xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:Hi, my name isxxxxxxxx x. (ID xxxxxxxxxx). How are you today?
xxxxxx xxxxx:Fine, you?
xxxxxxxx x. (ID xxxxxxxxxx)DIRECTV:I’m in most content and I’m glad that you are too xxxxxx! Thank you so much!
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:I hope your 2015 is dong great so far. How can I help you on your account?
xxxxxx xxxxx:So a couple of things. My bill went up in September and again in January. Why?
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:I take care of my bills too and I understand how you feel about seeing a higher bill than expected. We can take a look into that for you right now to see what’s going on xxxxxx. Rest assured that you got my full assistance today.
xxxxxxxx x. (ID xxxxxxxxxx)DIRECTV:I have the account now xxxxxx. Can you spare me time to check your account if you wouldn’t mind?
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:Thank you so much!
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:I do appreciate you working with me on this. Thanks for the wait xxxxxx.
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:As I checked the bill from September you are paying around $180, the difference came from the price change we have effective this month. That would be $5 for your base package and $.50 for your equipment fees. Aside from that nothing has been changed on your account. We have disseminate notifications with the bill starting December.
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:We have done this the last few years, since our programming costs keeps changing. But we’re proud to keep our increases to a minimum and still offer competitive prices at a great value.
xxxxxx xxxxx:Well, you removed the autobill discount, the discount for premium channels, and the advanced receiver credit as well.
xxxxxx xxxxx:I get the feeling that DirectTV does not care about their customers after two years
xxxxxx xxxxx:and since I am no longer “under contract” with you, I would be free to go find another provider that can provide me the same if not better service at a much discounted rate
xxxxxx xxxxx:It feels as though that once the two years are up you revert back to “normal” pricing, whatever that may be in hopes that the customer does not notice
xxxxxx xxxxx:I get your “explanation” about why there was a difference between the base package and fees. But that does not explain why you penalize customers that stay with you longer than two years
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:Thank you so much for sharing your honest perception on this matter xxxxxx. But be assured that this is not the feeling we would want you to have.
xxxxxx xxxxx:I bet not, but it is, in fact the feeling I do have
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:We know you have a choice when it comes to programming providers, and we must work hard to earn your loyalty xxxxxx.
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:As I have checked here on the account those discounts are indeed good for 24 months thus if you look for options and ask assistance from us to lower the bill we could have done something to help you.
xxxxxx xxxxx:I love canned responses…that too makes me feel so important
xxxxxx xxxxx:Why should I have to “ask” for assistance? I dont get that. You should be rewarding me for loyalty
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:Im sorry if you felt that way xxxxxx, we cant track all accounts from here and we are always here to assist you when you need to as well and US customers should also track our bills. But I do get your point and we do appreciate your stay with us. be assured that we also offer existing customers different types of promotions to show our appreciation.
xxxxxx xxxxx:and that would be…..
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:There’s only one thing I have in mind now xxxxxx. I plan to let you speak to our Account Specialist that handles competitive offers so you would not go through any hassle of switching. By that you can smartly weigh your options,
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:While the are reachable over the phone, I want it to be convenient for you reaching them. I will give you a pin and a direct phone line so you will get an immediate assistance, if that helps?
xxxxxx xxxxx:Sure…I cant wait to post this transcript to my blog…
xxxxxxxx x. (ID xxxxxxxxxx) DIRECTV:As your time permits xxxxxx, you may call us at xxx-xxx-xxxx between 8:00 AM and 1:00 AM daily. When the system asks for a PIN, enter xxxx (this PIN is good for five days). Rest assured that my partners will take care of your bill and look for options that suits your needs.