Huh?

I just don't understand some companies!

Last night we noticed a message on our Eastlink HD PVR. It was informing us that 2 HD channels are available right now for a free preview. We checked them out and they worked and looked great.

Sounds good right? Two HD channels for free for a month, hard to complain. But wait....

Since we moved to York in May we have been reassured that HD should be available in our area.  However, after several failed attempts to sign up for the service (each attempt requiring a long conversation that usually involved tech support and supervisors being contacted, as the nice sales person couldn't understand why it wasn't available), we had resigned ourselves to the fact that HD wasn't available in our area and we would need to look at alternatives to Eastlink. Until last night...

Suddenly we were watching the Super Chanel in HD. As if by some miracle it just worked...we suddenly had 2 HD channels working in our home. Of course this motivated me to contact Eastlink and request the HD package we have been missing so badly.

So here is how it went:

ME: Hi I would like to sign up for the HD channels please.
EL: Sure, can I get your name and address?
ME: Sure (name and address given)
EL: OK let me just make sure it is available in your area.
ME: Great, thanks.
(Several minutes on hold)
EL: Oh I am sorry sir but HD is not available in your area yet.
ME: Hmmm, that is what we have been told in the past as well, but last night we received a message about 2 free HD channels being available. It was on our HD PVR and when we checked to see if they were working, we were pleased to see that they were.
EL: That's strange, so you were able to view the Super Channel?
ME: Yes, and we would like to have the HD package we used to have before we moved to York if you could just add that to our account.
EL: But I am afraid that HD isn't available in your area sir.
ME: But I was watching HD on the free HD channels last night. So is there some reason that these packages aren't available?
EL: I am not sure sir. I can check for you with my supervisor.
ME: OK but before you do, are these two free channels HD channels?
EL: Yes they are sir.
ME: OK, and I am receiving them right now perfectly. So would you agree that there is HD available in my area technically?
EL: Well, yes. Do you mind holding while I check with my supervisor.
ME: Sure.
(another long hold)
EL: I am sorry sir, but I checked with my supervisor and she checked into this issue, and I can assure you that HD is not available in your area at this time. We don't have the lines in place to carry HD channels to your area.
ME: Hmm, but before you put me on hold we had just agreed that I am currently able to watch HD in my home for free on 2 channels for the next month. Therefore HD must be available. I would just like to add other channels that I pay for to these 2 free channels and I will be a happy customer.
EL: Yes, I understand, but HD isn't available in your area at this time and we aren't sure when it will be.
ME: Is it possible for you to just add the HD package to my account and I will start paying for them and watching them even though they aren't available like the 2 free HD channels that aren't available that I am currently enjoying?
EL: No, I'm afraid not, because HD is not available in your area, we can't add HD channels to your account.
ME: But you did, you added two free HD channels that work perfectly.
EL: Yes that is strange, I am not sure why they are working.
ME: OK, so is there anyway to find out when the other channels can be added.
EL: No I am sorry but we don't have any information on what areas will be getting upgrading to HD at what time.
ME: So there is no way for you add HD channels to my line, but I am getting 2 HD channels that you added for free, is that correct?
EL: Yes it seems to be.
ME: OK well I think I may need to switch to satellite, thank you for your help.
EL: Thank you sir, would you like to speak to technical support about this?
ME: No thanks, I am pretty sure it won't help.