Directv has pissed me off

Posted by Mikey on March 31st, 2007 filed in Rant

First of all, let me preface this post with the following statement: I never expect anything for free. Now that I have made that clear, let me tell you why I said it.

I have been a Directv customer for over 7 years now. I have always been pleased with the service. I think they have great packages of channels at pretty good prices. So, when my wife and I decided to start thinking about getting a DVR, we figured we would stick with Directv. Also, since we recently bought a 42′ DLP TV that was high definition-capable, we also decided to go ahead with the HD DVR.

So, on to Directv.com I go to look up the current packages. I see some rebates on the HD DVRs, so I give them a call. The first lady is very nice. I tell her that I want to upgrade my service, and she tells me that is handled by another group. She tells me she will transfer me, I say thank you, and away I go.

The second lady was NOT so nice. You could hear it in her voice right away. I tell her the same thing:

Me: I am looking to upgrade to an HD DVR.

DTR (Directv Rep): The HD service is an extra $10 (roughly) a month, and the DVR fee is $5 a month.

Ok, no problem there.

DTR: The HD DVR is $300.

And then she just stopped. I wait for second, then…

Me: So what specials / promotions do you have currently?

DTR: We don’t have any promotions now.

Me: The website shows quite a few promotions and rebates for new customers. Do those not apply to current customers?

DTR: No, they do not.

Silence…

Me: So current customers can’t get the same deals?

DTR: No sir.

Me: So there are no promotions for people who have been customers for seven years?

DTR: No sir.

Me: Well, nevermind then.

And I hung up. Now, I know what you are thinking. I should have threatened to pull my service and go to someone else. And maybe I should have. But you know what? I shouldn’t have to do that. I don’t expect anything for free. But if a new customer can get $100 off an HD DVR, I should be able to as well, ESPECIALLY when I have been a customer for seven years.

And on top of that, they just lost out on extra revenue. I was going to be paying $15 extra a month for service.

Maybe supply and demand is in affect here because current customers are willing to spend the money. And honestly, I would spend $300 dollars for an HD DVR. I think that is a fair price. But to just basically tell your customer to go screw themselves is just plain bad business.

AT@T just came by this week talking about their new U-Verse service (fiber Internet and TV). Maybe I should look into that.

Mikey