The Haphazard Blog

Every year it’s the same song and dance with DirecTV. They raise prices on NFL Sunday Ticket (or they break up the existing package and add some new features to charge you more to get what you had before). It’s up to $370 for auto-renenwal customers. However, after they “added” the SuperFan package (they took what was included (HD Games) and added a RedZone Channel (awesome) and some other features) for an additional $100 a lot of people weren’t happy. Primarily because they only wanted the HD games and already paid a $10/month HD Access fee.

So word travels fast when they start to offer a customer free SuperFan. Then last year for people who signed up as early birds (same discount as auto-renenwal) would get SuperFan free. That didn’t thrill customers who auto-renewed. So word traveled fast again on how to get it for free like everyone else. So it’s that time of the year again. If you read over at DBSTalk.com or FatWallet people were getting free SuperFan plus $120 off ($20/mo for 6 months) for a net cost of $150.

This is where the fun begins. You have to call and get them to do it. Sometimes a CSR will do it. Sometimes it has to be someone in the customer retention department. All kinds of stories work. The economy, the wife says it’s too much, thinking about switching, my friend/neighbor/co-worker got such and such or even just coming out and asking for it. Plenty of people get shot down and have no luck. Some call right back and get the deal. Some try a bit later and get the deal. Some just give up and are mad. Some cancel their service.

It drives me nuts. It’s all a game. All I want is SuperFan free. It really bothers me that they took something that was included in the price out of the package. They not only bundled it up with other stuff, but they also raised the price of the base package. So to get the same thing you had the year before, the price jumped $120. For every person like Bill Simmons who would pay $2,000 for it, there are people like me who just get it to watch their favorite team all season. DirecTV is smart to bump the price only $10-$20 a season so it’s easier to swallow, but they are pricing people out slowly. This is why they have an amazing new customer offer that includes the Sunday Ticket. They also started to offer this to existing customers who don’t auto-renew this summer.

In the end I went with the loyal customer and it’s unfair that some customers get these deals and others don’t. They offered me $10/mo for 6 months, I asked for $20 and they said yes. It only took 3 or 4 calls.  I think they are all trained to negotiate with customers. You have to push for it. They are perfectly OK saying no and sorry to see if you’ll just say OK. Uncomfortable silences work well too.