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Pay channels' customers cry foul

DUBAI - Most TV viewers in the UAE subscribe to pay channels because they want to view the world in a wider perspective. But though the pay channels glorify the quality and addition of services they are offering, many of them fail to satisfy the majority of their viewers.

Khaleej Times took up the complaints of several customers with two of the UAE's biggest and popular pay channels - E-Vision and Showtime. Several of the customers of these pay channels, who have also lodged complaints with the Emirates Consumer Protection Society (ECPS), say that most pay TVs, while luring customers to subscribe, offer several attractive packages and promotions that are never implemented.

Among the services offered is the money-saving TOSS (Temporarily Out of Service System) facility. Under the facility, the transmission signal to the subscriber will be switched off temporarily when he/she is on leave or does not require it, and no money will be charged during the TOSS period. But allegedly, the service providers never respond even though they are reminded verbally or in written form.

In reply to the complaint, an official from E-Vision, who wishes to remain anonymous, refuted the allegation. According to him, E-Vision is the only service provider to provide the TOSS service.

"We try to comply with all customers' complaints, and in this case we just need a reminder mentioning the smart card and customer number that can be sent to us by fax," he said. The official further said that the TOSS period is available to customers for a period of 60 days, only once a year. He said that E-Vision had never received such complaints and whatever complaint came up, was taken care of immediately.

Jolly Stevens, a Showtime subscriber, alleged that even though she had been promised that when she would proceed for leave, she would not be charged for it. "But when I returned, I found out that Showtime had deducted money from my account because they have my credit card number," she said, adding that despite several reminders, no one attended to her complaints.

Customer Service Manager at Showtime, Andrew Bone, referring to the complaint said that the customers maybe facing this problem because of the different billing cycle. "We try to compensate the customer after the end of the billing cycle, so in this way, the customer is always satisfied," said Mr Bone, adding that it was neccessary that customers notify Showtime in advance so that they can be put on a sleeper status.

He further said that because of the huge number of subscribers, sometimes there can be lapses on the part of the channel that can be rectified upon notification.

When Khaleej Times cross-checked with Citibank, an official informed that basically it is the relationship of trust between a customer and the pay TV.

"If customer ends his/her contract with the channel, then no payments should be deducted by the channel from the customer," he said. "Several customers just have to notify us in this regard so that we can block the customer's previous credit card and issue him a new one," he added.

Another disgruntled Showtime customer, I.D., alleged that for the past two months he had been trying to rectify problems - through written reminders - with the channel, but was not getting the desired response.

"I subscribed to the channel and was promised 70 channels, but I got only 20. So when I informed the channel to reinstate the remaining channels or to remove me from the list of subscribers, they demanded Dh500," he said.

"It was not mentioned in the contract I signed with the channel that I would be charged money for unsubscribing. So I registered a complaint with ECPS, who are now handling my case," said a frustated I.D, who is among several other subscribers facing the same complaint.

Mr Bone refused to comment on the demand for money as disconnection charges saying that the charges were unfounded and unbased and were meant to harm the reputation of the channel. He also clarified that Showtime has never, in any of its packages, offered 70 channels. "We have a package of Total Plus, which offers a total of 49 channels," he said.

• UAE