View Full Version : D* losing customers to E*
Two co-workers of mine recently bought HDTVs and have been long time Directv customers. They called to upgrade to HDTV and are been given prices between $199 and $250 for the HR20. They called multiple times. Neither wants to spend this kind of cash and so they're going to switch to Echostar since what they care about most is network TV and ESPN.
I guess Directv figures they can afford to lose customers like this. I got my HR20 back in April for $99 plus 6 months HDTV fee credit. But, with new channels coming online they seem less willing to deal now.
Earl Bonovich
09-05-07, 01:04 PM
Well... I guess that nets out the two people on my block, that switched to DirecTV this week, from DISH... Because they wanted the BTN...
Subscriber churn is also happening... and until there are longer period of time results, it is very difficult to see what is going on with that regards.
1 or 2 people, no company is worried about... they are intrested in the larger scale picture.
DtroitPunk
09-05-07, 01:18 PM
I had the same trouble and i posted this on HDTvoices forums.
I am a new customer to Dtv. I have been with them less than 6 months. At the time I signed up, they were offering the hd receiver or the sd dvr for free. I took the dvr and have regretted it ever since. Then I started getting promotions for dish with free hd dvr upgrades for new customers. I called Dtv and got no help at all. I searched around online and got an email address and phone # for An executive in customer support at Dtv. I sent an emqail and waited, no joy, then I emailed her supervisor and still no joy so I called a direct extension and left a message this last friday. Today (Mon) I got a call and I told Ms Bitew (real name) that I was very unhappy and that if I was made happy I would be loyal and if not I would never deal with Dtv again. Long story short I am getting the upgrade to an hd dvr and new LNB dish for free and they are coming to install and upgrade me wednesday morning!!! The regular customer svc people dont have much authority, I even tried the customer resolution group, you know the ones who are supposed to try to keep you from cancelling, and they were no help. I had to go all the way to Dtv HQ. Just google dtv sucks and you can find info for Heywot Bitew at Dtv customer relations. Good luck everybody!
bonscott87
09-05-07, 01:21 PM
Two co-workers of mine recently bought HDTVs and have been long time Directv customers. They called to upgrade to HDTV and are been given prices between $199 and $250 for the HR20. They called multiple times. Neither wants to spend this kind of cash and so they're going to switch to Echostar since what they care about most is network TV and ESPN.
I guess Directv figures they can afford to lose customers like this. I got my HR20 back in April for $99 plus 6 months HDTV fee credit. But, with new channels coming online they seem less willing to deal now.
What you might not know is the same happens in reverse. If you are a current Dish customer, good luck getting an HD DVR for less then $250 bucks. But DirecTV as a new customer will of course give you all kinds of free stuff.
So for every 2 people that switch to Dish for the good new customers deals, Dish loses 2 people to DirecTV for the same reason.
These guys would not have thought twice if it only cost $99. They would have kept on paying their $80-$100/mo and been happy. But, $200-$250 upfront costs made them look around and realize they can get Dish stuff for free.
These guys would not have thought twice if it only cost $99. They would have kept on paying their $80-$100/mo and been happy. But, $200-$250 upfront costs made them look around and realize they can get Dish stuff for free.
If you go to your account on line you get the HR20 upgrade for $99
Earl Bonovich
09-05-07, 01:57 PM
These guys would not have thought twice if it only cost $99. They would have kept on paying their $80-$100/mo and been happy. But, $200-$250 upfront costs made them look around and realize they can get Dish stuff for free.
How does it net out, or did they get credits for the higher HD service fee on DISH?
If you go to your account on line you get the HR20 upgrade for $99
First person I've seen that says the online order has HR20's for $99. Mine used to say $199 but now it's up to the normal $299, glad I have mine already.
How does it net out, or did they get credits for the higher HD service fee on DISH?
I'm not sure. He just told me he can get a VIP722 and a SD DVR for $0 plus they will credit for 6 months so for that 6 months his bill will be $20 less than what his monthly bill would be with Directv with HD service.
Canis Lupus
09-05-07, 02:13 PM
I believe it's the SD DVR that's $99.
First person I've seen that says the online order has HR20's for $99. Mine used to say $199 but now it's up to the normal $299, glad I have mine already.
I believe it's the SD DVR that's $99.
