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Interesting comments on DirecTV and Retention

Discussion in 'DIRECTV General Discussion' started by hoopsbwc34, Jun 13, 2012.

  1. Jun 13, 2012 #1 of 132
    hoopsbwc34

    hoopsbwc34 Legend

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    http://www.mediapost.com/publicatio...eo-says-blackouts-may-be-necessary-but-n.html

    Seems it may get harder to get those good deals though retention.
     
  2. Jun 13, 2012 #2 of 132
    onebadmofo

    onebadmofo AllStar

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    Well can't blame him.

    Years back Sprint did the same thing. That said, look at Sprint nowadays....:nono2:
     
  3. Jun 13, 2012 #3 of 132
    hdtvfan0001

    hdtvfan0001 DIRECTV A-Team

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    Most companies would look at this as a smart business practice.
     
  4. Jun 13, 2012 #4 of 132
    Jon J

    Jon J Grouch Extrordinaire

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    We obviously don't know the exact definition of "bottom-end customers" but in my case I seem to qualify with 14 years perfect payment history with an average of about $140 per month. Giving DISH a 2-year tryout is looking better all the time. ;)
     
  5. Jun 13, 2012 #5 of 132
    Ira Lacher

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    "Bottom-end" customers are those from whom DirecTV has minimal NOI, meaning they have paid low monthly fees over a long term and have had investments in equipment. So if you are a low-tier subscriber who doesn't have premiums or sports packages, and has scored discounts on programming and receiver or other upgrades, consider yourself "bottom-end." And don't expect DirecTV to want to hold on to you when you call Retention. The CSR will be looking at a screen that identifies you as someone they don't necessarily want to keep.

    P.S. That would describe me.
     
  6. Jun 13, 2012 #6 of 132
    bidger

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    It's my understanding that DISH doesn't even have a Retention Dept. There is a DIRT team that monitors this board, not sure how much leverage they have in that regards. Personally, DISH comes in last as far as TV programming options, behind TWC, DirecTV, and antenna/streaming due to no HD locals, RSNs, and the pending loss of AMC. Award winning DVRs are a moot point when I can't record what I want. YMMV, of course.

    I would say paying $140/mo. should provide some perks. Is that just TV or are you doing satellite internet too? I, on other hand, sub to Choice Select and HD Extra, so I won't expect Retention to bend over backwards if/when I call to cancel.
     
  7. Jun 13, 2012 #7 of 132
    lparsons21

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    That's the irritating part, isn't it? You'd think any cable/sat provider would want to hold onto a long term customer with that much average payment, yet we see reports all the time that indicate that for all the talk about how it really isn't just a crap shoot, in reality it appears that way to the individual trying to get that great deal.

    From my personal point of view, both Dish and DirecTV provide nearly the same channel lineup (including HD), an HD picture that most can't tell much difference between, and good, solid equipment. Both have their quirks, both have their really great things. So which one I'm with is just which one is giving me the best bang for my buck!

    That said, if you are a big sports fan of some sports, then DirecTV is the best choice. For other sports, not much difference imo. And then there is the AMC issue that the Dish folks are facing these days. That may or may not turn out to be a really big deal for very long.
     
  8. Jun 13, 2012 #8 of 132
    Jon J

    Jon J Grouch Extrordinaire

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    Four HD DVRs three of which I own, PP, Choice Extra Classic and always at least one premium movie channel, usually STARZ. No sports oriented extras and I've never ordered a pay-per-view. Obviously I don't subscribe to the high-profit items so to DirecTV I'm not a particularly attractive customer.
     
  9. Jun 13, 2012 #9 of 132
    domingos35

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    i guess directv got tired of giving out equipment and freebies to all the customers that thought they were entitled just because.
     
  10. Jun 13, 2012 #10 of 132
    tonyd79

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    Just what makes you think you are a bottom end customer?

    I would think they are talking about not throwing deals at people who have the absolute basic packages. $140 a month sounds pretty much middle of the road to me.
     
  11. Jun 13, 2012 #11 of 132
    Jon J

    Jon J Grouch Extrordinaire

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    Comparing the offers I have recently received when inquiring about upgrading to an HR34 with those reported here.
     
  12. Jun 13, 2012 #12 of 132
    n3vino

    n3vino Godfather

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    Leon...
    It describes me too. I don't subscribe to premiums, and I don't order Pay per view. I am still in the first year of my contract. But when my contract is over, I don't expect any perks for extending my contract. The only thing extra I have is the maintenance plan, and I don't know how long I will keep that.
     
