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Guest Message by DevFuse

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CSR from heaven!


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19 replies to this topic

#1 OFFLINE   amm0dawg

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Posted 11 July 2012 - 07:10 PM

I was going to switch to dish to save a little money so I called to cancel service and this is what I was offered to stay with directv:
Free Sunday ticket max
$20 credit for 18 months
$25 credit for 12 months
$15 credit for 12 months
$10 credit for 12 months
50% off starz for 12 months
Free Showtime for 12 months

I have been with directv for 6 years and this is the best that I've ever heard. I was not under contract and I had to agree to a 12 month contract. I have no problem with that. The CSR was the nicest I've ever came accross. She kept looking for more discounts. I would have stayed after she offered the Sunday ticket for free. Thanks for reading!

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#2 OFFLINE   adamson

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Posted 11 July 2012 - 07:15 PM

Another well trained csr at the helm. Directv really needs to have some uniform policies. This is out of the realm as far as credits are concerned. If you do in fact get what is stated good for you!

#3 OFFLINE   wilbur_the_goose

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Posted 11 July 2012 - 07:22 PM

I've been with D* since 1997. Paid every bill on time, sub (full price) to MLB, NFL, and NHL. Even did NBA this year.

In that time, I've gotten 3 months of Game Lounge.

DirecTV is seriously mismanaged. Please, D*, get some consistency.

#4 OFFLINE   amm0dawg

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Posted 11 July 2012 - 07:36 PM

I got these numbers from my online account. So I think I will get them.

#5 OFFLINE   Shades228

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Posted 11 July 2012 - 07:36 PM

Those may have been offered but they're not all active.
All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#6 OFFLINE   wahooq

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Posted 11 July 2012 - 07:38 PM

yikes..welcome to no more credit for awhile
My comments and opinions are my own and not necessarily those of DirecTV.

#7 OFFLINE   amm0dawg

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Posted 11 July 2012 - 07:39 PM

How do you explain that I see them on the transactions part of my account?

#8 OFFLINE   adamson

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Posted 11 July 2012 - 07:48 PM

This I can guarantee is going to anger many. Im sorry but I believe the OP and this type of bs from csr's gets me. So Shades how is it this occurred?

#9 OFFLINE   wilbur_the_goose

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Posted 11 July 2012 - 07:52 PM

Right.
I've ordered NFLST since '97 when it was a pixelated SD mess (but I still loved it).

Think I got a discount when I tried during a call last week? Nope - not one red cent.

I sent D* a Tweet and got nothing in return - all I did is ask why local big-spender customers get no love, but newbies that call "retention" get showered with goodies.

I'm major irked.

#10 OFFLINE   wahooq

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Posted 11 July 2012 - 10:35 PM

This I can guarantee is going to anger many. Im sorry but I believe the OP and this type of bs from csr's gets me. So Shades how is it this occurred?


By people that dont read the guidelines and practice conflict avoidnace. They think that giving the customer whatever they want is good customer service....the OP will probably end up on the fraud management klist and have all credit and discounts frozen for awhile. The MOST recurring credits allowed for 1 customer is like 240. per year. The CSR did this customer a disservice
My comments and opinions are my own and not necessarily those of DirecTV.

#11 OFFLINE   kb24sd

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Posted 12 July 2012 - 02:34 AM

By people that dont read the guidelines and practice conflict avoidnace. They think that giving the customer whatever they want is good customer service....the OP will probably end up on the fraud management klist and have all credit and discounts frozen for awhile. The MOST recurring credits allowed for 1 customer is like 240. per year. The CSR did this customer a disservice


So if someone refers 10 people which is the max for the RAF discount and they all activate service and become new D* members. The persons account that is getting credited with $1000 will pop up on D* fraud management list ?

