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Discussion in 'DirecTV TiVo Powered PVRs & Receivers' started by suncom3, Aug 13, 2005.
Wrong side of the bed this morning, djchronic?
I guess you're not getting "Employee of the Month" are you.
You should be happy your call volume has went up.
That means more customers!
ok, devils advocate here? this is retention, you are already a customer, who in our case is looking for a great deal. How does this mean MORE customers?
Out of all the posts here only one person has actually dropped D* because he felt slighted.
I ordered yesterday and got only the $299 price and $100 rebate. They weren't able to process it at the time because the computers were slow (wonder why) so I called back today. CSR John saw my call from yesterday and processed it. He also gave me $5 off my total choice and $5 off my HD pack for the next 6 months. Guess he missed the meeting you were in that said no more programming credits. He was probably taking a typing or punctuation class while you were learning the finer points of customer service. I also doubt the authenticity of this post. It's not like this is a "secret deal." D* is selling the units for $299 and offering some great deals on top of that. Don't see why anyone should be in a bad mood about it. It's a good thing.
looks like djchronic has been smoking too much of the chronic!
I guess this answers my questions why some callers are treated so poorly.... apparently we have some rogue CSR's manning the phones.
Are they not having to commit for another year or two of service?
ok, we will continue to give programming discounts like 5 off and free hbo that kinda stuff. but we discussed that we are not going to do the straight credit to your account. no i didn't wake up on the wrong side of the bed cuz its my day off. and in certain situations i'm sure that a hardware credit is due. some account do deserve better prices due to longevity. and yes i know that cable is giving hd dvr's away. but thats cable....cable sucks except for internet. and yea i may sound like an A** but there are alot of people on here that realize how you get what you want. i read one post were somebody says they call in screamin and yellin and i know with me and some of my fellow csr's thats not gonna get you anything. if ya call in and are polite with the csr you'll get alot farther than you will the other way. and yes the HD DVR do come with a 2 year commit, as of now that is non negotiable
I haven't read any posts that suggest to call in screaming and yelling.
I smell troll.
so djchronic answer my question if you will. Why is that some CSR's have no idea about this offer? Don't you all work of the same call sheets, have group meetings, post on electronic billboards? If the offer is truly for "valued" customers why does it take some "valued" customers multiple calls to get a csr that will grant the offer? Why are some simply just plain rude when asked about the offer and say to the caller that the offer is a lie?
You can go through the entire thread and read examples of how some of the members are treated even though they've been with DirecTv for years.
I dropped NFL Sunday Ticket and all the premium movie channels when I was told the deal was "Internet misinformation."
Customer since 1995; last bill $167.
And when we get our fiberoptic connection, I'll probably drop the whole service.
That doesn't make sense to me. Is NFL or the movie channels worth less because they told you something wrong? You must not really have wanted it if you could drop it so easily. Take a deep breath and read some of this thread. For whatever reason, not all of the CSR's either know about the deal or can offer it. You can get the deal just by asking, without threats. If you get turned down, just call back. I called 4 times and got 4 different deals. Yeah, it's a hassle, but when I was first told $649 on my first two calls, I just said no thanks and called back a day later. I don't know why the system works that way, but because I know it does, I don't take it personally. I just call back and get what I want later.
I'm curious what others would do in my situation. I just bought HD Tivo last week from BB for $599. I received a $250 Activation credit from D*, $2/$2 HBO/Showtime, $5 off HD for 6 months, plus the $100 MIR. Now, I called up after the huge price drop. I was able to schedule a delivery the first week in September and was charged $324 for another HD Tivo. Now, I don't think I'd be able to get both $100 MIR's. I have two HD sets - one has a D* HD receiver and a TIVO box. The other has the HD Tivo.
Should I just return the current box to BB and wait for the new D* box -- or should I keep both. I'm a bit concerned that it's a decent chunk of change for a product that might be outdated in a few months or at a minimum will not be able to record local's in HD (which is huge for me).
I'm also thinking about going to the darkside and getting a Cablevision HD-DVR for $15 a month.
djchronic sounds (at the very best) like a disgruntled cable or E* employee.
I called DirecTV Customer Retention directly-- and the CSR picked up on the second ring.
The retention rep I spoke to couldn't have been nicer nor thrown much more in the pot as I purchased my second Hd TiVo. It was a most pleasant experience.
(And since the CSR I spoke with said he's been with D* for almost four years, and seemed very baware of all the possible givebacks available (even some I hadn't heard of here) I somehow doubt he missed an secret "screw-the-customer" meetings that djchronic claims DirecTV conducted.)
The fact is that calling Retention and knowing what has been possible for others allows you to gently lead your Retention CSR to where you need to be financially.
But even if you only get the $100 MIR with the $299 HD TiVo, it is a heck of a deal.
This isn't personal--it's business. I voted with my wallet. I let them know, via their Feedback page, that I'm willing to let at least part of my package go because of CSR roulette. Sunday Ticket is not a necessity to me, true, and I will miss it and the movies. I can assuage that pain by spending the $680 a year on DVDs. D* is going to make less money from me, lose the two-year commitment I would have agreed to, and perhaps lose me altogether. Why? Because now they have competition in my area in a meaningful way. I thought that was what "retention" was supposed to be about.
Or maybe the competition....
When I called on Monday and said I wanted to be considered for the $299 deal and that I no longer had a commitment; I got a very nice retention CSR who said she could not help me and told me all the bad things about Comcast and Dish. Then said the best she could do was $336.76 for the HD Tivo with a $200 account credit and the $100 rebate. I told her I would agree to that and asked what programming credit I could get. She gave me Starz for 3 months. I don't know where she came up with the odd $36.76. She seemed surprised that she could give me such good a deal She did not know anything about the mpeg 2 to 4 conversion. I thanked her politely. I had previously gotten the $99 deal for a non-recording HD rerceiver from D*which I sold; and then got a HD Tivo from Best Buy back before the big price drops and got only nominal programming credits at that time.
Installer came Wednesday morn with new HR 10-250, not re-furbished. During activation I asked for HD credit and got 3 months. Account shows HD/DVR $299 plus $14.95 for shipping and $1.08 tax. If my math is right, I ended up plus $47.94. I sub to Total Choice, NFL Sunday Ticket and HBO
I'd keep both. I just ordered my third HR10 and I only have one HDTV. Why would you want to watch SD on your TiVo on one of the sets when you could do HD. Plus you can sell your HD receiver and recoup some money. If you disconnect the SD TiVo, too, you'll save $5 a month.
Now if you're talking Cablevision, are you on Long Island? If so, you may be able to pick up your HD locals OTA. I'm 37 miles from the ESB, and I pick up the locals just fine using a SquareShooter antenna. The HD OTA is much better than the sat HD locals, and the HR10 will continue to work for many years OTA.
Does anyone else notice how the vast majority of the people who seem the most upset with DirecTV also have by far the fewest posts in this forum (and in at least two cases seemd to just joined?)
I just called DTV to get this deal and here's my story:
I only made one call. After the rep at retention "checked my account" for about 5 minutes, he said, "Yes, there is a deal for $299+$100 rebate." I then inquired about the $100-$150 credit. He said, "There is no such thing. That is a story that was concocted on the internet. Nobody has and ever will get such a deal/price."
I elected not to roll the dice again and go for the $199 total package. Oh well, maybe I lost out but it's still better than the $750 that I was going to pay!