Post what DirecTV retention offered you!

[ChadT41]

Did they give you that, or is that your stated objective?

 

[Jimbo]

I just called the Customer Retention department to see if I could score a deal on Sunday Ticket. Said I wanted to cancel because I can't afford the extra $40 a month for Sunday ticket and cable is cheaper. I have 6 months left on my 2 year agreement and last year paid full price for Sunday Ticket. The most they offered me was $10/month credit for 12 months and $5/month credit for Sunday ticket for 6 months. I went ahead and scheduled a cancellation date for next week hoping they will call me back with a better offer. Otherwise I'll have to call them back and cancel my cancellation...lol.

So, they gave you $150 in credits and thats not good enough for your ST ...

 

[Jax Tom]

Did they give you that, or is that your stated objective?

Stated objective.

 

[Jax Tom]

OK, this is where I'd like to tell you I played hardball....but what really happened is that I called and guy says "we can't waive it but you've been with us since 97 and sometimes they don't charge it for folks that have been on that long". He ran it and said "Yep....no charge". So my free upgrade will be free. Tomorrow afternoon.

 

[dishfan82]

I was offered $20 off my 100.00 package and I declined because we already switched.

 

[Danny001]

This will be a long post...Last week I called as I was having trouble ordering a wrestling PPV online which I seem to have almost every time I order two wrestling PPVs in the same month(If I try to order on DirecTV's website unlike normal times it wont let me bill to account. It tells me I have to use a credit card or checking account).(I called a year or so ago & they told it's because my bill was due in two weeks and my bill for that month was over $200, which is it every month. They said they raised the limit. But the problem kept having). So when I called I said my problem, and asked to know when my contract ended. The lady immediately told me she had to transfer me to someone else. So I was transferred and the lady said you had a question about your contract and I said yes as well as ordering a PPV. She told me I was out of contract at the moment. She ordered the PPV for me on the phone & said she would credit the account the $5 fee for ordering on the phone. I told her how I had not even received that month's bill in the mail. She then raised my limit from $200 to $500. She had to do it twice as the first time it did not save. I asked her if I would have the same problem this week when I order another PPV she promised it would not happen ever again. I thanked her. I asked her if she had any deals for me, she said yes. (My bill is usually $211 a month + a $25-50 wrestling PPV. On bill minus the PPV it would read DirecTV Channels $144, DirecTV Equipment $57, & Sports fee/Tax $10).

The deal she offered me & I took included $10 off Sports for 6 months, Save $7 on HBO for 6 months, $15 off Premier for 12 months, Save $7 on Cinemax for 6 months, Save $5 on Premier for 6 months, & save $10 on a Advanced DVR for 12 months. (So $54 off for 6 months, then the following 6 months $25 off awesome deal) She also offered me MLB Extra Innings free for this year or NFL Superticket for this year. I don't care for either but I ended going with NFL, she told me I just have to cancel NFL in January. This is for a 1 year contract. I thanked her.

After I hung up I checked my recent activity on DirecTV's website and saw all the credits issued but saw I was charged the $5 phone fee for ordering a PPV. I called DirecTV back told the guy on the phone that she promised me the phone credit and he gave me the $5 phone credit. I thanked him, he then sent me three DirecTV helpful hints for ordering a PPV online emails.

Today I received my bill in the mail, and went to order the Wrestling PPV for Wednesday morning but if gave me the same message again to order the PPV with credit card or checking account. I could not bill it to my account. I called DirecTV I asked for Tech Support. he guy asked his supervisor and told me there was nothing he could do for me. Asked if I needed any other help, I said no. I recalled DirecTV this time asked for billing the guy listened to me and said it must be a problem with DirecTV's website as he can see my account's limit is set on $500 he transferred me to someone to help with DirecTVs website.

The Lady was from Manila, Philippines. I told her my problem and told her how I keep having multiple problems with DirecTVs website. (One month I went to order a wrestling PPV and the PPV was moved from Monday to Wednesday so I had to order it again and call them to get a credit. They apologized. Two months ago I went to order a wrestling PPV online and the button to click to buy was grayed out. I called DirecTV and the guy on the phone had the same issue so he sent a message to someone and told me to try again in a few days. A few days later I called same problem they told me they could not figure it out. I just ordered it on my DVR instead but I like to do it online so I can watch in whatever room I'm in).

She reset my password online and logged into my account. She could not find where the wrestling PPV was. I tried to tell her and she said she had to Google it. She couldn't find it still, so I told her to use the search button on DirecTV's website main page and type in the name of the PPV. She did and she was the same problem I was having with it not letting me bill to account. She had me replug in the phone jack to my DVR 3 times, still no problem. She tried to change the settings to let me order online still no help. She said it showed my accounts limit was $500 and I shouldn't be having the problem so after over an hour on the phone she ordered the PPV for me and credited my account the $5 phone fee. She told me she was escalating the issue so hopefully I wont have the same issue ever again. She said it must be a problem on DirecTVs website. She thanked me for being so patience, told me I made her day, and told me to watch ch 364 or 379 for something Inspirational. She was very helpful and nice to me. I checked my account online & saw she gave me the $5 phone credit.

