Direct TV Retention Dept Gets A+

Jim Bob Jones · 01-15-2008, 07:48 AM

Lucky is right. I've been a customer for over 12 years and I would rate customer service fair at best.

Logic 7 · 01-15-2008, 09:30 PM

I just got off the phone with the worst retention person i've ever talked to. My, as well hundreds of other peoples HD sat receivers quit displaying D* programming 5 days ago. I told them that I had to have something that had an OTA tuner so I can record my locals and he was like "you'll get what you get" which is totally unacceptable because a replaced receiver means a new 2 year commitment.

Jim Bob Jones · 01-16-2008, 09:06 AM

See what I mean. Now that's the DIRECTV we all have come to expect and love to hate. Sorry Logic. Your experience is all too common. Serious competition is what's needed.

cpetry · 05-24-2009, 09:56 PM

I'm glad they helped you guys out, and they are an A+ in your book. I have been with DirectTV for over 12 years. I canceled my service with them today.

I called, for the first time, asking for one thing, new equipment, as my receivers are so old, and one has failed on me. They didn't want to give me two new receivers, for both bedrooms. They would only give me one receiver, and a 10 dollar discount for a limited time (12 months).

I told them, this is the only chance they'll have to negotiate with me, as the next phone call will be made to cancel the service after I talk to Dish Network.

Well, I called Dish Network, and they gave me one receiver, as they make a receiver that will allow you to watch two different stations on each TV at the *same* time. They are the only company to manufacturer this kind of receiver. The cost of the package was also just lower, even with DirectTV's retention discounts.

DirectTV's argument was "I would have to re-learn my stations.." That's all they had to say to me about switching, yes, what a compelling argument to someone who's been with them for 12+ years.

Thanks, but no thanks, when I called back DirectTV to cancel service, then they wanted to bargain, and offered me two free receivers. I told them it's too late, and I don't have time to play games with them, either you come at me with your best offer the first time or you don't.

I told them they might want to have a chat with the first guy who refused to help me, after all, this residence has been with them for over a decade, and they didn't want to just upgrade our equipment for free.. I will not pay for hardware, why should I? It's free for new customers, why should you have to pay for that, just give me free hardware and re-new the contract, that's where they are suppose to make money.

DirectTV concluded the call with canceling my service, and noting into the account that if I changed my mind I could re-activate the account later with the offer the gave me. Honestly, I'm not planning on it, as after comparing my old service to what I get with the Dish Network, I get more channels, for less, with new hardware.

joed32 · 05-25-2009, 08:20 AM

Quote:

Originally Posted by mcbeevee

I've been calling Directv for over 8 years, and I've never talked to a CSR who "could not speak English".

Me too.

Idok · 05-28-2009, 09:00 PM

I had the same thing happen but in reverse. I had been with Dish for about 6 years and when I bought a new HD TV wanted to get HD programming and needed new equipment. Dish said I had to buy all new equipment. I called Direct and got new equipment, install etc. This was 2-1/2 years ago. I tried to upgrade to DVR a couple of months age but Direct would not budge,even though they had recalled my HD receivers because of overheating defect (and forgot to tell ME) and were sending replacements any way.
It seems to me that cell phone companies the satellites providers etc. would come out way ahead by preventing churn of their customer base. They should at least offer longterm customers who pay their bills on time the same deal they offer new customers.

leevitalone · 05-29-2009, 06:07 PM

lets see, I've been with dtv since the 90's, and I have yet to get a denial, bad cs. a far as retention goes, it's all in the finese and how you approach the issue. It's not only dtv but other providers as well. as far as dtv goes, I have had only good experience's. I have in the past asked for too much, or expected more because I run 1 dvr. 3 sd, 2 hd receivers, and we buy the top level package, thinking I'm king shit and deserve more. well the few breaks I do get are worth it besides I've seen dish net. they did piss me off upon raising ppvs. but everything goes up.

