since 1999 and a Platinum member since 2010. On March 30 this year I emailed the manager of customer services at True-Visions to highlight a number of technical and administrative issues I was having with my service.

I have raised concerns with True in visits to its office, by email, and on the phone. I told them of my concerns.

Among them, as a Platinum subscriber, I told them that I could not receive Australia Plus or Al Jazeera while my friend, as a Gold member, receives both.

As an aside, I can say the on-screen synopsis for CNBC’s Meet the Press still promotes Tim Russert as the host despite the fact he passed away in June, 2008!

On March 31, I received an acknowledgement of my email from True and was advised that ‘’We will pass your email on for acknowledgement and further process”.

After four weeks of inaction, I again emailed True and requested a progress report on my original email, as I had yet to hear anything more.

A reply was forthcoming the following day, apologising for the delay and stating that it had already been “passed on for acknowledgement and further action and a swift response...”

Two months on, still nothing from True, although another prompt from me generated the following response (in part): ”We apologise for the inconvenience caused” and “we have already passed your message on”.

Perhaps this is just another case of “TIT”, but in this instance, “This Is True”?

W M LAWRENCE