I’ve been a customer of DirecTV since January 2004. My bill with them is $96, which I pay on time every month. In fact, I’m on the auto-pay plan with them so they get their money when they want it. They’ve provided a service and I’ve compensated them for it. Not only am I a loyal customer, but I am a good customer.
So why is it that companies treat their best customers the worst? I’ve had a couple problems with bad receivers and each time they’ve sent me some refurbished piece of shit to replace it, and/or an older model receiver than the one I needed to replace. And when I bitched about it I got the “too bad, so sad; there’s nothing we can do about it” response.
Now I’m finally ready to upgrade to HD service. To do that I need a new receiver and a new satellite dish. So I call and see what DTV can do for me. Not much, apparently. They’ll give me the dish and installation free, but they want $200 for an HD DVR. And no deals on programming. Full price for everything. My monthly bill will increase about $40/month because their pricing structure and programming packages have changed since I signed up and I’ll need to select a current package.
So I shopped around. Comcast has a nice deal, but after a promo period they’d rape me even worse monthly than DirecTV. Verizon FiOS, on the other hand, which I already have broadband and home phone service through, is offering me the following:
First month of programming free. Savings: $57.99
Three SD (standard definition) receivers for $12.99/mo for 12 months. Savings: $60
HD DVR: 12 Months free. Savings: $239.88
DirecTV wanted me to pay $200 up front and an extra $40/month right off the bat. And I’m a great customer! Verizon, who I am a new (TV service) customer of, wants to give me over $350 in savings during the course of the next year, including $82.98 in the first month. And the kicker is that even after the 12 months are up, my bill will only be $15 more than what I pay now, as opposed to $40 if I upgrade with DirecTV.
On the other hand, if I was a new DirecTV customer, I’d get the HD DVR free (savings $200), three months of HD programming free (savings $30), HBO/Starz/Showtime free for three months (savings $105) and other discounts totalling $23/month for 12 months. Total savings: $611!
So why in the hell does it pay to be a good, solid, loyal customer when you’ll just get treated worse than someone with no track record with the company when you want to change/upgrade your service? It doesn’t make sense.
Oh, well. After next week when Verizon installs my new service it won’t matter anymore.