Email correspondence with DirecTV representatives
CUSTOMER AFTER SPEAKING WITH TWO DIRECTV REPRESENTATIVES ON THE PHONE:
As an existing customer I would like to be treated as good as your new customers. When you offer them a service for free that I'm interested in using...and...using that product would probably persuade me to buy it in the future...and...giving me the "Free" deal even though I'm not a new customer would create more of a brand loyalty and possibly make me a DirectTV customer for life and tell others how great of a product it is...Instead you tell me I have to pay full price or the best you can do is give me $20 off. Once my contract is up I will be dropping DirectTV and I will be telling all my friends & family and Facebook Friends and acquaintances...that once DirectTV signs you up...they stop taking care of you. Take care of your customers...and they will continue to be your customers.
I like DirectTV but this will be a deal breaker.
Thanks for writing. I completely understand your inquiry on the offers available for the NFL SUNDAY TICKET for new customers and for you as well. I appreciate being given the chance to respond to your concern and would be glad to provide you with the information that you need.
The prices that you see in our advertising tools are for customers who would like to get DIRECTV for the first time. We invest deeply to get new customers to try DIRECTV services. Sometimes we must dig deep to give them different pricing to entice them to try DIRECTV. We are confident that we offer the best possible pricing and quality programming so that once people come to DIRECTV they will stay with us for many years after that, but sometimes we must offer competitive pricing to get customers to try our services. I understand that this looks a little unfair especially for you who have been with us for quite some time. As a customer you are entitled to certain benefits other customers would not have available to them.
On the other hand, please be informed that our best programming offers are usually online. By registering at http://directv.com/ and signing up for email alerts, you'll also find out about any special deals as they become available. Just go to http://directv.com/register to sign up. If you still are not satisfied, we need to speak with you to help you get the programming you're looking for at the best possible price. Please call us at 800-531-5000 so we can assist you.
Your feedback about getting the NFL SUNDAY TICKET for free is of great value to DIRECTV and the services we offer. As such, I have forwarded your comments to management for review; please rest assured your voice is being heard and many of the changes we make are a direct result of the comments and suggestions we receive from our customers.
Thanks again for writing, Mr. A. I appreciate the opportunity to personally address your concerns regarding the NFL SUNDAY TICKET.
I understand your point, but as a company you should realize giving deals like NFL Ticket for free to new customers and not giving current customers the same deal if they ask for it is going to alienate your current customers. Would you not accomplish the same goal by allowing current customers to try NFL Ticket for free for a year? Isn't retaining customers as important as getting new customers? I am still not satisfied with answer I received. I will be satisfied and continue being a customer and even purchase NFL Ticket next year if I receive it for free this year. However, if I don't receive NFL Ticket for free this year when my contract hits the 12 month mark and our current rebates expire I will cancel my DirectTV account.
I'll have spent $468.60 total on my monthly bills and the cancellation fee will be ($480 - 20 x 12) $240. Totaling = $708.60
At that point my monthly payment will be come $70.05 x 12 months = $840.60 plus purchasing NFL Ticket next year $334.95 = $1,175.55 you will not be receiving from me. Add in the potential that when my two year contract is up I sign another two year contract and it continues to add up.
Once again, I'm not being unreasonable...your are giving it away for free to new customers...let me try it for free this year and I will continue to subscribe to your service.
Thanks for writing us back. I'm very sorry to hear of your dissatisfaction with the previous response. I totally understand how you feel about the Free NFL SUNDAY TICKET offer to new customers and I know it is pretty upsetting that it is not being extended to existing loyal customers.
I just wanted to let you know that I have forwarded your email for special handling. We respect your time and want to assure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 24 hours.
Thanks again for writing, Mr. A. We appreciate your patience while we work to resolve this issue for you.
Thank you for writing back in to us. I can understand your feelings regarding the NFL promotional offer for the current customers subscribing to our services. We certainly do not wish for you to think about leaving and would like to see what we can do for you. Please know that we do have offers that we are unable to apply through email. Please know that I have noted this situation on your account. please call us back at (800) 531-5000 so we can review our options. Once again, thank you for taking the time to write to us.