Betaof2008 · 06-03-2009, 01:19 PM

I just called Direct TV to get an idea of how much my canceling my service would be since Fios is in my area. After 3 separate phone calls to ALL ENGLISH speaking reps, I just upgraded a regular HD box to HD DVR box. They gave me the box for 199.99 + 19.95 shipping but credited me 119.99. So I ended up paying $99 and got Showtime and starz free for 6 months. Don't understand where they are getting 19.95 for shipping since the installer brings it out (scam), but I am happy.

jrei · 12-29-2012, 09:11 PM

Direct TV is even worse today, hanging up on loyal customers trying to upgrade

I do not get it I have payed Direct TV over $4,350.00 over the years and this is the service I get when tring to get replacement equipment for equipment that has gone bad. I guess Direct TV does not want to keep a customer, that’s really too bad, I guess I just might have to switch DISH Network after all and maybe come back after 6 months and to be treated better. No A+ here, I give them a F.

joed32 · 12-30-2012, 07:48 AM

Quote:

Originally Posted by WolfpackRon

Sorry to have to inform you that i talked with a customer service person located in the Phillipines this morning. I also spoke with a CS person in Idaho who said Directv had reps in Manila. I don't know where the "Department" is located. I have encountered CS persons with "a heavy accent" that were very hard to understand and I did not ask where they were located. However, I am not upset about location or accent. I am worried about a CS telling me one thing and it not being true or it is changed later. Offering $20 off a $69.99 plan and not honoring it later. Or offering a $10/month discount to offset $100 off an HD DVR and having someone tell me later that Directv does not do that. Not sure if this in intentional or not, but it does not make a very happy customer. WolfpackRon.

Yes they do have one call center in the P.I. and I have talked to them once. in all of the years with Directv. They aren't authorized to give out any price breaks so I just asked them something, thanked them and hung up and called back. As for people living here whose English is poor because they were foreign born, that doesn't bother me at all, if I can't understand someone I just call back.

quad4.0 · 12-30-2012, 10:00 AM

Quote:

Originally Posted by jrei

Direct TV is even worse today, hanging up on loyal customers trying to upgrade

I do not get it I have payed Direct TV over $4,350.00 over the years and this is the service I get when tring to get replacement equipment for equipment that has gone bad. I guess Direct TV does not want to keep a customer, that’s really too bad, I guess I just might have to switch DISH Network after all and maybe come back after 6 months and to be treated better. No A+ here, I give them a F.

I think the idea here is to go into it with a positive attitude. after being a lomg time customer, you are entitled to something.A little sugar goes far. I manage to get freebies on a regular basis. It may take a couple of calls because they change the offers I think every day that can be given out. So it may take a bit of time and a willingness to be calm and positive. Other members here will tell you the same thing.
BTW see post number 1.

HiDefRev · 12-30-2012, 09:38 PM

Indeed. I called D* last week to get some info, as I am planning to add an HR34 later in 2013 once my current contract has expired. The first CSR I spoke with didn't have much info, and told me it would be $300 to upgrade. So I thanked her, hung up, and called back. The next CSR was much more knowledgeable, and gave me a good deal of info, including the option of keeping my HR24 and H25 units instead of going with the Genie clients. It all depends on with whom you speak. Just keep calling, and escalate if you need to. .

spokybob · 01-17-2013, 09:20 AM

A year ago, Direct gave me a second DVR for free with extension of contract. When the rebates on my original contract expired, they offered me just $10 rebate for life. Then my first DVR started squealing. I called to request a replacement. The lady said if it works we won't replace even though I have a maintenance policy. I was furious. I called retention telling them nicely to send some boxes because they violated terms of contract. Unless of course he could meet my expectations.
The guy sent me a new DVR and lifetime rebate of another $20/month for life.
Remember Earthlink? The dial-up was all I needed back then. I had a problem and I could not find a CSR that could speak English good enough for me to understand.

quad4.0 · 01-17-2013, 09:29 AM

spokybob is right on track with HDREV and myself. You need a humble attitude.
LIke I said, I get freebies all the time. I have 3 HD dvrs I paid nothing for. INcluding an HD receiver. All free with free instal. All it takes is the right csr with experience and knowledge of what they can do.m And it may take a couple of calls, well I suppose like me, they are imperfect.

