1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

D* Auditing Accounts?! Long

Discussion in 'DIRECTV General Discussion' started by mtsz52784, Jun 24, 2007.

Thread Status:
Not open for further replies.
  1. JLucPicard

    JLucPicard Hall Of Fame

    3,985
    0
    Apr 27, 2004
    I think D* has been pretty generous in the past with credits for various reasons, and I think its good for business - in moderation.

    Look at these boards for any length of time, though, and you will see it's riddled with "threaten to cancel and they'll do this" or "here's how to get a bunch of equipment for free", etc. D* is now throttling back on all the freebies and trying to get better control of them.

    I believe this will be a process that may take some time, and in the transition it wouldn't surprise me to see some of what the OP posted. Some will see this as D* being (fill in your noun here) a**holes, liars, thieves, etc. Some will see it more as an ebb and flow of a procedural change where the "milk and honey" isn't flowing so freely anymore.

    A similar phiosophy may exist here as exists with rebates. D* identifies people who have, according to how they choose to do business, received far too many or too much in credits. Eliminate the recent credit and reinstate it based on their representative having 'promised' it and the customer calling to actually have it reinstated. Living up to their promises, so to speak, with the extra step (again, during the transition period) of the customer calling them on it. Some won't, saving D* money. Not the best of practices, maybe, but the people that would be getting tagged are more likely those who have been showered with discounts anyway.

    Once they get control of the CSRs, software, whatever it is that is causing the excessive discounts/credits, then fully live up to them without havng to be called on it.

    Totally speculation on my part. No evidence of anything to support or refute anything I am saying. Just one man's opinion of what may be happening.
     
  2. cavihitts

    cavihitts Godfather

    431
    0
    Mar 11, 2007
    They are restricting the amount of recurring credit a customer can have ($5 for 6 months etc.). Also you may see where you have to pay upfront for equipment with credit card. That can make it harder (not impossible) to get freebies.
     
  3. SatireWolf

    SatireWolf Mentor

    34
    0
    Mar 7, 2007
    I think the big issue in the whole 'freebies' versus long term customers is that if there's no problems with your service, they have no reason to give you freebies. But if, like some customers experience, you're on a never ending train of faulty replacement receivers, service outages, missed installer / repair guy appointments (after waiting 2 weeks, it's always 2 weeks out in DFW), billing problems, and other non-sense, DTV should be bending over backwards to make you happy. And they do!

    I certainly wouldn't STILL be a customer with DTV if it wasn't for the massive service credits and bending over backwards to make their flub ups right. I have FiOS, TimeWarner (brand new cabling all the way to the fiber box, laid in the last 2 years), and Dish for viewing options. I current have a FiOS box on my house for internet, and all it takes is a phone call, a 3 day wait, and a splitter change out and I'm in business. The FiOS reduction in cost around where I'm at pays for the ETF within 6 months.

    So when they're flubbing up with my account, I have 2 almost instant-on options, and Dish to consider. They either fix it to my satisfaction, or I find someone who can provide better service. So when all the whiner's complain about having to pay the 'full' price for service, or bragging that they do. That's awesome! I'm glad you're getting great service! Some of us simply don't. Either bad luck, terrible install / repair crews, or just the Protection Plan, refurb'd still broken never checked receiver loop of hell, leads us to really consider killing service.

    When I call to cancel, I REALLY AM ABOUT TO CANCEL SERVICE. It's not a, gimme deal, it's screw this absolutely horrible service, I'm doing something else. So when they bend over backwards to make it cost competitive to keep service and put up with the non-sense, I reconsider.

    The deal is, in some areas there really is plenty of competition for DTV. Some other area's your just SOL, but that's just a fact of life. Service providers choose to service profitable areas, and sometimes you just get the short end of the stick.

    But if you are a profitable customer for them, and show promise of continuing to be a profitable customer, there's no reason why they shouldn't go out of their way to keep you.

    Customer service at cellular phone companies are the same way. T-Mobile, and Sprint have similar retentions policies, and they will seriously bend over to keep you as a customer if you're about to jump the fence. Granted they don't have the most spectacular service records, but DTV doesn't either. If you can't win on the provision of service front, you have to win the customer service front. Otherwise, you lose the whole game.

    At the end of the day, there's probably certain discount behavior that flags your account for review, but that's normal in any type of monetary transaction system. Accounting systems everywhere have stop-gaps to keep the system from being cheated too badly.

    If you really have a valid reason for deserving those credits, write a letter, I'm sure DTV will abide by their agreement even if it was just verbal.
     
  4. Upstream

    Upstream Hall Of Fame

    2,050
    0
    Jul 4, 2006
    I've never asked DTV for a freebie.

    When I got my R15 I asked them what it would cost and I told them the price was too high compared to cable or Dish, and they immediately offered me a promo price (which they rolled out nationwide the following week anyway).