The site now showing the R15 and H20 for $99, they both used to be free for my account. Are other seeing price increases like this also or have I fallen out of favor? Maybe the accountants have seen all the discounts retention is giving out on the HR20 and figures it's time to try to make some of that money back?;)
fwlogue
09-05-07, 02:25 PM
First person I've seen that says the online order has HR20's for $99. Mine used to say $199 but now it's up to the normal $299, glad I have mine already.
Same here used to say 199 now 299.
HDTVsportsfan
09-05-07, 02:36 PM
Maybe D* is leveraging the new HD offerings coming up.
browningt
09-05-07, 02:45 PM
Just checked and HR20 was $99 w/ s/h and installation included.
From http://www.forbes.com/feeds/ap/2007/09/05/ap4085393.html
"Satellite and communication systems installer MasTec Inc. on Wednesday issued a third-quarter profit forecast below analyst expectations, citing higher hiring-related costs. ... The company said it will hire 1,5000 technicians in the current quarter, increasing costs and reducing productivity as demand for its DirecTV (nyse: DTV - news - people ) services rise."
Guess they're not losing too many customers.
GreyGhost00
09-05-07, 05:57 PM
Meh - content is king. I'm certain D* is banking there will be a lot of churn the other way when the new channels go live.
Just checked my acct it used to say $199 and now its $299, I guess I missed my chance.
Milominderbinder2
09-05-07, 08:01 PM
Just checked my acct it used to say $199 and now its $299, I guess I missed my chance.
You didn't miss your chance!
Check out this thread:
What the Deals are, and what are you being told by CSR? (http://www.dbstalk.com/showthread.php?p=1084667#post1084667)
Many are getting the HR20 for $19.
As to the churn noted in the OP, I am sorry that your neighbors did not know about this site. Both DISH and DIRECTV gained more subscribers than they lost.
The only real loser was TiVo who had a net loss of 146,000 subscribers last quarter.
- Craig
DrummerSmith
09-05-07, 08:23 PM
This may not be the right place for this question, but I hope the mods will place it right.
I am a long time DirecTV subscriber, (1996, 200.00 to 300.00 a month), My brother-in-law is building a new home and we are doing the prewire before the sheetrock goes in. I would like to get him a 5 lnb dish and a hr20 and a couple of h20's.
I would like to get him the best deal possible since he is a new sub, but also install his equipment for him. We are in rural Oklahoma and I do not have very much confidence in the folks that install here. I installed my own 5 lnb dish and am very happy. I show 95 percent on 99 where I get my Tulsa locals.
-Thanks for any info you might offer. I really do not want to purchase anything at the going retail.
This may not be the right place for this question, but I hope the mods will place it right.
I am a long time DirecTV subscriber, (1996, 200.00 to 300.00 a month), My brother-in-law is building a new home and we are doing the prewire before the sheetrock goes in. I would like to get him a 5 lnb dish and a hr20 and a couple of h20's.
I would like to get him the best deal possible since he is a new sub, but also install his equipment for him. We are in rural Oklahoma and I do not have very much confidence in the folks that install here. I installed my own 5 lnb dish and am very happy. I show 95 percent on 99 where I get my Tulsa locals.
-Thanks for any info you might offer. I really do not want to purchase anything at the going retail.
You are not going to get any of the "free standard install" stuff from DirecTV at this point in the process. My suggestion is pre-wire all the tv locations wtih two RG6 and two Cat5e (phone/network) lines back to a common point. Run a conduit from that point to the roof or likely dish install location.
Then, when the house is finished and he's ready for TV, order the DirecTV equipment. The installer will provide and install the dish, and wire to the central point. At that location all you need to do is cross connect to the live tv locations.
Carl
HDTVsportsfan
09-05-07, 08:30 PM
What exactly is the question. Maybe I missed it.
D* will not send you the receivers and dish and let you install them. If your brother in law places the order all of the equipment will come via the installer on the day of the install. There are some good deals for new customers. You just have to call and find out. Maybe multiple times.
If you want to install the equipment yourself....it is possible the may give you somecredits for the equal purchase amount. But i would think there would have to be a valid reason for them to do this. Like no installers anywahere close and low on stock of receivers or someting like that.
Good Luck.
You are not going to get any of the "free standard install" stuff from DirecTV at this point in the process. My suggestion is pre-wire all the tv locations wtih two RG6 and two Cat5e (phone/network) lines back to a common point. Run a conduit from that point to the roof or likely dish install location.
