A week ago, I penned an article on what steps the ‘new’ DIRECTV could take to succeed in an increasingly competitive pay TV environment. (DIRECTV later this year is scheduled to become a separate company with AT&T retaining 70 percent and private equity firm, TPG, assuming 30 percent.) My recommendations included adding more 4K and sports channels, keeping a slice of the Sunday Ticket after the 2022 season, and fortifying its customer service effort.
To no surprise, the story prompted an outpouring of comments from DIRECTV subscribers, many of whom offered their own suggestions on how the satellite TV service can succeed in the coming years. The new DIRECTV executive team, when it’s assembled later this year, might want to take note that improved customer service was cited more than any other wish for the future.
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Below are the highlights of approximately 50 comments we have received since the article was published. (Note: Punctuation and spelling has not been changed to maintain accuracy.)
“They need to move the customer service back to the United States. It is very hard to understand the overseas customer service representatives.” — name withheld.
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“Agree – one cannot understand most of what customer service from the Phillipines (sic) is saying. Also DTV must stop repeating line after line of content on the schedule which just repeats the prior line or lines, stuffing their schedule with useless titles just to fill the space!!!” — Richard Beaudry.
“I’ve had both dish & currently DirecTv for many years, was very happy till ATT came along, ZERO CUSTOMER SERVICE! If they go back to what they had before ATT I’ll think about staying but as of now I’m always looking for another option.” — George
“I had Direct tv for over 40 years, in west virginia, and later in Florida,, but after AT&T took the service went to “H,,,” and the prices went crazy$350. a month, way to much , so it went online and its a lot cheaper.! and I was told by AT&T when i had asignal problem “get a ladder and move the dish myself, or pay for a service call of $75 plus. That was the last straw! Direct tv had great service prior to AT&T TV was trash!” — Gary M. Ray.
“As someone who has Directv since 99. Your comments about customer service and sports are spot on. I have told At&t customer service multiple times that if you kept Directv customer service you wouldn’t be hemorrhaging customers. Yes they need to keep Sunday Ticket.” — Alex.
“They should also update their channel guide to include all channel logos like every other provider does. Their current user interface could also use a face lift.” — Bruce.
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“DIRECTV was a gold mine before AT&T bought it. Had that exchange never occurred it would have continued to thrive. It was AT&T that drove it into the ground. Having been an AT&T customer for I am mobile phone I can attest to the poor customer and the lack of any technical expertise Whether it’s building a website or supporting their product offerings. DIRECTV will be fine.” — Jeffrey.
“First, MOVE CUSTOMER SERVICE to the USA or Go OUT of Business. Al-a-Carte is the ONLY way to survive.” — S. Taylor.
“Another idea that might prove successful is that they introduce a loyalty program to give their loyal customers special deals…” — Mike.
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“All of your suggestions merit looking at by the “New Direct TV” but the best idea is for Direct TV to figure out a way to compete with streaming channels. Like many Direct TV users I live in a rural area and currently surrounded by the government plan to bring fast internet to the rural areas. However, fast flex fiber is not coming down my road and talking to the installers I will not see it anytime soon. Direct TV should also work on bring fiber internet to customers because I would stick with Direct TV if fiber ever comes down my road if they could offer a combo of TV, internet, and some version of streaming since I have been with them for 18 years and except for the drop in customer service when AT&T brought the company they have been good years.” — Bcrd5000.
“Only way they will succeed it is to cut all ties with att and any ideology carried over by att exec’s they ruined direct tv with thier nonsense and lack of insight on how to treat your consumer and support.” — Timothy Jones.
“Customer service is terrible and I have had direct tv for over 25 years and can see how it has changed.” — Lydia E. ReMalia.
“They need to get rid of the contract deal, I feel that if you’re not happy with the services then you should be able to cancel it.” — Salpi R. Wolper.
“I have three words that can save Directv: Al a carte.” — Timothy Clark.
“Best case, Hire Phillip (Swann) to run DirecTV.” — Thom R.
Have a question about new TV technologies? Send it to The TV Answer Man at swann@tvpredictions.com. Please include your first name and hometown in your message.
— Phillip Swann
Gary must have been in a very early beta testing program! He’s been a customer for more than 40 years, which is at least 13 years before Directv was launched on June 17, 1994. He must also have some sort of platinum tier service to be charged $350 a month. This kind of ridiculous comment deserves to be called out, as it overshadows legitimate feedback.
