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Guest Message by DevFuse

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Free HD for life (24 months for existing subs)


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2475 replies to this topic

#2326 OFFLINE   miesque1127

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Posted 31 July 2012 - 12:56 PM

Exactly.

Practically everyone had HD service, it shouldn't be treated as a special add on.

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#2327 OFFLINE   bumeister

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Posted 31 July 2012 - 01:02 PM

Next time they ask that, tell them hard core porn. There will be a very long period of silence on the other end. :lol:

Seems to me that this credit should be standard across the board for everyone. Either offer the HD discount to everyone, or don't. Better yet, just include HD in the monthly base price and be done with it. Don't understand why HD is considered a premium at this point.


lol RE: the pr0n suggestion.

I couldn't help myself, I just had to call back and see what the deal was. I got a friendlier rep, she said that since the other rep had already entered the DVR fee into the system she could not extend the HD credit. But, she did give me a one-time credit of $24 to account for the $2/mo difference. Good enough. She said "Just call back right before the credit expires and we'll see what we have available."

She also threw in 6 months of Showtime. I can't say I am displeased, in the end, although it does kind of suck that it's so variable from rep to rep.

#2328 OFFLINE   cobaltblue

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Posted 01 August 2012 - 01:28 PM

Contacted D* regarding my ending 2yr HD credit. The Retention CSR gave me a very good deal. I received my $10 HD for one more year plus an additional $10 Base Package credit for a year. The rep was very helpful and informative.

#2329 OFFLINE   levibluewa

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Posted 01 August 2012 - 09:06 PM

Called today to clarify an over-billing issue, the $10 HD fee being part of the issue. Retention told me that the 24-month free HD had expired and that offer was NOT currently available. Really!!! Retention failed, now I save $79 a month :)

#2330 OFFLINE   usnret

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Posted 01 August 2012 - 09:13 PM

I called today as my free HD ran out. CSR couldn't extend the HD but did give me $10 per month on my basic package for 12 months. Better than not getting anything.
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#2331 OFFLINE   Badger

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Posted 02 August 2012 - 08:12 AM

I called Direct a few minutes ago and got my free $10 HD fee extended for 24 months. I called and got a regular phone person who said I couldn't have the 24 month extension so asked to be transfered to retention. Retention told me almost immediatly I would get the 24 month extension and in a few minutes it was a done deal! they will credit me $20 on the next bill to make up for the $10 not on the bill I received yesterday.
Just ask for retention when you call and you will have a better chance of getting the extention. I had to wait on hold for about 2 minutes while he checked something which I figured was my account status and longevity with Direct etc. but he had told me even before the hold that I would get the 24 month extension.

#2332 OFFLINE   codespy

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Posted 02 August 2012 - 06:45 PM

That's great news. Maybe they have extra sympathy for us folks in Wisconsin. :)

#2333 OFFLINE   kwasmo

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Posted 03 August 2012 - 07:19 AM

I called yesterday and got NFL Max for 24.99 for 6 months. Also gave me:

08/01 08/31 PREMIER Save on HBO for 6 Mos -5.00 Credit

08/01 08/31 PREMIER Save $5/6 Mos on STARZ -5.00 Credit

08/01 08/31 PREMIER Save $5/6 Mos on SHOWTIME -5.00 Credit

08/01 08/31 PREMIER $10 Off SPORTS for 6 Mos -10.00 Credit


So I called back today to try and get 10.00 off HD for 24 months and retention would only give me 10.00 off for 6 moths.

I've been a subscriber since 1999 with the premium package including all the little extra's and NFL & MLB. My normal bill is over 230.00 a month with the extra tv's I have.

#2334 OFFLINE   jdspencer

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Posted 03 August 2012 - 02:04 PM

So what are the chances that I'll get the $10 off reinstated if I call?
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#2335 OFFLINE   wahooq

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Posted 03 August 2012 - 03:52 PM

I called my electric company and asked for any kind of discounts.......didn't get any
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#2336 OFFLINE   RACJ2

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Posted 03 August 2012 - 06:39 PM

I called my electric company and they wouldn't give me a discount either. So I switched to another electric provider.
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#2337 OFFLINE   dpeters11

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Posted 03 August 2012 - 07:06 PM

I called my electric company and they wouldn't give me a discount either. So I switched to another electric provider.


But to more closely match some customers, in a year or two you'd need to ask your new company for discounts, then switch if they don't give enough, rinse and repeat. There are some that switch between Dish and DirecTV every two years like clockwork to get the new subscriber deals. It would drive me crazy, not to mention the wife.

