TrueVisions is insisting that its customer-relief plan is reasonable, saying that less than 1% of its Platinum subscribers have terminated their subscriptions after the cancellation of six channels on Jan 1.
Birathon Kasemsri na Ayudhaya
Birathon Kasemsri na Ayudhaya, head of content and media at TrueVisions, said only 500 subscribers, representing 0.16% of its total 300,000 Platinum customers, have terminated their subscriptions after the six channels were dropped.
"This number shows that the majority of TrueVisions subscribers are satisfied with our changes," he said.
Platinum subscribers have been most affected by the cancellation as their packages included all six channels.
On Jan 1, TrueVisions stopped broadcasting Cinemax, HBO, HBO Hits HD, HBO Signature, HBO Family and Red by HBO.
Under its customer-relief plan, the pay-TV operator is offering seven new channels -- Warner TV, Paramount Channel HD, Celestial Classic Movies, Food Network, Fox Action Movies HD, Sony and True Film HD 2 -- to immediately replace the cancelled content.
It allows subscribers of less than six months to either end their subscriptions or downgrade their packages. The equipment installation fee will also be waived. It has upgraded its offering for Gold, Super Family, Sport Family, Smart Family and Happy Family package subscribers by one level for 30 days from Jan 1 for free.
Mr Birathon said around 5,000 customers called TrueVisions hotline for more details about the relief plan and opted to stay on with its pay-TV service after the cancellation of the six channels.
He revealed that TrueVisions spent six months negotiating with HBO Asia but failed to reach an agreement to buy only one channel out of the six from HBO. Moreover, the broadcast rights are very expensive.
TrueVisions, therefore, decided to cancel the six channels under HBO.
"TrueVisions still wants to have HBO as its strategic partner because we have been doing well together for almost 20 years. HBO content might come back onto our platform if it can offer us specific channels with no conditions," said Mr Birathon.
He believes bringing the seven new channels can offer TrueVisions customers new experience of watching quality content like HBO.
Mr Birathon added that HBO Asia should have known what TrueVisions would do after the negotiations failed.
This year, TrueVisions plans to invest more to produce its own content, reducing partnerships with outside content providers to create a balance of content supply.
This will also make TrueVisions stronger, helping it serve its customers with fresh content, he said.
"Making our own content will make it easier for us to switch content into any package to satisfy customers without worrying about conditions fixed by content providers," said Mr Birathon.
During the first nine months of 2016, TrueVisions grew 12% both in terms of revenue and memberships. In the third quarter alone, new Platinum customers rose 3% from the previous quarter.
It expects to grow at a double-digit rate this year. TrueVisions' highlights this year include the Oscar Awards and the Super Bowl.