A Letter to DirecTV’s Ellen Filipiak, Senior Vice President of Customer Care


Ellen’s letter to me, in part:
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Dear MICHAEL,

We’d like to thank you for your loyalty and we truly appreciate your
business. We’re excited about the New Year and our ongoing
commitment to deliver additional value to your DIRECTV(R) service as we
launch more HD channels, introduce new technologies and continue to
bring you award-winning service. DIRECTV works continuously to deliver maximum
choice and value that’s indicative of our reputation as the must-have premium
video service.

We are writing to let you know about an upcoming price increase for
2014. This is a letter we never like to write because, if it were up to us,
our choice would be never to increase your bill.

Each year television networks continue to increase the programming fees
they charge DIRECTV for the right to broadcast their movies, shows and
sporting events to you. As a result, DIRECTV must adjust the price of our
programming packages so we can continue to deliver these channels. In 2014, the
programming fees we pay to the owners of these television channels will increase
about 8%, but DIRECTV is adjusting the average prices you pay by only 3.7% – less than
half of that amount.

Rising programming costs affect all TV providers, not just DIRECTV. But,
because we work hard to keep these costs under control, we have held our
price increases on average below others in the TV industry. New prices take
effect February 6, 2014, and will appear on billing statements issued on or after that
date. For more details, visit directv.com/billinfo2014.

===============================================

Thank you for contacting me, Ellen.

I understand cost increases and that those same cost increases must be passed on to the customer. However, what I DON’T understand is the crappy service that never seems to be fixed:

1) Off shored and barely comprehensible customer service representatives.

2) DVRs that need constant and irritating reboots just to maintain functionality.

3) A COMPLETE and utterly ridiculous move away from TiVo, and when it was brought back, the software and usability was so completely crippled, I, as a TiVo FAN, was so disgusted I ignored the offering.

4) A total lack of concern for customers in the Western United States in that we could NOT get the Pac-12 Network due to your ridiculous spat over the ‘cost of the network’? Really? So ALL your competitors COULD afford the network (Charter? REALLY? Wave, Warner, etc.) and the ‘Best and Richest’ Satellite Provider couldn’t or wouldn’t? Grow up.

5) Simple-minded ‘Surveys’ that asked about the dropping of NFL Sunday Ticket. Even a high school aged person could see through that idiotic ‘survey’ to see the bottom line:

A) Would you leave DirecTV if DirecTV eliminated NFL Sunday Ticket? (YES)
B) The rest of the ‘survey’ was easily dismissed and forgotten.

In short, Ellen, I’m a disgruntled customer that’s truly getting tired of your ‘issues’ and leaning further and further toward quitting DirecTV.

Keep at it, and you might yet succeed in driving your remaining customers away.

In COMPLETE sincerity,

Mike Fisher

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