2010-03-02|Disappearance of Sex TV from Vidéotron

President & CEO of Vidéotron

President & CEO of Corus Entertainment

Commissioner of Competition

Secretary General of CRTC

• I have been a subscriber of Vidéotron's illico digital television service since 2003. Yesterday, I was shocked to find that one of my favourite digital channels "Sex TV" has disappeared. Channel 109 is now "W Movies".

• I immediately contacted Vidéotron's Customer Services Department. I was told that I should have received a letter to the affected clients explaining the fact that channel 109 was bought by Corus Entertainment <http://www.corusent.com/>, and that they changed the name of the channel and the type of programming. I have received no such letter in the mail whatsoever.

• Actually, I did receive a different letter from Vidéotron, dated 2010-02-10, in which Myrianne Collin (Vice President of Marketing, Consumer Sector) states the following.

  Vidéotron strives to ensure your total satisfaction and is still as determined as ever to provide you with the best customer experience through superior products and quality service.

• This is followed by the announcement of a fee increase of $1 CAD/month for Basic Digital Service, plus an additional fee increase of $1 CAD/month for the 15-channel Custom Package as of 2010-03-15.

• I understand the cost pressure to justify such increase, but I cannot accept the unilateral degradation of service, which is a completely opposite of "the best customer experience through superior products and quality service" that Ms. Collin audaciously insists.

• The Customer Service Representative told me that I would be free to select an alternative channel to replace "Sex TV". However, the only equivalent "Playboy Channel" is a premium channel which cannot be selected via my Custom Package despite repeated fee increases over the years.

• So, I am extremely dissatisfied with Vidéotron's "superior products and quality service", and with Corus Entertainment's unilateral action without notification. The Customer Service Representative said that if enough people show their interest in the channel, it could make them change their mind since there is no equivalent channel.

• Another Customer Service Representative called me to explain that the letter was not sent to me because I had channel 109 within the 15 channels in my Custom Package. I suggested to him that a low-cost E-mail message be sent to notify such changes in future. I also proposed to him that premium channels be made accessible to the customers of the Custom Packages in a 1-for-the-price-of-2 arrangement.

• Thank you very much for your attention.

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"Sunatori, Go Simon" <GS.Sunatori@HyperInfo.CA>

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• 2024-04-11T01:50:50.000Z