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will Dish match Suddenlink's $500 offer to switch to cable?


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#21 OFFLINE   olguy

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Posted 27 October 2012 - 06:10 AM

If a provider pays that much to acquire you as a customer you better be worth it. At minimum expect a contract with a high early termination fee so they can get the money they paid to terminate your old provider's service back.

Both times I tried Suddenlink, a couple of years ago and a few months ago there was no contract. It was month to month. Plus 30 day free trial.
Just another old geezer killin' time till time kills me.

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#22 OFFLINE   James Long

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Posted 27 October 2012 - 07:09 AM

Both times I tried Suddenlink, a couple of years ago and a few months ago there was no contract. It was month to month. Plus 30 day free trial.

I can't find the $500 offer specifically, but here is Suddenlink's residential service agreement:
http://www.suddenlin...s-agreement.php

Early Termination Fees. If you cancel, terminate or downgrade the Service before the completion of any promotional term to which You agreed ("Initial Term"), you agree to pay Suddenlink an early cancellation fee of up to two hundred ($200.00) plus all outstanding charges for all Services used and Equipment purchased for which you have not paid us prior to termination. You agree that early cancellation fees or any other fees may automatically be charged to your account and your credit or debit card provided to Suddenlink Communications and you agree to pay such fees.

I would be surprised if the $500 rebate did not have a higher cancellation fee or a promotional term attached.

If the OP or someone else could find a link to the specific offer it should reveal the full story.

#23 OFFLINE   fudpucker

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Posted 27 October 2012 - 07:30 AM

Having been a customer of DirectTV and Dish, my general observation was that DirectTV had a much more aggressive customer retention program than Dish. We have moved quite a bit, and when we had DirectTV I would call them and tell them we were moving, and I was assessing my options. No threats, no BS, just the truth. If I was talking to a customer retention specialist, they always offered some very nice incentives to stay with DirectTV. And they seemed to do it in a very personal manner - e.g. once the customer service rep asked me my general viewing preferences, sports likes, etc. I was living in Chicago at the time, and she asked if I was a Bears fan. Yep, sure am. OK - what if we give you the NFL Sunday Ticket next season for free, no obligation to continue to purchase, so that you can follow them after you move to Kansas City? That was a nice touch. They also always upgraded me to the latest and greatest highest end equipment, no charge, each move. And the usual, like HBO for a year, etc.

Dish, on the other hand, seems kind of apathetic. When we have moved with them (and we subscribe to a $100+ package, autopay and never missed a payment, etc.) they were very "OK, so what?" Well, do you have any incentives to stay with Dish? Oh. How about $10 off for 3 months? That type of response.

I actually asked the customer retention specialist that asked about me and offered the Sunday Ticket, upgrade to highest end equipment, and so on why the effort? She said her boss stressed to them the desire to keep good customers, and how little it actually cost them. She said, were you going to spend the $350 for Sunday Ticket had I not offered it? I said probably not. She said, do you think it actually costs DirectTV $350 to push a button and let you watch it? And if you're the kind of person who WOULD subscribe, you probably will after watching it for a year, so it's a win/win. She said it costs DirectTV very little to upgrade me to the latest and greatest equipment, since they give that out to new customers all the time, so why should we treat a loyal customer worse than someone who has just started subbing to us? The attitude was always just a bit more personal and thoughtful than what I've seen with Dish.

Caveat: That is just my personal, anecdotal experience as a Satellite subscriber since 1995. I don't know if it is normal or unusual, but for me, it has been pretty consistent.

#24 OFFLINE   tampa8

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Posted 27 October 2012 - 07:42 AM

Dish, on the other hand, seems kind of apathetic. When we have moved with them (and we subscribe to a $100+ package, autopay and never missed a payment, etc.) they were very "OK, so what?" Well, do you have any incentives to stay with Dish? Oh. How about $10 off for 3 months? That type of response.


I agree and that's why I answered above Dish will not match that to keep a customer. I am a very long time customer of Dish, never had Direct TV, so I can't speak from experience or direct knowledge about Direct TV. That said, the numbers quoted on what was promised just does not seem realistic. That's $560 off, or something like five months or so free of a two year contract. I can say with all certainty in no way would Dish ever give that to keep a customer, so I don't know about Direct doing that to get a customer.

Edited by tampa8, 27 October 2012 - 07:48 AM.


#25 OFFLINE   patmurphey

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Posted 27 October 2012 - 08:54 AM

...DirecTV matched Suddenlink's offer. Free installation with
two HD DVRs, one-time $350 credit on the first statement and $15
credit per month for the next 11 months, and also free HBO for 6 months.
...


