DirecTV Inc Complaint - NFL TICKET FREE TO NEW CUSTOMERS ONLY
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 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.