Directv Customer Retention number requires pin now?

Correct.

About 3-4 weeks ago, DirecTV shut down all their "direct dial" numbers.

You have to go through the first line CSRs.
If your case warrants being transfered to rentention, they will transfer you (and enter the PIN).

If your case warrants you to call retention back, they will provide you with a PIN number that is good for about 72 hours.

 

So, they've changed their policy too?

 

Their CSR told me the reason for this was because they couldn't handle the volume of complaints about their in-house DVRs. As an employee, I didn't think they could bad-mouth the company like that.

 

Advertisements

How about more like, that is not the way the system is designed to work.
Retention is a specialized department to handle particular "issues"... aka, retaining customers (hence the name).

Basically the direct number get passed around on boards like this, and those departments get abused for areas they are not designed or supposed to be handling.

And you can go back in to the archives of this forum, even before the DVR+ series was released, about people wanting to bypass the first line and go directly to other "departments".

It has nothing to do with the DVR+ series.

 

Of course, if the first line people were a little more helpful, people might not want to go around them so much.

 

True.

 

Just try getting a human at all. Two weeks ago I ordered a PPV online, but it only went to one of my TVs. I grabbed my handy "preferred customer" card (or whatever it's called) and dialed. Preferred my a**. It sent me through the ringer on the automated system, helping not one bit.

All attempts to get to a human met with failure. I even called up those websites that give you direct lines to a human, all seeming to no avail. Some nightmarish and random button presses on the phone finally got me to a human. I'd have no idea how to repeat it, though, to where my problem was solved.

Twenty F***in minutes to clear up a simple issue. I tossed my preferred card in the garbage after that.

 

Reminds me years ago of my dad getting a "Preferred Customer Sale" flyer from Sears... turned it over on the back and it was addressed to "Occupant" at our address.

 

That's easy. Sears prefers customers who occupy homes.

 

Years ago I had a similar problem. I called numerous times at various hours and got a recording about them being too busy to take my call and to please try later. Click.

No kidding - they just dropped the call, not even giving me the choice to sit in a hold queue.

The trick at the time was to call from a phone number that was unknown to them and select the "I wanna sign up" option from the first voice menu. Potential new customers had their calls answered immediately while existing customers were intentionally hung up on.

 

http://gethuman.com/

 

I have no problem getting retention when I say "Cancel service" to the computer voice....sends me right over...next think I know a nice english speaking girl answers and helps me out...

 

It's people like you who make me say...

"Awesome!"

 

(always wondered about that "Cancel" option .... Cingular has it too)

 

Just called and was told I am on the A list!!! Yeah, whatever......I still waited.

 

Are you calling the old retention number and then after failed attempts of a valid pin saying "cancel service" or calling 1-800-DIRECTV and saying "cancel service"? I tried the old retention number but when it goes to the regular line after failed atempts at the pin it doesn't recognize my voice. I can only select prompts by entering keys on the phone.

I can't even understand first level customer serice. If you can't speak english well, then find a different career choice. I work in customer service and have for many years. I know what it is to provide perfect service and know when I'm not getting perfect service.

 

Well I sure hope that you never find yourself living/working in a foreign country where english is not the primary language. And someone tells you since you have a thick american english accent that you shouldn't work customer service.
I think it's purely ignorant to say you haven't received good customer service if you're talking to someone who sounds different. It's not their fault they're working for a company that outsources. The fact of the matter is, is that they're working for a paycheck just like everyone else does.

 

If you can't communicate well in the language you need to communicate in most, and that communication is an essential part of your job, you shouldn't have that job until you can communicate better.

 

Working in customer service I know what it is like to "earn" a paycheck. It's not easy listening to people b**ch all day.

I'm just saying not speaking the language well just makes the customer that much more upset when they can't understand a person becuase of their accient.

I'm not trying to start a fight here. I just had a simple question about getting a hold of someone at DTV who can address all my concerns right away. Can anyone help me out with the true question I had?