Retention

[vedhead]

I've called into retention once and I like how you go straight to an agent...
do you think they get pissed off when people call that number and they just want to change programming or activate service or something?

 

[hobojoe]

i think some do, most don't. i called about what new deals they had. the gal was like "you can get this same information from our website!"with a tone in her voice! i feel that's what we pay for. to get help from "customer service"

 

[teknophyle]

Retension

Retention is just for TV customers whom are looking for freebies or deals that the regular CS R's can't authorize. Plus you get immediate attention instead of calling the regular number and getting someone in say India.

 

[vedhead]

Thats the attitude I'm wondering if they care about...

I mean, obviously its to retain customers...

But I activated yesterday. So I feel kinda ridiculous trying to get the free hd-dvr...although I must admit, I've tried a few times...

 

[damaged]

Thats the attitude I'm wondering if they care about...

I mean, obviously its to retain customers...

But I activated yesterday. So I feel kinda ridiculous trying to get the free hd-dvr...although I must admit, I've tried a few times...

'freebies' are based on the customers account standing, so, if you are _brand_ new, you probably won't be getting any free hd-dvrs (though I would not say impossible), people with 800+ beacon scores not withstanding.

I'd imagine, if they were bothered about retentions 800# (ab)use, they would simply change it, or at least change the policies.