CUSTOMER RESPONSE AFTER CALLING AND DEALING WITH 3 REPRESENTATIVES:
I called tonight and had to speak to 3 people. The first two didn't even know about my original complaint or emails and told me I had to pay full-price if I wanted NFL Ticket. The third person said that new customers are getting NFL Ticket for free but are having to pay $250 a month...which if DirectTV's website is correct about the package prices with NFL ticket included...YOUR representative flat-out lied...and if that is the truth your promotion is mis-leading...either way your not living up to your customer promise: Excellence is more than a goal. It's a promise.
I will be canceling my subscription.
Thank you for writing back and allowing us another opportunity to provide you with great customer service. I tried to call you several times today, most recently at around 9:30 A.M. to assist you, I am sorry I was unable to reach you as I would have enjoyed talking with you personally however each time I called I received a busy signal.
As previously stated, while we are unable to offer you the new customer promotion that would allow for the NFL SUNDAY TICKET free, we are able to offer an incredible discount for our most valued and long term customers, however we are unable to offer any promotion via email. If you are interested in further information, please respond to this email, please be sure to include the original email, with a phone number and a good time to reach you, and we will then ask a specialist to contact you in the next 24-48 hours.
FINAL CUSTOMER RESPONSE:
I can be reached at XXX-XXX-XXXX after 6:30pm on weeknights. However, since you are giving away NFL Ticket for free to new customers but not current customers the most I'd be willing to spend is $10/month. So, if your incredible discount is more than $10/month don't bother contacting me. Once again, I was planning on purchasing NFL Ticket this year but then you started promoting the fact that your giving it away for free to new customers. There is no way I'm going to pay even close to your $69.99/month when you are giving it away for free. I also don't appreciate that your last response leads off with you claiming that you have great customer service when my previous emails and phone calls clearly show that I have not been satisfied with your customer service in the least...but I guess if you consider having to explain myself over and over again to multiple representatives as my frustration continues to build and build is excellent customer service...it just adds another reason for me to drop your service.
My wife ordered Direct TV with the NFL Sunday Package and 2 Year contract for my birthday. She set an install date and even noted on the notes that we already had a 4LNB dish on the house. The install day comes and no one shows up in a 4 hour window so I call them. I get a person on the phone and it takes them several minutes to discover what is going on. They then tell me that there is a past due amount from 5 years previous. I tell them that is impossible as all bills were paid and the contract had been honored. She proceeds to tell me that the outstanding balance is $357. What? I asked if I was on candid camera... I then ask for an itemized statement of the charges and she tells me that I was sent a new DVR and I owed over $150 in service charges. I then tell her that we never received the DVR because we were offered a great deal with another company and they were not being competitive at the time for current customers (only new). I tell her there must be some kind of mistake and that since we did n0t receive any new equipment that I would pay the difference of equipment charge and service charge. She says that this is not possible. I get a supervisor on the phone (supposed). I run through the above and also mention that we cancelled or previous service with Dish and that we are having a get together for the first weekend of football and I have no TV. This lady sounded like she couldn't care less and said that I would have to pay the entire $357 to get their service. I then tell her that she is crazy to dispute a 5 year old bill with me because I am willing to nearly split the difference and sign a two year contract with them to give them more monthly revenue at at least $80 plus dollars a month and we already had a dish on the roof. She says that is the best they can do. I tell them that it is definitely their loss and they will not ever be getting my business or anyone I can reach. What kind of company is unwilling to take a persons money after they have already completed on record a full contract of service and at the same time lie about sending equipment and that service charges were not paid when you are even willing to meet them half way to save a relationship. This kind of customer service will be the demise of them as more people discover their unethical ways. Word of advise... Get Dish Network this fall when the new 922 slingshot DVR is released. Dish has always had the best equipment and now the offer Red Zone for 5.99 per month with a $70 plan. Hope this helps someone out there. Thanks, Mark Edmond, OK USA Go Sooners!
