[DrummerBoy523]

I said "cancel" and still only got a level one CSR - had to actually ask for a retention rep.

Did this twice with same results.

Did something with the IVR change?

 

[wahooq]

hahahaha possibly because of message boards

 

[dpeters11]

I said "cancel cancel" and still only got a level one CSR - had to actually ask for a retention rep.

Did this twice with same results.

Did something with the IVR change?

so you asked if they were retention? I'd assume they wouldn't advertise the fact, even if they were.

 

[Xsabresx]

They saw your $200 ST discount from last year and said "screw it, let the level one folks deal with them" :lol:

 

[spartanstew]

I don't know, I've never attempted to get retentions.

 

[Combat Medic]

I don't know, I've never attempted to get retentions.

So you posted.....why?

 

[wahooq]

So you posted.....why?

So you posted...why?

 

[sum_random_dork]

I noticed the same thing, I was calling into make a few changes and said "cancel" because it seems the retention CSRs really know what they are talking about. The 1st call (to add Showtime) went OK to start, but the CSR Forgot to authorize my recievers. So I called back got a 2nd CSR explained what happened and she authorized them. Then I asked about RZC as I have had it free for the last 2 years on my account. She informed me I must be mistaken because DirecTV has never offered it as a stand alone product. Shen went on and on how I have them confused with comcast etc. After told me I was wrong and never had RZC I just said "I am not going to argue what service I know I have had, I'll deal with it a later time..." and left it at that. I was rather frustrated by the whole situation.

I began to think the same thing as the OP, DirecTV no longer routes you to a rentention CSR when you say "cancel," I didn't even have the option to say "cancel" twice.

 

[TBlazer07]

Probably because everyone now calls "retentions" (actually the dept is "retention" ) the queue is so backed up it gets rolled over to a regular CSR which is what usually happens in a call center.

 

[dpeters11]

I noticed the same thing, I was calling into make a few changes and said "cancel" because it seems the retention CSRs really know what they are talking about. The 1st call (to add Showtime) went OK to start, but the CSR Forgot to authorize my recievers. So I called back got a 2nd CSR explained what happened and she authorized them.

Just to be sure, you know you don't have to call them to do a reauthorization, you can do it yourself, right?

 

[trh]

Probably because everyone now calls "retentions" (actually the word is "retension" ).

 

[dpeters11]

Funny, I had no idea that "retension" isn't a word, at least according to Merriam-Webster. I use to retension Travan tapes.

 

[TBlazer07]

Yea, I typo'd a letter. :sure: I meant to say: it's RETENTION department not RETENTIONS. At least that's what it was when I was there (at Vonage not DirecTV) many years ago.

 

[Doug Brott]

Retentions is similar to Daylight Savings Time

 

[cariera]

Funny, I had no idea that "retension" isn't a word, at least according to Merriam-Webster. I use to retension Travan tapes.

Actually retension might be the accurate descriptor here, as in "regarding tensions between the customer and Directv" or "re:tensions"

 

[trainman]

Actually retension might be the accurate descriptor here, as in "regarding tensions between the customer and Directv" or "re:tensions"

Sounds like in some cases they're "extending tensions between the customer and DirecTV," a.k.a. "extensions."

 

[sum_random_dork]

Just to be sure, you know you don't have to call them to do a reauthorization, you can do it yourself, right?

The issue seemed to be the CSR never competed the activation.

 

[DrummerBoy523]

I noticed the same thing, I was calling into make a few changes and said "cancel" because it seems the retention CSRs really know what they are talking about. The 1st call (to add Showtime) went OK to start, but the CSR Forgot to authorize my recievers. So I called back got a 2nd CSR explained what happened and she authorized them. Then I asked about RZC as I have had it free for the last 2 years on my account. She informed me I must be mistaken because DirecTV has never offered it as a stand alone product. Shen went on and on how I have them confused with comcast etc. After told me I was wrong and never had RZC I just said "I am not going to argue what service I know I have had, I'll deal with it a later time..." and left it at that. I was rather frustrated by the whole situation.

I began to think the same thing as the OP, DirecTV no longer routes you to a rentention CSR when you say "cancel," I didn't even have the option to say "cancel" twice.

you're right - I actually only said CANCEL once. I hate dealing with the level 1's - they screw things up too much.

And for all the smart asses who posted a bunch of crap that contributed nothing to this thread - get a life.

 

[DrummerBoy523]

so you asked if they were retention? I'd assume they wouldn't advertise the fact, even if they were.

Yes, I asked. They said "no" and then transferred me to retention.