Actually directv gives the options for CSRs to provide customers with retention offers. They are not "freebies". It's the CSRs that treat them as freebies... "oh gee the last rep you talked to didn't say excuse me when he sneezed on the phone? well here.... we'll give you $20 off the next 6 months". I don't think I'll ever understand why certain customers require the acknowledgment that they're a loyal customer. Why can't a customer just be loyal to be loyal?