End of Commitment

[ohiosnowman]

On 11/6 my 2 year commitment will end. Will I be eligible to receive the new customer pricing for my D-Tv? Or will I have to cancel it for a month and re-signup? Any thoughts?

[say-what]

You have to cancel for a lot longer than a month to be considered a new customer.

When your commitment ends, you may become eligible for additional discounts similar to new customer deals, but not the new customer deals. Only way to know for sure what deals they'll offer is to call and ask, because a lot more goes into each customer's offers than whether their commitment is over.

[brytrinque]

If you have someone that lives with you, you can cancel and sign up under their name

[MIKE0616]

You have to cancel for a lot longer than a month to be considered a new customer.

When your commitment ends, you may become eligible for additional discounts similar to new customer deals, but not the new customer deals. Only way to know for sure what deals they'll offer is to call and ask, because a lot more goes into each customer's offers than whether their commitment is over.

It used to be six months, but not sure what it is now. Hopefully someone who knows what the current time period is will let the OP know.

[rudeney]

If you have someone that lives with you, you can cancel and sign up under their name

But of course if you have a nice “investment” in up-front fees for leased receivers, you lose that as you will have to re-lease new equipment. Honestly, I think playing the game of provider-hopping is a bit silly. If your commitment is up and you want to see if D* will do anything for you, call them and ask for what you want. If it’s an upgrade or additional receiver, ask. If you want some free programming, ask. If you’re happy with what you have now, then just keep paying your bill and enjoying the service.

[finaldiet]

Mine is up this month also, but I'll wait till next year and try for the DTV Tivo when it comes out.:D

[beavis]

You have to be gone from D* for at least 2 years, IIRC, to get new customer deals.

[ATARI]

You can always threaten to leave, get transferred to retention and get a deal with them.

[RobertE]

You can always threaten to leave, get transferred to retention and get a deal with them.

Or get your bluff called and actually be shut off.

[hdtvfan0001]

Or get your bluff called and actually be shut off.
Which has happened before to other folks.....

[Doug Brott]

Why would you want to leave DIRECTV?

[rhipps]

Why would you want to leave DIRECTV?

Very good question. I would suppose a possible answer would be that they (DTV) seem more interested in signing up new customers (who may or may not stick around) rather than rewarding "old-timers" (like me) who have been with them over 5 years.

The perception out here in the heartland is that the good deals are mostly reserved for the newbies and that loyalty to DTV is not rewarded since one has to beg, plead, threaten etc. to get upgrades. What say you, gentle readers?

[t4swillia3]

I work in the retention dept at Directv and I get the same crap everyday. Older customers that have Directv cry all day long that they will get better deals with other companies and that new customers get better deals than they do. I know its a part of my job, but sometimes I just want to give these "old" customers a piece of my mind. Find a company that has better service and then come back to me. Directv may cost more than other companies, but you get superior quality with Directv. I just don't get it.

[ffemtreed]

I work in the retention dept at Directv and I get the same crap everyday. Older customers that have Directv cry all day long that they will get better deals with other companies and that new customers get better deals than they do. I know its a part of my job, but sometimes I just want to give these "old" customers a piece of my mind. Find a company that has better service and then come back to me. Directv may cost more than other companies, but you get superior quality with Directv. I just don't get it.

If you truly work in retention, then this attitude towards customers is exactly why I would want to leave. Its just not you, its the general attitude that once you are signed up and committed they couldn't care less about you. You probably shouldn't be working in customer service, even if you try to not show your attitude, I get it comes through on the other end of the phone.

[rudeney]

I work in the retention dept at Directv and I get the same crap everyday. Older customers that have Directv cry all day long that they will get better deals with other companies and that new customers get better deals than they do. I know its a part of my job, but sometimes I just want to give these "old" customers a piece of my mind. Find a company that has better service and then come back to me. Directv may cost more than other companies, but you get superior quality with Directv. I just don't get it.

