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Discussion in 'DIRECTV General Discussion' started by oliversmall, Jul 13, 2013.
A good call. I tried "Contract End Date" and all I got was an automated response with my bill details. Tried a couple of times, that's all I got. So I said "Cancel" and got a regular CSR. Told him, in a friendly tone, I was under pressure from my wife to justify why we stayed with Directv at $185 when Dish was trying to get us back with a two year price lock at about $100 a month cheaper. He told me, well I see you got a reduction in Sunday Ticket, your promo credits ran out, nothing I can really do - so let me connect you with retention. (I thought I was about to be SOL.) So, fwiw, if you say "Cancel" and get someone, don't assume you're getting retention! I was surprised when he said he would transfer me to retention, just assumed that Cancel would automatically get me there.
Without a ton of details, got a great rep named Xavier (also got his ID - I will send a note to Directv praising him, I like to do that with a rep that helps me out.) I explained my situation, told him I wasn't calling to gripe, just can't handle the $185 when Dish is offering what they are offering. Also told him there was apparently a miscommunication because someone called, told me I was going to get HBO/Cinemax for free, but getting charged $18/month. He apologized for that and said I was not the first person to call with that issue. Told me he would removed it and give me a $30 credit (even though I've only paid $17.99) Then asked me if he got me down to around $100 per month with Sunday Ticket for free would that work for me? I might could have gotten more, but since I was paying about that for Dish, with no ST, I said that would be very generous of him and accepted.
He also took care of sending me a replacement Mini for one that's been giving me some intermittent issues. Waived any shipping charges, etc.
So, no jaw dropping deals, but a solid reduction from $185 to $100 with ST for free for the season. With the credits for the two payments I already made on ST, plus the $30 credit for the HBO/Cinemax, my next bill will be close to zero. So - I'm happy.
Again, my tone was friendly - told him up front I knew he probably got a ton of calls from people making demands, threats. etc. and I knew my bill was going to go up, and other than the HBO thing it was really all there for me to know but I just didn't realize it was going to go up so high. And that I needed ammo to keep my wife from killing me for not taking the Dish deal - happy wife=happy life. We laughed and chatted about some things while he was looking up my account, etc.
Glad it worked out for you. Just keep in mind the discount well isn't bottomless and will eventually run dry with every account.
Yep, for me the key will be what is the value of ST, which is the only real reason I went through the hassle of switching. I can't get my favorite team where I live, so ST is great (though I'd be perfectly happy to have an ST that only gave me my team and was a lot less money.) I MUCH prefer the Dish hardware and software, I just kinda learn to live with the Genie hardware software. When it is contract end date a year from now, if I can't get ST for free again I'll probably switch back to Dish. But for now, I'm happy for the next year.
Just got off a 44:56 minute phone call with support. I have been having problems with my HR34 unit hard drive failing (it was replaced in May for the hard drive). The woman I spoke with offered to ship a brand new HR44 unit (will believe this once I see it) for free. Showtime was included for 4 months free as well.
With a new one year agreement I was given Sunday Ticket, and $35 off a month for one year. Which puts my bill at $91.78 per month now. As long as the Genie unit I get works, DirecTV will get no complaints from me.
Premier customer since Jan. 2012. Have never paid full price. Called mid August since my promotions were ending. No deals other than free RedZone which I took. Called today, saying cancel 2 times at prompts. Asked if new promotions available since mine were expiring. CSR took around five minutes to give me $29 off my bill for 6 months. $5 for loyalty, $7 for Cinemax, $7 for HBO and $10 for sports package. Good enough for me, still happy with Directv.
Just another data point:
I'm just coming to the end of my initial 2-yr agreement, autopay, choice only, HR44+3mini. Called last year at this time and got ST max 1/2 price. Called just now and got $40 discount for 1 year, free ST (but had to pay $100 for max), free showtime 4 mos (which they said will automatically roll off). Also got GenieGo free, and no ship cost. I committed for 1 year.
I also asked to swap 1 mini for a wireless mini. They said they would waive the $99 fee for the wireless mini, but charge me $99 for the bridge. No install cost. But it would have required a 2-yr agreement. I declined.
I pretty much got shot down. under contract another 15 months (not sure how that got to be but separate issue) - called last month and got Sunday Ticket Max for half off (it was all I asked for). called today because a $20/mo promo for 12 months expired. I thought it would be a quick renewal and no problem. Was told that wasn't available and best they could do is $5 x 6 mos and $5 x 5 months off nba league pass (which I usually order).
Customer since 2011.
I think the key is to pay basically full rate for the last part of your contract. Once you are out, they seem more willing to deal. I paid full price for about 8 months, then called after my contract end and they gave me $55 off for 6/months and $50 for 6/months after that. It required a 1-year agreement, but all I was looking for was a match to what cable/Tivo or Dish was going to cost me if I switched.
Read post #623.
As the years go on, and I've been with DirecTV for over 17 years, all of this calling and haggling gets tiring. Our changing viewing habits and priorities along with more streaming choices (HBO Now, Showtime, etc.) are making us seriously consider cutting the cord.
Being able to cancel a premium channel for a few months simply by going online is worth a lot to me. I hate having to make a phone call, then waiting on hold, listening to the mandatory sales pitch, etc.