#2338 OFFLINE   Tom Robertson

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Posted 03 August 2012 - 09:15 PM

I called my electric company and asked for any kind of discounts.......didn't get any


I called my electric company and told them I'd switch to any of the other electric companies in my area. They laughed. That is why they are a monopoly and Pay TV is not (well, less so.)

I also went to Starbucks and asked for an occasional discount. They gave me coupons to keep me. (Actually just a story, I don't drink coffee. But other companies I deal with do give me coupons or discounts from to time.) :)

And we also need to remember the industry. This industry is fighting to keep customers via give-aways. Other industries use manufacturers coupons or mail-in rebates (that they know only a small percentage will redeem.)

The game is afoot so we play. :)

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#2339 OFFLINE   RACJ2

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Posted 04 August 2012 - 01:28 PM

But to more closely match some customers, in a year or two you'd need to ask your new company for discounts, then switch if they don't give enough, rinse and repeat. There are some that switch between Dish and DirecTV every two years like clockwork to get the new subscriber deals. It would drive me crazy, not to mention the wife.

Not if they are the cheapest available. Switching electric providers is a bit less painful. The only change is who you send the payment to. The point is, if you don't like the price and can't get a discount, you can always switch providers.

I called my electric company and told them I'd switch to any of the other electric companies in my area. They laughed. That is why they are a monopoly and Pay TV is not (well, less so.)...

Peace,
Tom

May have a monopoly in Wisconsin, but not in Texas. For a 12 mo contract, we have 69 choices from electric providers.

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#2340 OFFLINE   Davenlr

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Posted 04 August 2012 - 01:48 PM

Well, they wouldnt renew my HD, so I canceled auto bill pay, and paperless billing. At least I will know what the bill is now before its taken out of my account. Maybe they will offer me HD later to renew billpay. If not, at least I am doing my part to support the USPS.

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#2341 OFFLINE   lesz

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Posted 04 August 2012 - 02:39 PM

It should be pretty clear to those who make decisions at DIRECTV that the way that they have handled the free HD issue and the renewal of the free HD credit has been a true blunder, and this thread alone should provide evidence to that effect. This thread has now been going on for 3 months, and it has 2340 posts. It is quite clear that the way that DIRCTV has handled this issue has hit a raw nerve with many of its customers.

Even though I know that only a small fraction of DIRECTV customers visit internet forums, threads like this are still customer relations nightmares for DIRECTV. Regardless of whether there might be good reasons why DIRECTV feels it needs to do things the way it does, customers are never going to be happy when something that was given to them is taken away. Nor are they going to be happy when they see that others are getting different/better "deals" than they are getting, and the three month long life of this thread just shines a light on those things that leave a bad taste in the mouths of DIRECTV customers.

Long before now, it would have been smart for DIRECTV to have regrouped on this issue because they are never going to come out ahead with regard to customer relations by continuing in the direction that they have gone so far. My guess is that DIRECTV's interests would be best served by announcing free HD for all, even if that means quietly rolling charges into increased programming package charges.

#2342 OFFLINE   Shades228

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Posted 04 August 2012 - 03:21 PM

It should be pretty clear to those who make decisions at DIRECTV that the way that they have handled the free HD issue and the renewal of the free HD credit has been a true blunder, and this thread alone should provide evidence to that effect. This thread has now been going on for 3 months, and it has 2340 posts. It is quite clear that the way that DIRCTV has handled this issue has hit a raw nerve with many of its customers.

Even though I know that only a small fraction of DIRECTV customers visit internet forums, threads like this are still customer relations nightmares for DIRECTV. Regardless of whether there might be good reasons why DIRECTV feels it needs to do things the way it does, customers are never going to be happy when something that was given to them is taken away. Nor are they going to be happy when they see that others are getting different/better "deals" than they are getting, and the three month long life of this thread just shines a light on those things that leave a bad taste in the mouths of DIRECTV customers.

Long before now, it would have been smart for DIRECTV to have regrouped on this issue because they are never going to come out ahead with regard to customer relations by continuing in the direction that they have gone so far. My guess is that DIRECTV's interests would be best served by announcing free HD for all, even if that means quietly rolling charges into increased programming package charges.


Let's say that all 2340 posts were posts stating that this sucks. Let's say that those 2340 people left. That would mean that this "issue" cost them a churn of .01%. Given that this site is a small sample size let's multiply this by 10 and say that they lost .1% due to this "issue". How many people did they make happy? I bet more than the 23,400 that could be upset.

Was it handled perfectly? No but it always wasn't some huge calamity that people make it out to be and in the large picture wasn't even something that stirred up much issue. The people who keep posting about it are the ones who keep wanting more and so again the vocal minority are the ones who keep this thread going.