There is no need to be frustrated or by this. This is a simple business transaction. D* has strategies it uses to maximize its profit (commitment terms, receiver leases, one-sided contracts, etc.) and the customers have strategies they use to minimize their expenses (spending their dollars elsewhere). While I do believe that D*’s “service” in terms of television offerings is superior and worth a higher price over the competition, I do not believe their “customer service” is good at all. That’s not to say that the competition has much better or much worse customer service, just that D*’s is not worth paying more to get.

And yes, as a customer for over 10 years who has always paid my bill on time and has always subscribed to the top-tier of service (less sports channels), and never had a single credit or concession for the first 9 years of service, yes, I expect D* to do something for me every now and then to retain my business. Apparently, D* believes this, too, since they have a “Retention Department”. They obviously believe they need to try to keep my business. To do this, they need to continue to provide a high level of service, keep rate increases few and far between, not screw-up my bill, have CSR’s that tell the truth and follow through on promises, and every now and then, when I need to add or upgrade a receiver, thank me for being a good customer and give me a little discount.

[JLucPicard]

If you truly work in retention, then this attitude towards customers is exactly why I would want to leave. Its just not you, its the general attitude that once you are signed up and committed they couldn't care less about you. You probably shouldn't be working in customer service, even if you try to not show your attitude, I get it comes through on the other end of the phone.
And on the flip side, I can't understand all the whining about new customers get all the deals and old timers (usually said by someone who has been with them all of five years or less) get thrown to the ditch.

I've seen it for a long time that new customers get great deals to become new customers. It's like that in a LOT of businesses - that's how they get new customers!

What I find hard to understand is why people who have been subscribing for a while feel that DirecTV owes them something??? Heck, I've been with DirecTV for a dozen years, but I've been an Xcel Energy, Qwest phone and Comcast Internet customer a lot longer than that and I've gotten more bones tossed at me by DirecTV than I ever have with any of them.

In my 25+ years in the corprate world, I can't even count anymore how many new hires come in making equal or better money than people that have been there 5+ years doing the same job. That's how it is!

DirecTV provides the service I pay for and at what I consider a very reasonable price. Add in the bone they throw in every once in a while and it looks even better. I can't think of any other TV provider who can come close to giving me what I'm getting now at near the same price. And I can't imagine any of them throwing me continuous freebies and discounts like it seems some people feel DirecTV should be doing.

Ya, I just don't get it either! :nono2: :nono2: :nono2:

[ATARI]

I work in the retention dept at Directv and I get the same crap everyday. Older customers that have Directv cry all day long that they will get better deals with other companies and that new customers get better deals than they do. I know its a part of my job, but sometimes I just want to give these "old" customers a piece of my mind. Find a company that has better service and then come back to me. Directv may cost more than other companies, but you get superior quality with Directv. I just don't get it.

Go ahead -- give them a piece of your mind -- you'll feel better blowing off a little steam.

And then start looking for a new job -- one that doesn't involve customer contact.

[putty469]

I think if you call in and say "what have you got for me?", the odds of them hanging up are high. However, if you take a "better" deal from your cable co, Dish, or telco and ask if they'll match it then you might have some luck. AT&T is furiously building UVerse up my feeder street, and I'm sure they will have a deal or two. When my two years is up in 2009, I will take their deal to DirecTV and see about a match. But I would never, ever leave DirecTV and if they held their ground I'd still pay my bill.

[carl6]

Every company offers specials to attract new customers, which are better deals than existing customers can get. DirecTV is by no means unique in that regard.

If I were seriously considering another service provider AND was willing to switch, then I would be willing to ask DirecTV for a deal. If I was not willing to switch, I would not even make the call. I do not threaten an action unless I am 100% willing to follow through.

Carl

[inkahauts]

I work in the retention dept at Directv and I get the same crap everyday. Older customers that have Directv cry all day long that they will get better deals with other companies and that new customers get better deals than they do. I know its a part of my job, but sometimes I just want to give these "old" customers a piece of my mind. Find a company that has better service and then come back to me. Directv may cost more than other companies, but you get superior quality with Directv. I just don't get it.

