email to DirecTV customer service - Page 3 - Dallas Cowboys Forum

jterrell · 05-31-2005

I just cancelled DirecTV and went with Dish Network.
I am local so miss nothing Cowboys related and it made it easier but felt it was a necessary move.

I had DirecTV for just under 10 years. I had it with 2 27' tv's as a kid fresh out of college. I took it with me from 2 different apartments to 2 different houses through 5 tv's. I bought upgraded receivers at least 5 times. The last was a nice Tivo unit at 250 bucks after directv discount. I had it just over a year when it started freezing up on playback. I called and asked what I could do and they basically said just buy a new unit or go get it repaired. Sorry was not gonna do that. Not when I could switch and get free PVR's in 3 rooms and new receivers all around.

After making 70 bucks a month for a long, long time you would think they could have either sent me a loaner tivo(while I got a repair), sent me a new Receiver in exchange for agreeing to a 2 year contract as my old one was up, or basically anything other than say you are on your own. Never tell a customer that because they wont be a customer long.

kmd24 · 05-31-2005

Quote:

Originally Posted by AdamJT13

In my opinion, it's like they gave you the free HD games last year, which was the first time they've had them.

Incorrect. There have been HD games for two years on ST. Last year was the first year that Fox games were in HD. The prior season, Fox games were shown in ED, which is a 16x9 screen format but only 480p resolution.

Quote:

Originally Posted by AdamJT13

You don't think the networks pass on that extra cost to DirecTV?

What are you talking about here? The major cost to D* for NFL ST is from the purchasing the license for the games from the NFL, not the networks. The networks are also paying the NFL for their packages.

Networks are providing HD coverage because of a federal mandate. Their broadcasts are provided FREE over the air and are paid for by advertising dollars, which is where the additional cost should be passed on, if anywhere. Why do you think there's such a stink about blackouts for locally broadcast games on D*? It's because local merchants are upset that they paid for spots that may not be seen because of the D* broadcast.

My evidence and some deduction leads me to believe that this is not coming from the networks - it's coming from the exorbitant contract that D* negotitated with the NFL. Maybe you have some proof that the networks are passing the cost on to D*?

I wold also add that HD ST channels ultimately will use only a small fraction of the available HD bandwidth. Aside from 17 Sunday afternoons a year, that bandwidth could be used (and will be used) for other purposes.

Quote:

Originally Posted by AdamJT13

The hypocritical part is complaining about paying an extra fraction of the cost you've already paid for a luxury.

This is not logical.

The person who pays for a luxury is actually disinclined to pay more for it down the road, particularly for unexpected costs that he presumed to be included in the purchase price. This person also expects to be treated as a valued customer, since the vendor is presumably making a higher margin on the products he buys.

Quote:

Originally Posted by AdamJT13

I can see how it changes consumers' opinions, I just don't agree with them.

We're obviously talking apples and oranges then. I am talking about whether this is a good move for D* while you are ridiculing the consumer who's shelling out the additional $99 ostensibly to line D* coffers.

Consumers ultimately drive the marketplace. Whether D* is making a smart move or not depends little on whether those opinions are rational (indeed, advertisers often exploit these irrationalities) but more on whether the consumer perceives it to be a bad deal. What is in place here are a number of factors to create ill will towards D*. There's no way they would have done this without the exclusivity agreement. Someone else (cable companies, probably) would be providing these games at a much lower cost.

Bottom line, in offering the idea that the games for the past two seasons were provided for free, D* is asking the consumer for retroactive appreciation, which is a big no-no in marketing. If they had rolled out HD games on ST with a rebated fee from the get go, then maybe people wouldn't be reacting this way.

jterrell · 05-31-2005

Quote:

Originally Posted by AdamJT13

You weren't paying more for HD + ST than everyone else was paying just for ST. Now you still get ST for the same price as everyone else, but the formerly free HD games now cost more.

In my opinion, it's like they gave you the free HD games last year, which was the first time they've had them. It was like a free trial period. Now they expect you to pay for the privilege of having games in HD. What's wrong with that?

You don't think the networks pass on that extra cost to DirecTV?

The hypocritical part is complaining about paying an extra fraction of the cost you've already paid for a luxury.

I can see how it changes consumers' opinions, I just don't agree with them.

The problem with your take here Adam is that it will ultimately hurt DTV. They have used the ST and last season the HDTV games as a special selling point an edge on all competition. If they make it so that more and more people feel that they cant afford said luxuries they will price themselves out of any advantage they have and ultimately make less money back towards that rich NFL exclusivity contract. Almost all companies have a loss leader and DTV should suck it up here and let it be just that as it would drive sales for all the other stuff.

Bottom line is many customers are going to feel like they aren't paying for what they got last season for free.

Hard to justify paying more for ST and a DTV package of 10 or so games than what you could fly to see 2 games live for and watch 5 or 6 over the air on national or regional broadcasts.

AdamJT13 · 05-31-2005

Quote:

Originally Posted by Rack

If you're paying for the HD package, and you're paying for the Sunday ticket you should NOT have to pay to watch NFL games in HD.

The HD package doesn't include Sunday Ticket, and the standard Sunday Ticket doesn't include HD games. Why shouldn't you have to pay for getting something extra?

