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J

New Member

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3 Messages

Mon, Mar 21, 2022 10:00 PM

Why new customers get a better overall rate than existing customers

First, I completely understand promotions and trying to get new customers to use your product, however what I do not understand is why you would offer them a cheaper rate after the promotion is over than what an existing customer is paying.  I have the xtra package.  After a very nice promotion on a two year contract my price increased to around $132 a month.  Now for the Ultimate package a new customer gets a 3-month promotion then the price increases to $105 a month.  That's close to $30 a month cheaper for more channels.   Can some one explain the logic behind some customers getting cheaper rates than others after the promotion period ends?

bcbsncjlj

ACE - Expert

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2.5K Messages

2分前

Nope! Like that in about everything now - computers, TV's, cars, etc. Just bad timing.

Tutor

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10 Messages

2分前

Thats why we dropped it 4 years ago... We had been a customer for 14 years and had been getting a loyalty discount of $50....our bill with everything and the discount was $185...when it was a day away from our contract end we called and they refused any more discount. Had it turned off then... 2 days later after Dish had been contracted and installed we got endless calls for 2 months wanting us back with a better discount than we had previously. To late, they turned us down and the contract for Dish had been signed. One of  the callers told us we should've called back and talked to somebody else. Another said we should ask to speak to the loyalty dept. We are considering coming back now that our dish contract is up and we're month to month now.

(edited)

DIRECTVhelp

Community Support

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15.3K Messages

2分前

Hi @shafted2, we want to help you to explore your options to come back.

Let's meet in a Direct Message to take a closer look on this. Please check you DIRECTV Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

Jessica, DIRECTV Community Specialist


New Member

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3 Messages

2分前

@bcbsncjlj  Everything you just listed were items that you buy that you understand their value will decrease as soon as it’s used. DIRECTV is a service, not an item. If I’m paying one price and another person is paying less money for the same service it’s upsetting. It’s like me paying $20 for a haircut and next guy pays $10 for the same haircut with the company saying “yea it’s because he’s newer than you so he pays less.” Now promotions I get those are added benefits, not complaining about that. It’s the price after all discounts and promotions are done that doesn’t sit well with me.

bcbsncjlj

ACE - Expert

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2.5K Messages

2分前

I understand. I could talk about the unlimited DVR and the 20 streams that new customers are getting that I can not get being a older  subscriber but I am not complaining. Promotions are promotions. Of course I could cancel and subscribe again with another email and receive them.

Juniper

ACE - Expert

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15.6K Messages

2分前

Billing models change over time. There is no price for life guarantee.

Discounts are pulled back in general, outside of the one-time intro discount. This is because too much was given out.

So now look into the services and choose the one that, regardless of any intro special, the long term full cost will work for you. Companies are no longer handing out discounts left and right as they are not a charity but a private business.

DIRECTVhelp

Community Support

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15.3K Messages

2分前

Hi, @joee8817. Thank you for sharing your concern with us, we are here to help.

 

Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums)

 

Vanesa, DIRECTV Community Specialist.

New Member

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1 Message

13日前

Not only did DIRECTV RAISE MY BILL RECENTLY, but I lost my TV and Internet promotions.  My monthly bill is now $90 more every month for the same service.  I have been a Loyal Customer to Directv for years.  I have my TV, Internet and Mobile Phone with them.  When I asked their loyal Department when I could expect a new promotion, i was told maybe before Christmas.  Their is NO LOYALTY GIVEN TO LOYAL CUSTOMERS AT DIRECTV.  I will use the service until the end of the month because I paid one month in Advance.  Afterwards, i will use Xfinity and/or streaming services.
DIRECTV AND AT&T TREATS LOYAL CUSTOMERS LIKE CRAP.

TexasBrit

ACE - Expert

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13.7K Messages

13日前

directv does not have mobile phone or internet accounts. Those are with ATT.

Juniper

ACE - Expert

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15.6K Messages

13日前

@sheri1705 

Discounts are not forever. Doesn't matter if you are a brand new or "loyal" customer. Those promotions are temporary perks, not a permanent price.

DirecTV does not provide internet, so you have a combined bill with either AT&T or one of their bundled partners.

Agents cannot see the future so do not know what promotions you might have available a week from now, let alone months from now. The agent was just giving a vague answer because there wasn't an actual one.

Certainly, when you call ask if any discounts are available. Just understand there might not be. And discounts were heavily pulled back as they address an issue with customers who have had too much in specials being at risk of operating a loss. Discounts are expected to return in moderation. But again they are temporary. Plan for the full cost. If you cannot handle the bill without discounts, then you cannot handle it and should reduce service until within a comfortable budget. It is your responsibility to budget your finances not expect a company to keep discounting it just because you cannot afford it.

You weren't treated like "crap". You just don't like being told essentially the gravy train is over and DirecTV is not a charity.

New Member

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3 Messages

13日前

@Juniper 

You’ve commented on this thread a couple times talking about “Charity.” I’ll pay my bill just fine and don’t need discounts. But a bad business model like DIRECTV Stream is going with, is charging customers different prices for the same service. All I am asking is if one person is paying $20 less a month for the same service I have, with no discounts or promotions, that I get that same rate. It’s just fairness not charity. 

Juniper

ACE - Expert

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15.6K Messages

13日前

Intro discounts are temporary, as well as any later ones.

There is also such a thing as grandfathered packages. Rates and options can change over the years, but some might be able to stay on an older option for years (regardless of if it is better or worse than changing to a newer package). They come out with new options, doesn't mean that existing customer are automatically changed.

Customers are not put into a single mold that always conforms to everybody. Not how this country works.

And I do apologize as "charity" was certainly the wrong concept in response to your original post as was more on the principal of comparing costs after discounts. For the much later post in the thread (not yours), I stand by it is consumer fault as the simple point or their rant was that having to pay regular cost is being treated like crap.


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