There is no customer retention number any longer (it was being abused and overloaded). The only way to get to retention is to go through the front end CSR.jmschnur said:Lot's of problems with 6.3a-may move to new box if OTA comes out and want to get the best deal.
So whati s the best strategy?
Joel
I called yesterday and tried to get a second HR20 (yes, a glutton for punishment), replacing the current H20 I have in the bedroom. The CSR in equipment said he could only offer me an HR20 at $299, and if I got my initial HR20 from D*, I had to wait six months for a second one. When I asked if that was the best he could do, he offered to transfer me to retention, but I didn't push it. Figured I didn't really need the HR20 and don't want to pay a dime for it, considering all the hassles. The H20 is working fine, so I let it drop. Anyone else hear about this limit one per subscriber scenario? This is what the guy told me. Since I had bought mine from Best Buy, however, I could get a second one if I wanted it.hasan said:There is no customer retention number any longer (it was being abused and overloaded). The only way to get to retention is to go through the front end CSR.
Strategy: tell them what options and offerings are like from other providers (either cable or dish, or whatever) and that you would like to stay with them but need a reason to turn down such a fine deal from "XXXX" . Have a clear idea in your own mind what it is you want (and what you might reasonably deserve). Consider how long you've been a customer and what your bill has been like (and that you have been paying it on time).
If you are a long term customer and have paid your bill on time, you should be able to get the HR20 for no more than 99 bucks, and for as little as outright free, depending on who you talk to (it varies) and how far you are willing to push. Stick with it and you'll get a good deal. If you are not offered something to your liking, hang up (politely) and call back....get a different CSR and see what they offer you in response to your other options.
ahh, so typical of the CSR's. You can call 5 times and hear 5 different stories. I have read of these types of comments from other people. But there are just as many other stories that can/will benefit you.tstarn said:I called yesterday and tried to get a second HR20 (yes, a glutton for punishment), replacing the current H20 I have in the bedroom. The CSR in equipment said he could only offer me an HR20 at $299, and if I got my initial HR20 from D*, I had to wait six months for a second one. When I asked if that was the best he could do, he offered to transfer me to retention, but I didn't push it. Figured I didn't really need the HR20 and don't want to pay a dime for it, considering all the hassles. The H20 is working fine, so I let it drop. Anyone else hear about this limit one per subscriber scenario? This is what the guy told me. Since I had bought mine from Best Buy, however, I could get a second one if I wanted it.