DTV Customer Retention Issue

Discussion in 'DIRECTV General Discussion' started by frapnitz, Oct 5, 2010.

  1. Blankman2k5

    Blankman2k5 Legend

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    Oct 20, 2010
    Why does everyone want something for free? It is a service that you PAY for and receive. Why all the hoopla about discounts and free stuff?
     
  2. gfrang

    gfrang Hall Of Fame

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    Aug 29, 2007
    Because we can:)
     
  3. Richierich

    Richierich Hall Of Fame

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    Peachtree...
    Because some people are just plain Cheap!!! :lol:
     
  4. Blankman2k5

    Blankman2k5 Legend

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    Oct 20, 2010
    But people get angry about paying regular price as if it is some sort of insult...
     
  5. joshjr

    joshjr Hall Of Fame

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    NE Oklahoma
    Sometimes it is. Paying full price for a car is just because you didnt either do your homework or because you didnt try to lower the price. Either way its not really something I would suggest anyone do. Try to get the price lowered if you can.
     
  6. gitarzan

    gitarzan Godfather

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    Dec 31, 2005
    I don't recommend it but the best offers are the ones you start getting a few weeks after you cancel your service and return your equipment.

    Back in January I was unhappy with having audio drop outs so much so that I put my account in suspend mode and switched to cable. I was hoping that in six months DirecTV would solve the audio problem and then I would return. Following the forums here I decided the audio issue had not been addressed and I canceled my service and returned my HR21 in a box that was sent to me for that purpose.

    When I cancelled service the retention department talked to me and asked what they could do and my response was only that I was no longer interested in their service due to the audio drop outs and other issues documented on my account.

    Within a couple of weeks I received in the mail an offer to return at 50% off for 12 months. I didn't think much of the offer but then someone sent me an email referral. I took a look and saw that I could sign back up with a $29 discount for the first 12 months, $14 discount the second $12 months, get new hardware (HR24, H24),single wire, whole home DVR service, internet connection kit as well as the $10 10 month referral, free HD for life, and premiums for 3 months. I bit, it was an impulse decision as I really had no intent of going back but this was such a good offer and would maybe even help with the audio drop out issue (it didn't).

    Had I realized the problems I was going to have with DirecTV I wouldn't have signed back up. It just hasn't been worth the trouble. A missed installation and a poor installation and nearly missed correction install. The HR21 receiver that I returned from previous install got hit was a non return charge. It took DirecTV 13 weeks to refund my money. The billing problems have started and have been correctedd. I am getting all of my discounts, that is working so far. The audio problems, well I am trying not to complain much because I knew what I was going to get.
     
  7. Blankman2k5

    Blankman2k5 Legend

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    Oct 20, 2010
    I still don't see the issue with paying the regular price for tv service. Heck for any service of that nature like internet, cell phone, etc... I guess I am just a strange individual
     
  8. longshot

    longshot AllStar

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    Jul 16, 2003
    Man I must be doing good in my negotiations when I call because last time I called in I got 2 additional HD-DVR's (hr-24's), she noted my account and said I could get free HD for 24 months after my current $10 per month for 12 months falls off in 10months. Whole home dvr install, and the NHL center ice for $99. Oh and replaced a sd-tivo with a HR-24 also!

    Been a customer for 8 years, had Sunday ticket every year, nhl center ice for 4 years and have had the premier package since day one as well. Never paid for Superfan once as I has always gotten them to give it to me for free. Every year except one they have given me a discounted price for sunday ticket and one year gave it to me absoutly free.

    I am always nice and courtious and I have never once threatened to cancel i always tell them I am evaluating my options due offers from my local cable company or dish network and I was happy with my current service but being frugal in today's economy is just not smart ( which is 100% true) and wanted to know what can be done for a longtime customer who allways pays on-time. They have always done me right be it free equipment, discounts, credits, etc so i remain a happy customer.

    Forgive me as this was a long rant but I drank a few beers tonight while watching the LA kings game.
     
  9. gitarzan

    gitarzan Godfather

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    Dec 31, 2005
    Nice, did they say if they were extending your contract for another 2 years?
     
  10. longshot

    longshot AllStar

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    Jul 16, 2003
    All depends on what they were doing at the time, for some things yes and others no
     
  11. Max Mike

    Max Mike AllStar

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    Oct 18, 2008
    Well here is my experience so far for what it is worth….

    I was a two year plus DirecTV customer, my commitment ran out in June and I wanted a faster internet connection than the Telco could give me. Charter had the faster internet connection so I called D* at the end of September and told them the need to make me a deal to stay… D* did not offer me much so I canceled D* and had Charter installed.

    The day after I canceled D* called me back and offered me a $30 a month discount for a year and six months of HBO/Showtime/Starz/etc… I said no thanks I had already gotten Charter so I shipped the three receivers back.

    In the ensuing two weeks I came to hate Charter more than words can describe. The SA/Cisco HD-DVR is utter and total crap has the same feature set and program guide Charter had in 2002, HD programming is not nearly as good (which I knew going in), a horribly jumbled channel lineup with no workable favorites list, no search at all, much less storage capacity, very limited DVR record options, limited/crippled Dolby audio output options (will not carry Dolby over HDMI if you use the digital audio out). On top of that Charter did the usual bait and switch on installation and tried to charge me a extra $20 installation fee above that we agreed too (good thing I recorded all telephone conversations with Charter). Two weeks ago I called Charter when I saw the extra installation fee on my web account and they agreed to remove the extra charge, which Charter did until it popped up again today when the new billing period started for Nov. But I get ahead of myself…

    Friday I had gotten a call from DirecTV… D* wants me back. D* offers me a free install, free HD-DVR, free second HD receiver, a $30 discount for a year, free HBO ect. for six months and will pay for me any Charter early termination fees up to $200. I told the D* rep I would consider the offer and for him to call me Monday, he said he would.

    Meanwhile back to today… I see the extra Charter installation charge has reappeared. I called Charter and told their rep the story so far and that Charter had gotten its one and only chance to fix the bill had not done so and Charter could come get their stuff and cancel my service. I got bounced to a supervisor who assured me the charges would be removed I told her they had already promised me that once and there would be no second chance. Then after agreeing to remove the extra charge she tried to argue the charges were justified, I then asked her if she wanted to hear the recording of my conversation with the sales person agreeing to my installation terms and no extra charges. She said that was not necessary she would cancel the service and I could bring in the boxes, I responded they had made the mistake and I was not going to drive twenty miles both ways to bring back their stuff if they wanted it to come get it she agreed to a Wednesday pickup date. My guess is this is not the end of it but I will fight that later.

    In the meantime I am a free agent and D* has made me a good offer, I really prefer Dish Network equipment but D* is trying hard.
     
  12. gitarzan

    gitarzan Godfather

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    Dec 31, 2005
    Have someone send you a DirecTV referral email. Thien sign back up through the email link online as a new customer and get the new customrer promotion plus the referral credits. I doubt Dish is close to the DirecTV offer right now especially if you live in a zip code that has the second year credit.
     
  13. JLucPicard

    JLucPicard Hall Of Fame

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    Apr 27, 2004
    That shouldn't be an option, seeing as how he just left a month ago.
     
  14. gitarzan

    gitarzan Godfather

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    Dec 31, 2005
    Worked for me after about three weeks.
     

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