Hopefully I don't have this problem again but I doubt it haha. Atleast I got all the credits and lowered my bill for the next year. Very happy about that.

Are u ordering wwe ppv every month ? why not just get the wwe network for way less $9 a month and every ppv is included.. will save an extra $50 on your dtv bill

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[Bruce]

Are u ordering wwe ppv every month ? why not just get the wwe network for way less $9 a month and every ppv is included.. will save an extra $50 on your dtv bill

Posted Via The FREE SatelliteGuys Reader App!

Maybe he does not have good enough broadband.

 

[ETS]

Are u ordering wwe ppv every month ? why not just get the wwe network for way less $9 a month and every ppv is included.. will save an extra $50 on your dtv bill

Posted Via The FREE SatelliteGuys Reader App!

I have WWE Network. I meant TNA Wrestling PPV & a Ring Of Honor Wrestling PPV.

 

[mnpackfan]

Just to update you guys on what I got. I was out of contract and have been a customer for 10 years, so I think that may help.

All I did was tell the first lady I wanted to cancel and she sent me to cancel guy, which I assume was retention but he never actually said that. He was very salesman-like, with a southern drawl.

I told him I was sick of seeing new customer offers that were far superior to my current plan. He did ask me if I was looking around and I said I was, but would probably get nothing if I cancelled, just stream stuff if he couldn't improve my bill (which really is what I would do if I wasn't addicted to Sunday Ticket). So, I basically got what the current deal for a new install: free NFL Sunday Ticket this year and a little less than 24.99 for the "Entertainment Package" for 12 months. Reduced my total monthly bill from ~$100 to ~$60 for 12 months ($90 thereafter) plus the free Sunday Ticket. I also told him one of my DVRs was a little wonky, so he agreed to give me a Genie for a replacement for free. I currently have 2 HR24s and the wonky HR21. He offered to replace one of the HR24s with a Genie Lite, but I said I'd rather just have the 3 DVRs and he said OK and so the Genie will just replace the HR21. I think I could have gotten the 3 months HBO/Showtime too, but I didn't press cause I don't care that much about that. He couldn't schedule an appointment for the Genie install for some reason, so I tried to get him to let me install myself but he wouldn't do it ("the system won't let me"). So, they will call me with appointment time, I assume it'll be quick enough to to switch out the SWM and put in the genie.

I wasn't sure if I should've called before the merger was official, or wait a little longer for the merger to be more complete, but ultimately I got all that I wanted, plus a tiny bit more (the Entertainment coming in a little less than 24.99)--so I guess I'm happy even if I could have gotten more in a few months.

We did this last time we were off contract and it was a lot more tedious, but this was fast and easy and I didn't have to push at all.

 

[Zashel]

He couldn't schedule an appointment for the Genie install for some reason, so I tried to get him to let me install myself but he wouldn't do it ("the system won't let me"). So, they will call me with appointment time, I assume it'll be quick enough to to switch out the SWM and put in the genie.

the genie + 2 DVR's puts you @ 9 tuners, which requires a dish and/or multiswitch upgrade.

 

[mnpackfan]

the genie + 2 DVR's puts you @ 9 tuners, which requires a dish and/or multiswitch upgrade.

Definitely a new switch, how do I know if I'll need a new dish? Just want to know before the guy gets here next week, cause I don't trust them to know.

 

[Rob68]

I haven't called yet but I am planning on doing so this week. My intention is not to get ST or anything special/extra. I am looking to lower my bill. I have been a DTV subscriber for over 15 years and only once (just about 2 years ago) called and threatened to cancel. This time I am very much open to it if I am not able to get some changes.

To give you an idea of my situation, I just moved to a new house but didn't call for the movers special because I didn't want it assumed I was sticking with them and so I could be in a better bargaining position. What discounts/perks come with the Mover package?

As for my current set up, I am paying $150/month est: Choice Xtra Classic & Sports Pack ($93); 4 boxes (Genie- HR44, Mini-Genie, HR22-100, and an HR24-200) for $19.50 - multi-tv, Advanced DVR & HD Service $20, $3 for whole home DVR Service, and finally $8/month for the protection plan (is this even necessary?).

I am looking to keep 4 boxes (possibly add a 5th) and upgrade the 2 older boxes bc I am replacing the older TV's with HD TV's. I know that I would pay less if I switched to Dish or one of the cable providers but I do like DTV, the service I have received, and the channel selection. I just don't like paying $150/month which will go up once I add a box and upgrade the other two. BTW, I also have ATT as my wireless provider, not sure if that helps or hurts my bargaining.

Thank you in advance for anyone who can provide some information or guidance.

 

[jcrandall]

Ask when your contract is up and tell them you need to decide between DirecTV and Dish as they have $49.99/mo for 2 years with all fees included.

Be persistent and tell them you were prefer to stay but you need to "close the gap" and get a price close to dish.
If no interest in Sunday ticket, focus solely on the price.

 

[ChadT41]

Or just use one of my referral certs and come to dish. Get that 2 year price lock, 2 year no DVR service fee and one year free Netflix. Can go back to DTV after and get their new customer deals and save even more....