I am assuming your talking about custoemrs who call up and give you attitude and are demanding and think that they are owed and you are obligated to give them free stuff above and beyond..

I agree... These people are ridiculous. Why do they think they are better than everyone else? They are NOT... ANd I think thats the point. If you have a legitamate offer to go somewhere else and get a great deal, sure, call up directv and see if they can do something to level the playing field a little.. but when you do it just because you think since you've been there 2 years they should give you a discount, thats just silly... Thats like saying since I've bought gas from the same gas station for the last 10 years they should never charge me more than $1.99 a gallon, rather than the going rate because I've been so loyal... just silly...

[Ryan415689]

Edit for content

[Doug Brott]

Didn't we all get the new customer deal at one point in time? :scratchin

[ebockelman]

Didn't we all get the new customer deal at one point in time? :scratchin

No, those of us who purchased $800 receivers in the late 90's and installed them ourselves did not.

[rahlquist]

If you truly work in retention, then this attitude towards customers is exactly why I would want to leave. Its just not you, its the general attitude that once you are signed up and committed they couldn't care less about you. You probably shouldn't be working in customer service, even if you try to not show your attitude, I get it comes through on the other end of the phone.

LOL if you think this person has an attitude you should hear the customers who call D* This guy is NOTHING. People call screaming for their free showtime that they have been getting for years that suddenly ended.

If you want a special deal, dont call and threaten to quit follow these tips, the CSR will respect you for getting to the point keeping their call time down and not having to listen to you trying to win an oscar for best whine.

1 Identify (CSR): When they greet you ask for their employee id and first name
2 Identify(issue): be polite and as brief as possible in explaining why you called. Be honest, if you are fishing for a free DVR tell them!
3 Make Progress: If your are not getting anywhere ask to please speak with a supervisor, they will likely want to note your account with why you want to speak to the supervisor so do tell them why.
4 Review:After all changes have been made request the CSR go over your billing, it shouldn't take them long to do this and should let you catch that extra $5 that wasn't there the month before. Also make sure everything they offer you is in the call notes, make them read them back at the end of the call, after going over your billing.
5 Be Aware: Remember the calls can and most likely will be recorded and that the CSR can get disciplined based on the call so try to keep on track and don't ask them anything personal you wouldn't discuss with your pastor, or grandmother.

If you want showtime or 3 months free HD or HD DVR ask for it, and be aware much like negotiating for a car dont take the first offer, you may get a better one.
Just beware if you do this often you may find offers drying up...

[IcedOmega13]

LOL if you think this person has an attitude you should hear the customers who call D* This guy is NOTHING. People call screaming for their free showtime that they have been getting for years that suddenly ended.

If you want a special deal, dont call and threaten to quit follow these tips, the CSR will respect you for getting to the point keeping their call time down and not having to listen to you trying to win an oscar for best whine.

1 Identify (CSR): When they greet you ask for their employee id and first name
2 Identify(issue): be polite and as brief as possible in explaining why you called. Be honest, if you are fishing for a free DVR tell them!
3 Make Progress: If your are not getting anywhere ask to please speak with a supervisor, they will likely want to note your account with why you want to speak to the supervisor so do tell them why.
4 Review:After all changes have been made request the CSR go over your billing, it shouldn't take them long to do this and should let you catch that extra $5 that wasn't there the month before. Also make sure everything they offer you is in the call notes, make them read them back at the end of the call, after going over your billing.
5 Be Aware: Remember the calls can and most likely will be recorded and that the CSR can get disciplined based on the call so try to keep on track and don't ask them anything personal you wouldn't discuss with your pastor, or grandmother.

If you want showtime or 3 months free HD or HD DVR ask for it, and be aware much like negotiating for a car dont take the first offer, you may get a better one.
Just beware if you do this often you may find offers drying up...

