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Free HD for life (24 months for existing subs)

Discussion in 'DIRECTV General Discussion' started by DavidMi, Jun 3, 2010.

  1. Jul 6, 2010 #1661 of 2476
    kiknwing

    kiknwing Godfather

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    Jun 24, 2009
    Ogden, UT
    I called Directv today and could not get the free HD because I bundle with Qwest. But after talking to the supervisor I got what I thought was a good trade off instead. A free MRV upgrade including upgrading my R15 to HR and the first year of MRV service fee was waived. Not to bad after being on the phone for almost and hour (including a half hour on hold). And if they think that they can go back on that deal, I would hate to inform that that with my voip service all of my calls that I make are recorded. That way I can avoid the He said - I said moment.
     
  2. Jul 6, 2010 #1662 of 2476
    gfrang

    gfrang Hall Of Fame

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    Aug 29, 2007
    Don't know if this has been brought up but i just seen the latest Dish network commercial,they now are offering free HD for life for new and existing customers. Now i can see Directtv doing the same.
     
  3. Jul 6, 2010 #1663 of 2476
    dcpoppy

    dcpoppy Cool Member

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    Jun 11, 2007
    I find it interesting that it is only being offered as 24 months for existing customers. The flyer I got in my Sunday paper makes no mention new customers only, even when reading the fine print at the dagger footnote.
     
  4. Jul 6, 2010 #1664 of 2476
    hasan

    hasan Well-Known Member

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    Ogden, IA
    Replying to my own post, because I just got back from the order experience for my friend. It's a darn good thing I was handling it. Here's how it progressed:

    First thing the CSR says is "You're not eligible, you don't have HD".

    Duh! Why do you think I'm calling to upgrade the equipment?

    Next she can't tell the price difference between an HD-DVR and an HD-Receiver. Then she quotes full list price for both ($300).

    Then she wants 149 for the SWiM/DECA upgrade/install.

    Then she wants 19.95 for "handling".

    Grand total of about $470.00 Nice....

    After I told her hell would freeze over before I paid list price, and please transfer me to retention, she decided to negotiate. (My friend has been an auto-pay customer for 9 years, and never had a single upgrade, credit or anything else, btw)

    By the time we finished our "conversation", the HD-DVR was $99, the HD-Receiver was $99, the SWM/DECA/Internet was $99, and the $19.95 was "waived".

    I probably could have done better, but I had already embarrassed my friend, so I called it quits. Nevertheless $470 to $300 plus tax is within reason, but not the best deal I think I could have negotiated for him, given a little more encouragement.:)

    Hence my comment about not letting him call on his own, as he would either have gotten hosed or been so angry he would have just given up and forgotten about the whole thing.

    Pity the poor uninformed customer who calls in good faith expecting to receive good value, without bargaining.
     
  5. Jul 6, 2010 #1665 of 2476
    dcandmc

    dcandmc Legend

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    Sep 24, 2008
    I thought that the Dish "Free HD for Life" offer was for both new and existing customers from the very beginning (as long as certain conditions were met).
     
  6. Jul 6, 2010 #1666 of 2476
    Blaze

    Blaze Legend

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    Jun 9, 2010
    Which Directv needs to get on the band wagon and offer "FREE HD ACCESS FOR LIFE " to all customers...................:nono2:
     
  7. Jul 6, 2010 #1667 of 2476
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    Sir.

    No one is debating your experience...its just that your is one of 18 million people...no less...no more.
     
  8. Jul 6, 2010 #1668 of 2476
    Drucifer

    Drucifer Well-Known Member

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    NY Hudson...
    Well my third try of online enrollment using my checking account could be successful. Got a email from a DirecTV human confirming my enrollment in Auto Bill-Pay. Guess I'll know for sure in 30 days.
     
  9. Jul 7, 2010 #1669 of 2476
    gphvid

    gphvid Godfather

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    Jun 19, 2007
    Thousand...
    This was only a matter of time before it became an issue.
     
  10. Jul 7, 2010 #1670 of 2476
    gphvid

    gphvid Godfather

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    Jun 19, 2007
    Thousand...
    When will they do the draft off your checking account? I've heard it being either the day the bill comes out to 15 days later, and that from a DirecTV email in answer to the same question. But maybe you might be able to clarify now that you've used your checking acct for this...
     
