Getting past the 'gotchas' in TV service

Is anyone satisfied with cable or satellite TV?

Paulette Goodno of Eden Prairie is unhappy with Comcast requiring her to add a receiver on each TV or lose channels. She's considering a switch to satellite.

Chad Whisnant of Minneapolis switched from DirecTV to Dish Network satellite, but became disgruntled, along with other Dish subscribers, when several Fox channels went black during a contract dispute (since resolved and channels restored).

Joyce Johnson of Shoreview was a DirecTV subscriber who was never satisfied with the reception despite many service calls. She finally switched to Comcast.

Most of us probably aren't planning to switch TV providers. But for those looking for a clearer picture, cheaper bill or better customer service, the options are out there. After hearing from many readers wanting to dump Comcast, Dish Network or DirecTV, there is no clear best choice. I compiled cautionary tales and advice so that anyone can make an informed decision when considering a switch.

Gotcha No. 1: Satellite companies have unbreakable two-year contracts Problem: Think that the satellite company will waive the early-termination fee if you're trying to break a contract because of financial hardship? Unless you're a super-negotiator, you're stuck. Cheryl Ratzlaff of Elko had her house foreclosed. When she canceled her Dish contract, the satellite company charged her $230, including taxes and fees, for early termination. When she balked, Dish threatened to take her to collections if she didn't pay. Dish and DirecTV have a two-year contract with an early termination fee that starts at about $400 and declines on a pro-rata basis each month.

Solution: First, know that it's a real, binding, enforceable contract. Consider buying the satellite equipment upfront without a contract instead of leasing it for free, or nearly free, with a contract. Or consider cable, which rarely has contracts.

Solution: Good news on both counts. Dish customers, even those under contract, can cancel within 30 days of activation and get their money back, spokeswoman Francie Bauer said. Comcast customers have the same guarantee on all of its services, so customers can test a premium channel for up to 30 days and get a refund if it doesn't satisfy, spokesman Dave Nyberg said. DirecTV customers have 24 hours to cancel, spokeswoman Vanessa Dunham said.

Gotcha No. 3 Low-budget, bare-bones viewers have no options Problem: The regular prices for monthly packages are too high for your budget -- and you don't want all of those channels anyway.

Solution: You'd never know it by talking to a salesperson for cable or satellite, but most offer a budget option. Dish used to offer a "local channels only" package for about $10 a month. It's been replaced by a "welcome pack" package for $15 a month for about 20 channels. A Latino version also is available for $15.

Comcast offers Basic 1 service for $10 to $15 a month for Channels 2 to 23. Add a free set-top box, and get seven more channels. Viewers who want the local channels in HD must pay $7 more a month for an HD receiver.

DirecTV offers to "right size" its customers with programming appropriate to their budgets but did not provide a price or name of a plan.

Solution: Always ask at signup what the regular monthly charge will be. If it's too much, consider other options. Dish and DirecTV have no incentive to extend a special rate after 12 months when the contracts are for two years; satellite subscribers have more negotiating power after the contract ends.

Gotcha No. 5 Providers take advantage of shy Minnesotans. Problem: Everyone seems to negotiate a better deal except me. How do I do it?

Solution: A reader from Prior Lake advises doing your homework, getting comparable rates from the competition and being polite but forceful. If you are not making any progress, ask to speak with a supervisor or someone who can make adjustments. But don't be afraid to change service providers to get a better rate.

Several satellite customers said that only after they disconnected did someone from the original company call, begging them to come back. It's important that you try to go beyond the customer service rep to an account retention person.

If you want to switch, ask if the new provider is willing to credit any fees you'll incur to switch. Comcast, for example, used to offer up to $300 to offset an early termination fee from a satellite company. Now the perks are offered on a case-by-case basis.