Friday, August 19, 2011

DirecTV treats new customers much better than than they do their long-time loyal ones

If you watch television, by now you've seen the DirecTV ads featuring Deion Sanders that say you can get their NFL Sunday Ticket free if you sign up for their satellite television service.  I've been a DirecTV customer for over nine years, and estimate I've paid them over $5,500 in that time.  Do I get the NFL Sunday Ticket for free?  Nope.  Only someone who hasn't paid them anything yet.  That new customer also gets a much lower rate than I do. 

When I signed up for DirecTV in 2002, I was paying about $40 per month.  Over time that's increased to $60 per month for the same basic level of service.  New subscribers not only get the above-mentioned freebie, but they get a rate that's lower than I was paying nine years ago!

I e-mailed DirecTV about this.  Here's their response:
"Thanks for taking the time to write us.

As one of our loyal customers, your satisfaction is one of our primary concerns.

I completely understand your request to get the best programming offer for NFL SUNDAY TICKET. I appreciate being given the chance to respond to your concern and would be glad to provide you with the information that you need to continue receiving the best television experience from DIRECTV.

Please understand that the present free offer for NFL SUNDAY TICKET is only for qualifying new customers.

Though we are unable to give you this subscription for free, I've confirmed that you qualified for regular season price which is a great value at five payments of $66.99.

We also offer existing customers discounts and programming throughout the year, but will need to signup for email alerts. By signing up for alerts, you can be notified via email for any specials the account might be eligible for. Just visit and make sure you do not miss out on any specials that we are offering.

In addition, I have forwarded your request to DIRECTV management.While DIRECTV Management can not follow up with each customer individually, rest assured every suggestion and inquiry from our most important customers is reviewed to determine what changes should be considered.

NFL SUNDAY TICKET is now available at the regular season price of $334.95 (billed in five payments of $66.99). The NFL SUNDAY TICKET is an amazing service at a great value. Customers not only see the best plays, last second drives and season defining moments but they can get up to 14 games each week from outside their local area. The NFL SUNDAY TICKET has some innovative features that provide great additional value. This includes HD Games, Red Zone Channel, Game Mix channel and a Short Cuts channel. This gives the biggest selection of NFL games anywhere."