Ada sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
6-26-2016
Dear Michael White;
I saw your segment on Undercover Boss. You came across as a person who is sincere and concern that the company that you lead is doing the best for its customers. I believed you when you said the customer must be 100 per cent satisfied. I hope that my concerns will be addressed favorably for both of us.
I have been a loyal/value Direct TV customer since 2005. There have been times I did not pay my bill on time, because I was protesting the charges. Once the details were worked out and an understanding reached, I did pay in full. I do not think you treat a loyal/valued customer with the same way the company seeks our new customers.
Every year I must call in to seek special deals. If, I miss the deadline for calling in, my bill sky-rockets. Your company sends out flyers advertising great rates for new customers. I receive these flyers, but when I ask for the newcomer’s rate I am denied. Just how valued do I feel at those times?
I will give you an example: I received in the mail a flyer that offered a very good deal.
I was sent a flyer advertising 240 Plus channels, New Monthly Equipment Fees Included for up to 4 rooms, New HD DVR Monthly Service included, HD at no additional cost, No extra cost for 3 months for HBO, STARZ, SHOWTIME AND CINMAX, ALSO 2016 NFL Sunday Ticket included at no extra cost. The package deal $75 dollars a month with a 24 month agreement. This offer ends July 13, 2016.
When I called today seeking a possible way for me to retain the DirecTV service, Ann gave me a $35 dollar discount on my presence service. But I wanted to get the flyer offer and upgrade in equipment since it was set to me in good faith. But, was told I did not qualify for this deal because I am an old faithful customer. Ann said I could get this package but it would cost me $115.00, minus my $35 dollar discount. This means I would be paying $80 dollars plus tax per month. With the flyer deal of $75 dollars and with the $30 dollar discount they offered me for this year, I would only be paying $45 dollars plus tax a month.
Mr. White, as CEO of DirecTV, the goal was for every customer to be 100 per cent satisfied. How can I be satisfied when I am treated with no respect, value or loyalty as a long term customer?
I am 77 years and have blood cancer. I can not afford $80-$100 dollar billings. Each year it becomes an issue rather or not I will have the time or energy to ask for something that in my opinion needs to be granted to those customers who are loyal/value.
I appreciate the time spent reading my letter,
Ada