#12 OFFLINE   Shades228

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Posted 12 July 2012 - 03:22 AM

I'm not going to call the OP a liar and I can't get into company specific issues but let's just say that there are systemic policies in place that would prohibit this. If someone did do something to intentionally circumvent them then there are some negative outcomes that could happen. That's about all I'll say on the matter.
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#13 OFFLINE   wahooq

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Posted 12 July 2012 - 09:09 AM

So if someone refers 10 people which is the max for the RAF discount and they all activate service and become new D* members. The persons account that is getting credited with $1000 will pop up on D* fraud management list ?


Sorry should be clearer....what you are referring to is a prmotion...what i was referring to and what the OP seems to have received are what are called "discretionary" credits. Like Shades says there are ways around it but it is not standard policy
My comments and opinions are my own and not necessarily those of DirecTV.

#14 OFFLINE   fsquid

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Posted 12 July 2012 - 10:30 AM

I called to "cancel" two days ago and got:

Free HR 34
Free Install
Free Sunday Ticket
$10 off for 12 month - regular package
$10 off for 12 month - sport package

Been with DTV for 2 years, but if you mention that hopper thing you get transferred in record time.

#15 OFFLINE   Taintedahab

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Posted 13 July 2012 - 12:49 AM

I was going to switch to dish to save a little money so I called to cancel service and this is what I was offered to stay with directv:
Free Sunday ticket max
$20 credit for 18 months
$25 credit for 12 months
$15 credit for 12 months
$10 credit for 12 months
50% off starz for 12 months
Free Showtime for 12 months

I have been with directv for 6 years and this is the best that I've ever heard. I was not under contract and I had to agree to a 12 month contract. I have no problem with that. The CSR was the nicest I've ever came accross. She kept looking for more discounts. I would have stayed after she offered the Sunday ticket for free. Thanks for reading!


Am I to understand that you're saying that you were given 1373.77 in credits by one agent? I understand trying to keep a customer to a point, but that's utter ridiculous. If that was my employee I'd have fired them so damned fast they'd have made a sonic boom on their way out the door.

#16 OFFLINE   wahooq

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Posted 13 July 2012 - 01:48 AM

Am I to understand that you're saying that you were given 1373.77 in credits by one agent? I understand trying to keep a customer to a point, but that's utter ridiculous. If that was my employee I'd have fired them so damned fast they'd have made a sonic boom on their way out the door.


+1
i've always said there should be something built into the system to stop this kind of ****
My comments and opinions are my own and not necessarily those of DirecTV.

#17 OFFLINE   Inkosaurus

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Posted 13 July 2012 - 04:27 AM

Unlike my former co-workers I can (atleast I think I can lol) can say what I would like to say :P

Just because you got the farm doesnt mean Dtv doesn't reserve the right to take it right back, situations like this where the CSR goes nuts with credits results in the customer losing most if not all of the credits offered.
And the CSR likely getting put on a "Final" or more then most likely fired.

Edited by Inkosaurus, 13 July 2012 - 04:36 AM.


#18 OFFLINE   tvropro

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Posted 13 July 2012 - 05:22 AM

With some of the crazy credit numbers I have read on the net, one wonders if it would be cheaper for D* to resolve the dispute already vs tossing all the cash at the subs just to keep the war going having them hold out. :confused:

#19 OFFLINE   Smoot

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Posted 13 July 2012 - 05:27 AM

I was going to switch to dish to save a little money so I called to cancel service and this is what I was offered to stay with directv:
Free Sunday ticket max
$20 credit for 18 months
$25 credit for 12 months
$15 credit for 12 months
$10 credit for 12 months
50% off starz for 12 months
Free Showtime for 12 months

I have been with directv for 6 years and this is the best that I've ever heard. I was not under contract and I had to agree to a 12 month contract. I have no problem with that. The CSR was the nicest I've ever came accross. She kept looking for more discounts. I would have stayed after she offered the Sunday ticket for free. Thanks for reading!


You won't see all these credits. This is bulls*** if I've ever seen it. Nice try, though.

#20 OFFLINE   fsquid

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Posted 13 July 2012 - 07:38 AM

I do agree that the credits stated above are a bit too much.




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