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Anniversary/loyalty reward is weak

Discussion in 'DIRECTV General Discussion' started by ProfLonghair, Oct 22, 2009.

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  1. Oct 23, 2009 #41 of 142
    PWenger

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    I think this program just needs some consistency and management. I've been a customer since 1995, signed up for the program online, and never got a reward. Even a gesture one like a free PPV. My parents got free upgrades, free movie channels, etc, and they signed up 5 years after I did. I finally sent an email to Directv, and was offered an upgrade to an HD DVR for $99, with a 2 year committment tagged on (I should offer the disclaimer...I was given free Showtime for 3months, but I think that was more a function of the fact that I sent a email about the program, not part of the program itself. CSRs seem to give away Showtime like water...I got it once because I was on hold for 10 minutes, and I didn't even complain about the wait.) I didn't really feel a 14 year customer should have to pay to get locked in for two more years. If they had offered me 5 PPVs, or a couple bucks off my bill, I would have been much happier. As it is, I got angry, because that seemed more a retention ploy than a reward program. And a reward program fails when it becomes an issue of itself.

    This program is just that...its a program by the company to retain customers. There is no jolly old man in a beard and a red suit randomly picking out the "nice" customers from the "naughty" and opening up his personal wallet to send gifts. And that's fine...credit card companies, car companies, fandango, all sorts of businesses have these programs. But, if they aren't conisitent among all the customers, it causes the kind of confusion and anger that's here.

    When I had a discover card, I got back MAYBE $2 a year in my "cashback bonus." But, that's okay, because I never had to monitor the program, never had to email "where's my bonus", and never found out my neighbor/parent/friend/co worker got a better deal than I did. They did what I signed up for, and all was well.

    Wouldn't it just be easier to give everybody a small premium, than create "haves", "have nots", and "XYZ got that, why am I stuck with this"?
     
  2. Oct 23, 2009 #42 of 142
    oldfantom

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    I think that's the point. They gave me the game lounge. It is the one thing I have never had or used. Well, I have never had NHL, NBA, MLB or College Sport subs, but I doubt they give those away. If I have already had sports pack and turned it off, why would they give it to me again?
     
  3. Oct 23, 2009 #43 of 142
    ja29

    ja29 New Member

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    Got my loyalty gift, 3 months of "game lounge", which I've never used, and have no interest in using.

    Hey, I would have been happy with the three months of sports pack, I have lots of sports subs, MLB, NHL, and NFL. They give me game loungue :(
     
  4. Oct 23, 2009 #44 of 142
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    The loyalty rewards are a nice added little "bonus" of appreciation...but honestly, I don't even think about it.

    There are plenty of "free viewing" weekends, promo offers, and other things during a year that anything is just a "plus".

    Glad to see folks getting some nice appreciation rewards...
     
  5. Oct 23, 2009 #45 of 142
    rudeney

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    Actually, Verizon Wireless often gives me gifts. Back before they had an unlimited SMS plan, they used to give me blocks of free text messages. Now, they tend to give me things like free apps, blocks of anytime minutes, etc. Also, when my contract is up, they give me all sorts of discounts and other freebies to keep my business. They don't do this to be "nice". They realize I have a choice in cell phone providers and they want to keep me as customer because my monthly revenue (paid in full every month for over 20 years now) is worth something to them.

    Ironically, my history with D* is similar, though only about 12 years instead of 20, yet all they seem to do for me is charge full price for everything, blame their billing screw-ups on me, and then raise my rates every year.
     
  6. Oct 23, 2009 #46 of 142
    Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    It's merely a discussion of types and randomness of the loyalty gifts. Yes we understand they're a business; yes we get it's as much or more about marketing then it is about appreciation.

    I don’t think there’s anything wrong with trying to get something useful from such a gift. If DirecTV won’t switch it with something else that’s ok but that doesn’t mean it wasn’t worth a shot.

    No need to be so judgmental. It’s just a discussion. :grin:

    Mike
     
  7. Oct 23, 2009 #47 of 142
    JeffBowser

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    That's quite a culture of "entitlement" we have going on these days.

    I've received any number of "anniversary gifts", and other freebies, especially over the last few years. If it's something I don't watch, I continue to not watch, and disregard it. If it's something I might like, great. If not, how did I lose with something I didn't have to start with?

    I sure wish folks would pull their collective heads out of their collective keisters and realize they are not righteously "entitled" to a single damned thing in life, let alone anything from a commercial entity.
     
  8. Oct 23, 2009 #48 of 142
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    I was thinking the very same things, but you did a fine job of acticulating it in your post.
     
  9. Oct 23, 2009 #49 of 142
    ProfLonghair

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    I chose this one to reply to since it was more than a bit harsh towards me. How polite is it to tell me I am self centered and rude?

    The problem I have is that this is a waste of time and resources. This is the first time I've gotten a gift from them. I didn't complain when I didn't get one in years past. The point is, time and resources were spent creating this program. It has flaws, and several people have pointed out. They should either correct those flaws, or discontinue the program and devote those resources elsewhere.

