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I want Redzone without Sunday Ticket

Discussion in 'DIRECTV General Discussion' started by Spazzman, Sep 25, 2011.

  1. Inkosaurus

    Inkosaurus Icon

    678
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    Jul 29, 2011
    I dont work at D* anymore (in fact i work at E* now haha) i know when i was there we didnt have any fail safe measure for those instances. But over at E* we have Last Agent Return, if a CSR sets it up and the customer calls back with in 4 hours they get connected right back to you.
    Do D* centers use that yet or anything like it now? =/
     
  2. Davenlr

    Davenlr Geek til I die

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    Sep 16, 2006
    That would spoil the fun of those people calling back 10 times in 4 hours trying to find a CSR to give them freebies :)
     
  3. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    No but that is seriously the most awesome thing I have ever heard of. Passing that one along...lol
     
  4. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    Shhh you go sit down and hush! :p
     
  5. Inkosaurus

    Inkosaurus Icon

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    Jul 29, 2011
    That wouldnt help the CSR at all actually, im sure a CSR would not care enough to fore go there own stats to assure themselves a customer wouldnt succeed in the game of CSR roulette.
    At dish the CSR's are measured on alot of components, average handle time , quality assurance, customer surveys, tone, one call resolution , ect.

    One call resolution is the metric that would dip to below passing if an agent used LAR for this purpose (or even frequently).
    If a customer calls back with in 24 hours of speaking to you your repeat call metric goes up. It doesnt even matter if they call in for a completely different reason then what they talked to you about in the first place.

    I usually only use it when the customer is running out of battery on there phone, has a bad connection or runs out of time and wants to call back.
    Ive also used it in the past for occasions where im troubleshooting the receivers modem and the customer is calling from the same land line its hooked into. Obviously they cant perform a dial out if there already on the line, so usually they have to call back on a cell phone.
    With LAR, i instruct them to call me on that cell phone, my line will put them in my que and then i ask them to hang up on there land line.
    That trick usually gets me some good ratings in the surveys lol.
     
  6. Peapod

    Peapod Godfather

    343
    1
    Oct 14, 2006
    This whole process where some people get different concessions and offers when they call customer service (half off NFLST, all off NFLST, $50 off NFLST, free Red Zone) sickens me. I cancelled NFLST years ago because they wanted to charge me full price or almost full price when they let many other people get it for almost nothing, and I have been a customer since 2000, Premiere service with a number of addons, and have always paid on time (auto debit). I shouldn't have to waste my time calling, calling again, calling again, and calling and calling to get the 'right' person who will give me what others won't. Now they get a lot less money from me each year, and I still feel like I have been unfairly treated by D* because they won't give me the same deals they offer to people with much less tenure.

    It's things like this that have made me seriously consider cutting the cord for a few years now.
     
  7. Inkosaurus

    Inkosaurus Icon

    678
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    Jul 29, 2011
    If a number of CSR's are refusing to do something for you, then perhaps its best to stop assuming the problem is with the CSR's and realize that the issue lies with in your account or history.
    Most companies only let a customer get a certain amount of promotions/credits per an account life time or rolling year.

    Just because a promotion exists doesnt mean every customer gets it.
    When you guys play "CSR roulette" your not looking for a CSR whos willing to just giving you a promotion available to everyone(if that were the case the CSR would give it to you with no protest just to get the call over with).
    Your looking for a CSR willing to break the rules for you.
    If you cant get something after a certain amount of CSR's just accept that its not meant to happen. "X" amount of years with a company doesnt = Entitlement to every possible promotion.
     
  8. Peapod

    Peapod Godfather

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    Oct 14, 2006
    I'm not saying I should get every promotion. Heck I know for example that I'm not entitled to free NFLST as a new subscriber.

    My point is that CSR's shouldn't be breaking the rules for some people (and quite a few of them) and not others. If you give them that discretion, than you are treating some of your long time customers worse than others. With the internet now, people are bound to find out, and I don't like being treated like a chump.

    Consistency breeds good customer service.

    And I've gotten I think one free HDDVR in 11 years, and once got $50-60 off NFLST. That's it.
     
  9. DodgerKing

    DodgerKing Hall Of Fame

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    Apr 28, 2008
    I called and told them how much I love DirecTV. I said, "It is because the promotional offers I frequently get that not only cause me to stay, but also cause me to turn others on to Direct as well. I was wondering if I can get another one?" They said, "What would you like?" I then asked for the RZ channel and they looked into it and said, "Sure." I did not have to threaten to leave or anything like that. I just complemented them and asked nicely. This usually always works. I did have to call three different times though

    I currently have RZ for free, HD for free, and another $10 off my bill for a year just because I asked for it.