Okay, "installation" is free. Did you ask what charges the $350 credit applies to?

#26 OFFLINE   olguy

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Posted 27 October 2012 - 06:05 PM

I can't find the $500 offer specifically, but here is Suddenlink's residential service agreement:
http://www.suddenlin...s-agreement.php

Early Termination Fees. If you cancel, terminate or downgrade the Service before the completion of any promotional term to which You agreed ("Initial Term"), you agree to pay Suddenlink an early cancellation fee of up to two hundred ($200.00) plus all outstanding charges for all Services used and Equipment purchased for which you have not paid us prior to termination. You agree that early cancellation fees or any other fees may automatically be charged to your account and your credit or debit card provided to Suddenlink Communications and you agree to pay such fees.

I would be surprised if the $500 rebate did not have a higher cancellation fee or a promotional term attached.

If the OP or someone else could find a link to the specific offer it should reveal the full story.

My geezer memory may have kicked on the contract issue but I do know it's 30 day free trial because I canceled after less than 30 days and there was no charge. And I currently don't plan on leaving Dish unless I decide to go OTA only.
Just another old geezer killin' time till time kills me.

#27 OFFLINE   James Long

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Posted 27 October 2012 - 08:37 PM

My geezer memory may have kicked on the contract issue but I do know it's 30 day free trial because I canceled after less than 30 days and there was no charge. And I currently don't plan on leaving Dish unless I decide to go OTA only.

For the offer you took you are probably right. The cancellation terms I found were for accounts that had a "promotional term" ... a commitment period. I would not expect a $500 rebate to be offered without some promotional term/cancellation penalty.

#28 OFFLINE   tenwinecans

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Posted 28 October 2012 - 09:37 AM

Here's hoping they don't give you a pair of HR22-100s. Mine was so slow, I actually left DirecTV over it.


That's what I was afraid of. I was a former DirecTV customer, until they
stopped offering TiVo DVRs. Then I jumped ship to Dish and have been
pretty happy.

I also wonder why DirecTV can match Suddenlink's offer, but Dish wouldn't.
Guess it's like Verizon and AT&T. A couple of months ago, I had a problem
with my new Verizon Samsung GSIII. After two long calls to tech support,
the problem turned out to be unsolvable(which was recently solved via a
software OTA update). A day later, I called again and got a level II tech
support supervisor, who immediately offered me a $75 account credit or
a free exchange to a "better" phone, the Motorola RAZR, which IMHO was
definitely not a "better" phone than my GS3. :) I took the $75. My point
is that it's really YMMV who you talk to at the big corporations. Some will
offer you zilch and some offer a bit of money to shut customers up. :nono:

#29 OFFLINE   boba

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Posted 28 October 2012 - 11:07 AM

That's what I was afraid of. I was a former DirecTV customer, until they
stopped offering TiVo DVRs. Then I jumped ship to Dish and have been
pretty happy.

I also wonder why DirecTV can match Suddenlink's offer, but Dish wouldn't.
Guess it's like Verizon and AT&T. A couple of months ago, I had a problem
with my new Verizon Samsung GSIII. After two long calls to tech support,
the problem turned out to be unsolvable(which was recently solved via a
software OTA update). A day later, I called again and got a level II tech
support supervisor, who immediately offered me a $75 account credit or
a free exchange to a "better" phone, the Motorola RAZR, which IMHO was
definitely not a "better" phone than my GS3. :) I took the $75. My point
is that it's really YMMV who you talk to at the big corporations. Some will
offer you zilch and some offer a bit of money to shut customers up. :nono:

Or squeaky wheels like you are just cut loose to become someone elses problem.

#30 OFFLINE   Inkosaurus

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Posted 29 October 2012 - 02:07 PM

I also wonder why DirecTV can match Suddenlink's offer, but Dish wouldn't.


D* hasnt matched the offer.
A CSR who is likely to be fired sooner or later claimed it could be matched, we have yet to see if they will (aka, they wont). ;)

#31 OFFLINE   satcrazy

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Posted 31 October 2012 - 11:24 PM

Having been a customer of DirectTV and Dish, my general observation was that DirectTV had a much more aggressive customer retention program than Dish. We have moved quite a bit, and when we had DirectTV I would call them and tell them we were moving, and I was assessing my options. No threats, no BS, just the truth. If I was talking to a customer retention specialist, they always offered some very nice incentives to stay with DirectTV. And they seemed to do it in a very personal manner - e.g. once the customer service rep asked me my general viewing preferences, sports likes, etc. I was living in Chicago at the time, and she asked if I was a Bears fan. Yep, sure am. OK - what if we give you the NFL Sunday Ticket next season for free, no obligation to continue to purchase, so that you can follow them after you move to Kansas City? That was a nice touch. They also always upgraded me to the latest and greatest highest end equipment, no charge, each move. And the usual, like HBO for a year, etc.