    I was very polite in my email and phone calls. I didn't raise my voice, I said please and thank you. I always believe that my voice, as a consumer, is vital to the companies I do business with. Their job is to provide me something for my money, and when that is not done to my satisfaction, I let them know. If I didn't, how would they know to fix things?

    This wasn't really 'free'. Someone was paid to implement this. Software was created, research was done, cards were printed, etc. My monthly subscription pays, in part, for that. As the customer, I prefer that they spend the money I exchange with them for a service better. I work hard for that money, and want to get the best value for it when I spend it.

    I never expected anything for free. I was overly thankful when I dealt with them for including me in this program at all, and that I never really expected it. I'm not the kind of person who calls threatening to leave so I can get free stuff.

    If all that is considered rude and self centered, then so be it. I don't thnik it is, but I doubt I can change your opinion on that, which I can more than live with. My sleep habits will not change based on that. I'm not on this board to seek anyone's approval. I'm here to voice my opinion and receive help when needed, and try to help others when I can. That's why most of us are here. If you like to make things personal, OK. I've been called far worse by people who I actually know, and survived. Sticks and stones....
     
  10. Oct 23, 2009 #50 of 142
    Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    I'm not entitled to anything. I do, however, find the whole process interesting. Why do some people get PPV, Game Lounge, or the Sports package for instance?

    It's a discussion. No need to jump on those of us having the discussion. :grin:

    Mike
     
  11. Oct 23, 2009 #51 of 142
    JeffBowser

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    Quite fair. I wonder how they pick, myself. Probably a bit of statistical analysis combined with regional marketing goals.

    Nonetheless, there are those up here in DBSTalk in general that very much exhibit the traits I mention. One of the reasons I make myself scarce these days, I have trouble keeping my trap shut in the face of certain attitudes and end up wishing I had just stayed away.

     
  12. Oct 23, 2009 #52 of 142
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    True...

    The main point of JB's post was the entitlement mindset overall...not any specific person.

    In that regards...there is plenty of evidence out there....but lets not turn this into a political discussion and perhaps come full circle.

    You are right Microbeta...how the specific rewareds are determined is "interesting"...but I'm not sure we'll ever figure out the "secret sauce" for that. :D

    I'm glad some folks got something. Contrats and enjoy.
     
  13. Oct 23, 2009 #53 of 142
    drded

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    In addition to entitlement we have a whole lot of people who think what they think is all that matters. Civility and manners are becoming extinct.

    Dave
     
  14. Oct 23, 2009 #54 of 142
    Mike Bertelson

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    Regional marketing...now that's and interesting one. At least that makes a little more sense to me then marketing to individuals.

    I'm in CT and got the Sports Package gift. Any one it CT/northeast/New England get the Sports Package?

    Mike
     
  15. Oct 23, 2009 #55 of 142
    ProfLonghair

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    If I am paying my money for something, then yes, my opinion matters. I didn't say mine is the only valid opinion. If I am incorrect, please, explain why? I've been married almost 11 years, I'm plenty good at being wrong :)

    I don't just complain. I've done just as many calls to thanks for service well done and point out thins that have gone right as well.
     
  16. Oct 23, 2009 #56 of 142
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    It certainly does, just like any other posters. You bet.
     
  17. Oct 23, 2009 #57 of 142
    tkrandall

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    Interesting. I would like the sports pack (mainly for soccer). No complaints here but I got Showtime channels last year for 12 months. This year they extened Showtime for 3 more months. Both this year and last year I wrote back through the feedback link saying thanks, but would they consider offering a choice of "gift" in future years. I specifically mentioned the sports pack both times. (I really find hardly anything interesting on the Showtime channels.) They replied this year they could not do such a thing (offer a choice such the sports pack) but did throw in Starz for three months. At least Starz has some movies worth watching.

    Anyway, I find it interesting they gave you the sports pack.
     
  18. Oct 23, 2009 #58 of 142
    JeffBowser

    JeffBowser blah blah blah

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    I got the sports pack a month ago as an "anniversary gift". It wasn't my anniv, and I had just received some free PPV's a few months prior for an "anniversary gift". Go figure. Never used the PPV's, and watched a sports pack channel once to see how Michigan was doing (college football), one Saturday when I didn't have to mow grass instead. That's about it for me.
     
  19. Oct 23, 2009 #59 of 142
    drded

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    Basic manners regarding a gift means graciously accepting it. Not arguing or debating with the giver about getting something else. Emily Post rules of etiquette have taught that for years. That was my point! Another poster also made the same point.

    Dave
     
  20. Oct 23, 2009 #60 of 142
    Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    Interesting but I'm not sure this falls into the usual meaning of a gift.

    I could argue it was a marketing ploy and not an altruistic act of giving.

    I could also argue that being polite to someone who gave you a gift you didn’t want is different then receiving a “gift” from a company that you pay for services provided; a company that relies on you and other customers for their very existence.

    It’s just a discussion. There’s no reason to read more into it then that. If it bothers you then maybe it’s time to ignore it...which, BTW, is just a suggestion and not a criticism. :grin:

    Mike
     

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