I concure with that. As for t4swillia3 If you value your employement I would suggest no further comments on this site that represent you as an employee. Check your handbook

[wilsonc]

You can always threaten to leave, get transferred to retention and get a deal with them.

That does not work anymore. As soon as you threaten to leave, they'll say, sure would you like me to do that for you now?

[hdgreg]

No, those of us who purchased $800 receivers in the late 90's and installed them ourselves did not.

I paid a lot of money for my Sony HD receiver in 2002. But, D* did not charge extra for their HD channels. (hdnet,hdnet movies)! So, I must of got a deal!

[macmantis]

I do not see commitment date on the my account page anywhere. I am probably just missing it. I should be at the end of my commitment around the end of the year. Do I need to call to find this out?

MacMantis

[rahlquist]

You cant see it online, you have to call in for it.

[MIKE0616]

I work in the retention dept at Directv and I get the same crap everyday. Older customers that have Directv cry all day long that they will get better deals with other companies and that new customers get better deals than they do. I know its a part of my job, but sometimes I just want to give these "old" customers a piece of my mind. Find a company that has better service and then come back to me. Directv may cost more than other companies, but you get superior quality with Directv. I just don't get it.

Sounds like you need to change jobs.

[joshjr]

I understand part of people's frustrations on this though. People like me that are newer but think they will want a new Tivo next year. I would probably be willing to go buy it from Best Buy but then D* wants to start a new 2 year agreement. Why is that fair? I paid money for the equipment and am still going to be leasing it and then commited to a 2 year contract as well. Part of it is the bad business of it. I can understand then not wanting to give out free equipment just because your contract is up which is what alot of people want.

But if you actually go get it at a store and pay for it then I dont think it should start the contract over. It reminds me of cell phones. If you dont want a contract then buy the phone. I think there does need to be some sort of options for older customers that still benifit D* but the customer as well. I am sure there is a better solution out there.

[BattleZone]

Understand that the commitment comes because you are leasing the equipment at a much reduced rate compared to buying it outright at full retail price. 4 years ago, folks who wanted the old HD TiVo (HR10-250) were paying $1,000 up-front to buy it. 2 years ago, it was still $500.

If you're willing to pay full retail, then you can do so and not have a new commitment. If you want the discounted lease price, you get a new commitment.

[paulman182]

Unless things have changed, deals on equipment upgrades can be had every six months or so. That's how it has been for me since signing up about 26 months ago.

You do have to call and ask how they can "help" you save money on an upgrade. I wouldn't say you really need to "beg," and I certainly never had to threaten to cancel.

[rahlquist]

Understand that the commitment comes because you are leasing the equipment at a much reduced rate compared to buying it outright at full retail price. 4 years ago, folks who wanted the old HD TiVo (HR10-250) were paying $1,000 up-front to buy it. 2 years ago, it was still $500.

If you're willing to pay full retail, then you can do so and not have a new commitment. If you want the discounted lease price, you get a new commitment.

IIP, you an I are both smart enough to realize the cost of a HRx series DVR at this point should be roughly $100-180 in cost if not less. So the lease in this case is just them protecting the business model so when they do come out with a new design such as the new DirecTivo they will have the padding in place to nail the costs down quickly.

[rahlquist]

Unless things have changed, deals on equipment upgrades can be had every six months or so. That's how it has been for me since signing up about 26 months ago.

You do have to call and ask how they can "help" you save money on an upgrade. I wouldn't say you really need to "beg," and I certainly never had to threaten to cancel.

100% correct. Like I mentioned earlier, ask nicely and if you dont get what you want escalate without being ugly about it. Heck some ever report success with getting a DVR at BB or Costco, going home and getting the cost of it refunded on their account.

[Ryan415689]

A lot of the time the cost of the upgrade (free or discounted) depends on the status of your account. If you have been with D* for a long time and pay your bill on time you are more likely to get the deal you are looking for. If you have not been with D* long and/or have spotty billing history, then you have to pay full price for upgrades.