Of course, if DirecTV would offer more choices of smaller, less expensive programming packages, that would perhaps make us more likely to stay.
Yeah, I get why Directv wants you to jump through hoops and have a salesman try to talk you out of it, but I really appreciated the user friendly approach of letting you just go into your account online and add or subtract anything you wanted, any time of any day or night.
Hmmm, have you received DTV credits in the past? Just curious, since with my recent experience of being a 13+ year customer out of contract and not having received a bunch of credits for at least 2 years, I was able to get a free Wireless Genie Mini and free bridge (along with upgrading one of my HR24s to HR54--free as well)--all for the price of my agreeing to a 2-year commitment.
Having scoured these forums in the Sunday Ticket threads and the lower your bill threads, etc. I've come to the conclusion that, if you truly get a retention CSR (and it is not obvious when you get one - I've seen several people, including myself, say Cancel or Contract End Date and NOT connect with a Retention CSR until you explicitly ask for one) they can basically do whatever they want. I see, for example, some people who haven't had ST in a couple of years, been a good customer for 10 or more years, etc. only get a pittance. Others who would seem to be less "worthy" get a lot more - for example, I'm only into my second year of a two year contract, just shifted from Dish to Directv a year ago, just had all the credits/bonuses they give a new subscriber, just had ST for free, and got told there was really nothing much they could do for me because of all of that. I called back and got a Retention CSR who, for whatever reason, decided he wanted to help me out, so he gave me ST for free and a few other nice things. Again - only a customer for 1 year, just had all the credits, etc.
I've yet to find a common logic on who gets what reading all the stuff on here.
In response to toneman and fudpucker, I'm sure there is logic in the retention offers, and it's probably all tied to revenue that we give them vs. hard costs (equipment and install) that they incur. In my case, I got a great deal from Costco exactly 2 years ago to switch from FIOS. After year 1 some (BUT NOT ALL) of my discounts rolled off, and the only offer I got was 1/2 off ST max (in fairness, I didn't ask for or expect anything more than that). It sounds like toneman has probably given them more revenue lately than I have, and therefore "deserves" a better retention offer.
When we read the retention deals in this forum (or any of the others out there) we never get ALL of the details. I would guess that if a person were to track every penny of revenue over the life of a customer (or the past 3/5/whatever years that DTV judges is relevant) vs. the actual equipment/install costs over that time, plus any ancillary considerations (referrals? autopay? PPV/sports/premiums? customer service issues? etc etc), there is a very predicable logic to exactly what DTV is willing to do to respond to a retention request.
It seems reasonable to assume that CSRs are authorized (and likely encouraged or even compelled) to offer "X" (whatever their formula spits out based on the customer profile) whenever someone calls to play the retention game. The CSRs are probably further authorized to extend the initial offer by (30%? 40%? 50%?) if pushed. But I doubt there is much room (certainly some, but not a lot) for true negotiation beyond that.
For instance, in my case, assume I had paid full price for ST max last year instead of calling and getting the 50% discount. Doesn't it seem likely that they would have been more willing to give me the $99 bridge this year?
I'm a 15+ year customer, out of contract, with the Premier plan ($170/month). They offered me $83 off for 6 months, $40 off for 6 months after that and NFL Sunday Ticket for free. I figured it was a good offer, so I took it.
I called about a service call and just happened to ask about lowering my bill. I've been a Premier Package customer since '95. I received $54/month off my bill for 2 years and they gave my the football package for free for this season, I just have to call to cancel after this season or it will auto renew, plus the service call to my house was going to cost $50 because it didn't involve their equipment, and I got that waived. They told me I was eligible for these things because I've been such a good customer for so long.
Yeah, in my case honestly it didn't make much sense: they gave me Sunday Ticket for free, even though I've only been with them for 1 year, got ST for free last year, don't subscribe to any premium movie channels. Maybe I just got a CSR in a good mood.
I was in the same boat as you when I called last year, was customer since 2005. I also talked to 3 different people who were only willing to do like 5 bucks off per month and give me a few extra channels for free. I actually had to follow through and cancel (it's best when you go on vacation).
I got a "We want you back" email, and I called back and got the same deal that new customers get.
I have to call again since my year of discounts is up. We'll see what kind of deal I get now that I'm technically a subscriber since (only) 2014.
So I have a new roof going up within the next month, and wasn't sure I wanted the DTV dish back on the roof. The more I thought about it, the more I wondered why I still have DTV because we just don't watch that much. I've lost interest in the NFL, get MLB & NHL online. Watch a few shows on TNT, some HGTV, and the rest is HBO, Showtime & Netflix. 4 TV's hooked up, got an older $79 package, and even with a few credits my bill is north of $150. Wife agreed we could seriously downsize, so I called and got retention, asked if they'd be willing to discount me back a little more to keep our business (started 2008). Nothing. Said I could get a lesser package, maybe suspend the account for 6 months and see if we still wanted their service. Ok I said. I'll think about that. Hung up and told the wife we're moving on. Gonna save about a hundred a month with Orlando OTA and online content. It will be an adjustment, but we saw it coming. No grievances here. They've been good to me over the years, and it is still the best TV service on the planet.