Customer Retention

[kturcotte]

Is there a new number yet for Directv Customer Retention?

[ebonovic]

No.. there are no longer public-direct phone numbers for the different departments.

You have to go through the 1st line tier. If after their conversation, you are in a situation that requires you to call Customer Retention or somewhere else.

They will provide you with a PIN number to use when calling, that is good for 48-72 hours (something like that).

[kturcotte]

Damn! Thanks Earl

[leesweet]

Could someone make this topic (not necessarily this thread...) a sticky? It seems to be a literal FAQ recently with the changes in the phone system at D*...

[coachO]

Does this sound like a company in trouble; might be easier just to change their number to 1-800 indirectv. Just kidding of course.

[ebonovic]

Does this sound like a company in trouble; might be easier just to change their number to 1-800 indirectv. Just kidding of course.

I don't see it as a company in trouble.

I see it as a company that is making adjustments with their company... to refocus the purpose of the Customer Retention department.

[qposner]

I don't see it as a company in trouble.

I see it as a company that is making adjustments with their company... to refocus the purpose of the Customer Retention department.

Well, if they would train the first line CSR's, we wouldn't need to call retention.

[Superbone]

They're about ready to lose this 14 year DTV customer. I've had it after missing the last 2 Prison Breaks with 0 recording times. To fix it, they want me to reformat the drive and lose everything!

[fasTLane]

"FEEL THE JOY" :o

[BillyT2002]

I find it funny that they recently send me a card in the mail telling me that as a 5-star valued customer, I should call them at such as such phone number (which was the phone number to the retention line). Then a few months later, they disable the same number. It doesn't matter because I will now call DirecTV when I need to and despite who answers ask to be transferred to the retention line to "quit my service" and then when I get a retention specialist, I'll ask my original question. It really is only another line of indirection and CSR roulette will still apply.

[ebonovic]

Well, if they would train the first line CSR's, we wouldn't need to call retention.

From what I have heard from some "other" contacts.

They are doing just that.... The are "re-doing" their entire first/second line.

However, it is going to take some time before all the changes are "noticeable"

[zdude1]

They're about ready to lose this 14 year DTV customer. I've had it after missing the last 2 Prison Breaks with 0 recording times. To fix it, they want me to reformat the drive and lose everything!

This is what they advised me to do on my 4 HR10-250 units. I told them no way I am going to do that on all 4 machines and lose all my programs, have to set up SP's again, channels received, etc.

This was a 2nd Tier csr telling me this. (After I wasted 20 minutes discussing the audio drops and short recordings with main csr and then 1st Tier csr) He said the reason for the troubles is that I have too much stuff saved on the drive. The drive is not intended to be full of archived shows; dump it to vcr or dvd. I asked "how I am I to keep the drive from being full if I have Suggestions enabled?" He had no response. I told him that I use those suggestions as a method to gage how full my drive is with my content. He said there was a way to see that via the menus. I said no way. He said hold on while he looks for it. Then he came back and said "you're right, there is no way to see that".

With help like this from 2nd Tier, I have no confidence in ever getting a correct response from them.

Frustrated to no end,
zdude1

[extension 721]

Let me tell you a story.
A story about another satelite company.
They cared about their customers. top-notch service, expertly trained installers, sent out at times even to change the batteries in a remote, if so needed-at no charge. well-paid, perfectly courteous CSRs, top-notch, no hold times, no automated answering system, no.....

do I need to go on to tell you they went bankrupt?

When it all comes down to it, as much as everyone whines and whines, they are NOT willing to pay an extra $5 a month for superior customer service unless they are billionaires.

Hence wal*mart reigns supreme, with reps who won't even go in back and get you a pair of shoes in your size....while people driving escalades shop there.

YGWYP4.

[fasTLane]

YGWYP4Exactly...
Something for nothing syndrome.

Quality is remembered long after price is forgotten. ;)

[newsposter]

that sad part is that C/D probably won't fix the zero recording problems. It's probably either 6.3 or some other signal problem.