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Interesting comments on DirecTV and Retention

Discussion in 'DIRECTV General Discussion' started by hoopsbwc34, Jun 13, 2012.

  1. Jun 15, 2012 #61 of 132
    MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Exactly. Do the deal mongers barter with their other service providers (power, phone, heating fuel, ect.)? I doubt it.
     
  2. Jun 15, 2012 #62 of 132
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    Just to clarify...I like to get a deal just like most folks...but I don't expect it, demand it, or think one should be handed over arbitrarily. I also don't spend my time challenging others to obtain one.
     
  3. Jun 15, 2012 #63 of 132
    Xsabresx

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    In YOUR part of Texas, maybe :)
     
  4. Jun 15, 2012 #64 of 132
    bobcamp1

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    I tried. Although it generally doesn't work, it surprisingly worked on heating fuel. At the very least, the CSR explains all the options they offer (some aren't even advertised) so you can make the best choice for you.
     
  5. Jun 15, 2012 #65 of 132
    Ira Lacher

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    I am not interested in bartering for deals. I believe every customer is equal to every other customer, and therefore I believe that every customer should be entitled to what other customers are receiving, for the same price.

    If I have bought a lower-priced model auto from an auto dealership, why should I settle for less-skilled mechanics or a lower tier of service when I bring my car in?
     
  6. Jun 15, 2012 #66 of 132
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Absolutely. They even had marked in their subscriber system, right next to your hearts rating if you were in a FIOS area. (At least they did to when I was involved with them a few years ago - I'm sure it could have changed).
     
  7. Jun 15, 2012 #67 of 132
    billsharpe

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    I suppose you can pay off the mortgage or move, but that's a pretty drastic choice. :(
     
  8. Jun 15, 2012 #68 of 132
    sbl

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    Part of the problem has to be that DirecTV (and some other service providers) have, in the past, been willing to keep extending discounts to people who make noise. This then makes others, who didn't raise a fuss, wonder if they're being suckers and deciding that they too will do what it takes to "get theirs". That DirecTV finally realized a couple of years ago that this was not the best way to do business is, in my opinion, goodness. Giving new customers a special deal is pretty much standard throughout a lot of the business world (look at magazine subscriptions, for example), but it keeps your margins low.

    Yes, I'm certainly aware that there many out there who insisted on free upgrades and discounts and got them. I choose not to go down that path.
     
  9. Jun 15, 2012 #69 of 132
    Tubaman-Z

    Tubaman-Z Godfather

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    Phone - yep, as I have options
    Heating fuel (propane for me) - yep, as I have options
    Electric - nope, as I have no financially reasonable options (i.e. w/out going off the grid)

    Where I have options I absolutely work with the service provider to ensure that I am obtaining the best price possible.
     
  10. Jun 15, 2012 #70 of 132
    lparsons21

    lparsons21 Hall Of Fame

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    It isn't about insisting on the discounts, it is that it is part of the business model that Direct has set in place. They make the rules about that, you and I had no input into that at all. I will ask for (not insist) discounts when I think it is appropriate and in my best interest. And that is because I'm the sole arbiter of what I think something is worth. Direct has a building full of accountants, marketing types, and salespeople to take care of them getting the most dollars from us. And that is what they are supposed to do.

    We are also supposed to be watching out to ensure we get the most for our dollars. To do otherwise is just giving them free money! Direct said a couple of years ago that they would be scaling that back, but in the last two years it is obvious to even the most casual observer, that was just chin music. They are still using discounts to existing customers as part of their business plan, now it is up to us to get whatever discounts are available to us.

    Of course, you aren't forced to do that, just as I'm not forced to ask for them.
     
  11. Jun 15, 2012 #71 of 132
    TBlazer07

    TBlazer07 Grumpy Grampy

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    You don't have to "pay off the mortgage or move" you simply have to refinance elsewhere. I get letters in the mail on a weekly basis asking me to refinance with a (they hope) better rate.
     
  12. Jun 15, 2012 #72 of 132
    ThomasM

    ThomasM RF Engineer

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    I find this thread very interesting.

    You constantly read here about discounts received when customers threaten DirecTV with leaving etc. Perhaps they are sick of it....or maybe not.

    The thing that has just FRAZZLED me since it started in February is the "regional sports fee" that applies willy-nilly depending on your ZIP code. In my case I HATE SPORTS and am irked enough having to pay for ESPN and other sports channels in my package that I never watch (Choice Extra Classic).

    So I decided to complain. Sure enough, for 3 months the CSR credited my account the lousy $2 (+ tax) each time I called in so I decided for the principle of the thing that was what I had to do. But after three months an overseas voice read the new "script" to me instead. What a joke! The first snow job to get rid of the customer was "your STATE makes us charge the fee". OK so how come a friend of mine living 30 miles away IN THE SAME STATE doesn't have it on their bill? Oops, choose another fairy tale. "The FCC makes us charge the fee" was the next laugher. It was so funny I just couldn't get angry. Rather than listen to the entire script of phoney-baloney excuses, I simply asked when my commitment (contract) expired. I already knew I wasn't under a commitment and hadn't gotten squat in the way of any deals for years. "Oh, I'll have to transfer you to an account expert who has that information". Translation: Script says folks asking about ETF are to be transferred to retention.

