Rogers Sportsnet One recently launched as a "national" channel and moved a number of Toronto Blue Jays baseball and Ottawa Senators hockey games to the new channel. The only problem? Currently, the channel is ONLY available on (funnily enough) Rogers Cable. Which is NOT available in Nova Scotia. Which means this is NOT a national channel and I have now lost access to previously watchable Jays and Sens games. I am not impressed. So I started writing:
To Bell TV in their online contact form:
It told me: "Thank you for visiting bell.ca. We have received your request and a customer service representative will respond within the next 2 business days." Then I got an automated email, 36 hours later, saying "AUTOMATED RESPONSE - PLEASE DO NOT REPLY TO THIS EMAIL. Dear Valued Customer, Thank you for visiting the Bell Canada web site, and for your Bell TV inquiry. Please be assured that we have received your request and we strive to respond to all e-mail inquiries within 24-48 business hours. We will respond to your e-mail in priority sequence. (...) Thank you for e-mailing Bell TV. - Electronic Customer Care Centre"
50-some hours after I submitted by letter, I did get a response (not that it really says much): "We thank you for your time to inquire about Bell TV programming, and we are pleased to assist you. We certainly get your point and we truly appreciate your time to check the latest update about the availability of Sportsnet One in Bell TV. Unfortunately, at this time we cannot announce if we will carry the Sportsnet One channel. Rogers Media has exclusive rights to these Blue Jays games so they are not available on channels beyond what Rogers Media provides them on. Please bear with us for the meantime and rest assured that we will do everything in our power to provide the content and value our customers desire. You will be delighted to know that we will continue to make the remaining 21 games available for Sports 1 or 2 theme pack (Rogers Sportsnet) subscribers. When it comes to choosing which sports packages we should offer, Bell TV makes the final decision based on numerous factors including anticipated appeal, cost, bandwidth and whether or not the product compliments current programming. At this time, there are no firm plans to bring Sportsnet One to Bell TV. We assure you that your feedback is noted and has been forwarded to the Marketing Department for further review and consideration. We thank you for your patience and understanding. Thank you for choosing Bell TV as your satellite provider, Ms. Hopper. Have a great day."
I am pleased to report that I am in fact delighted that I will continue to receive the programming I'm paying for! Yay!
Sent to Rogers via customer.service@rci.rogers.com:
"To Whom It May Concern: I am writing to you regarding Rogers' new channel, Sportsnet One. According to your website, Sportsnet One will be a "national sports digital channel." However, I understand that the only way you can currently subscribe to Sportsnet One is if you are a Rogers Cable subscriber. Since Rogers Cable is not available in Nova Scotia (or Alberta, BC, Manitoba, Quebec, PEI or the Territories according to your website) this is FAR from being a national channel. Therefore, I am now unable to watch any of the Toronto Blue Jays games which have now been moved to this exclusive channel, nor will I be able to watch the Ottawa Senators games which have likewise been moved. As a fan of both these teams, even though I already pay for both the regular and high definition feeds of not one but four other Rogers channels, I would have been willing but annoyed to shell out yet more money for another Rogers station - but now I can't even do that. I am sure you are getting many comments in this vein and therefore your customer service reps are likely very busy, but a response and explanation would be greatly appreciated."
To date (60 hours after submitting my letter) I have received no response.
On the Ottawa Senators contact form, under the category Broadcasting, I wrote:
"To Whom It May Concern: I am writing regarding the new Rogers Sportsnet One channel, which I understand will be carrying a number of Ottawa Senators games this season. This channel is apparently currently only available to Rogers cable subscribers - which I am not, nor do I have the option to be as it is not available in Nova Scotia. Therefore I am upset that I will be unable to watch a number of Senators games this season. As a dedicated fan in Nova Scotia it is already hard enough to be a fan - games are not always available in HD even though I pay for the channel and are sometimes blacked out - so this new development only makes it worse. Any explanation you could provide would be appreciated."
It said: "Thank you for your feedback. Your question or feedback was successfully sent to the appropriate department."
UPDATE: If you want attention paid to you, go to Facebook! Today I posted on the Ottawa Senators fan page: "Love my Sens but their customer service sucks... submitted a question on their contact us for a week ago and no reply, not even an automated one... BOO."
A mere two hours later, they replied: "Hi Jennifer, What was your issue? Our "contact us" form doesn't always direct the questions to the right people so too often things get lost in the shuffle. It's something we are looking into fixing going into next season."
I posted in reply that " I submitted a question under the "broadcasting" category regarding coverage of the Sens on Sportsnet One, which I can't access..."
They wrote: "I know some people in that department so I'll talk to them tomorrow and will post my findings here. Did you have anything specific questions in mind?"
So I said: " Just wondering what the Senators have to say about a number of their games being broadcast on Sportsnet One which is only available to Rogers subscribers (seems to only be available in ON and NB) - I live in NS and have no option to subscribe to this channel as Rogers does not offer cable here so therefore will not be able to watch those games." Kj Baker added, "How many games is Rogers sportsnet one holding?"
The Sens replied: "Up to 15 games on Sportsnet One but that's on top of the 40 games that will be shown on Sportsnet East. At the moment this doesn't help out of market fans like Jennifer but it sounds like the wheels are in motion to fix that. Rob Brodie wrote a pretty good article a few weeks ago about the impact of Sportsnet One if you are interested, here's the link..."
I added, "I contacted Bell and they basically told me "no comment" as to whether they would be offering Sportsnet One. Thanks for looking into this for me!" and got a friendly "No problem...hopefully everything works out for you" in reply. Thanks to the anonymous Ottawa Senators facebooker that actually replied to me!
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