Is there a direct phone number to diretv retention?

[vid53]

Just wondering if there is a direct number?

[BlueSnake]

There currently is no direct number to retention. You have to ask to be transferred to retention.

[HDTVsportsfan]

They changed it to a PIN access option about 6 months ago. The number was being abused. Too many people were calling for non-retention related issues.

[surfbird]

NO.. I work retention.. NO..

[armophob]

I have not had any trouble getting right to them in the past. I had one particular dispute that they escalated to them fairly quickly without raising my voice. Maybe my pitch, but not volume so much.

[surfbird]

oh that number.. (one w/pin) I think it is almost the exact number that is given for recall for technical. I don't use the pin number one at all to request someone to call back.. I just tell them to call & request retention most reps will just put you thru because they know they can't resolve your issue.

[Tom Robertson]

The front line CSRs are now empowered with many of the same deals that retention can offer.

Cheers,
Tom

[Stuart Sweet]

A lot of people think they can bypass or game the system. I think the best option is to work through it, it takes a lot more time but your patience will be rewarded eventually.

[jalferes]

call the toll free number and when promted say "cancel service" - you will go right to retention

[j2fast]

I think the best option is to work through it, it takes a lot more time but your patience will be rewarded eventually.

While I did jump through all of the hoops to get what I felt was a good deal on an HR20 I feel like it took a little too much effort. As a long time customer in good standing that spends an above average amount on service why should I or anyone has have to spend all that time on the phone? I've been really happy with D* for many years but I do think the upgrade process should be a little more cut and dry. A customer should be able to get a certain deal/discount based on things like account standing, average monthly bill, and length of service. At least for me personally I'd rather they followed some sort of predefined metric. Some may say they do this now but when the deal I was offered when I first called was no different then buying a receiver from my local BB there's not much effort on their side IMO. I get no extra satisfaction from having to speak with a CSR and two retention agents to get a "deal".

I'm sure there is not 100% right way to handle this area of the business. I'm sure it there was a metric they followed similar to what I would describe then the trend would be for everyone to threaten to cancel. On that note I'll just keep playing the game and end my rant for the morning.... :D