Why do CSR's fail to write it down???

[apace]

I have had DTV since July 6, 2007. On Friday Sept 7, I called DTV to get a price on an HR 20 and asked if they were offering the Sunday Ticket deal to existing customers. I had read where some existing customers were getting the same deal as new subs. I got a CSR who was extremely nice and sounded very knowlegeable about DTV and its offerings. She told me I could have the Sunday Ticket deal the same as new subs and gave me a price on the HR 20 which I gladly accepted. I had the Plus HD/DVR package with Sports Pack, and was in my final month of free HBO, Shotime, and Cinemax. I had also previously added Starz for $7 a month after a call from DTV offering it. She explained in detail the difference in my bill after the change and assured me I would get the bill credits I received when I signed up.
Toward the end of our conversation I asked her if I would have to add HD Access to this package, because it was included in the HD/DVR package I switched from. She said "you will need the HD Access added on, but I'm going to give it to you free for six months"
She also offered me NASCAR Hot Pass for the rest of the season, but I politely declined because I watch very little NASCAR.
I verified with her that I would get the HD Access free for six months then thanked her and told her it had been a pleasure dealing with her.
About two hours later I turned on my TV and tuned to ESPN HD. I got the blank screen with the "channel not purchased" message.
I reset my receiver and still had no HD channels. I then called DTV and was not so lucky with the CSR. She was difficult to under stand, and not nearly as nice as the original one. I explained the situation to her. She checked my account and said there was nothing noted on my account about the HD Access being free for six months. I asked her if the original CSR could be identified and she said her number was noted on the account but there would be no way to contact her.
I politely thanked her for her time and hung up.
I followed this conversation up with an e-mail and got basically the same response stating there are no offers for free HD Access.
Either the e-mail response is bull**** or there are some lying folks on these forums because many people have reported getting HD Access free up to a year.
Why can these frequent problems not be corrected? I was not calling to see what all I could get from DTV as a lot of people do. I asked for prices on a receiver and a package and agreed to the prices I was given. I gladly accepted her offer for the HD Access, but did not ask for it. I'm sure I'll end up paying for it but the attitude of the second CSR was less than pleasing, acting like I was trying to rip them off or something.
Thanks for listening.

 

[Mr. Kennedy]

As a new subscriber, I was given HD access free for the first 4 months. I was told that when I signed up, told that when the installer had me talk to customer service when he was activating and when they called to make sure everything was working a few days later. It's not reflected as me being charged on my billing and I am getting HD programming.

 

[Jimbo]

Outside of the initial 3-4 months they normally give to new subs on the HD fee, I have NEVER seen anyone say they got the HD access fee waived for a year, or at all for that matter, at least on the sat sites I frequent.

Jimbo

 

[apace]

Don't get me wrong. I am not one to complain about everything or try to get something for nothing. She was by far the best CSR I've ever spoken to DTV or Dish included. I didn't think there would be a problem because I have heard of similar deals.
Like I said, thanks for listening.
Just venting a little I guess.

 

[charper1]

Bottom line: ALWAYS get the CSRs ID and/or name.. It might not solve it 110% but sure makes a better case when you know who you were talking to IMHO.

 

[SpankyUT]

Don't get me wrong. I am not one to complain about everything or try to get something for nothing. She was by far the best CSR I've ever spoken to DTV or Dish included. I didn't think there would be a problem because I have heard of similar deals.
Like I said, thanks for listening.
Just venting a little I guess.

I guess I see it differently than you do. Were she actually "the best CSR (you've) ever spoken to," she would've given you what she promised. In my mind, her failure to follow through with what she said she'd do makes her a terrible CSR, but that's just me.

 

[joedekock]

Outside of the initial 3-4 months they normally give to new subs on the HD fee, I have NEVER seen anyone say they got the HD access fee waived for a year, or at all for that matter, at least on the sat sites I frequent.

Jimbo

I got the HD access wiaved for 12 months when I called and talked to customer retention a month ago. All I wanted was a free HDDVR. She gave me what I was asking for plus the 12 months of $9.99 credit for hd access and three months of HBO/Cinemax.

I called a few weeks later to ask if I could get the Sunday ticket deal new subs were getting and got that without a problem. I asked if this would effect my 12 month credit for the HD access and was told no. We will see how that one pans out when I cancel the "everything" package and go back down to choice plus when Sunday Ticket is done.

 

[leehound]

When I upgraded to the HD DVR and I negotiated 6 months free HD fee. When the next bill came I was surprised that I was being charged. One phone call straightened it out, but I was not happy that i had to call. It seems like whenever I get a freebie from Directv, it is never reflected in the bill, so I always have to call. I am sure it is a established strategy by Directv, to force the customer to call to get what was offered them by a CSR. I just wonder how many people never make that call or even realize they arnt getting the deal they were promised.

 

[billd1530]

i just recently upgraded to a hd dvr, after my directv commitment expired and i had them put my account on suspense. i am paying $19.95 for s&h for the new hd dvr, $0 for installation, plus i will receive hd programming free for one year. more hd channels, and paying $25 less per month than what i am paying comcast. works for me.

 

[apace]

I got the HD access wiaved for 12 months when I called and talked to customer retention a month ago. All I wanted was a free HDDVR. She gave me what I was asking for plus the 12 months of $9.99 credit for hd access and three months of HBO/Cinemax.

I called a few weeks later to ask if I could get the Sunday ticket deal new subs were getting and got that without a problem. I asked if this would effect my 12 month credit for the HD access and was told no. We will see how that one pans out when I cancel the "everything" package and go back down to choice plus when Sunday Ticket is done.

I thought I had seen plenty of people post saying they had got six months or a year of free HD Access. Of course getting offered it and actually getting are apparently two different things.

 

[billd1530]

i checked my directv account and verified free 1yr of hd programming

i hear you about the offers and what actually gets applied to your account. i verified by reviewing my account online that i was receiving the one year free of hd programming before i confirmed with directv my two year commitment and installation date. in fact, they already applied the first month's hd programming credit before my installation date which is scheduled next week.

 

[Jimbo]

I got the HD access wiaved for 12 months when I called and talked to customer retention a month ago. All I wanted was a free HDDVR. She gave me what I was asking for plus the 12 months of $9.99 credit for hd access and three months of HBO/Cinemax.

I called a few weeks later to ask if I could get the Sunday ticket deal new subs were getting and got that without a problem. I asked if this would effect my 12 month credit for the HD access and was told no. We will see how that one pans out when I cancel the "everything" package and go back down to choice plus when Sunday Ticket is done.

WOW....

I can't even get a H20 from them and my account is paid a year in advance.

Jimbo

 

[joedekock]

WOW....

I can't even get a H20 from them and my account is paid a year in advance.

Jimbo

Did you ask for customer retention?

 

[loganbay]

Go figure

and we wonder why we end up paying more every year!?