SAN FRANCISCO, CALIFORNIA -- They advertise 'Every game, Every Sunday', and cannot deliver anywhere close to that. I understand that games are to be blacked out every now and then, however we are 11 weeks into the season, and they have blacked out every game for the New England Patriots except for 1. I purchased this service to specifically watch the Patriots. Now I'm out $220, and don't even get to watch what I'm paying for. Sounds like a pretty good scam DIRECTV is running over there.
I contacted DIRECTV about this, and they told me that they cannot provide a schedule of blacked out games in advance, because they only know hours before the game airs what they will be showing. To people that are considering purchasing the Sunday NFL Ticket, you are gambling away your money to this provider, because you don't know what you will actually receive for your money.
Don't waste your time, or money.
SANTA FE, NEW MEXICO -- I cancelled my NFL ticket because your advertising is a slam in the face for females you have NO regard for the women out here that love football and after all my years of service with you I am done. I will never order your NFL package again and I'm sure you really don't care.
Your ads are so over the top with men I can't even stand to watch them I think you should get rid of your advertising company because your ads are just awful far from funny. I cannot even stand to watch them if I didn't like football so much your ads would make me want to never watch football AFTER ALL AS YOUR ADS SAY IF YOUR "NOT" A MAN then you might as well go garage sale shopping.....
Does this mean that you don't want "US" women watching your men's football? Sure sounds like it!
As most have seen the advertising, Direct TV is giving away the NFL package this year to new subscribers as incentive to switch. To those who don't know, the current subscription rate is $384 for the season and repeat buyers get an automatic discount down to $324.
Needless to say, this is alienating for long term Direct TV customers to pay such a premium when it is being given away to others. Also of no surprise, they no doubt are having issues over this with angry repeat buyers, such as myself.
If you already are a Direct TV customer, call them and ask what's being done for current subscribers. The appear to have small concessions immediately ready to be offered, but if you push, they are deeper discounts available.
It sounds like it may vary what they'll give based on circumstances, but I am month to month, with over 15 years as a customer, and all with the NFL Sunday ticket bought each season. That combo got me almost half off this year.
I had it on my to do list to call and glad I finally made time just to see where their heads were. I would recommend calling to anyone who wants the package this year that is a current customer, especially a seasoned one with no contracts left. Do it before the season starts or you lose the right to cancel the package with a full refund, which is the alternative they probably want to avoid..
I have DirectTV HD, and I also was blacked out, I called DirectTV and asked why I lost reception of the game, but I already knew the answer, it's because of COX Cable, and some kind of rights infringement. Cox cable for the last few years have been airing the Saints preseason games on COX Sports, being that we have DirectTV, we cannot view the game. Now that being said, the NFL channel is a DirectTV channel, at one time could only be viewed on DirectTV. When the NFL channel started airing the NFL during regular season, COX subscribers could not view the game, and the ratings was low for the NFL broadcast. Therefore there was an outcry by COX customers and the NFL to where DirectTV allowed COX to broadcast the NFL channel so that now COX customers can view all the preseason, and the regular season, and I really & truly feel this was the right thing for for DirectTV to do, because no one should be deprived of any NFL game. Now, because I have DirectTV, I was blacked out because COX has the rights for preseason football, but Cox cable subscribers were able to view the game on COX sports, and the NFL channel, and DirectTV customers was not able to view a channel, that we pay for with our service, that was our channel to begin with. What is wrong here? Now you know what the DirectTV's answer was last night when I called to complain, and I didn't give them any slack, I demanded something free for them punishing me, after being on the phone for at least 45 minutes, while this person I was speaking to kept putting me on hold and coming back, they offered me $5.00 off my bill for 6 months.
What is wrong with these people? As much as I pay per month for this service, all they can do is deduct $5.00 dollars a month! I told the person I wanted 4 free movies for the pain and suffering they imposed on us. That made me so mad I told them to keep the $5.00, and I was getting COX on Monday. Then I hung up.
