DirecTV’s Final Response!


And, of course, I get blown off. Expected, but not satisfying.

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Subject
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Spam: Spam: Cost Increases…

Discussion Thread
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Response By Email (David C (ID U5621)) (01/09/2014 07:32 AM)
Dear Mike Fisher,

Thanks for writing. My name is David and I am a Resolution Specialist for DIRECTV and your email has been forwarded to me for review. I understand your concerns regarding the increased cost of your DIRECTV services and your request to receive the Pac-12 Network. I’m also very sorry to hear that you have not been satisfied with our customer service, equipment, and programming services. I assure you that we appreciate and value your business with us and we certainly don’t want to lose you as our customer.

In response to your concern, it’s never an easy decision to raise prices, but we believe that it is necessary due to the increasing costs we pay to carry the channels you see. This year, the programming costs we pay to the owners of the channels we carry will increase by about 8 percent but we have adjusted the prices our customers pay by an average of 3.7 percent – less than half of that amount. We empathize with customers in this economy and we are doing our best to control costs. Despite the price increase DIRECTV service continues to be an outstanding value. While our prices are changing, we have continued to invest in new programming and innovative services in order to provide you the best possible entertainment experience. We assure you that we will continue to invest in the
quality of your viewing experience by bringing you more new features and more new programming. Please visit us at www.DIRECTV.com/2014pricing for further details.

Regarding your request to receive the Pac-12 Network, the Pacific 12 Conference created its own sports channel in August 2012 but sold off its most popular games to other networks already available to all DIRECTV customers. Even though it is unwilling to invest its best games into its own channel, the conference has still established a high price for Pac-12 Networks and refuses to compromise. If Pac-12 really wants to offer unprecedented access, it will simply free students, alumnae and all of the other most loyal supporters to get all of these games they deserve. DIRECTV has always been willing to add Pac-12 Network for these same fans and their families who want it as long as we’re not forcing everyone else to pay for it too. Pac-12 schools have a tradition of terrific competition
and fair play, so we can’t understand why the conference won’t allow anyone to simply choose. For more information, please visit us at www.DIRECTVPromise.com.

Mike Fisher, we understand that this is an important topic for you and appreciate you taking the time to share your thoughts with us. Therefore I have forwarded your comments regarding this experience to DIRECTV Management for review. While this will not have an immediate impact, it will provide us with critical information when reviewing our processes and taking the necessary steps to make them more effective. Rest assured your voice is being heard and many of the changes we make are a direct result of the comments and suggestions we receive from our customers.

Thanks again for writing, Mike Fisher. I appreciate the opportunity to personally address your concerns regarding the increased cost of your DIRECTV services and your request to receive the Pac-12 Network.

Sincerely,

David C (ID U5621)
DIRECTV Resolution Specialist

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And there we have it, I suppose. The same old, same old.

MDF

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