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Special Phone Number?

Discussion in 'DIRECTV General Discussion' started by DolphinGirl, Aug 4, 2012.

  1. Aug 4, 2012 #1 of 18
    DolphinGirl

    DolphinGirl AllStar

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    I sent an email to D* to ask when my contract was up. They replied with a phone number 800-824-9081 that required I enter a provided PIN. When I called, the guy basically was trying to sell me stuff.

    Was this retention or just a standard number?
     
  2. bigmike200587

    bigmike200587 Mentor

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    Oct 24, 2009



    It is the retention number.
     
  3. Rich

    Rich DBSTalk Club DBSTalk Club

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    Piscataway, NJ
    Why do you need a PIN number?

    Rich
     
  4. Shades228

    Shades228 DaBears DBSTalk Club

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    Mar 18, 2008
    It's not the "retention" number it's just another number that allows you to enter a pin. That PIN will determine where you go. PIN numbers expire after a brief time so that people don't just use them to fast track to departments. Most specialty departments will use them so customer's in special situations can get through to that department quickly.
     
  5. bigmike200587

    bigmike200587 Mentor

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    Oct 24, 2009
    This is the retention number......could you imagine how many people would just call this number if you could call straight in?
     
  6. mkohlman

    mkohlman New Member

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    Aug 10, 2012
    Actually had the same situation today. Emailed DirecTV after having a frustrating experience with equipment and asked them when my contract was up. Got the same reply and the same push.

    Thanks for the replies here, while DirecTV isn't really solving the problem for me right now it helps to know what that number was about.

    Question: Would it help to email DirecTV instead? if so what would be the best email address?
     
  7. dpeters11

    dpeters11 Hall Of Fame

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    They use the same thing for Case Management don't they?
     
  8. Go Beavs

    Go Beavs Hall Of Fame

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    Yes, that was my experience the last time I dealt with case management.
     
  9. Rich

    Rich DBSTalk Club DBSTalk Club

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    Piscataway, NJ
    I'm used to getting PINs for the Case Management folks, first time I'd heard of a PIN for another number, just curious. Thanx.

    Rich
     
  10. Rich

    Rich DBSTalk Club DBSTalk Club

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    Piscataway, NJ
    Probably the same number of folks that call the regular number and ask to "cancel service". Someone asked me the same question when I began posting the number for the direct line to the Access Card Team. Same answer.

    Rich
     
  11. loudo

    loudo DIRECTV A-Team

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    Mar 24, 2005
    Central Maine
    The amount of time one has left on their contract should be posted on their "My Account" web page, like it used to be. I am sure it has been removed to stop people from thinking about when it is over. Out of site, out of mind, type of thing.
     
  12. Shades228

    Shades228 DaBears DBSTalk Club

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    Mar 18, 2008
    I heard a call a couple of years ago where a lady called in to ask about her end date. When the agent asked why she stated that she was having a problem with her receiver and the dealer she gets them through is no longer a DIRECTV dealer. When the agent asked if he could assist her she said no because she didn't want to pay their service fee. When the agent asked what fee she stated that she was told by her dealer that if she called DIRECTV they would charge her a service fee for each person she spoke with. Every time she had a problem she went through him. She had received multiple receivers from him at cost when all of these would have been covered through the protection plan. The agent then went on to explain her account and how it worked. She had been paying a lot more money than she ever needed, some movie channels, because she thought of the fees.


    Now most on here will talk about common sense and even fees would be cheaper. However it's not unheard of for people to have misconceptions of what is real. This may seem like an extreme example but it happens all of the time. People just assume, are told incorrectly, or read it on the internet that this is how things are when it comes to this situation. Just look at the amount of FUD that gets posted on here by ex customers who feel the need to troll to make themselves feel better about switching.

    Calling in costs them money so intentionally driving a call should make it clear the priority they place on it is. It can be an inconvenience if you're truly just wanting to know but again I've never heard anyone who just said "I was curious and just really wanted to know" without having an ulterior reason.
     
  13. Alan Gordon

    Alan Gordon Chancellor

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    Dawson, Georgia
    For the record, I've said "I was curious and just really wanted to know" about things many times in the past without having an ulterior reason. I'm a curious person.

    Also, there's been multiple times in the past where I've wondered how I stood with DirecTV commitment wise. Only twice (once was last year when I thought I'd have to cancel) have I had an ulterior motive.

    ~Alan
     
  14. carl6

    carl6 Moderator DBSTalk Club

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    Nov 15, 2005
    Seattle, WA
    I called to reactivate an old receiver yesterday, and after doing so asked about my commitment. The CSR said he would have to transfer me to someone else for that, he couldn't tell me.

    Have no idea why, and I didn't bother to have him transfer me. I'm pretty sure I don't have a commitment right now, but just wanted to confirm.
     
  15. dishrich

    dishrich Hall Of Fame

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    Well besides the fact it's absolute BS that D* will NOT simply reply to an e-mail with your commitment date, it's even MORE BS that they will NOT EVER put this in writing ANYWHERE - hmm, why do you supposed that is??? :mad: :rolleyes:
     
  16. bigmike200587

    bigmike200587 Mentor

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    Oct 24, 2009
    CM # 8004421635
    RT # 8008249081

    2 different phone numbers.... not sure what you guys are talking about????
     
  17. Shades228

    Shades228 DaBears DBSTalk Club

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    Phone numbers in systems like these are nothing more than tracking purposes or to jump start to specific menu options in automated systems. The numbers themselves will still have the same effect. If someone calls 18005315000 or 18003473288 (1800 DIRECTV) it's not that they're calling separate automated systems. The PIN is the important part of this whole thing. Once they put that in the system it will send them to where they need to go.
     
  18. inf0z

    inf0z Legend

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    Oct 15, 2011
    Actually the pin number acts as a password to reach that department directly with no transfers from a normal CSR needed. The 1800 number given for case managment or retention is in-fact a direct number to that department. The reason for the password (pin) is once someone gets ahold of a direct number to retention or case management they want to call them for everything rather than using the normal customer service 1800 number. The pin number prevents people from doing that because the pin number is updated once every few days.
     

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