06-03-2009, 01:19 PM	#23
Betaof2008 How can anyone watch standard def? Join Date: Feb 2008 Location: Baltimore, MD Posts: 18	I just called Direct TV to get an idea of how much my canceling my service would be since Fios is in my area. After 3 separate phone calls to ALL ENGLISH speaking reps, I just upgraded a regular HD box to HD DVR box. They gave me the box for 199.99 + 19.95 shipping but credited me 119.99. So I ended up paying $99 and got Showtime and starz free for 6 months. Don't understand where they are getting 19.95 for shipping since the installer brings it out (scam), but I am happy. __________________ 50” Samsung plasma HD DVR Direct TV Toshiba AE3 Sony 5.1 surround sound with sub A very comfortable couch 6 pack of cold beer

12-30-2012, 09:38 PM	#27
HiDefRev The Universe is HiDef. Join Date: Nov 2006 Location: State of Relativity, USA Posts: 2,443	Directv Indeed. I called D* last week to get some info, as I am planning to add an *HR34* later in 2013 once my current contract has expired. The first CSR I spoke with didn't have much info, and told me it would be $300 to upgrade. So I thanked her, hung up, and called back. The next CSR was much more knowledgeable, and gave me a good deal of info, including the option of keeping my *HR24* and *H25* units instead of going with the *Genie* clients. It all depends on with whom you speak. Just keep calling, and escalate if you need to. . quad4.0 likes this. __________________ Living Room Panasonic TC-P58VT25 3D Plasma HDTV, Panasonic DMP-BDT350 3D Blu-ray player, Sony PS3 Slim 160 Gig 3D enabled, Charter Cable HD DVR 3D enabled, Onkyo TX-SR608 7.2 3D AV Receiver, Yamaha NS-777 Front Tower Speakers, Yamaha NS-6490 Front Height and Surround Speakers, Cadence C-17 Center Speaker, Acoustic Audio HD-SUB15 Subwoofer, RCA ANT806, Monoprice Cables Master Bedroom Panasonic PT-50LCZ70 1080p HDTV, Sony PS3 80 Gig, Charter HD DVR, Onkyo HT-S6100 7.1 AV System

01-17-2013, 09:20 AM	#28
spokybob NASCAR IN HD Join Date: Feb 2008 Location: NW Illinois Posts: 531	A year ago, Direct gave me a second DVR for free with extension of contract. When the rebates on my original contract expired, they offered me just $10 rebate for life. Then my first DVR started squealing. I called to request a replacement. The lady said if it works we won't replace even though I have a maintenance policy. I was furious. I called retention telling them nicely to send some boxes because they violated terms of contract. Unless of course he could meet my expectations. The guy sent me a new DVR and lifetime rebate of another $20/month for life. Remember Earthlink? The dial-up was all I needed back then. I had a problem and I could not find a CSR that could speak English good enough for me to understand. __________________ Bob VIZIO 55" VIZIO 26" Vizio 32",Directv HR24 HR24 AM21 H24 -Bose

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01-15-2008, 07:48 AM	#16
Jim Bob Jones High Definition is the definition of life. Join Date: Nov 2007 Posts: 1,181	Lucky is right. I've been a customer for over 12 years and I would rate customer service fair at best.

01-15-2008, 09:30 PM	#17
Logic 7 High Definition is the definition of life. Join Date: Jan 2008 Posts: 46	I just got off the phone with the worst retention person i've ever talked to. My, as well hundreds of other peoples HD sat receivers quit displaying D* programming 5 days ago. I told them that I had to have something that had an OTA tuner so I can record my locals and he was like "you'll get what you get" which is totally unacceptable because a replaced receiver means a new 2 year commitment.

01-16-2008, 09:06 AM	#18
Jim Bob Jones High Definition is the definition of life. Join Date: Nov 2007 Posts: 1,181	See what I mean. Now that's the DIRECTV we all have come to expect and love to hate. Sorry Logic. Your experience is all too common. Serious competition is what's needed.

