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Discussion in 'DirecTV TiVo Powered PVRs & Receivers' started by suncom3, Aug 13, 2005.
What software version does this HD Tivo run? Does it have folders?
I like DirecTV, but I think it's unbelievable that a company this size lets it's employees play "CSR roulette". Just in this thread someone posts that a CSR tells him "the deal" is only for customers who have been with DirecTV for 5 years or more and won't offer the discount, then just a few posts above jblankenship says he's been with them only since January and got "the deal" with one call. This is just no way to run a business.
Thanks to all who posted about this deal. All I said was that I was an existing customer (I have TC with locals and HBO, auto-pay with credit card, and used to have the Sunday Ticket) and "I wanted to know more about the HD Tivo that you have that I heard about that is almost free with credits and rebates."
CSR #1: "Well, it's only for some special customers. Let me see if you qualify. Yes, you do qualify, and the cost is $199, but there are no programming or hardware credits."
Me: "Ok thanks, I'll think about it. Goodbye."
CSR #2: "There are no programming or hardware credits, we're aready knocking $300 or so off the price of the HD DVR."
Me: "Ok thanks, I'll think about it. Goodbye."
CSR #3: "No, everything you heard was false. There's a lot of misinformation out there. There are no programming credits I can offer you."
Me: "Ok thanks, I'll think about it. Goodbye."
CSR #4: "Yes. The HD DVR will cost you $199 after rebate, and I can offer you the HD package free for 3 months and 6 months of your HBO for just $2 a month."
Me: "Are there any HD deals on the Sunday Ticket?"
Same CSR #4: "Yes. If you want the Sunday Ticket, I can't get you the early brid pricing anymore, but I can give you the SuperFan add-on package for free"
Me: "Ok cool, let's do it."
Cheers, my 2nd HD TiVo should be here in a bit!
OK. First off I wanted to say that I have spent the last 1-2 hours reading through this thread. I have seen some great things that were said and some not so great things as well. There is no excuse for a CSR to post such a message as djchronic posted. I understand where he is coming from for I have been a CSR for 4 years, many of that time in Retention. For any business, what is the purpose of the Retention dept? To retain a customer by balancing the needs of the customer and the needs of the business. If a customer (who is without influence from sources such as this forum) is looking for a great deal, from a business perspective I want to make this cust happy with the minimum amount of financial loss for the company right? So as a retention csr (who by the way is trained to think of both business needs as well as customer needs) I am going to try to make you happy with smaller offers at first then if appropriate step those offers up to try to meet the cust in the middle. The $299 HD DVR offer is meant as a last resort offer and to balance the business needs should not be offered up front. I think what djchronic is stating is that if retention is getting the callers dialing directly to them and stating, "I want a HD DVR for $299!" the csr is not able to perform the "retention job." When you call, do you hear the IVR say "Calls may be monitored for Quality"? Retention CSR's are required to follow the Quality guidelines set. We are trying to do a job that demands constant customer satisfaction within a short amount of time, while trying to do this within Quality requirements. Please just keep in mind that every offer is based off of a case by case basis. And with every caller asking for the $299 deal it makes it hard for the CSR to balance the customer AND business needs.
It can't hurt to try again. It took me three calls before I got the deal that I wanted.
i just got in on this deal today. i'm actually a new sub and had them install a HD receiver and 3 regular sets. called a few hours later and asked about the HD Tivo deal was offered it after on hold for about 5 mins. i didnt want to push for anything else considering that i am a new customer and didnt want to push my luck. any suggestions on what to do with the extra HD receiver or regular receiver now?
DTVSlave....*giving you an electronic handshake*
Very well put, very well put and exactly correct. We (us customer service folk) must always strike that difficult balance. The funny thing is that even the ones who need our services and want something and know it too. It's a give and take game. Good for you properly representing and explaining it intelligently and fairly. People can understand and relate. I too have found that a wee bit of honesty goes a very long way towards satisfied customers and satisfied CSR folk, and ..... incidently, satisfied corporation.