Edited by Shades228, 04 August 2012 - 03:41 PM.


#2343 OFFLINE   usnret

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Posted 04 August 2012 - 03:33 PM

Wonder what sort of money D saves when a person goes paperless?
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#2344 OFFLINE   jagrim

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Posted 04 August 2012 - 04:02 PM

Well, they wouldnt renew my HD, so I canceled auto bill pay, and paperless billing. At least I will know what the bill is now before its taken out of my account. Maybe they will offer me HD later to renew billpay. If not, at least I am doing my part to support the USPS.



+1

I see no benefit in autopsy and the USPS needs our support.

#2345 OFFLINE   lesz

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Posted 04 August 2012 - 04:09 PM

Let's say that all 2340 posts were posts stating that this sucks. Let's say that those 2340 people left. That would mean that this "issue" cost them a churn of .01%. Given that this site is a small sample size let's multiply this by 10 and say that they lost .1% due to this "issue". How many people did they make happy? I bet more than the 23,400 that could be upset.

Was it handled perfectly? No but it always wasn't some huge calamity that people make it out to be and in the large picture wasn't even something that stirred up much issue. The people who keep posting about it are the ones who keep wanting more and so again the vocal minority are the ones who keep this thread going.


Consistently spoken by someone who has consistently spoken the company line. That consistent repetition of the company line really does bring your credibility in question. Whether you want to admit it or not, an issue like this is a black eye for DIRECTV with regard to PR and customer relations. If the concerns of those who are complaining were not a concern to DIRECTV, I couldn't imagine why retention and Ellen Filipiak's office are granting some sort of credit to virtually everyone who has called in to complain about the loss of the HD credit.

Edited by lesz, 04 August 2012 - 04:16 PM.


#2346 OFFLINE   wahooq

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Posted 04 August 2012 - 05:07 PM

My guess is that DIRECTV's interests would be best served by announcing free HD for all, even if that means quietly rolling charges into increased programming package charges.


Yeah and that wouldn't cause a firestorm...some people feel entitled to having all they want for as little as possible...thats never going to change.
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#2347 OFFLINE   Davenlr

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Posted 04 August 2012 - 05:26 PM

Yeah and that wouldn't cause a firestorm...some people feel entitled to having all they want for as little as possible...thats never going to change.


Only from companies that make me pay for stuff I dont want, to get the stuff I do.

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#2348 OFFLINE   bflora

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Posted 04 August 2012 - 05:39 PM

Let's say that all 2340 posts were posts stating that this sucks. Let's say that those 2340 people left. That would mean that this "issue" cost them a churn of .01%. Given that this site is a small sample size let's multiply this by 10 and say that they lost .1% due to this "issue". How many people did they make happy? I bet more than the 23,400 that could be upset.

Was it handled perfectly? No but it always wasn't some huge calamity that people make it out to be and in the large picture wasn't even something that stirred up much issue. The people who keep posting about it are the ones who keep wanting more and so again the vocal minority are the ones who keep this thread going.


Shame on us for expecting D* to honor their offer of an additional 24 months.

#2349 OFFLINE   dpeters11

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Posted 04 August 2012 - 05:53 PM

Consistently spoken by someone who has consistently spoken the company line. That consistent repetition of the company line really does bring your credibility in question. Whether you want to admit it or not, an issue like this is a black eye for DIRECTV with regard to PR and customer relations. If the concerns of those who are complaining were not a concern to DIRECTV, I couldn't imagine why retention and Ellen Filipiak's office are granting some sort of credit to virtually everyone who has called in to complain about the loss of the HD credit.


Do you really expect otherwise? Employees of DirecTV are generally going to stick to the company line, though Shades228 did say it could have been handled better, which I agree with. I have the free HD, and if I lose it, I lose it. I'll be a bit bummed out about it as I also no longer qualify for a $6 discount through my phone company but it is what it is.

I also want Mark Zuckerberg's .5% mortgage interest rate, but know I'm pretty much stuck with one closer to mine.

#2350 OFFLINE   narrod

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Posted 04 August 2012 - 06:19 PM

Do you really expect otherwise? Employees of DirecTV are generally going to stick to the company line, though Shades228 did say it could have been handled better, which I agree with. I have the free HD, and if I lose it, I lose it. I'll be a bit bummed out about it as I also no longer qualify for a $6 discount through my phone company but it is what it is.

I also want Mark Zuckerberg's .5% mortgage interest rate, but know I'm pretty much stuck with one closer to mine.


Mine came off the latest bill. I called and told them I wanted it back. They did it immediately and started a new 24 month clock. I just asked and did nothing else. I don't know how they make their decisions. I've been with them for almost 13 years.




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