JDSmith · 05-31-2005

I'll be getting my directv hd tivo this summer, and I'll be getting the super fan package to go with my NFL ST. I figure if I went to Comcast digital cable I'd probably get 8 games this year, with 6 of them in HD. So I'll basically end up paying ~$320 for 8 games, or $40 a game. To be able to watch and record them in HD I think that's a fair price. I'm not sure I could even record them in HD with Comcast, and if you figure on spreading the cost out over 10 games (because watching it in regular def on a small TV can't really be compared to hi def on the big screen) then it's only $32 a game. Sure it would be nice if it was free, but I don't think that's an unrealistic cost when I'll be able to watch the game in HD, pause rewind and fast forward at will and archive it later. You wanna play with fancy toys, you generally have to pay fancy prices.

AdamJT13 · 05-31-2005

Quote:

Originally Posted by kmd24

Incorrect. There have been HD games for two years on ST.

You're right. Last year was just the first year for both networks.

Quote:

What are you talking about here? The major cost to D* for NFL ST is from the purchasing the license for the games from the NFL, not the networks. The networks are also paying the NFL for their packages.

Networks are providing HD coverage because of a federal mandate. Their broadcasts are provided FREE over the air and are paid for by advertising dollars, which is where the additional cost should be passed on, if anywhere. Why do you think there's such a stink about blackouts for locally broadcast games on D*? It's because local merchants are upset that they paid for spots that may not be seen because of the D* broadcast.

My evidence and some deduction leads me to believe that this is not coming from the networks - it's coming from the exorbitant contract that D* negotitated with the NFL. Maybe you have some proof that the networks are passing the cost on to D*?

[View Full Quote]

DirecTV pays to carry each network and each channel. You don't think that the cost of carrying Fox and CBS goes up as the networks add technology? DirecTV also has to develop its own technology for HD.

Quote:

The person who pays for a luxury is actually disinclined to pay more for it down the road, particularly for unexpected costs that he presumed to be included in the purchase price. This person also expects to be treated as a valued customer, since the vendor is presumably making a higher margin on the products he buys.

I'd bet that people who buy luxury automobiles are much more likely to add on optional accessories than people who buy economy cars. But then, they probably whine about having to pay extra for gold-plated rims instead of getting them for free.

Quote:

Bottom line, in offering the idea that the games for the past two seasons were provided for free, D* is asking the consumer for retroactive appreciation, which is a big no-no in marketing.

What marketing philosophy says that something that's free must remain free forever, no matter the cost to the supplier?

AdamJT13 · 05-31-2005

Quote:

Originally Posted by jterrell

The problem with your take here Adam is that it will ultimately hurt DTV.

Oh, sure. Everyone is more than willing to pay for what they're getting, they're just concerned about the well-being of DirecTV. OK ...

But I'm guessing DirecTV will retain enough of its current HD customers and add new HD customers to come out way ahead on the deal.

Rack Bauer · 05-31-2005

I still say the line has to be drawn somewhere at some point in time. If not, we're just allowing DTV to stick another inch into us from behind.

Anyone that doesn't see that this is CLEARLY just a way for DTV to screw a few more people out of more money is kidding themselves.

Nors · 05-31-2005

DTV - I was a 4 year ST subscriber. They inexplicably dropped me, raised rates and never even told me I was not auto renewing. I'm not calling. And will cancel and put Cable in just because I can. Service goes out in heavy rain and snow anyway.

TheSkaven · 05-31-2005

Quote:

Originally Posted by Rack

Where did you get an DirecTV HD DVR for 1K?

That's the going price at the moment. They're difficult to find, but you can get them if you search around on-line. The reason they're so pricey is that HD requires ridiculously big hard drives.

Smith22 · 05-31-2005

Quote:

Originally Posted by AdamJT13

This thread sounds like the people who buy a Porsche and put premium gasoline in it, then complain about paying 20 cents per gallon more than if they bought regular gasoline.

Sorry, guys.

How so? Normally I agree with a lot of your posts, but not this one.

HD games were FREE last year, now they want $99 for them.

Smith22 · 05-31-2005

Nevermind. Read all of the thread now.

I'll just agree to disagree and leave it at that.

Wimbo · 05-31-2005

Quote:

Originally Posted by AdamJT13

The HD package doesn't include Sunday Ticket, and the standard Sunday Ticket doesn't include HD games. Why shouldn't you have to pay for getting something extra?

Because it was included last year. Also, it is logical that if I am paying for the HD box & the HD programming (which is anemic compared to DirecTV's competition), and I am paying for Sunday Ticket, then I should have already paid all that needs to be paid to receive the 5-6 games per week in HD. I am sorry Adam... as much as I respect you for your insight & cap knowledge, I am 100% opposite of you on this.

Wimbo · 05-31-2005

Quote:

Originally Posted by Smith22

How so? Normally I agree with a lot of your posts, but not this one.

HD games were FREE last year, now they want $99 for them.

They were not FREE last year. They were part of the $179 premium paid for Sunday Ticket. But I understand what you meant. Just clarifying.

Smith22 · 05-31-2005

Quote:

Originally Posted by Wimbo

They were not FREE last year. They were part of the $179 premium paid for Sunday Ticket. But I understand what you meant. Just clarifying.

Right. I just meant we weren't paying more than the regular fee to view all of the NFL games, which really doesn't even include all the games depending on blackouts, etc.........