As far as lease prices goes, consumers have the option. Pay full price to purchase or pay a lease and take a 24 month commitment. FYI, you CAN lease without commitment if you speak with the retention department or the department called ACE. They are the only people that can waive the commitment.

[rudeney]

No, those of us who purchased $800 receivers in the late 90's and installed them ourselves did not.

+1!

Add insult to injury for those of us that also got stuck in two-year commitments beause we activated self-installed used additional receviers.:mad:

[Shades228]

+1!

Add insult to injury for those of us that also got stuck in two-year commitments beause we activated self-installed used additional receviers.:mad:

If you canceled they would have removed the agreement on the account. Any decent agent can see if an owned used receiver was activated that the agreement is not going to be valid if you were truly canceling the account.

[Shades228]

I work in the retention dept at Directv and I get the same crap everyday. Older customers that have Directv cry all day long that they will get better deals with other companies and that new customers get better deals than they do. I know its a part of my job, but sometimes I just want to give these "old" customers a piece of my mind. Find a company that has better service and then come back to me. Directv may cost more than other companies, but you get superior quality with Directv. I just don't get it.

Do yourself a favor and do 1 of 2 things. 1: Don't go to sites of companies that you work for or 2: realize that just because you see more value in the company you work for, due to everything they do for employees and insider knowledge, that other people only care about themself and not the company.

If you do the second one then you just have to ignore the parts where people are trying to get something for whatever reason. If you want to "protect" your company then do so by providing quality input and helping with information that is beneficial.

So take a step back breathe deeply and realize that consumers now are just feeding off of a system that companies have created. Until companies decide that customer retention and escalation departments are the issue and stop giving them multiple discount and credit procedures that this cycle won't stop.

There are very few times actually where customers are the abusers and in those cases it's a system issue that allows it to go through. It's up to the company and the agents who have the authorization to make decisions to put a stop to it.

[rudeney]

If you canceled they would have removed the agreement on the account. Any decent agent can see if an owned used receiver was activated that the agreement is not going to be valid if you were truly canceling the account.

This is the case "today", but three to four years ago it was not. Back then, CSR's were requiring a commitment extension when adding any receiver. The first time I called to add one and they mentioned the commitment, I asked for a supervisor and explained I had bought a used receiver and installed it myself. The supervisor waived the commitment. The next time, I tried that and they insisted that all receivers activations no matter waht required a new commitment. I believe this policy was changed when they came out with the leasing model.

[BattleZone]

IIP, you an I are both smart enough to realize the cost of a HRx series DVR at this point should be roughly $100-180 in cost if not less. So the lease in this case is just them protecting the business model so when they do come out with a new design such as the new DirecTivo they will have the padding in place to nail the costs down quickly.

Sure, and a large pizza is only $5.25 in food costs, but they charge me $21.86 for one. And DVDs cost less than $1 to produce, including case and insert. For some reason, they charge a lot more for them.

No company is going to charge their production cost for anything they make, or they won't be in business very long.

How much is a standalone HD Tivo?

The point is that the current retail price of an HD-DVR, such as the HR-22, is $449. If you wanted to own one (or if you were getting a commercial account and had to buy your equipment), that's what it would cost. The lease fee is a significant discount. I understand your point, but from a business standpoint it's not realistic.

[Ed Campbell]

No, those of us who purchased $800 receivers in the late 90's and installed them ourselves did not.

Actually, uh, some of us did.

[David MacLeod]

Didn't we all get the new customer deal at one point in time? :scratchin
no. never got one. in 2001 when I bought in I had to buy the dish (18") and the old rca receiver.
$225 and I had to install myself.
only free item I have ever gotten was 1 hr20 when I told them to send recovery kits because of multiple billing errors caused by them entering wrong data 3 months in a row.

I did get an am21 sent when a replacement hr21 was sent to replace a dead (tuner2) hr20, but thats not really the same.

[spartanstew]

I'm a customer of D* because I like their products and services. Not because I think I can get deals every 2 years.