View Full Version : Heart Ratings?
SteveHas
08-25-07, 10:50 AM
Can anyone tell me how the heart ratings work, and on what scale they are measured?
Thank You
litzdog911
08-25-07, 12:20 PM
Huh? What are "heart ratings"?
Have not heard much about them lately. 5 was the best. Based on you monthly bill amount, any late payments, How long a customer, any freebies, etc..
wismile
08-25-07, 02:22 PM
Have not heard much about them lately. 5 was the best. Based on you monthly bill amount, any late payments, How long a customer, any freebies, etc..
I was good on the first three...but the freebies have put me on life-support according to the last CSR I spoke to. She says there are notes all over my account not to give me anything else! Oh well, I guess I'll just have to build up my heart rate again. :)
rrrick8
08-25-07, 02:58 PM
Never heard of these before. Anywhere you can check your "heart level"?
dpeters11
08-25-07, 03:04 PM
Never heard of these before. Anywhere you can check your "heart level"?
It's an internal thing to D*. A CSR can tell you what it is. I haven't tried but have heard it can really throw them for a loop. It's one of those things many of them don't know we know about.
wismile
08-25-07, 03:04 PM
It is or was a DirecTV internal rating system. I guess you could ask a CSR.
shrappa
08-25-07, 03:32 PM
It's an internal thing to D*. A CSR can tell you what it is. I haven't tried but have heard it can really throw them for a loop. It's one of those things many of them don't know we know about.
From what I have been told, EVERY CSR knows about it. Thats what determines what a CSR will/can offer you. If you ask about it, it will throw them for a loop because customers are not supposed to know about it, and CSR's are not supposed to talk about. If you want to find out your value call 'em and see what they will offer. The better the offer, the better the value. I tried it and got another DVR.
Yeah after we paid a D bill that was $250 some dollars for all we had gotten from them our rating went way up :lol: :heart:
shrappa
08-25-07, 04:31 PM
The down side is the more you call the more your value goes down. Who was it that disconnected a LOT of customers because they called too much> Verizon? I cant remember
The down side is the more you call the more your value goes down. Who was it that disconnected a LOT of customers because they called too much> Verizon? I cant remember
Why in the world would any company want to disconnect customers unless they weren't paying their bills :eek2:
I believe it was Sprint. And the customers were costing more to maintain than the profit they were making from them. CSR's aren't free, ya know.
shrappa
08-25-07, 05:06 PM
Thats right!! Sprint. Thanks Koz. I have heard that every time a customer calls a call center it costs around $1 per min just for the call. Now add the csr pay, any where from $8.50 to $14+ per hr. If a person calls in say 8 times a day for the same stupid issue, and gets the same response, and climbs up the tree, each time geting the same response, but does not like it once they reach the top, "well paid csr", so they try again, for 8 hrs. Is that a customer that you would like to pay your csr's to talk to?
newsposter
08-25-07, 07:17 PM
i think it was 2 years ago, DTV posted their pdf file about all their new stuff. They actually had a sample screen in it showing someone had 5 hearts. Problem is it was a real person with name address and account number. I posted the information, actually a link to it, and it was promptly removed and a new blurred out one posted on their site. Was funny but not. Poor woman.
HDTVsportsfan
08-25-07, 08:21 PM
I had called about something a few months and I asked about my heart rating
The guy hesitated... i could tell it caught him off guard. He puts me on hold for like 5 minutes and comes back and says he can't tell and that information is internal to D*. I didn't push, no need too, that's not why I had called.
But his reaction was absolutley classic. I'd be a little surprised if they tell who has what heart raring.
RaceTripper
10-13-07, 04:49 PM
I had called about something a few months and I asked about my heart rating
The guy hesitated... i could tell it caught him off guard. He puts me on hold for like 5 minutes and comes back and says he can't tell and that information is internal to D*. I didn't push, no need too, that's not why I had called.
But his reaction was absolutley classic. I'd be a little surprised if they tell who has what heart raring.I just asked about my hearts rating today (it's a 3). If it's a notation in your account they can't withhold the information. That would violate freedom of information. The CSR didn't hesitate to tell me what mine is.
But the 3 rating I have doesn't really tell me anything useful that I can tell.
Tom Robertson
10-13-07, 05:12 PM
The Hearts rating system is not a notation in your account but a calculation about you as a customer. Therefore DIRECTV can withhold that info should they choose.
Cheers,
Tom
Trump_01
10-13-07, 05:27 PM
Sounds like someone hacked the gibson to get that info about the hearts....
HACK TEH PLANET!
RaceTripper
10-13-07, 05:30 PM
The Hearts rating system is not a notation in your account but a calculation about you as a customer. Therefore DIRECTV can withhold that info should they choose.
Cheers,
TomNot that it's a big deal in this situation, but it's my understanding that any information a company maintains about you is information you have a right to obtain. The fact that it is computed and only used internally should be irrelevant.