 

[Rob68]

Jcrandall - thanks for quick response and good info. Do you know if there is somewhere I can find out when my contract is up with out contacting them? Does it show anywhere on my profile on the DTV website? I couldn't locate it anywhere and looked for a while but I am sure I could have missed it. If not, I will call but I like to prepared going into the call. Thanks either way.

Ask when your contract is up and tell them you need to decide between DirecTV and Dish as they have $49.99/mo for 2 years with all fees included.

Be persistent and tell them you were prefer to stay but you need to "close the gap" and get a price close to dish.
If no interest in Sunday ticket, focus solely on the price.

 

[jcrandall]

No place on the website with contract end date. Even email/chat won't often give it, instead they'll give a phone number / PIN to reach retention.

 

[Rob68]

Turns out that I was out of contract so I had a bit of leverage. I think I did alright. I am sure I could have done better but I am fine not pushing my luck. Ultimately, I got the move package (free move/install, free upgrades of my two older boxes, and Sunday Ticket Max). As for getting my bill reduced, I got it cut from $148/month down to $81/month. Without even really asking I was offered $43/month off of my total bill for 12 months along with $10/month off for bundling DTV w/wireless. I also was given a free box (I said I was looking to move from 4 to 5 units). I also received $10/month off of the sports package for a year. I pushed a little and got either the HD or DVR service off ($10/month) for a year as well. Lastly, bc I did the bundle online through ATT when I was still speaking with her I told her it said that it would take 2 months for the discount to kick in (I wasn't even complaining, just updating her on what my screen said per her request) she went and gave me $20 credit off of my current bill and I saw it change online right before my eyes. Ultimately, the $ amount doesn't add up completely (possibly bc I am getting another box and I am getting hit w/the $6.50/month per box fee for it but I don't care. Taking my bill down almost $70/month for one year and getting Sunday Ticket and another box was well worth it.

JCrandall - thanks again for the information. I greatly appreciate it. One last question either to you or whomever would know this one; is getting 2 new mini-genies better than continuing to use my HR22-100, and an HR24-200? I am pretty sure I have read on here previously that the HR24-200 is a good, solid unit but is it worth keeping in place of a newer box (mini-genie)?

 

[peds48]

is getting 2 new mini-genies better than continuing to use my HR22-100, and an HR24-200? I am pretty sure I have read on here previously that the HR24-200 is a good, solid unit but is it worth keeping in place of a newer box (mini-genie)?

NEVER trade an HDDVR for a mini!

 

[Chuck W]

Posted this in the Charter thread but because of the supposed deal, I figured I'd post here too...

I just switched to Charter a few days ago and called Directv with full intentions of cancelling, thinking there was no way they could match what I was getting from Charter's triple play(have had Internet/Phone from them for years). Charter's triple play would save me about $125/mo over Directv+Charter internet/Phone. However, when I went to cancel Directv(been with them for 16 YEARS) and they gave me such a great price to stay(for one year, but with no contracts involved... month to month), it would be $30 LESS a month with the new Directv price+Charter Internet/Phone vs the Charter triple play. I am shocked Directv was willing to come down that much(well over $100/mo off... sounds too good to be true). I still don't actually believe it, thus why I am completely on the fence for several other reasons too...

1. Being with Directv for 16 years, I was in shock as to how much FASTER a Roamio(heck even the Charter DVR) is(went with a Roamio+one mini for now), compared to my HR34 or HR24s(I have am HR34+2 HR24s+1 HR20). It's kind of sad how slow the Directv receivers are these days.

2. Charter's HD lineup actually has a several MORE HD channels than Directv in comparing channels.

3. I would actually get my NY Rangers on MSG. With Directv, they don't pay Cablevision for the "outer ring" of viewership, which I am in(the retention specialist said they recently resolved this but I think she was blowing smoke).

4. The Charter channel organization seems like it was done by a kindergartener. Other than the Premiums(which are the same numbers as Directv), the rest of the channels are a complete cluster____. The locals aren't matched to their actual channel(Fox 61 is channel 6, WVIT 30 is channel 4). On top of that, the like channels are not together, so all the ESPN channels are strewn all over the 700's as opposed to being next to each other like Directv. Plus there are SD and HD duplicates all over the map(seems tho all HD is 700+, minus the premiums).

5. Charter's DVRs suck. They are not linked and have an SD guide and menus, but the Roamio really helps here.

6. Charter's HD is Mpeg2 vs Mpeg4 on Directv. At times the difference is noticeable.

I guess why I am on the fence is while Directv would now save me about $30/mo, that Roamio/Mini make the Charter experience excellent, plus I'd still have my NY Rangers issue with Directv. So it's a tough call.

 

[Rob68]

NEVER trade an HDDVR for a mini!

Peds48: Thanks for the msg. Can you tell me why that is? Also, I think that I have had the 2 older ones for quite a while so I may actually have bought those vs. leasing. Does anyone know how long the leasing program has been going on? I know that I used to just buy my boxes up until a time. I just don't remember if these are 2 that I actually own.