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Free NFL superfan?

Discussion in 'DIRECTV General Discussion' started by colt, Aug 11, 2007.

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  1. Dazed & Confused

    Dazed & Confused Godfather

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    Jun 13, 2007
    I am in my 11th year with D*, and I agree in principle with what you are saying. I may not have used the same words:D , but I do agree with a lot of what you say. Every time I see a thread that starts off with "what do you think I can get for free" it just drives me up a wall. Yes, everyone is entitled to try and get the best deal they can, but it is all the constant looking for things to call and whine about in order to get something for free that drives me nuts. How do people think D* pays for all the freebies in order to maintain the bottom line? I can pretty much assure you that all the freebies each year show up in the next pricing structure charged to all subs. D* is a business and they are not giving anything away that won't be recouped somewhere else.
     
  2. Bly

    Bly AllStar

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    Jul 9, 2007
    First, a phrase I live by, when we were born we were issued birth certificates, not fairness certificates. Life isn’t fair, get over it. I will also say I’m not usually a complainer, out of the thousands of meals I’ve ate out I’ve only complained twice, I tip well in restaurants so I get treated well.

    Now I’m going to speak out of the other side of the mouth, and I openly admit it!

    D* pisses me off! I wish they’d treat customer who don’t bitch just as well as customers who do. I hate calling and asking for free stuff, I hate calling and having to haggle to feel like I’m not getting bent over the counter and f***ed.

    I wanted ST and Superfan, but I couldn’t take just 2 minutes on the web to order it because I’d have to pay full price. So I wasted an hour of my time on the phone. Last time I looked $99 is more than I get paid an hour at work, so it’s worth it to haggle with them, and I knew they’d give it up for free to get me onto ST. I wasn’t a jerk, I just asked nicely until they gave it to me.

    Why waste an hour of my time and an hour of CSRs time?

    I’ve never seen a corporation play games like this one, but it is the reality of how D* operates. DTV has caused this nightmare by giving away stuff for free, if they think for a second this information isn’t going to end up out on the internet and cause them more heartaches, then D* is crazy. So I will play their game, and I plan on being a nice jerk about it. I plan on getting everything for free that I can. Why? Because they waste my time making me call to get treated... ugh.. fairly. Yes, I’m a hypocrite of my own phrase.

    But I will make no apologies about it. For 10 years before I found this site I paid for everything at regular price. I never once called. I never once bitched. I figure over those 10 years they took me for a couple grand I could have gotten for free.

    They treated my wallet badly because I didn’t complain, so with D* it pays to complain nicely. It pays to be blunt and honest with them. I don’t waste time playing games, I tell them point blank I know people are getting it for free, I have read 100’s of posts on the internet. So do it for me or lose my business.

    Maybe one day they’ll stop playing the game, but until they do… they should only expect it to get worse.
     
  3. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    Totally agree with you about D* practices. As I said in another post. If they would just have a consistent structure setup for programming "rewards" and the such then it wouldn't be a situation where the entitled feel the need to complain until they get what the "guy next door" got.

    Maybe you are just in the wrong line of work then and you might change your perspective. $99 is a discount for an hour of my time. I don't like throwing money away but at the same time I just look at it like, "is my time worth it?".

    For example, I ordered a large ticket item yesterday and forgot to put in the "FREE SHIP" promo code and instead of calling to get it corrected, the $8 wasn't worth my time. I guess it comes down to what your time is worth and what you feel you "deserve".
     
  4. JFHughes08088

    JFHughes08088 Godfather

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    Mar 24, 2007
    When we signed up, we made a value vs. cost decision at the time of purchase. As a business, D* stock is valued at the level of revenue, less expenses. For the company to grow, it needs to increase its subscriber base. Come-on's such as free HBO for several months, etc, etc etc are short term benefits to get the customer to switch from its existing content provider.

    Think of it this way - If D* were not increasing its subscriber base, it wouldn't invest nearly as much as it does by launching new brids, etc. They spend up front with the hope that we pay later. So far, we still pay. D* guesses at how much we are willing to pay. We validate that guess or reject it with our programming purchase decisions.

    Do I like price increases to the cost of ST and SF? Of course not. Every year, I vote with my wallet.

    Imagine what the landscape would look like if another content provider were able to broadcast all NFL games? To me, I really don't care which company sents the content across a piece of wire. NFL ST has been and still is the differentiator for me.

    Don't look too long in the rear view mirror, the view won't change........
     