  11. Jul 7, 2010 #1671 of 2476
    JLucPicard

    JLucPicard Hall Of Fame

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    Apr 27, 2004
    My bill generated on June 26th. My due date has always been around the 14th to the 17th. My on-line account info now shows under where it says "Last Statement" that it's due July 15th. My on-line statement shows due July 10th. Next to where it says I'm enrolled in Auto-Pay it shows the date July 10th.

    This is my first cycle on auto-pay, but I'm assuming the payment will post on the 10th, which would be about the 15th day from statement generation and a few days earlier than before auto-pay.
     
  12. Jul 7, 2010 #1672 of 2476
    JeffBowser

    JeffBowser blah blah blah

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    I see this went unchallenged - they were indeed rated #1 against other providers, which is like shouting out you are the cleanest pig in the mud pit. I saw another customer service survey that took in a broader range of business - again DirecTV was #1 among the TV providers. The caveat was, they got 54 out of 100, with the trailing TV services between 49 and 53. 54 out of 100 is not good service. Let's face it, they fall flat handling simple problems, promotions, and issues. What drives up the rating artificially is people who can't see the bigger picture and get all warm and fuzzy when they score some freebie or credit for the huge hassle they got put through.

    They need a more coherent front end, with everyone rowing in the same direction, and simplified access to their promotions.

     
  13. Jul 7, 2010 #1673 of 2476
    hasan

    hasan Well-Known Member

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    Ogden, IA
    I agree with that part, but it would take a massive effort to meaningfully affect the factors weighing against it.What you are asking is easy to state, but very hard to accomplish. To be sure, more effort is needed, and feet need to be held to the fire, but I'm not optimistic that any company ever gets "everyone rowing in the same direction", as we are dealing with human failings. Training is an attempt to overcome this issue, but in the end, there is a human being on the other end of this stuff, and we know what human beings are like.:), in spite of their training.

    If this were easy, wouldn't one think that at least one of D*'s competitors would be doing a whole lot better? If D* is the best among its peers, and we think that is only being the best of the worst, then surely someone could easily displace them, (from a service point), if it were really that easy

    I work with people. I am people. Rowing together ain't easy. This doesn't mean we shouldn't try, but we have to consider people's failings as a very real barrier that no amount of training will eliminate. They can get better, but I'm not sure how much, before people revert to who they are, again, in spite of their training.

    Other than that, Mrs. Lincoln, how was the play?:)
     
  14. Jul 7, 2010 #1674 of 2476
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    Easy to say....few can do.
     
  15. Jul 7, 2010 #1675 of 2476
    hasan

    hasan Well-Known Member

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    Sep 22, 2006
    Ogden, IA
    I spent a whole lot more effort saying exactly that. How dare you!:)
     
  16. Jul 7, 2010 #1676 of 2476
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    The word concise can be your friend. :lol:

    My usual friend is verbose.
     
  17. Jul 7, 2010 #1677 of 2476
    JeffBowser

    JeffBowser blah blah blah

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    They are script readers doing what the computer system tells them they can and should do. The leaders need to step up and say bull****ting a customer is not allowed, and make sure these scripts and promotions are properly coded and accessible by the reps. I can't tell you how many times I have had a rep tell me that there were no notes in my account pertaining to the subject at hand, only to have Filipiaks office tell me that was total BS, the notes were all there.

    It isn't easy, agreed, but it can be done, and is done.


     
  18. Jul 7, 2010 #1678 of 2476
    Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    Jan 24, 2007
    You assume that any company below a certain level on that list (where ever that point happens to be) is bad at customer service.

    That's a little like saying that company #54 on the Fourtune 100 is not a very good company because of it's location on that list.

    Here we see the absolute worst customer service issues they can have. I guess you think those are representative of the majority of customer service experiences. I'm not so sure.

    I'm just sayin' :grin:

    Mike
     
  19. Jul 7, 2010 #1679 of 2476
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    Yeah...agree...I didn't buy that logic either.

    Lists can say what you want them to say...
     
  20. Jul 7, 2010 #1680 of 2476
    JeffBowser

    JeffBowser blah blah blah

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    That's a false analogy.

     

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