RIP DirecTV Retention Department

Discussion in 'DIRECTV General Discussion' started by kram, Sep 14, 2015.

  1. kram

    kram Godfather

    Sep 3, 2006
    With the AT&T takeover, it looks like the D* Retention Department has ceased to exist. I've been on a nightmare odyssey since last Wednesday trying to "de-unify" my DirecTV and AT&T Wireless accounts, and decided to file a formal compliant with the Retention Department -- our one-stop shop for airing various grievances. This time, however, I was transferred not to retention, but to some random AT&T customer service rep, who not only was unable to provide any assistance, but couldn't even find my account information!

    For any of you who have yet to try to contact customer service or tech support at any of the seemingly hundreds of DirecTV/AT&T phone numbers, be prepared to encounter an unending maze of confusion, frustration, and aggravation. In trying to resolve my particular situation, it literally took me five (5) days, visits to two different AT&T stores, a minimum of 50 phone calls, and at least 15 hours on the phone before I reached someone who understood what had happened, was able to annotate the details of the problem, and then submit an escalated and urgent support ticket. Now, I just have to hope that the issue gets resolved.

  2. inkahauts

    inkahauts Well-Known Member

    Nov 13, 2006
    I'm not surprised that you get diverted once your accounts are connected. What was the issue that caused you to want to undo them if you don't mind me asking? Once it's done I would let it be since id expect nothing but this nightmare trying to undo them especially since eventually it won't matter. But I doubt they'd train anyone to de couple accounts.
  3. litzdog911

    litzdog911 Well-Known Member

    Jun 23, 2004
    Mill Creek, WA
  4. AntAltMike

    AntAltMike Hall Of Fame

    Nov 20, 2004
    I find it hard to fathom that a retention department even exists, or more accurately, that the customers would be told of its existence. I may be old fashioned... (may?)... but when someone offers me a mass marketed luxury at a price, then as far as I m concerned, that is the price, and I can either take it under those terms or go without it. The retention department threads I have read over the years were invariably confabs over what to say to get a price concession, but who knows, in today's marketplace, maybe the expectation that every knowledgeable customer will negotiate for one is artificially holding up the "list price" for the services that I buy, and maybe I'm a sucker for not asking for discounts everywhere.
    1 person likes this.
  5. MikeW

    MikeW Hall Of Fame

    May 16, 2002
    I'm afraid the latter is the answer to your question. I've been enjoying many discounts over the years and I'm even invited to call back to see what they can offer at the end of the current promotion. I haven't paid full price in a couple of years. The same holds true with SiriusXM. Been with them since 2004 and have always managed some sort of deal. I've been running with the 5 months for $30 rate on one radio and 6 for $25 on the other for a very long time. One shouldn't feel guilty for getting the best deals possible...that's the positive side of capitalism.
    1 person likes this.
  6. NR4P

    NR4P Dad

    Jan 15, 2007
    Sunny Florida
    While I don't know if the Retention dept. is gone, combined billing was a nightmare for me. Just combining home phone with wireless and broadband was enough of a maze. To heck with the $10 / month savings, I broke them apart.

    I saw a similar article on Comcast recently. Same thing, consumers go through a phone menu that anticipates their issue and then you get someone trying to help that isn't really qualified.

    But generally speaking, nearly all companies have some type of Retention or Save dept. Just last week I cancelled my home newspaper delivery after exhausting the phone rep menu. I actually did cancel. And on my last day of service, they called me, to save the account.