  5. jsquash

    jsquash Legend

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    Apr 10, 2007
    I called about Superfan during the draft and was told that I would get it for free. That is the only reason I expected it for free. The first year D* offered it, I payed $49 for it for half a season. Then the next year they gave it to me for free because so many people complained about it. So when I called during the draft and was told that I would get it for free I was happy. That call took maybe 15 min. That is worth $99 to me. Later it showed up on my bill, called again, another 15 min and the CSR gave me credits to make up for it. The only other time I ever called to get something for a discount was when I wanted to upgrade to HD DVR. I have called other times because of billing mistakes on their end and have been offered free credits but never asked for anything. As for new customer deals, that is part of doing bussiness. It is much harder to bring in new customers than it is to retain old ones, so they give better deals to new customers. It works the same way in other situations like cell phones, internet, and home phone service. The new customers only get those deals once. So next year the new guys will be in the same boat as us and will not get the new deal.
     
  6. dbmaven

    dbmaven Icon

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    May 29, 2004
    While that is true, there's a follow-up. If, as a business, you don't keep your existing customers "happy" (the definition of what that is can vary widely), you risk losing them. And it appears that if the reason a customer "walks" is due to a perceived "value proposition" (someone else is offering the same service for less, or better service for about the same cost), then it is several times more costly to win them back than it is to keep them in the first place. This is exactly why there are "loyalty programs" - think of the hotel chains/airlines/credit cards with "points" programs.

    DirecTV is certainly entitled to run their business as they see fit, but it continues to amaze me that they don't have a single, structured set of offerings - one set for new subs, one set for existing subs.

    Playing CSR roulette is costly in this day and age of instant information (via sites like this and the power of the internet). It costs them revenue and potential profit when CSRs "give stuff away" - it costs them in retention and ill will when CSRs don't give stuff away, and it costs them a ridiculous amount in staffing costs - because the average call time is higher and calls per hour/day/week handled is lower (longer time on the phone 'negotiating', more call backs looking for a better CSR, etc.).

    But they have chosen this model, and it seems to work for them. To expect people not to "play the game" is unrealistic - and they get all the downsides mentioned above, as well as whatever upsides exist (which we can't see and don't know).
     
  7. jsquash

    jsquash Legend

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    Apr 10, 2007
    You are totaly right. There should be some sort of reward program and that would take care of alot of the problems.
     
  8. al2

    al2 Legend

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    Aug 27, 2007
    Think about this. D* customer base is very large. The amount of customers who call to get better deals with CSRs is very low. All the people I talk to outside of these forums don't even have a clue :eek2: about calling for better deals and promotions.:confused: It seems like a large issue here but to D* its probably minimal and thats why I believe it continues to go on.
     
  9. Dr. Booda

    Dr. Booda Godfather

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    Jun 18, 2007
    My D* experience mirrors yours. Same amount of service time, same lack of need to complain. I have only called them two times in ten years about programming charges, and both were in regards to Superfan.

    In 2005, a CSR directly lied to me when I asked if I needed to order Superfan to get HD games. She said no, I have NFLST already. A second call elicited the same response when my wife called to confirm as I didn’t believe them. Well, after they shut off my HD feed in week 2 of the season, I went off on them as it was their mistake and got the service for 50% off. Not free, but 50%. I was happy with that.

    Yesterday marked the second time I complained as I learned about the deals that new and old subscribers were getting, as I didn’t pay for the Superfan at all last year (D* choice). I was able to get the charge reversed, but threatening to cancel service isn’t something I want to do often.

    I have no issue with people bartering until they’re out of breath, but I’ll do it only if I feel the need to. There are better and more efficient ways to run a business, but for now it’s D*’s chosen model. It is what it is.
     
  10. JFHughes08088

    JFHughes08088 Godfather

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    Mar 24, 2007

    The upside they get is subscriber growth. DirecTV added 409,000 customers this year (through June, 2007), which represents a 5% net subscriber growth - Nice numbers indeed. Hey, I've been a customer for 11 years and this year, only paid $69.00 for an $800 HD DVR. I would say they continue to invest to keep my business............
     
  11. alant40

    alant40 AllStar

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    Oct 8, 2006

    This is why I don't post, and just read. However, what you call whining, that is your opinion. Opinions are like ass holes, everyone has one. I was pissed because I was TOLD that I would be getting the SF for free. I was told this point blank. What do I do, rollover and play dead!! I have received SF for free the past 3 years; why, because I was told on each and every occasion that I was an A list customer. "You've been with us since 95 mister so and so". Remember when they used to use that crap ass phrase on the phone!! I never asked for it for free, in fact one year they had a promotion for half price. I paid the fee and received a credit a month later. Never ASKED!!!