  13. Jun 13, 2012 #13 of 132
    hdtvfan0001

    hdtvfan0001 DIRECTV A-Team

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    One key factor in the definition of any "bottom tier" revolves around payment history. Customers who don't pay their bill are certainly not seen as a "plus".

    Then there are base services customers...nothing wrong there...but their monthly fees are simply less than other customers. Nothing unique there either.

    In the simplest form...ranking customers based on their levels of service and payment records is nothing new or revolutionary. The OP comments related to mapping any kind of promotions in line with different tiers. Again, not unique.
     
  14. Jun 13, 2012 #14 of 132
    bidger

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    PP=Protection Plan, correct? If so, that's a point in your favor. DVR + mirroring fees on 3 units. Premium channel on a regular basis, all pluses. Legacy package, I'm sure DirecTV would love to change that. You've probably already gotten offers. I gave up TC grandfathered to get ST for the cost of Premier and a HR21 for $99 in 2008. If I had it to do over I wouldn't. I have Lifetime DVR so that doesn't count in my favor since it generates no revenue.

    Still, your account looks pretty good. As you said you pay in full and on time.

    To be honest, if were to look at your account and see a legacy package, a premium channel, but no Premier, no Sports package or PPV, and 3 customer-owned HD-DVRs (all MPEG 4-capable, right?), one of which that could be sold to recoup the HR34 investment, I wouldn't give you the same price as someone with all leased equipment, Premier, Sports package(s), and 4 PPVs/month.
     
  15. Jun 13, 2012 #15 of 132
    Skarzon

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    As usual, YMMV, but I recently decided to switch to DISH after being with D* for over 8 years. I have a very average bill of about $90/month, PP, no premium channels and only order movies every once in a while (maybe 4/5 per year) with a crystal clear payment history. I haven't upgraded my equipment in 3 years and that was an R11 to R22 during a move (still running an HR20 as my only HD-DVR, with R22, R15 and a D11). I had inquired a couple of times about getting an HR34 and was always told it would cost $400 plus install charges for HHDVR and a new SWiM setup.

    So I called DISH yesterday, received a quote and scheduled an install. I was very happy with their offer and a bit excited to say "Hoppa" all the time :). I still feel that D* is the better service, so I planned to at least listen to their pitch, but was pretty sure they couldn't come close due to all the upgrades I wanted and would be receiving by switching to DISH.

    I called in to cancel and was routed to retention. Very helpful and knowledgeable rep discussed the situation and what I was getting from DISH and would want from D*. After some time on the phone, they ended up showing me how much they valued my business. It wasn't everything I wanted, but damn close. I ended up with all new equipment (HR34, HD-DVR, H24/25) except for the R22, SWiM setup, HHDVR, CCK and a couple of premiums for 6mo/1yr respectively. Final tally on my end was a new 24 month commitment and a $49.99 install fee.

    I called in thinking I was going to be switching providers and ended up happy to stay with D*. It still upsets me that you have to be half way out the door before they bring the love, but I guess that's how they've chosen to do business. I understand where they are coming from, but it doesn't always give you warm fuzzies.
     
  16. Jun 13, 2012 #16 of 132
    RunnerFL

    RunnerFL DIRECTV A-Team

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    I don't think the amount you pay has anything to do with it. I think their point is if you continually demand discounts you aren't someone they can make a profit on.

    Have fun with DISH!
     
  17. Jun 13, 2012 #17 of 132
    Jon J

    Jon J Grouch Extrordinaire

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    Your assumptions are unwarranted but thanks for the good wishes. ;)
     
  18. Jun 13, 2012 #18 of 132
    lparsons21

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    Most of the time you don't even have to ask for discounts on programming at least. I've never asked for any, but every time I shuffle premiums around a bit, they always offer something. Most often it is a discount on the premiums I'm dropping. Just like yesterday, since Starz doesn't have anything of interest right now and Cinemax is in the same boat, I wanted to drop them. They offered them at a discount, which I declined since I wasn't watching them anyway.

    So you don't have to 'demand' discounts to get them. But frankly what they will do for upgrades and such is really a crap shoot.
     
  19. Jun 13, 2012 #19 of 132
    lparsons21

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    As others have talked about, you really have to be ready to switch when you call in and get switched to retention. That is the best deal you probably can get. With the caveat, that if you call and say cancel, they might just let you. Personally I don't that would be the case for you.
     
  20. Jun 13, 2012 #20 of 132
    Ira Lacher

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    To some it's "continually demanding discounts." To others it's questioning why a longtime member in good standing, with an impeccable payment record, doesn't deserve the same consideration as a new, untested, member, who gets the tops in equipment and services, if not programming, just for signing up.
     

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