05-24-2009, 09:56 PM	#19
cpetry What is HD? Join Date: May 2009 Posts: 1	I'm glad they helped you guys out, and they are an A+ in your book. I have been with DirectTV for over 12 years. I canceled my service with them today. I called, for the first time, asking for one thing, new equipment, as my receivers are so old, and one has failed on me. They didn't want to give me two new receivers, for both bedrooms. They would only give me one receiver, and a 10 dollar discount for a limited time (12 months). I told them, this is the only chance they'll have to negotiate with me, as the next phone call will be made to cancel the service after I talk to Dish Network. Well, I called Dish Network, and they gave me one receiver, as they make a receiver that will allow you to watch two different stations on each TV at the same time. They are the only company to manufacturer this kind of receiver. The cost of the package was also just lower, even with DirectTV's retention discounts. DirectTV's argument was "I would have to re-learn my stations.." That's all they had to say to me about switching, yes, what a compelling argument to someone who's been with them for 12+ years. Thanks, but no thanks, when I called back DirectTV to cancel service, then they wanted to bargain, and offered me two free receivers. I told them it's too late, and I don't have time to play games with them, either you come at me with your best offer the first time or you don't. I told them they might want to have a chat with the first guy who refused to help me, after all, this residence has been with them for over a decade, and they didn't want to just upgrade our equipment for free.. I will not pay for hardware, why should I? It's free for new customers, why should you have to pay for that, just give me free hardware and re-new the contract, that's where they are suppose to make money. DirectTV concluded the call with canceling my service, and noting into the account that if I changed my mind I could re-activate the account later with the offer the gave me. Honestly, I'm not planning on it, as after comparing my old service to what I get with the Dish Network, I get more channels, for less, with new hardware.

05-28-2009, 09:00 PM	#21
Idok What is HD? Join Date: Sep 2007 Posts: 1	I had the same thing happen but in reverse. I had been with Dish for about 6 years and when I bought a new HD TV wanted to get HD programming and needed new equipment. Dish said I had to buy all new equipment. I called Direct and got new equipment, install etc. This was 2-1/2 years ago. I tried to upgrade to DVR a couple of months age but Direct would not budge,even though they had recalled my HD receivers because of overheating defect (and forgot to tell ME) and were sending replacements any way. It seems to me that cell phone companies the satellites providers etc. would come out way ahead by preventing churn of their customer base. They should at least offer longterm customers who pay their bills on time the same deal they offer new customers.

05-29-2009, 06:07 PM	#22
leevitalone High Definition is the definition of life. Join Date: Jan 2005 Posts: 1,722	lets see, I've been with dtv since the 90's, and I have yet to get a denial, bad cs. a far as retention goes, it's all in the finese and how you approach the issue. It's not only dtv but other providers as well. as far as dtv goes, I have had only good experience's. I have in the past asked for too much, or expected more because I run 1 dvr. 3 sd, 2 hd receivers, and we buy the top level package, thinking I'm king shit and deserve more. well the few breaks I do get are worth it besides I've seen dish net. they did piss me off upon raising ppvs. but everything goes up.

12-29-2012, 09:11 PM	#24
jrei What is HD? Join Date: Dec 2012 Posts: 1	Direct TV is even worse today, hanging up on loyal customers trying to upgrade I do not get it I have payed Direct TV over $4,350.00 over the years and this is the service I get when tring to get replacement equipment for equipment that has gone bad. I guess Direct TV does not want to keep a customer, that’s really too bad, I guess I just might have to switch DISH Network after all and maybe come back after 6 months and to be treated better. No A+ here, I give them a F.

01-17-2013, 09:29 AM	#29
quad4.0 pissoffe Join Date: Mar 2012 Location: right here Posts: 621	spokybob is right on track with HDREV and myself. You need a humble attitude. LIke I said, I get freebies all the time. I have 3 HD dvrs I paid nothing for. INcluding an HD receiver. All free with free instal. All it takes is the right csr with experience and knowledge of what they can do.m And it may take a couple of calls, well I suppose like me, they are imperfect.