Then, when the house is finished and he's ready for TV, order the DirecTV equipment. The installer will provide and install the dish, and wire to the central point. At that location all you need to do is cross connect to the live tv locations.
Carl
If you really want to help futureproof put in some innerduct some extra pull strings, along with RG6 and Cat5e/6, so if you need to pull anything else (who knows maybe fiber:D ) it would be MUCH easier.
jaimslaw
09-05-07, 10:22 PM
Does anyone have an opinion or insight as to the time of day one should call the CSR number (is it still the 531-5000 number? Would it be wiser to wait during normal biz hours (if in fact, they have a 24/7 staff)?
Earl Bonovich
09-05-07, 11:16 PM
They have a 24/7 staff.
1-800-DirecTV
mtnagel
09-06-07, 06:06 AM
So how much were those fancy new HDTV's? And then they couldn't afford a couple hundred more? Seems weird to me.
vurbano
09-06-07, 06:37 AM
They have a 24/7 staff.
1-800-DirecTV
You know I criticize D* a lot but thats one think I really like about their service. Now if they would just get rid of that silly phone jail system you get caught up in things would improve.
vurbano
09-06-07, 06:41 AM
So how much were those fancy new HDTV's? And then they couldn't afford a couple hundred more? Seems weird to me.Not me. It will be a cold day in Hell that I give anyone a non refundable 100-300 dollars for the right to pay a monthly lease fee on an HD DVR. D* gave it to me for $19.95 shipping. If they hadnt Id be on FIOS or E* right now.
mtnagel
09-06-07, 06:51 AM
Not me. It will be a cold day in Hell that I give anyone a non refundable 100-300 dollars for the right to pay a monthly lease fee on an HD DVR. D* gave it to me for $19.95 shipping. If they hadnt Id be on FIOS or E* right now.There is a big difference in the deals you get when you are a current subscriber vs being a new subscriber. Sure, competitors will throw all sorts of goodies your way, but after you've been a customer and they release something new, do you think you will still get the new subscriber deals? Especially when they lock you into a contract? That is without complaining a little.
bdowell
09-06-07, 06:59 AM
There is a big difference in the deals you get when you are a current subscriber vs being a new subscriber. Sure, competitors will throw all sorts of goodies your way, but after you've been a customer and they release something new, do you think you will still get the new subscriber deals? Especially when they lock you into a contract? That is without complaining a little.
It's still pretty stupid to have to pay a big up-front fee for the right to lease equipment that you can only use with the people that are charging you the big up-front fee, and is only useful if you pay regular subscription fees in addition.
That's the thing I don't like about this either. That big up-front fee is just stupid. Set the fee lower there and then charge me more each month. I may not like the higher monthly fees, but I'd rather pay over time than be asked to pay up front.
In my version of a perfect world the lease fee for the HR20 might be $9.99 a month instead of $4.99 (for additional receivers only, for the first receiver on an account there'd be a $4.99 additional fee charged for customers that got an HR20 as the only receiver on an account, or where it was the first receiver in a pair of HR20's, etc.) It would take almost 4 years for me to get to the point where I'd be paying more than $200 extra to DirecTV for those lease fees vs. being asked (currently) for $299 up-front to cover getting another HR20. With a two year commitment required a lot of the money is made up for DirecTV by the time I'd consider being able to switch. By then I would most likely have gotten some new hardware or some bonus programming that would add another year or more of commitment so it's not like I'd be dropping DirecTV too early anyway.
Meh - content is king. I'm certain D* is banking there will be a lot of churn the other way when the new channels go live.
Yup. I'm currently a Dish customer. I actually was a DirecTV customer before last October but when I wanted to get the HR20-700 installed they cancelled two appointments with me so I bolted to Dish which had a more mature HD DVR anyway. I thought the content was roughly equivalent.
Well, now, I'm royally PO'd at Dish for losing Extra Innings, they appear to be passing on BTN, and now I see D* is probably going to carry the NHL Network. I didn't know how much I cared about sports programming until I watched Dish spit the bit again and again.
Now I'm on the verge of switching to D* purely for programming reasons. All these up front costs will soon be forgotten. Don't get me wrong, I'm trying to swing the best deal I can find but programming trumps up front fees by a wide margin.
