Pricing consideration for long time customers - "Ultimate Package" $145/mo vs $75/mo
I am paying over $145/mo. for their "Ultimate Package", which includes channels that I do not watch and do not want. [My pricing was for $97.95 plus $37 in equipment feeds plus taxes).
When I saw an offer for new customers (for the same package I have) at $75/mo including equipment fees I called their Service Center.
(1) I Called on 03/04/2017 at 2:02pm and asked about the Internet offer and if I could also obtain the same $75 pricing. Was initially told NO, it was only for new customers. When I pointed out that I was a long time customer and wanted some consideration, the agent (Christopher R.) left the phone for about 5 min. When he returned to the phone, he told me that they could give me that package at the $75 as noted from their on-line ad. He told me I would receive a credit in the mail and not to pay my $145 bill.
(2) I waited over a week and received nothing in the mail, so I checked my DirecTV account on-line.. no credit, nothing. I then placed another call to DirecTV's service center.
I explained to the first agent that I was promised a credit AND the Ultimate Package for $75/mo. Agent checked their customer logs. They only had a record that I called, but no comments were added by the agent. They told me that the offer was for new customers only. When I protested, I was transferred to a team lead ("Ivy"). She reiterated what the first agent told am and could not give me the same package at the $75 price. I Was again told-- "New Customers only". When I explained what I was told on my first call and what I was promised, the only comment I received was "I apologize for the misunderstanding". Good grief, I was lied to, it was not a misunderstanding. I received the same response from their manager ("Tasha").
I was offered $30 off my bill for 12 months, then my rate returns to $145/mo.
No one was concerned that I was lied to by the first agent, probably just to get me off the phone. I doubt that anyone will go to their recorded log to listen to my conversation with their agent.
DirecTV does not care if you are a long time customer. They apparently only want your money.
After months I am going to leave DirecTV.
I would send this to a more senior manager at DirecTV, but doubt anything would change.
So I am paying $145/mo as a 13yr DirecTV customer, while a new customer obtains the same package, same equipment for $75. Great customer service. That's $840/yr more than I should be paying.
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