Can anyone please tell me what has happened to the 2010 NFL Sunday Ticket on DirecTV? I have been purchasing the NFL Sunday Ticket for several years now and have maybe had one or two games blacked out over the years, but this year (2010), I have actually had to resort to cable to watch the games I want to see, and it doesn't seem to matter where these games are being played. I live in Michigan, so I can understand a blackout on a game from my state, but I'm getting blackouts on games that are playing from other states and it doesn't matter if it's 1:00 or 4:00 games. Whatever happened to "Watch any game from anywhere"? I pay $49.99 a month for 6 months to watch the game I want and have yet to see one game I wanted this season on DirecTV NFL Sunday Ticket. Where I live, my neighbors and I can't believe we've had to resort to cable to see games that we are paying a large amount of money to watch through the DirecTV NFL Sunday Ticket and are not able to watch the games due to all these blackouts that aren't making any sense, again, I live in Michigan, why am I not able to watch games that are being played in Chicago, IL, Greenbay, WI, Minnesota, etc? I even though well, maybe its because my home state's team is playing in one of these games, guess what, NOT. I don't know about anyone else, but I am tired of hearing "Blackout restrictions apply" and why now does that statement seem to apply to games that are being played outside of one's local area? I think its time that DirecTV goes to the negoticating table with the NFL and work out a better deal with this blackout issue. I also think that if enough DirecTV subscribers refused to purchase the NFL Sunday Ticket because of all the "blackouts" DirecTV would be forced to face this issue and do something about it, unless the monies lost because that the Sunday Ticket isn't such a hot item anymore just doesn't seem to matter to DirecTV and one would think that the NFL itself would want to improve this problem if for noother reason than the monies they would loose through their advertising on the Sunday Ticket games if less and less customers were purchasing the NFL Sunday Ticket. What's your thought? Are you tired of paying $299.94 a season for games you may not be able to watch and probably are not being able to watch? Let's do something about this! Remember, the squeaky wheel gets the grease!
MACON, GEORGIA -- I just received my bill and never really looked at all the charges until today. I noticed I was getting charged for NFL package that I did not request. I had this problem last year and thought I had this solved. Little did I know, it was happening again and they assured me next year this will not happen again. LOL, my contract is up soon so I will be switching to Dish.
Thanks for all you do Direct TV!
SAN FRANCISCO, CALIFORNIA -- I've been on HOLD for over 20 minutes trying to cancel Showtime and NFL ticket.
I called the 800 number only to be transferred to the Premium Department. I was on hold for 20 minutes. UGH!
Finally....got to a woman who's actually pretty nice.
MONAHANS, TEXAS -- In September of this year, my husband called in to DirecTV to ask about receiving the football channels on HD. He was tired of watching the football games on regular cable channels. The games were not as clear as the ones as the HD channels. One month later , we get our bill with a $300.00 charge for the NFL package.
My husband never requested the NFL package. My husband then calls DirecTV to complain and they tell him it CANNOT be changed once the season has begun. He steadily argues with the representative for 20 minutes. The representative continues to tell him that they know that DirecTV made a mistake but that there was nothing they could do until after the season was over. They then offer my husband some kind of SUPER FAN package(a discounted NFL package) to somehow make things better, NOT giving him any other choice.
A few days later, I call DirecTV. I tell the representative what happens, she then sends me to her supervisor. I speak with him for a good while and then he sends me to his supervisor. He gets on the phone and we do visit for quite a long time. His final decision was that since my husband had agreed to the SUPER FAN the second time he called that it basically sealed the deal and therefore there was nothing we could do but just to pay for the NFL Package of $300. WE DID NOT ASK FOR THE NFL PACKAGE!!!
It was not our fault that their representatives are not being trained well. That they are just charging people for things that are not being ordered. Is this how DirecTV is doing business now? Are they charging people for packages, when they just have questions about the programs? Is this the new way of doing business in America now? Taking people for all that they are worth.