Ira Lacher
09-06-07, 08:32 AM
... programming trumps up front fees by a wide margin.After all, you watch TV to watch what's on, right?
After 11 years as an E* sub I finally switched. Lost my patience with Charlie not caring enough about sports fans to secure the type of programming we want most.
mtnagel
09-06-07, 08:56 AM
It's still pretty stupid to have to pay a big up-front fee for the right to lease equipment that you can only use with the people that are charging you the big up-front fee, and is only useful if you pay regular subscription fees in addition.
That's the thing I don't like about this either. That big up-front fee is just stupid. Set the fee lower there and then charge me more each month. I may not like the higher monthly fees, but I'd rather pay over time than be asked to pay up front.
In my version of a perfect world the lease fee for the HR20 might be $9.99 a month instead of $4.99 (for additional receivers only, for the first receiver on an account there'd be a $4.99 additional fee charged for customers that got an HR20 as the only receiver on an account, or where it was the first receiver in a pair of HR20's, etc.) It would take almost 4 years for me to get to the point where I'd be paying more than $200 extra to DirecTV for those lease fees vs. being asked (currently) for $299 up-front to cover getting another HR20. With a two year commitment required a lot of the money is made up for DirecTV by the time I'd consider being able to switch. By then I would most likely have gotten some new hardware or some bonus programming that would add another year or more of commitment so it's not like I'd be dropping DirecTV too early anyway.Oh, I agree. The whole paying the lease is odd. But I also find it out that people will spend lots of money on a new tv and then balk at paying a couple hundred more to feed HD to it.
DtroitPunk
09-06-07, 11:13 AM
Seems like a whole lot of whining and arguing to save a couple hundred bucks.
:rolleyes:
Think what you want. It wasnt the money so much as the principle. Dish net...was offereing new customers hd dvrs. I figured If they didnt want to lose me they could do the same.
That being said for a total of maybe 2 hrs hassle I saved $199.
I am not rich and even if I were I would still do the same.
If YOU cant be troubled to make/save $50 pr hour your must have more money than sense.
If thats the case let me know. I will pm you my bank acct number and you can send some to me.
After all, you watch TV to watch what's on, right?
After 11 years as an E* sub I finally switched. Lost my patience with Charlie not caring enough about sports fans to secure the type of programming we want most.
I finally did the deal early this afternoon. HD DVR + HD Receiver >>>>>$118. Will have it installed next week. It really does pay to check different agents. I tried three in the past couple days and got a different offer each time. Now, no more knashing of teeth over EI, NHL Network, BTN, and who knows what else will be next.
RobertE
09-06-07, 02:17 PM
Oh, I agree. The whole paying the lease is odd. But I also find it out that people will spend lots of money on a new tv and then balk at paying a couple hundred more to feed HD to it.
You know what gets me :confused: :confused: :confused:
Going into at least a 300K house. No TVs smaller than 46 inches, all HD, nice wall mounts, etc. Things look very, very nice. Only to see on box on the workorder. They want it hooked up to a low end RF system in the mechanical room. Then they wonder why the picture looks like poo. :rolleyes: All too save the $5 per box charge.
Just an update. Both guys were ready to go to DISH, but when they called to cancel they each got the HD DVR upgrade for cost of shipping. So, they're sticking with DTV.
DtroitPunk
09-06-07, 05:55 PM
I just think that these companies should spend at least as much on retaining and plesing a consumer as they do on attracting one.
Milominderbinder2
09-06-07, 08:27 PM
Guys, I am not a moderator, just another user.
Please don't continue this. One feels that netting $100 an hour is a good wage. The other says it is not worth it. Those are not facts, just differences of opinion.
I hearby pronounce you each the winner.
If you do need to keep fighting please do it with Private Messages.
OK?
:backtotop
- Craig
I deleted mine, maybe DtroitPunk will delete his.
I'd hate to see this become an arguement forum.
I see enough of that at the TiVo Community Forum. Those people get really uptight when anyone even mentions the DIRECTV HR20 DVR. They start saying - Crappy DIRECTV HD-Lite quality, POS DIRECTV DVR, blah, blah,blah.
We're all going to need to work together to fight the Cylons, and/or the BORG when they invade earth.
DtroitPunk
09-06-07, 11:21 PM
I am not sure how I could remove this, so I will just edit them.
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