The down side is the more you call the more your value goes down. Who was it that disconnected a LOT of customers because they called too much> Verizon? I cant remember
I think it was Verizon. They are a pain anyway :rolleyes: Yes my heart rating slipped down to 4 :heart: I'm sure because due to HR20-700 failure which was replaced by a HR20-100S. etc. I have had to call D a lot lately. They want you to get everything from their website or at the very least from their automative phone service, but somethings just can't be handled by those methods. But somehow D doesn't seem to understand that they can set you up to have to call them. If I had been sent a good HR20-700 in the first place, I wouldn't have had all the problems so I wouldn't have had to call D so much :nono2:
Well, you just have to call them if there is something wrong with a service call or something the web site cannot handle. I even had an email response saying that I had to contact D* directly because they were unable to answer my questions. So I would think in these situations, the heart rating should not go down.
My rating must be off the chart. Going to get my 5th replacement HR20 this week. They have also replaced the dish and all wires this year.
You would think that the csr wouldn't have given me $10 off on my bill for the next 6 months without me asking for anything if my rating was low.
I must say that they have been nice as can be to me every time I call.
DarkAudit
10-14-07, 12:05 PM
I think it was Verizon. They are a pain anyway :rolleyes: Yes my heart rating slipped down to 4 :heart: I'm sure because due to HR20-700 failure which was replaced by a HR20-100S. etc. I have had to call D a lot lately. They want you to get everything from their website or at the very least from their automative phone service, but somethings just can't be handled by those methods. But somehow D doesn't seem to understand that they can set you up to have to call them. If I had been sent a good HR20-700 in the first place, I wouldn't have had all the problems so I wouldn't have had to call D so much :nono2:
It was Sprint (http://consumerist.com/consumer/one-way-contract/sprint-drops-you-because-you-call-customer-service-too-much-275178.php). The discussion started on the sprintusers forum, made it to a few other forums, then Slashdot and Digg.
HDTVsportsfan
10-14-07, 12:19 PM
My rating must be off the chart. Going to get my 5th replacement HR20 this week. They have also replaced the dish and all wires this year.
I don't think this "heart" rating works in your favor w/ the above example. I don't know hte exact "formula" they use, but i think it has more to do w/ longevity as a customer, programming (think monthly bill in dollars), how many "freebies" that have been extended to the customer, how often said customer calls in, timely payments, etc.
It is very much an internal thing....of the 3 times I asked....only once was i told. I didn't push the other 2 times.
spartanstew
10-14-07, 10:04 PM
When I called an got my HR20 about 1 month ago, I was told I was a 5 heart customer (which probably explains the incredible deal I got).
jwd45244
10-14-07, 10:10 PM
they can't withhold the information. That would violate freedom of information.
Sorry, the Freedom of Infomration Act has to do with Government information not a company's information. They don't have to tell us anything. It is their internal information.
Heart values aren't a secret to cust. you can ask whenever you want and should be told. They determine customer offers on equipment and discretionary credit values. They can change at any time depending on how much programming you subscribe to, intial credit when signing up, and how on time your payments are. If you subscribe to more than $100 of programing and are never late on bill most likely you will be listed as an 5 heart or A-list cust.
The Hearts rating system is not a notation in your account but a calculation about you as a customer. Therefore DIRECTV can withhold that info should they choose.
Cheers,
Tom
Precisely.
The 'Hearts' system shouldnt effect how you are treated, and as previously posted is calculated based on paying your bill on time, length of time w/ the company etc.
slhommed
11-05-07, 03:42 PM
I just called into D* to dispute a service charge due to faulty wiring. They went ahead and credited me the $70. I asked about my heart rating, the CSR tried to play ignorant and then told me that my rating was a 3. Then asked if I wanted NFL Sunday Ticket. I told her I would wait until my score was a little higher. Why not right!?
Now, that said, I would imagine I had a 5 Heart Rating a few weeks ago when I upgraded to the hd-dvr from just 3 D10s. After getting the retention department and passing on their offer ($100 rebate) I decided to call back a day or so later.
This time I explained that I just couldn't pay for the DVR when Comcast was basically giving it away. The CSR offered me this:
12 months of Free HD Access $10.99 ($132 rebate)
12 months of $10 rebate ($120 rebate)
HD-DVR at 3 payments of $99 ($299 charge)
2 months of $99 rebates on the 2nd and 3rd month($198 rebate)
So: Price = $299 Rebate = $198 + 132 + 120 = $450
Cost to me: -$151
I love the Heart Rating!!!
JLucPicard
11-05-07, 07:20 PM
I would imagine your 3 rating is due to the deal you just got - not likely to get a whole lot more freebies for a while. Over time I would imagine your rating would rise again.
SteveHas
11-06-07, 05:32 AM
Not that it's a big deal in this situation, but it's my understanding that any information a company maintains about you is information you have a right to obtain. The fact that it is computed and only used internally should be irrelevant.
+1
I believe that is correct as well.
SteveHas
11-06-07, 05:36 AM
Heart values aren't a secret to cust. you can ask whenever you want and should be told. They determine customer offers on equipment and discretionary credit values. They can change at any time depending on how much programming you subscribe to, intial credit when signing up, and how on time your payments are. If you subscribe to more than $100 of programing and are never late on bill most likely you will be listed as an 5 heart or A-list cust.
Not true
I have been a subscriber for years.
Been paying a big bill for years
subscribe to NFLST for years
NEVER been late on my bill
NEVER called to complain
NEVER had gotten any freebies (until this year) from D*
when I called earlier this year (before the free HR20 I later got) and asked a csr what my heart rating was
I was told after a pregenant pause on the phone that I was a 3!!!!!!!!!!!!!!!!!!!
:nono2:
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