Dish, on the other hand, seems kind of apathetic. When we have moved with them (and we subscribe to a $100+ package, autopay and never missed a payment, etc.) they were very "OK, so what?" Well, do you have any incentives to stay with Dish? Oh. How about $10 off for 3 months? That type of response.

I actually asked the customer retention specialist that asked about me and offered the Sunday Ticket, upgrade to highest end equipment, and so on why the effort? She said her boss stressed to them the desire to keep good customers, and how little it actually cost them. She said, were you going to spend the $350 for Sunday Ticket had I not offered it? I said probably not. She said, do you think it actually costs DirectTV $350 to push a button and let you watch it? And if you're the kind of person who WOULD subscribe, you probably will after watching it for a year, so it's a win/win. She said it costs DirectTV very little to upgrade me to the latest and greatest equipment, since they give that out to new customers all the time, so why should we treat a loyal customer worse than someone who has just started subbing to us? The attitude was always just a bit more personal and thoughtful than what I've seen with Dish.

Caveat: That is just my personal, anecdotal experience as a Satellite subscriber since 1995. I don't know if it is normal or unusual, but for me, it has been pretty consistent.


I don't know if you are the exception, and I don't know about how dish would react to leaving, but when I had Direct, I satisfied my contract, had autopay, wasn't a "problem" customer. Direct had at that time a free preview of the next tier for subs. When I tried to upgrade, they insisted I needed a HD reciever. I asked why, if I could already view those channels on my SD box [ didn't have a HD tv then] They couldn't answer that, they just insisted I needed a HD receiver to upgrade to the next tier. When I asked if I upgrade to a hd receiver, would that lock me in to another 2 year contract, the first 3 CSR's said no they didn't believe so.[?] Not a definitive answer yet, so I called again because I thought it would. The forth gal finally said yes, it would. [ I didn't want another contract]
It just felt so underhanded to me, and I wanted those extra channels without the BS. So by jerking me around they lost a customer, and shortly after subbing with dish the "come back" calls started with multiple offers, including paying off my remainder with Dish. I finally told them that I intended to honor my contract with Dish, just like I did with them, and if I decide to come back, I would call, but until then, please stop the phone calls.

Perhaps Direct has changed policy now, but at the time it left a bad taste in my mouth.

#32 OFFLINE   fudpucker

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Posted 01 November 2012 - 09:14 AM

What I found, many years ago, was that you needed to ask to be connected to a customer retention specialist when you were moving or contemplating a change in order to get a higher level of "personal" touch from DirectTV. Again, maybe I was just lucky, but the 5 times we moved while we had DirectTV we were always treated like someone they really did not want to lose (when talking to Customer Retention people) and it was usually a very personal discussion rather than a simple "Here's the standard offer I'm reading off a sheet". Discussions of whether I was a sports fan and which sport and my favorite teams, do I have kids and what are their ages if I don't mind sharing, what kind of shows do you and your wife prefer or if you got a free year of a premium movie channel, would you prefer the kind of shows on HBO vs. Showtime (even once, we'll give you both for 3 months, then you decide which you prefer and let us know and we'll give you that one for free for the rest of the year,) etc. I even had one retention specialist suggest that she give us one more free HD DVR than I thought we'd need, when she heard that the house we'd be moving to had a full finished basement and our kids were now in their teens.

My experience with Dish is less than with DirectTV - only one move - but I really felt like an account # only at that time. We're moving, looking at all our options, fulfilled our contract with Dish, at the $100+ level with Dish with autopay/never missed a payment, the response was do you want to schedule a move? Well, maybe, does Dish have any special deals or anything at this time to consider as I consider my move? Nope. Silence. Etc.

#33 OFFLINE   tenwinecans

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Posted 01 November 2012 - 03:41 PM

OP here... just a little update.

The same Dish agent called me back and made me an offer I couldn't refuse: :rolleyes:

(1) one Hopper (normally $99, I believe?)
(2) three Joeys or 2nd Hopper (I accepted three Joeys)
(3) account credit of $10 for 12 months
(4) free install, provided I sign up for protection plan and keep it for 120 days
(5) HBO or Cinema at half price for 6 months.
(6) agree to renew my contract for 24 months
(7) maintain at least "Dish America" package(or above) for 30 days



I accepted the offer yesterday afternoon. All except (5). The installer showed up
this morning and did the job in an hour. I'm now a very happy camper. :)

#34 OFFLINE   Inkosaurus

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Posted 01 November 2012 - 04:55 PM

I dont see why number 7 on that list would be necessary o.O

#35 OFFLINE   tenwinecans

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Posted 01 November 2012 - 06:12 PM

I dont see why number 7 on that list would be necessary o.O


the agent said it was necessary because other wise the system wouldn't let her
put the work order through... not really sure why... but she said I can just
go ahead and downgrade after 30 days, or after the next statement is printed,
whichever comes first.