As to the buisness needs, when it gets to be too much the company will let you know.
Now, I just need to get busy and call DTV also. I've actually been waiting to give the CRS folk a chance to get a breather and calm down a little. Does any one know what kind of deal I might get with a HDtivo AND a SDtivo - could I still get the SD free (like it says on the DTV website) as well as the discount on the HDtivo?
Yesterday my SD Tivo died. I called DTV (twice) and was getting no deals on SD Tivo so I had them transfer me to Retention. I received the $299 less the $100 plus some programming. I came to this site and found all this information and so I called back this morning. The guy I spoke to was completely unwilling to deal with me. I even ordered the Superfan from him hoping he would give it to me for free. Although I didn't get the same deal as others I am still pretty happy as I got a HD Tivo for the same price as a HD Receiver. Does anyone know if there are parameters for which deal is offered to you (ie length you have been customer, average monthly bill, etc?). I have only been with DTV for two years but am a NFL ST subscriber and pay about $85 per month. Just curious to see what others "demographics" are who got better deals.
I just tried for "the deal", $649 is the only offer, CSR adamantly states that DirectTV has never offered the HD Tivo for $299, says everyone here must have bought theirs through a local retailer. Gotta love it.
Looking for a little help. I just talked with DirecTV and they offered me the $299 HD DVR upgrade with an additional $100 rebate. Here's the problem. My service address is differant than my billing address. I would like them to ship it to my billing address, but they are not willing to do this. They said that a technician has to install it. Any options for a self install?
What will happen if I move my service address back to my billing address? Will I lose my distant networks?
"Move" back to billing address.
Have equipment installed.
"Move" back to service address.
Thanks Billy! Can this all be done in one phone call with the same CSR?
Of course not. Call once and "move" to the billing address. Wait for the installer to come out and do the install (could take days). Call to activate the new receiver. Then call back to "move" back to the service address. If any CSRs give you any trouble at any point in the process, call back and play CSR roulette.
That is how I'd do it.
Thanks again. Will I loose the distants until I change back
DAmn! I want it now, but they said they can't install until September 10th (Chicago)! I tried to get the $250 activation credit if I go and pick one up at Best Buy, but apparently that isn't a deal anymore.
Don't believe I have heard of anyone getting $250 activation credit. $100 Mail-in -rebate, $150 activation for some, plus various programming credits. The programming credits really don't cost D* anything, so that;'s what you really need to work on.
Thanks again for the tips. Just talked with a CSR. Changed my service address and ordered the $299 DVR. install scheduled for Tuesday. My distants are still running.
I was just thinking, the knowledge we gain through these forums makes dealing with large corporations more like collective bargaining.
National Oganization of Digital Users with Hd (NO DUH). Join NO DUH now.
If you don't mind telling, I would be interested in knowing if the distant networks continue to come in until you change the address back. It seems to me that there might be a different dept. that handles the actual address they keep, regarding the distant networks.
The reason I say this is because I had to move (really) about 2 years ago, and the area had locals. So when I changed the address they came right in. Then about a 3 months later I moved to a white area. The distant networks did not come in and I had to call.
They connected me to another dept. and I ask shouldn't I be able to get them, and she told me I only had a wavier for one. That kind of confused me because it was over 2 years in the past at another address I had that. So I ask what address she had, and it was the orginal address, over 2 years old, that wasn't on my bill or the website, but they still had that one on file there.
Then I told her that was a old addresss , and she entered the new one, it was ok, everything came in. Ever since then I've wondered if to get the actual address changed that the controls the distants, you have to call the right dept. not just a normal CSR.
I was getting locals for over two years, yet they had a address on file that didn't offer locals, at that dept. I talked too. The new service address was on my bill all that time, but it still hadn't been changed in that dept. Also it didn't change of course when I move to a white area.
I will make sure to update everyone on this.