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New Member

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5 Messages

Wed, Jul 13, 2022 9:56 PM

Loyal Customer vs New

Every 3, 6 or 12 months I am calling Customer Service to be transferred to the "Loyalty Department" to discuss the increase in my bill attributed to a promotion that has ended. 

  • The recent promotion ended, and my bill increased by $15 - however it's really creeped higher over 10 years
  • We have been "loyal" customers for nearly 10 years
  • We just had the equipment (boxes) replaced last week - first time in almost 10 years (hard drive issues)

My husband is a senior and retired on a fixed income and is of the generation that doesn't want to stream TV.

  • He watches nothing but old movies and no sports - at all except Superbowl once a year  
  • I watch the local news shows, reality and network shows and stream
  • We both like to record and watch what and when we want

When we received the new equipment last week, I was offered 30 days free for a protection plan, so next month my bill will increase another $9 for this protection plan. I didn't have the protection plan for the prior equipment which worked fine for nearly 10 years (just saying).

Due to COVID and working from home I added ATT's internet service to my plan and dropped the plan I had with a different internet service carrier. The internet service amount is locked in and I pay the same each month as I did with my previous internet service carrier.

  • The ATT portion of my bill is the same month to month
  • The DirecTV portion has been increasing over my years of loyalty

Today the only option provided from the "Loyalty Department" was to reduce the package (channels) in order to reduce my monthly bill. 

  • This just doesn't seem like a good offer for a loyal customer especially when the new customers receive great deals
  • I don't mind being locked into a contract and I am simply seeking a value for being a loyal customer

Now my only option is to explore switching back to a satellite competitor to get a good deal or seeking a new carrier.  

  • Switching back was not a consideration previously as I experienced an ethical/discriminatory issue with customer service at the competitor
  • Preferred the DirectTV customer service over the years even though I had to initiate calls due to billing increases
  • Calls were always to Customer Service to be transferred to the "Loyalty Department" and I am not sure I understand the difference between these departments or reps

I am not asking for free...I am asking to be recognized as a loyal customer not any customer. 

  • The only thing the "Loyalty" service rep could offer me today was to cancel my service as the cancellation will take affect 8/7/22
  • I requested that no changes occur today so that I could line up my new service with a different carrier before I cancel
  • The rep encouraged me to cancel today since the cancellation isn't immediate and in response, I stated again that I would like to make arrangements with a new service, and I can call back to cancel tomorrow, the next day or in a week as I have up to 8/7

I hope this reaches leadership at ATT/DirecTV as I am reviewing offers from other carriers knowing there are deals to switch but none to stay. I am not sure loyalty and services are worth what I am paying so it's time to shop around.

Accepted Solution

DIRECTVhelp

Community Support

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16.4K Messages

2 m مضت

Hey @Lalarcade Thank you for being a loyal customer, I'm here to ensure you get the best option available for your service.

Let's meet in a Direct Message to take a closer look. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums) and we'll take things from there.

Fernando, DIRECTV Community Specialist
detuch254

ACE - New Member

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2.1K Messages

2 m مضت

Unfortunately, you posted on a public forum and we can’t do much about your account. I’m not surprised DIRECTV couldn’t offer you anything. They are losing customers by the day and cannot offer any special loyalty discounts. There are only two options, lowering your programming package or cancelling. Although not guaranteed to work, you may also ask for the retention department and see if an agent from there can help you out. Again, any sort of loyalty discount is hard to come by these days and DIRECTV continually loses customers who decide to switch to streaming.

New Member

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5 Messages

2 m مضت

Thanks...I knew this was a public forum.  Outside of sending a letter to HQ it was a quicker option in hopes of gaining attention.  I worked in HQ for a large corporation and these types of forums are typically lightly monitored. I could be satisfied with streaming only, just not able to teach my old dog a new trick (lol). I they won't show me loyalty, then I will have to quit on being loyal.

New Member

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5 Messages

2 m مضت

Thank you for responding...I have been in two different browsers, no chat feature next to the bell icon in the Forums.

New Member

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5 Messages

2 m مضت

Found it in Firefox browser.

New Member

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5 Messages

2 m مضت

Thank you DIRECTV for the outstanding customer service I received from Fernando today.  I will stay a loyal DIRECTV customer as a result!


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