#36 OFFLINE   Inkosaurus

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Posted 01 November 2012 - 06:49 PM

I used to work there and unless they drastically changed how things work I cant really see why that would be neccessary. Thats pretty fishy..

What receivers did you have before the upgrade, which package ect?

Are you signing up for HD for the first time? The reason I ask is because I know there are some agents who didnt have the nerve to tell a customer that they couldnt qualify for HDfree for life, so they would just sent them up on one of the Dish America packages instead (since there 10$ cheaper) and then just hope the customer wouldnt bother to check the line up during the call.

That just does not seem right to be honest, I would ask DIRT to check that out for you to be safe.

#37 OFFLINE   satcrazy

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Posted 04 November 2012 - 02:20 AM

What I found, many years ago, was that you needed to ask to be connected to a customer retention specialist when you were moving or contemplating a change in order to get a higher level of "personal" touch from DirectTV. Again, maybe I was just lucky, but the 5 times we moved while we had DirectTV we were always treated like someone they really did not want to lose (when talking to Customer Retention people) and it was usually a very personal discussion rather than a simple "Here's the standard offer I'm reading off a sheet". Discussions of whether I was a sports fan and which sport and my favorite teams, do I have kids and what are their ages if I don't mind sharing, what kind of shows do you and your wife prefer or if you got a free year of a premium movie channel, would you prefer the kind of shows on HBO vs. Showtime (even once, we'll give you both for 3 months, then you decide which you prefer and let us know and we'll give you that one for free for the rest of the year,) etc. I even had one retention specialist suggest that she give us one more free HD DVR than I thought we'd need, when she heard that the house we'd be moving to had a full finished basement and our kids were now in their teens.

My experience with Dish is less than with DirectTV - only one move - but I really felt like an account # only at that time. We're moving, looking at all our options, fulfilled our contract with Dish, at the $100+ level with Dish with autopay/never missed a payment, the response was do you want to schedule a move? Well, maybe, does Dish have any special deals or anything at this time to consider as I consider my move? Nope. Silence. Etc.


fud,
At the time, I didn't know about customer retention specialists, [ I actually learned about them from this forum] but when I did have a question about my service not too long ago, after a few questions from a regular CSR, they put me through to one, and the issue was taken care of. Direct never gave me that option. Had I known what I know now:rolleyes: I would have approached it differently.

I'm good with Dish tho, so things worked out well.

So, did you ask for a retention person when you got the silent treatment?

#38 OFFLINE   fudpucker

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Posted 04 November 2012 - 01:23 PM

fud,
At the time, I didn't know about customer retention specialists, [ I actually learned about them from this forum] but when I did have a question about my service not too long ago, after a few questions from a regular CSR, they put me through to one, and the issue was taken care of. Direct never gave me that option. Had I known what I know now:rolleyes: I would have approached it differently.

I'm good with Dish tho, so things worked out well.

So, did you ask for a retention person when you got the silent treatment?


Yeah, and the guy acted like he didn't know what I was talking about, seemed very insulted. He was someone at an Indian support desk, but I assume they know the system.

OTOH, I just had a long chat with a guy from their Indian support, and while he did the usual "follow my directions to the T" approach, he eventually worked to determine that I should not have been charged for something recently and put a credit on my bill. Service is like everything, right, it all depends on the person you get.

#39 OFFLINE   satcrazy

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Posted 05 November 2012 - 01:50 PM

Yeah, and the guy acted like he didn't know what I was talking about, seemed very insulted.

He was someone at an Indian support desk, but I assume they know the system

.

OTOH, I just had a long chat with a guy from their Indian support, and while he did the usual "follow my directions to the T" approach, he eventually worked to determine that I should not have been charged for something recently and put a credit on my bill.

Service is like everything, right, it all depends on the person you get.


1. Not always

2. Absolutely agree. As it has been pointed out on these forums "CSR roullette":)

#40 OFFLINE   Singe0255

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Posted 05 November 2012 - 10:49 PM

1. Not always

2. Absolutely agree. As it has been pointed out on these forums "CSR roullette":)


+1

This.




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