I wouldn't say it (linear Cable and DBS) is a sinking ship. It is contracting, slowly but surely. It will change and adapt. DBS might eventually get merged down to one provider in the future, however, it (DBS) is going nowhere. It will be around in some form. Echostar/Dish and DirecTV are spending hundreds of millions on Echostar XVIII and DirecTV 15. Not to mention, there are MILLIONS of rural and even suburban dwellers where there is no cable penetration and no decent broadband to support going OTT or IPTV only when it comes to HD feeds and for sure 4K in the future. You have to remember not everyone has access to fast high capped or uncapped broadband, so anything like SlingTV or Apple and Sony's OTT service is a no go. There will always be a need for satellite in remote and sparsely populated areas, where there is a smaller but still sizable market to serve.
There are also the bank foreclosed homes in bad neighborhoods, there are homes that are being held onto as an investment with the perception that the market will go back up again(mainly by companies such as 21st century homes). There are plenty of reasons homes would not be filled, and the fact that the majority of homes are actually owned by banks or housing companies because of their loans in a bad market(2008). Do I think homes were built that need filled and get filled by first time occupants... Yes... But i also know that people and companies will hold on to sentiments and investments as long as possible.
Your average TV consumer tends to stick with their local cableco or Dish or Directv and doesn't jump ship every time something doesn't go their way. They see a commercial from a competitor and think, "Ehhh, I'm happy with what I've got". Remember, most people don't like change....
I've told people for years that I call Time Warner for better internet rates or ATT for cheaper DSL (when we used them) or Dish or Verizon for discounts and I get the same response every single time: I didn't know you could do that. I bring this up when they're complaining about the rates from some provider they use.... I always let a few weeks go by and ask them what sort of deal they rec'd from company 'A' and none of them have ever followed through.
I have no problem when people ask, or even get credits. I do as well. My biggest point I should make is do not take a denial of a credit as an insult. Most people in today's world think that they are entitled to that. Most do not realize that credits are courtesies. If you get one, cool. If they say no, say "damn, that sucks, maybe next month"
That's probably nothing more than indicative of the kind of the day the rep is having, I think. If they're allowed to give stuff away, they can and will. Well, unless they're in a pissy mood, for instance ! No rep is going to give credits or discounts if they're not allowed to (besides, their "system" should block them if they try).
There is that... And sometimes customers are just jerks. I loved giving credits away... But if you felt entitled and wanted to be a straight up dipshidiot because you feel that call center employees are less human than you... You didn't get anything from me. Respect worked both ways. At that point I did the minimum mandatory Dish asked of me. But even with call length goals, I wouldn't mind spending an hour on the phone with an older lady who was really trying to help fix her system, and was really just working with me. I didn't care about my bonus at that point(based on several factors), I only cared about doing my best for that customer. I don't know if there are more of me's out there, but I certainly do hope so. I also hope there is not CSRs that feel like playing God because they control what credit you get. Those jackasses can go ahead and turn in their headsets immediately.
You would think... Unfortunately it has to be said. Just like CSR should not provoke someone to be a jerk. The relationship should truly be symbiotic. The CSR should realize that they want this person to make them look good, and the customer should realize that by befriending the agent... well... Flys...honey...vinegar...
Well, you are the one fishing/asking for credits. Perhaps a little guilt is fair exchange.
I know when I was there, we were encouraged to right size folks, rather than issue credits. The real phrase is "Lets look at your programming and see if we may be able to lower your package and save you some money there, to start off". You never want to lead them to credits if you can avoid if, but you also do not want to make it sound like you can manage their finances better than them. It was a happy medium.
You either missed my point, or I yours. Mine...endure the little guilt trip if you end up getting what you want...then don't complain about it later.
