Hockeytech Canada ULC Reviews (%countItem)
Hockeytech Canada ULC Rating
Address: 300 - 180 Columbia St W, Waterloo, Ontario, Canada, N2L 3L3
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HockeyTech is the company that oversees Hockey TV. Hockey TV indicates that videos may be downloaded if you are a 'partner' (From the FAQ - Each of our partners has access to a wide array of tools on the HockeyTV platform ranging from our proprietary online editing suite to the ability to download full game files). However, the website never defines a 'partner'. It turns out that you must receive permission (administrator permission) from your hockey club to download a video. This is not clearly explained or intuitive. Essentially, you send them $29.99 and then find out you cannot download a video without external permission. In reality, HockeyTV is simply a modem to live stream hockey games or watch past games on demand. You are not able to download games without external approval. This is faulty and incomplete advertising at best.
Additionally, HockeyTech refuses to deal with any Hockey TV issues. Unfortunately, Hockey TV does not have a phone number - they only have an online chat platform. You cannot discuss the issue on the phone but must go through a chat procedure. Additionally, the chat operators are fairly incompetent and have no authority to make refund decisions. So, you have a parent company (HockeyTech) and a subsidiary company (HockeyTV) neither of which is able or willing to make decisions.
Product_Or_Service: 1 month pass
I would like the $29.99 refunded and the HockeyTV website (***) to clearly explain that videos cannot be downloaded without administrative permission from an outside organization.
After looking into this case further. We have found that we have been in communication with *** regarding this situation, and have tried to explain to him that unfortunately with our refund policies cannot offer a refund as all sales are final, which is stated when they register for a subscription. When a user signs up for an account it is clearly noted that "One Month and One-year subscriptions all auto renew unless canceled". We have spoken to *** about this on numerous occasions and there is nothing further we can do.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from HockeyTeech is completely inadequate as they did not address the high points in the complaint.
First, their advertising indicates that videos may be downloaded if you are a 'partner' (From the FAQ - Each of our partners has access to a wide array of tools on the HockeyTV platform ranging from our proprietary online editing suite to the ability to download full game files). However, the website never defines a 'partner'.
Second, Hockey TV has serious communication issues as they do not have a phone number. This is extremely inconvenient for the customer.
Third, you have a parent company (HockeyTech) and a subsidiary company (HockeyTV) neither of which is able or willing to make decisions.
The company failed to address the 3 main points in the complaint.
1. Customer complaint: "First, their advertising indicates that videos may be downloaded if you are a 'partner' (From the FAQ - Each of our partners has access to a wide array of tools on the HockeyTV platform ranging from our proprietary online editing suite to the ability to download full game files). However, the website never defines a 'partner'."
Our response: This is referring to HockeyTV's 'Broadcast Partners'. We apologize for the misunderstanding here. We will look into clarifying this definition on the website in order to avoid confusion on this subject.
2. Customer complaint: "Second, Hockey TV has serious communication issues as they do not have a phone number. This is extremely inconvenient for the customer."
Our response: The HockeyTV website states that if a customer has an issue, they can resolve that issue by submitting a support ticket online. Phone support is not mentioned, nor listed anywhere on the website. We understand how this can be inconvenient and frustrating for customers, but support tickets submitted online are typically responded to within minutes, as stated on the HockeyTV FAQ page (see below).
Evidence: What about customer support. Who can I contact if there is an issue? HockeyTV has a fully staffed Broadcast Operations Center during any live event. Customers who experience issues can submit a Support Request (often called a ticket). Our average response time is less than three minutes and will come via email. When we are not broadcasting live, all tickets are responded to in less than one business day. (***)
3. Customer complaint: "Third, you have a parent company (HockeyTech) and a subsidiary company (HockeyTV) neither of which is able or willing to make decisions."
Our response: There is no further decision to be made. Our decision has been reiterated multiple times. The customer is asking for a refund. However, before any customer subscribes to a monthly or annual HockeyTV account, the HockeyTV refund policy is clearly visible on the website and states that all sales are final and that there are no refunds.
Evidence: REFUND POLICY - ALL SALES ARE FINAL. There are no refunds, transfers, or exchanges. HockeyTV will not refund purchases to your debit or credit card. There are no exceptions. HockeyTV offers no warranty, neither express nor implied, on the availability, quality, or deliverability of content. (***)