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Why does DIRECTV make it so hard to cancel HBO

Discussion in 'DIRECTV General Discussion' started by gio12, Sep 8, 2012.

  1. damondlt

    damondlt New Member

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    When I had Dish it was 1 time in a 12 month period only online, and it was also a $5 downgrade fee.

    Directv used to let you downgrade a pack as long as it wasn't within 30 days of adding it. That may still be the case. There is still a "remove" button next to each pack.
     
  2. Blurayfan

    Blurayfan Hall Of Fame

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    Illinois
    HBO ($15.99 a month) is cheaper to just take the penalty if you only wanted it for the weekend.

    2 days at $0.53 x 2 = $1.06
    penalty $10.00
    -----------------
    $11.06
     
  3. Hoosier205

    Hoosier205 Active Member

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    Sep 3, 2007
    That's true. Thanks.
     
  4. ARKDTVfan

    ARKDTVfan Icon

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    May 19, 2003
    Somewhat related

    I called to cancel premier and got 45 off for 24 months
    Good job D :)
     
  5. HGuardian

    HGuardian Godfather

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    Directv not allowing the online cancelling is annoying and it has actually caused me to spend less money over time. I'd consider adding Cinemax or Starz every once in a while for a couple months if I didn't have to call them to cancel it.
     
  6. Hoosier205

    Hoosier205 Active Member

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    What's wrong with quick call to cancel? Takes me all of five minutes when I choose to do so.
     
  7. harsh

    harsh Beware the Attack Basset

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    Salem, OR
    Does the new information change how you feel about the DIRECTV downgrade process?
     
  8. HGuardian

    HGuardian Godfather

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    Sometimes I just don't want to have any pressure at all to keep programming I may not want. It's just personal preference not to dial a number, talk to the computer, sit on hold for a bit, and then wait for a counter-offer. It takes 2 seconds to add programming online, I wish cancelling was that simple.
     
  9. Hoosier205

    Hoosier205 Active Member

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    Well, any company that makes it that easy to lose business doesn't deserve it in the first place. The way DirecTV handles it makes the most sense.
     
  10. HGuardian

    HGuardian Godfather

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    Aug 9, 2010
    Which is exactly why they have lost at least a $100 the last couple years from me not adding more programming. Their loss.
     
  11. dpeters11

    dpeters11 Hall Of Fame

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    Cincinnati
    When I cancelled sports pack, I told the automated system, which told me I wasn't subscribed. Talked to a rep, had to get transferred to a different department. A first level CSR should be able to handle it. Maybe if I had told the computer "premiums" instead of operator, but I shouldn't have to do that.
     
  12. trh

    trh This Space for Sale

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    I never change my programming online. Twice in the 13 months when I called to change my programming, I got 'freebies' that I wouldn't have received online. Like last year when I called to cancel NHL CI ($178 for the season), they gave me a $20 credit for 6 months and a $10 credit for 6 months; total of $180. So they paid me $2 to keep CI.
     
  13. HGuardian

    HGuardian Godfather

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    Aug 9, 2010
    I'm not gonna bother calling retention or a CSR to subscribe to premium movie packages. I almost always call them if I'm gonna get an out-of-market sports package just because they are so expensive, I know they give discounts, and I like to pay everything as a lump sum (which once you are on auto-renew it doesn't let you do without calling).
     
  14. Hoosier205

    Hoosier205 Active Member

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    They'll take that "loss" considering how much they retain and make with their current system.
     
  15. HGuardian

    HGuardian Godfather

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    I think people understand that. They just don't like it, and I don't either. So what exactly are you trying to add?
     
  16. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    No.
     
  17. Hoosier205

    Hoosier205 Active Member

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    Making it clear that the system works as intended.
     
  18. Fluthy

    Fluthy Legend

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    I would think this is actually a bad decision from DirecTV. I work for a large credit card company and we try to move as much as we can to the web to eliminate the need for CSR. The more business we can do online allows us to lower the number of CSR required for certain days and also allows those reps to service customer with more serious problems, not just minimal service request. I would think the same rules would apply to DirecTV (ie. rep helps with service issues, not just changing your package). I would love to the know the percentage of calls to just eliminate/change a package. If they really wanted they could still prompt special offers from their website to try to keep that customer on that service. Everything you can do from the web should be done to save money.
     
  19. Hoosier205

    Hoosier205 Active Member

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    Apples and oranges comes to mind. You are in an entirely different industry using a vastly different model. Making people call keeps people subbed who'd rather not bother calling. Making people call gives one or more CSR multiple opportunities to dissuade people from removing products by offering alternatives and/or enticements.
     
  20. acostapimps

    acostapimps Hall Of Famer

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    Illinois
    Every provider that I use (Comcast,Sprint,Amazon,Dish,ATT even certain Ma and Pap stores have chat online) so why doesn't Directv is it that hard to do? But I'm guessing is because of promoting in offer and they rely on CSR to do their job besides they WANT YOU'RE MONEY :D
     

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