You've been clear that you basically want SD to stop everything else and text you daily updates on whatever is being done. They've told you all they know but you want more. Again, honestly if this is so terrible and SD is such a terrible company, why are you still a customer ?
I like SD. I love my HD Homerun. I want Premium TV to succeed, so I am concerned when I see what's going on around here.
They don't need to stop doing anything or text me daily updates. But it shouldn't take them 3 weeks and counting to post a clear status update about a major widespread billing error. There's no NDA that could possibly explain that, or other issues they've gone silent on, like new customer pricing, stage 2 progress, etc.
I don't think it is malice -- I don't know what it is. The billing error is such an obvious, visible, widespread issue, and it's been long enough, that their reaction can't really be explained by being understaffed anymore. If they don't have the staff to actually fix it yet, that's not good -- but at least they should have staff to post a big, clear status update explanation (and they still have staff posting here and processing refunds manually, apparently). If communication has broken down between support reps here and supervisors/decision makers somewhere else, that's even worse, and it's something they really need to address.
I don't mean for this to come off as "random guy on the internet telling a business how to do its job" but you have to admit, we're in weird territory here. Something that set SD apart from their streaming competitors in the early going was their communication, their responsiveness, all centered around this very forum. But the past few months, that communication has basically shut down, well beyond what could possibly be explained by a hypothetical NDA about the return of the missing channels. Tons of posts piling up, about a variety of issues, very obviously requiring some level of official response, even just a "we're working on it" or "let me check on that and get back to you" -- yet nothing. A stark contrast to a just few months ago.
I hope this is just a bump in the road and they get back on track soon, but this has gone on long enough that I can't in good conscience recommend Premium TV right now -- and that sucks. I *want* to recommend Premium TV. I want to respond to every skeptic here and elsewhere and point to SD's authoritative responses and signs of progress to address their concerns. But I don't know what the price is for new customers anymore. I'm not even sure what current customers should expect to get charged next month if they don't contact support. I'm not sure there's a realistic path to better video quality anymore, or the missing channels coming back, or the additional channels they once teased, or anything. If we were talking about a piece of standalone hardware, I wouldn't be so concerned -- people could afford to wait and see. But a monthly subscription service is a very different animal. Consumers rightfully expect timely service and information. I want SD to get back to that, so I can get back to recommending them.
I hope that is clear. I'll bow out of this thread now.