    When I've had problems with my R15, I've asked them to fix the problem and they have offered me credits in lieu of fixing the problem.

    And when DTV has made billing errors, I've asked them to correct the error, and they have given me credits in liew of correcting the error. (For instance, they charged me a 50 cents late fee even though I am on credit card autopay because of an error on their end. But the CSR did not have authority to issues a credit for the 50 cents they owed me, so instead they offered me $5 per month for 6 months.)

    But even though I never asked for a freebie, I was told by a CSR that I have too many credits on my account and I wouldn't be allowed any more.
     
  5. SatireWolf

    SatireWolf Mentor

    34
    0
    Mar 7, 2007
    If a CSR tells you that, it's probably just hocus pocus smoke they're blowing out their bung-holes. Never trust a CSR....

    It 'might' be their software telling them that, or their office manager has been chewing on them for giving out credits, but manager's can always work miracles. The last time I went into a never ending HR20 replacement loop (5 bad boxes in a row, everything from bad hdmi ports, missing transponders, overheats and locks up, to infinite reboot), a CSR manager shipped me a brand new HR20 to bring me out of the refurb nightmare loop.

    But as for the typical CSR's, they're about as reliable as your Wendy's or McDonald's register monkey. They certainly get paid about the same. So when they 'tell' you something, it's just that 'something', not necessarily the truth.

    That's my 2 cents on CSR's.
     
  6. mince

    mince Mentor

    38
    0
    Jan 19, 2007
    I've had instances where I've called about MLB blackouts that I couldn't figure out and neither could the CSR's and they were quick to offer me free Showtime or $5 off for 6 months.
     
  7. rkjg24

    rkjg24 Legend

    133
    0
    Apr 23, 2007
    Almost sure they are doing audits. there's a story I heard where they caught a guy calling up and complaining every chance he got just so he didnt have to pay his bill. That went on 2 YEARS and D* caught him.
     
  8. or270

    or270 Icon

    528
    0
    Feb 12, 2006
  9. Ext 721

    Ext 721 Icon

    555
    0
    Feb 26, 2007
    look at the stock info. directv's been operating at a loss since it's inception, and only in the past year or two has posted profitable quarters...roughly the same time they began tightening up their policies.

    What's fair for an hour long wait? What's the average wage per hour...$15.
     
  10. JLucPicard

    JLucPicard Hall Of Fame

    3,985
    0
    Apr 27, 2004
    I would not think it out of the ordinary that they would be auditing account activity and tightening up the giving of credits, etc. with a new ownership stake taking over soon. Just makes good business sense to me.
     
  11. Steve Robertson

    Steve Robertson Hall Of Fame

    1,664
    0
    Jun 7, 2005
    I hope they don't audit my account they won't like what thy see.
     
  12. eibook

    eibook Legend

    158
    0
    Jan 5, 2007
    So wait a minute, Last March I buy a HDTV so I spend $499 to upgrade my D* box to a HR10-250 HD-DVR, then later in the year I'm told if I want to get my locals in HD, which I already pay for, I have to "upgrade to a new HR20 for the low price of $299."
    I don't have the right to "whine" when in the span of a year D* wants me to spend $800 to LEASE new equipment? I could just go to Time Warner and get the HD-DVR for free. So when people whine about equipment upgrades sometimes they have a legitimate point.
     
  13. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

    9,809
    2
    Jan 21, 2003
    Well, couple things:

    First, the fact that the HR10 was going to no longer work with HD via sat has been known now for a couple years at least. It's the main reason why I didn't get one a couple years ago (besides the $800-1000 price tag).

    Second, if you have an HR10 now you should be able to get an HR20 for free or just shipping. That's pretty common if you already have an HR10.
     
  14. eibook

    eibook Legend

    158
    0
    Jan 5, 2007
    I understand your first point...but it was the only D* HD-DVR option available, and without it I woulndn't have had the ability to record HD OTA, I would have missed out on a lot of HD programming that I just spent $3000 on a TV to get.

    Second, I was told when I got the HR10 that when the MPEG-4 DVR came out I would be able to "upgrade" for free...This was not the case as I had to purchase(or rent, whatever we do now with equipment) the HR20 for $299.
     
  15. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

    9,809
    2
    Jan 21, 2003
    Play CSR roulette if you have to or talk with retention. You should have gotten it free. Don't take anything else for an answer. Being you have an HR10 you shouldn't have had to pay much of anything for the HR20. Oh well, too late now.
     
  16. cavihitts

    cavihitts Godfather

    431
    0
    Mar 11, 2007
    Want is the key word there. You are not being charge additionally for HD locals themselves. It is included with the regular locals and HD Access. But again, you should get a deal being that you have the HR10-250 they have a special swap offer.

    Also, read the last sentence of my original post.
     
Thread Status:
Not open for further replies.

Share This Page