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Guest Message by DevFuse

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Did D* change the voice promts when trying to get retention?


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18 replies to this topic

#1 OFFLINE   DrummerBoy523

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Posted 06 July 2012 - 07:22 PM

I said "cancel" and still only got a level one CSR - had to actually ask for a retention rep.

Did this twice with same results.

Did something with the IVR change?

Edited by DrummerBoy523, 11 July 2012 - 03:52 PM.

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#2 OFFLINE   wahooq

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Posted 06 July 2012 - 07:27 PM

hahahaha possibly because of message boards
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#3 OFFLINE   dpeters11

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Posted 06 July 2012 - 07:47 PM

I said "cancel cancel" and still only got a level one CSR - had to actually ask for a retention rep.

Did this twice with same results.

Did something with the IVR change?


so you asked if they were retention? I'd assume they wouldn't advertise the fact, even if they were.

#4 OFFLINE   Xsabresx

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Posted 06 July 2012 - 08:18 PM

They saw your $200 ST discount from last year and said "screw it, let the level one folks deal with them" :lol:
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#5 OFFLINE   spartanstew

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Posted 06 July 2012 - 08:22 PM

I don't know, I've never attempted to get retentions.

I'm sure Directv can't wait to get their hands on your unit.

 
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#6 OFFLINE   Combat Medic

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Posted 06 July 2012 - 08:57 PM

I don't know, I've never attempted to get retentions.


So you posted.....why?

#7 OFFLINE   wahooq

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Posted 06 July 2012 - 10:25 PM

So you posted.....why?


So you posted...why?
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#8 OFFLINE   sum_random_dork

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Posted 06 July 2012 - 10:43 PM

I noticed the same thing, I was calling into make a few changes and said "cancel" because it seems the retention CSRs really know what they are talking about. The 1st call (to add Showtime) went OK to start, but the CSR Forgot to authorize my recievers. So I called back got a 2nd CSR explained what happened and she authorized them. Then I asked about RZC as I have had it free for the last 2 years on my account. She informed me I must be mistaken because DirecTV has never offered it as a stand alone product. Shen went on and on how I have them confused with comcast etc. After told me I was wrong and never had RZC I just said "I am not going to argue what service I know I have had, I'll deal with it a later time..." and left it at that. I was rather frustrated by the whole situation.

I began to think the same thing as the OP, DirecTV no longer routes you to a rentention CSR when you say "cancel," I didn't even have the option to say "cancel" twice.

#9 OFFLINE   TBlazer07

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Posted 07 July 2012 - 05:21 AM

Probably because everyone now calls "retentions" (actually the dept is "retention" :)) the queue is so backed up it gets rolled over to a regular CSR which is what usually happens in a call center.

Edited by TBlazer07, 07 July 2012 - 07:55 AM.
Misspelled "retention" / fixed


#10 OFFLINE   dpeters11

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Posted 07 July 2012 - 06:20 AM

I noticed the same thing, I was calling into make a few changes and said "cancel" because it seems the retention CSRs really know what they are talking about. The 1st call (to add Showtime) went OK to start, but the CSR Forgot to authorize my recievers. So I called back got a 2nd CSR explained what happened and she authorized them.


Just to be sure, you know you don't have to call them to do a reauthorization, you can do it yourself, right?

#11 OFFLINE   trh

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Posted 07 July 2012 - 06:31 AM

Probably because everyone now calls "retentions" (actually the word is "retension" :)).

:confused:

#12 OFFLINE   dpeters11

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Posted 07 July 2012 - 06:34 AM

:confused:


Funny, I had no idea that "retension" isn't a word, at least according to Merriam-Webster. I use to retension Travan tapes.

#13 OFFLINE   TBlazer07

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Posted 07 July 2012 - 07:53 AM

:confused:

Yea, I typo'd a letter. :sure: I meant to say: it's RETENTION department not RETENTIONS. At least that's what it was when I was there (at Vonage not DirecTV) many years ago.

#14 OFFLINE   Doug Brott

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Posted 07 July 2012 - 09:53 AM

Retentions is similar to Daylight Savings Time
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#15 OFFLINE   cariera

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Posted 07 July 2012 - 10:51 AM

Funny, I had no idea that "retension" isn't a word, at least according to Merriam-Webster. I use to retension Travan tapes.


Actually retension might be the accurate descriptor here, as in "regarding tensions between the customer and Directv" or "re:tensions"

#16 OFFLINE   trainman

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Posted 07 July 2012 - 11:37 AM

Actually retension might be the accurate descriptor here, as in "regarding tensions between the customer and Directv" or "re:tensions"


Sounds like in some cases they're "extending tensions between the customer and DirecTV," a.k.a. "extensions." :D
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#17 OFFLINE   sum_random_dork

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Posted 07 July 2012 - 01:51 PM

Just to be sure, you know you don't have to call them to do a reauthorization, you can do it yourself, right?


The issue seemed to be the CSR never competed the activation.

#18 OFFLINE   DrummerBoy523

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Posted 11 July 2012 - 03:52 PM

I noticed the same thing, I was calling into make a few changes and said "cancel" because it seems the retention CSRs really know what they are talking about. The 1st call (to add Showtime) went OK to start, but the CSR Forgot to authorize my recievers. So I called back got a 2nd CSR explained what happened and she authorized them. Then I asked about RZC as I have had it free for the last 2 years on my account. She informed me I must be mistaken because DirecTV has never offered it as a stand alone product. Shen went on and on how I have them confused with comcast etc. After told me I was wrong and never had RZC I just said "I am not going to argue what service I know I have had, I'll deal with it a later time..." and left it at that. I was rather frustrated by the whole situation.

I began to think the same thing as the OP, DirecTV no longer routes you to a rentention CSR when you say "cancel," I didn't even have the option to say "cancel" twice.


you're right - I actually only said CANCEL once. I hate dealing with the level 1's - they screw things up too much.

And for all the smart asses who posted a bunch of crap that contributed nothing to this thread - get a life.
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#19 OFFLINE   DrummerBoy523

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Posted 11 July 2012 - 03:53 PM

so you asked if they were retention? I'd assume they wouldn't advertise the fact, even if they were.


Yes, I asked. They said "no" and then transferred me to retention.
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