    Sure enough a friendly US-based man came on the line. "I have just the thing for you" he said. If you mean the Entertainment package forget it I said. It doesn't contain my favorite (non-sports) channels. So what is the procedure for canceling DirecTV and is there any ETF involved? Do I have to ship my receivers back and if so how? (In other words, I'm jumping ship after 12 years due to your lousy nickel-and-dime sports fee and I'll call you back to cancel when your competitor is up and running)

    "Well, lets see what I have here for a good customer like yourself". Uh-huh. "How about free DVR service for 6 months AND $10 off your bill each month for a year?" I couldn't believe it. And I don't even have HD or any of the snazzy new money makers (whole-home, etc.) "That'll do it" I said and shocker number two was checking my account on the web and finding I really did get the credits.

    So don't believe that DirecTV is letting customers "hop" ;) to a competitor without an attempt to keep them. Of course, I always pay my bill on time and give them plenty each month which, obviously is a big factor....
     
  13. Jun 15, 2012 #73 of 132
    TBlazer07

    TBlazer07 Grumpy Grampy

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    +3.14159 !

    Exactly. For those people who people can afford not to worry about discounts or saving money, all the power to them but for most of the 99% saving a few bucks is almost a necessity and saving it on the "less important" things is even better.

    ASKING for a discount is a lot different than INSISTING on a discount. The "pay the full ride because DirecTV needs the money" folks keep using the "entitlement" word. That's not it at all. I absolutely am not entitled to a discount from DirecTV or anyone but if they are willing to give me one simply for asking or writing a letter I sure as hell am not going to refuse it. Sometimes it's as simple as asking "what discounts or promos are available for me?" Of course the response from the other side will be "if you can't afford it drop the service." Not being able to afford it, or simply wanting to reduce costs, are two different things.

    DirecTV made their own bed, now they have to sleep in it. All the "DirecTV protectors" surely should understand that if DirecTV wanted to stop giving discounts they could within 24 hours. It would simply take 1 training session to end it all. In fact, DirecTV in their CSR knowledge base lists dozens of discounts that are available to existing customers of which some are available to front line CSR's and some to the CRG group only. I haven't looked in quite a while since I am no longer "involved" with DirecTV but I have little doubt that page is still there.
     
  14. Jun 15, 2012 #74 of 132
    wahooq

    wahooq New Member

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    oh its there...see my post
     
  15. Jun 16, 2012 #75 of 132
    raott

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    I guess I'm having trouble wrapping my head around getting a deal being an "enititlement mentality". If you mean that some people think that D* owes them something, then I completely agree with you but if the point is asking for a deal (even asking a lot) is an "entitlement mentality" I disagree.

    This is not a government program. It is an arms length business deal with a company I have zero vested interest in. My interest is purely getting the most advantageous deal I can for me and my family. The price I may be willing to pay, may not be what D*'s asking price is. D* is well within their rights to simply say "no" and even cut a customer loose. For example, my Sirius radio subscription expires this month, it isn't even remotely worth $16 a month to keep. There is lots of competition. I called them and told them that, they offered $5 a month, which I felt was a reasonable asking price and took it.

    It is no different than the relationship D* has with their equipment providers and service providers and I would hope, for their shareholders sake (which I am not one), D* efforts to "get a deal" whenever they can, rather than simply forking over whatever the asking price is.

    As to the point made by others, the difference in dealing with D* (and other service providers engaged in industries with heavy competition) as compared to essential services which are quasi-government services, with no competition and therefore heavily regulated (ie water and electric) seems obvious, but is apparently lost on some.
     
  16. Jun 16, 2012 #76 of 132
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    Demanding, expecting, or relentless pursuit are forms of entitlement mentality. It's all about the depth of "pursuit" and level of "expectation". You are right - DirecTV owes people the services and products they pay for.

    I've raised several kids who (when they were young) asked repeatedly for something they either didn't need or deserve. That didn't stop them from asking repeatedly. Then again, they eventually grew up and discontinued that behavior.
     
  17. Jun 16, 2012 #77 of 132
    WebTraveler

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    On electric that's different, it's covered by rules of the public utilities commission (or whatever they call it in your state). They just cannot charge what they want. Cable has no regulation.

    Basic phone from the phone company is covered by the PUC, all those up charging for special features are not.

    Need to compare apples w/apples
     
  18. Jun 16, 2012 #78 of 132
    billsharpe

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    Good for you, but my daughter has been trying to refinance her house mortgage for two years without success.
     
  19. Jun 16, 2012 #79 of 132
    raott

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    I don't think we are that far off from each other. I view my relationship with D* as purely business and business negotiations are not entitlement. I've been in business with them since 97 because, for me, they provide far and away the best value for the price.

    I will agree the "expectation" or the mindset that you are "owed" something from D* is an entitlement mindset. D* owes the customer nothing other than to provide the service contracted.
     
  20. Jun 16, 2012 #80 of 132
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    OK...guess we'll meet near the middle on this topic and just wave as being close. :icon_bb:
     

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