    And if you do cancel Directv, about 60 days later you will get all sorts of great offers that they refused when you first called. A family member wanted a small discount on the monthly bill. They said no. 60 days later it was $200 off, no installation, all new equipment just to come back. And the pricing for a year was the new customer offer.
    Its a statistics game. Who will really cancel and who won't? They know the numbers and have almost all the cards.
    Their risk you sign a contract with someone else.
  7. reubenray

    reubenray Godfather

    Jun 26, 2002
    I knew AT&T would screw D* up. Just wait until the additional fees for nothing start showing up.
  8. mgavs

    mgavs Legend

    Jun 17, 2007
    I talked to retention today and the person said they knew nothing of the going away.
  9. kram

    kram Godfather

    Sep 3, 2006
    mgavs: Though I specifically asked to speak to someone in Retention, it's quite possible that I got caught in the DirecTV/AT&T phone maze.
  10. mgavs

    mgavs Legend

    Jun 17, 2007
    I mentioned your story and she said she also had ATT and had no intention of combining after hearing similar stories. It didn't take very long for ATT to start screwing things up!
  11. Christopher Gould

    Christopher Gould Icon

    Jan 14, 2007
    I talked to retention about two weeks ago and got a deal
  12. bobbyv

    bobbyv Legend

    Sep 29, 2007
    Uverse became an option for us about a year ago so I decided to take the plunge and signed up with them as our new ISP. When our dtv contact is up early next year I had considered giving them a try for tv. Not sure now. But maybe I would give it a shot if they offer a better deal.

    Sent from my awesome mobile device
  13. sigma1914

    sigma1914 Well-Known Member

    Sep 5, 2006
    Allen, TX
    Why are you requesting retention for a billing situation?
  14. Phil T

    Phil T Well-Known Member DBSTalk Club

    Mar 25, 2002
    Last week when I called I got a "Senior Account Specialist" that I assume was Retention. I got a deal and was told to call back next month for some others that are expiring.
  15. Tom Robertson

    Tom Robertson Lifetime Achiever DBSTalk Club

    Nov 15, 2005
    I know AT&T believes in a retention department. I know people who work in the wireless version. :)

    So I don't expect one will go away for DIRECTV.

    Now, as the two companies continue to merge operations, I wouldn't be surprised to find groups of people will shift from one unit to another. And that as people are cross trained, we'll find some confusion and confusing situations. But what is really new about that? Both AT&T and DIRECTV, and most large companies, go through adjustments from time to time.

    2 people like this.
  16. energyx

    energyx Cool Member

    Aug 8, 2011
    A 5 minute phone call, being pleasant and honest with the rep about my alternatives, saved me $55/month for 6 months and $50/month for the next 6 (with a 12 month contract). As a consumer, I shop around when I feel a product or service isn't living up to its cost. If they say "sorry that's the price" then so be it. I learned many years ago that the advertised price is never the bottom line price, and usually it's very easy to get discounts on any product/service. Back in the day when I worked in retail, we even had a "permanent promo" price for just about every item in our system. If the customer asked, we could mark down the item to that price. Mind you, it was about 2-3%, but it was something just for asking and we didn't even need manager approval to do it.

    I guess some are too proud or lazy to simply ask, but to each their own. As traditional TV continues to devalue, the prices will have to fall off eventually. I was ready to even cut the cord and buy a Tivo for $300 for OTA, but their offer kept me as a customer for another year.
  17. Rich

    Rich DBSTalk Club DBSTalk Club

    Feb 22, 2007
    Piscataway, NJ
    I just called the D* number and said, "Cancel service" and was transferred to the Retention department which is now called the Loyalty department. The CSR I talked said it's the same as it was just a different name. So, no, it's not gone.

  18. AntAltMike

    AntAltMike Hall Of Fame

    Nov 20, 2004
    The Department of War is now the Department of Defense.
  19. tonyc

    tonyc Legend

    Jun 12, 2006
    yes i when through the same thing except i did not go to the att stores, I received a phone number with a pin number i assumed was the the retention dept. because i was talking about cancelling. they where no help ! finally got it unbundled and now everything is back on track but it takes a whole billing cycle.
  20. codespy

    codespy Go Pack Go!!!! DBSTalk Club

    Mar 29, 2006
    I called today and said 'contract end date' and that resulted in the automated service listing details of my last bill. It did not transfer me to retention like my call for Sunday Ticket offers did last month.

    My neighbor is looking to switch from Crime Warner to DirecTV- looking at the Choice Package- 4 room system. What department is able to waive the $99 wireless mini hookup fee, or is he out of luck and stuck paying it?

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