“About” 40 Years was when I had the BIG 12 Foot Dish.
The Programming was FREE. (That was the GOOD OLD DAYS)
It wasn’t even called DirecTV back then. As I remember Hughes, Thomson, and Hubbard (USSB) were the names that were associated with Satellite TV service.
On December 17, 1993, Hughes launched the first DirecTV satellite.
DirecTV would become the first all-digital TV system and the first small-dish DBS system
The DirecTV system cost $699 (plus installation) for a dish and receiver. Service started at $21.95 a month, and subscribers could access up to 75 digital basic and pay channels.
That number doubled when Hughes launched a second DirecTV satellite in June 1994.
Gary must have been taken by a Con artists.
Add an App Store to the Genie box. Why do I have to go to my Apple TV or Roku to use HBO Max? The Genie is already connected to the internet.
I had Direct TV since 1995 and had the ABC, CBS, FOX and NBC out of market channels till last year. This is a major problem for people in areas without local coverage, no internet and/or are full time RVers. Now they push you to local channels that you can not get out of area so when in your RV you really can not watch them. Add in that the price has gone way up and the lack of anything near customer service is gone. Now the best TV service has quickly become the worst. Waiting to see what happens in the next few months but if they can not get it together I am jumping ship after 26 years. It is a crying shame that a major company like ATT has destroyed our great TV service.
As bad as I hate ATT, it isn’t their fault you lost the distant networks. (I lost mine too) You lost them because of legislation pushed through the Senate by Lindsey Graham. It is now illegal for Directv to offer them.
Many good suggestions. I’ve had DTV since 1995. The biggest struggle is trying to keep costs down. For many years the cost of the service didn’t go up. Now the price goes up every year for basically the same service. They have been good to me in terms of getting yearly deals, but the only way I can do that is to speak to higher level customer service in the US. I never get anywhere with their overseas call centers. They are not empowered to make any deals unfortunately. I really like the A la Carte suggestion.
I remember well, the “big Dish” Remember what killed it?
ALA CARTE!!!
How ?
as you will soon see, there are so many different places you have to buy from, you end up paying the same or more, for 20 channels you want, getting still 40 more you don’t want, this adds up to more than your cable/satellite bill, for streaming….
Directv needs to differentiate itself be by being the super premium traditional tv service provider. No more nickel and dimeing over content leading to blackouts, and carry every sports channel out there no matter how obscure. It’ll cost a premium but Directv will never be able to win on cost.
First, MOVE ALL CUSTOMER SERVICE BACK to the USA.
Tech Support, Billing, & New Customers Reps.
or Go OUT of Business.
Al-a-Carte is the ONLY way to survive.
Offer ALL NON sports channels in (3) Packages.
Basic Package: (20 channels), [Includes: LOCALS, ALL Major Networks,
[ABC, CBS, NBC, CNN, MSNBC, FOX & The Weather Channel]
Medium Package: (40 more channels) and
Complete Package: (ALL NON sports channels)
NO Sports in Any of above Packages.
Then have ANY or ALL Sports Packages as an ADD ON to ANY of the above Packages.
Plus offer “REASONABLY Priced” Movie Packages.
DirecTV Movie Package, HBO, Showtime, Cinemax, The Movie Channels, Starz, Encore,
APPS for: Netflix, Amazon, hulu, YouTube, etc.
Offer an EASY to READ Program “Comparison Guide” on your Web Page. Like the OLD Days
Move DVR Service to the CLOUD, Eliminate Receivers, (NO more Fees)
FREE Whole Home DVR service for ALL TV’S
“ALL CHANNELS in High Def.” – NO HD Charge.
Offer ALL above Programming thru a DISH or the Internet.
ELIMINATE ANY CONTRACT..
FORCE the Programmers to LOWER the Program Costs
Have the NEW Company RUN the SHOW.
DON’T let AT&T have ANY say in ANYTHING
Do it, What do you have to loose ?
DirecTV would WIN back a Bucket Full of Customers.
nice rules, pie in the sky, tell you what? buy Directv and make it happen…..
I tried, AT&T did Not like my offer.
AT&T Thought tooooo many people would subscribe.
and would destroy their Horrible reputation.