    I read all the time what the RET people offer those on this site. What do you think I do, jump off the couch, call RET and bitch for freebies. I'm not that anal! 90% of the receivers in my home I received through retention and some sort of promotion, for free!! Showing loyalty is a necessity in my opinion, and DTV HAS shown it with me. I have in return by paying what I pay for service. Let's put it another way; only a fool pays for something they were told would be for free. My guess is you'd have paid the fee to further DTV'S bottom line. Hooray for you. All my "whining" did was force DTV to keep their word, and that was the end result. Now I will go back to just reading posts on this site....:)
     
  12. hoffa

    hoffa New Member

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    Nov 23, 2005
    So I called DTV because I noticed that my NFLST was not renewed. I never got mad or asked for anything for free. I just told the CSR that I wanted it at the early bird special. He basically said no. After 4 times on hold and countless offers (remember all I wanted was what I should have gotten). He told me I could have the Premier package including NFLST for $69.99 for 4 months. I then added Superfan for $33 for 3 months. I think this is a great deal. I did the math and i am saving $322.94 over 5 months (or $222.94 if I got SF for free.)
     
  13. hoffa

    hoffa New Member

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    Nov 23, 2005
    Now that CSR just came back on the phone and told me he would give me the SF for free. WOW I never even asked for it for free. What a deal.
     
  14. SteveHas

    SteveHas Hall of Fame

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    Feb 6, 2007
    Got my Super Fan for free after some whinning
     
  15. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    What a real jerk off some of you people can be here. Conversation was civil, both sides of the debate were discussed and you come in with the ass holes analogy and then crack me for calling out the whiners. Did I call you a whiner? No. Whom did I refer to when talking about the whiners? Let me help you out since you are not really understanding all that "reading" you are doing. I called those people whiners that always want something for free and can't stand that the guy next to them got something they didn't. I have NO PROBLEM with you calling to get what YOU were promised.

    No just relax, trade in your thin skin for a thicker one so you can get back to your task of reading.

    ps. SteveHas, nice job of perpetuating ignorant posts. You think your post was comedic but rahter we all know the reason for your post if to stoke a fire. Nice.
     
  16. alant40

    alant40 AllStar

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    Oct 8, 2006
    Pardon me for my thin skinned reaction, but when you quote my entire post and then proceed to start with "Some of y'all are some serious whiners", I concluded you were referring to me. When you state that "Honestly, nobody gives a rats behind what you paid for your equipment or how long you have been a subscriber", well I take that just a bit personal. Some members on this site might be curious to know what a setup back in the day originally cost. Obviously you don't. I was discussing loyalty and in that vein I mentioned what the price of the system cost me and my length of time with DTV. The fact that I had to go through hoops to get what I was promised only underscores the issue.

    As for being thin skinned, NOT! I live in NY; no one from behind a keyboard that lives a thousand miles away and who I will never ever meet will EVER get under my skin. I found it quite amusing actually and now I will go back to reading. Thanks for the banter...:)
     
  17. 996911

    996911 Go Pack!

    813
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    Aug 24, 2006
    Tobacco...
    My apologies. I really need to work on my quoting practices. I tried to capture the "essence" of what you said, yet applied it to all.

    Looks like I need to do some reading myself :)

    I'm relatively new to this online forum thing so I'll get the hang of it soon. Just so hard to read people sometimes and stuff just comes across one way when it could very well have been intended another.

    What we need is video posts! Then we could really know what people mean. I think.

    ......and now back to our regularly scheduled programming (no pun intended :D ).
     
  18. alant40

    alant40 AllStar

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    Oct 8, 2006

    No problem...Video posts, now there's an idea....:D
     
  19. hoopsrgreat

    hoopsrgreat Legend

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    Sep 4, 2006
    We are all customers of D*. If joe schmuck is getting something for free, I want is for free also. PERIOD. You can call it whining if you like< i dont really care. I HATE calling in to D* to complain about anything. I love D*. But when I come on these forums and find out many people are getting something for nothing, I simply call in and want the same. I dont call and ask for something for nothing that others arent getting.


    I have an hr10-250........ Free
    Hr20.............free
    H10...........free
    2 SD tivos.............free

    If others are getting it, ill call for the same. Customer jack is no better than me.
    When d* stops this game, ill stop calling.
    Hey, foot ball is next week...... lets all be hapy:)
     
  20. generalpatton78

    generalpatton78 Godfather

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    Dec 17, 2003
    Seriously people should be happy we can get these deals D* has earned my business by doing these things. It's all about the bottom line for them and if they can offer me a special for ST and SF and make money then great. People should be happy somebody got a special. That's why I shared what I got and appreciate it when others pass along that news. So I don't want to hear people complaining about D* not offering you this or that, because if it's a choice of offering everybody something or everybody nothing you can be sure D* will choose nothing. We all take what we can get and it doesn't hurt to ask for something free. I hope you all can get a deal but if you can't don't be a hater to those that could.
     
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