    [​IMG]
     
  10. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    May 17, 2010
    USA
    It's not so much the CSR's are breaking the rules. It's more like they're not on the same sheet of music. I've been a DirecTV customer for sixteen years and have never experienced consistency with their CSRs.
     
  11. Peapod

    Peapod Godfather

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    Oct 14, 2006
    I'm not disagreeing with you, but I wanted responding to the assertion in the previous post without disputing it. I personally think they are probably not breaking rules when they do things like this, I just think DirecTV has a policy of treating equal customers inequally, and I'm tired of it.
     
  12. DodgerKing

    DodgerKing Hall Of Fame

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    Apr 28, 2008
    Call them and ask them nicely. Promote Direct and brag about them in the process
     
  13. Inkosaurus

    Inkosaurus Icon

    678
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    Jul 29, 2011
    No more often then not theres mores rules to each promotion that you can count on one hand and more often then not most customers requesting said promotion dont qualify for it or shouldnt get it.

    Ill use dish network as an example as i currently work there and some of there current promotions are still fresh in my head.

    There is a reactive promotion for existing customers to get HBO, starz, cinemax, showtime and dish platinum free for 3 months.
    Adjustment alert accounts (customers who have received to many promotions/credits or are trouble customers) dont qualify for this promotion.

    Along side with this if you already have the movie packages a CSR is not allowed to remove them for you then add on the promotion. (so people with americas everything pack do not qualify as well).
    And on top of that in order for a customer to get this in the first place they must specifically call in and ask why new customers get the "pick your premium" promotion.

    Only after having done all of the above can a existing customer get those movie channels.
    Theres a thread in the dish section about members here playing CSR roulette for this promotion, i welcome you to go have a read in it and see all the varying results.

    As someone who has worked in the call center business for quite awhile i can without a doubt tell you its not about finding a nice CSR, its about finding a CSR willing to put there neck out on the line for you. If there werent rules for these promotions agents would just follow through and give you the promotion right away to end the phone call.
    Its easier to tell someone that they can get something free then to tell them they dont qualify (obviously).

    That and its fairly asinine to assume a company wouldnt place rules/stipulations on how an agent can offer promotions, other wise everyone would get promotions for any reason "Hey want hbo? just give me a 5 on that suvey"..
     
  14. JACKIEGAGA

    JACKIEGAGA N.Y. FOOTBALL GIANTS

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    Dec 11, 2006
    Long Island, NY
    Here is your answer Spazzman.


    When I got RZC I just flat out asked for it, but I went staight to Retention. Sorry csrrocks no disrespect to you. :)
     
  15. oldengineer

    oldengineer Godfather

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    May 25, 2008
    I think the problem with the freebies that D* issues is that on the surface there doesn't seem to be any consistency in their allocations. I've seen subs 6 mos into a 2 year commitment get the NFLST for free and 5+ year subs out of contract get denied. I've also seen many subs get freebies by making repeated calls. One thing seems to be true; if you're a good customer out of contract and you call Retention intending to cancel you'll get a good offer to stay.
     
  16. tcusta00

    tcusta00 Active Member

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    Dec 31, 2007
    Exactly. The fact that only retention can add RZC is a problem. There's competition out there.

    And if you've hung around here longer than 2 months you'd know I'm the first to call out entitlement trolls. I'm not one of them. Comcast and verizon give RZC for free. I'm not under contract. I got it last year. It somehow doesn't exist this year? Right.

    Ball's in your court, Directv. :sure:
     
  17. RD in Fla

    RD in Fla Icon

    529
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    Aug 26, 2007
    Same here. Took about 3 minutes. Must be us Giant fans :lol:
    I have had to refresh my services each Sunday to get the channel to come in though.
     
  18. trh

    trh This Space for Sale

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    Nov 2, 2007
    NE FL
    Not true. I called and talked with the first CSR I got (no "cancel" twice). Told him I had NO intention of leaving DirecTV but I had heard others were getting RZC for free. I heard him typing after he said "let me check your account" and then said I was qualified and added it. This was late-July (the 20th).
     
  19. tcusta00

    tcusta00 Active Member

    7,911
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    Dec 31, 2007
    I stand corrected.

    This doesn't make it any better though. It should be the same rules for everyone. And it should be clear.
     
  20. Inkosaurus

    Inkosaurus Icon

    678
    1
    Jul 29, 2011
    So customers whom:

    Dont pay there bill at all/on time.
    Harass employees/CSR's
    Continually call in for credits/promotions

    Deserve to have the same promotions the good customers get?
    Thats not how it works, not every customer account is the same and thats why not everyone gets the same deals.
    Live with it, its not going to change.
     

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