HEARTS Program

[lee78221]

Sean:

There's a combination of programmed offers which the system displays to the CSR depending on the heart level, and also the CSR is instructed to "go above and beyond" the higher the heart rating.

Could be anything from waive shipping, free replacement, super discount receiver, DVR4ME-type stuff, etc.

It's variant and D* can change the promos in the system in real time.

H

that said it a Hell of a lot better than I could:up :up

 

[FlyingJ]

I was going to write a very interesting post about how D* should treat all reliable customers the same. Just something wrong with this so called "heart" rating system. Of course when I called today and was told that I have 5 I have reconsidered and think that D* has come up with a really terrific system to reward their best. I am going to go drink more D* KoolAid now and enjoy my D*. Hell now that I know I have 5 hearts I can honestly say I don't even notice any HD Lite issue anymore!

 

[FlyingJ]

Oh, and more importantly, When do I get my second SatGuys star?????

 

[lee78221]

I was going to write a very interesting post about how D* should treat all reliable customers the same. Just something wrong with this so called "heart" rating system. Of course when I called today and was told that I have 5 I have reconsidered and think that D* has come up with a really terrific system to reward their best. I am going to go drink more D* KoolAid now and enjoy my D*. Hell now that I know I have 5 hearts I can honestly say I don't even notice any HD Lite issue anymore!

LOL.

 

[lbostons]

Great post FlyingJ!

I also called and found out that I have a 5-star rating. Hopefully when the new Mpeg4 HD-DVR comes out I will get a good and FAIR deal. I bought one of the HD TiVos last fathers day and I payed way to much for it to be simply obsolete in a couple years. I know that I have some time but if they are going to be offering my HD locals in April or May it might be a good idea to jump on board for a new 2-year partnership.

 

[JerryVolunteer]

I have the HD pack, TC premier, 3 receivers and I have 5 stars. But I do buy over $100 in PPV each month too.

 

[Proc]

business is business.

I agree, business is business, but I am hoping that these "Hearts" are not being given out subjectively. If you are a good customer, pay on time, order lots of stuff then fine, get more hearts. Bad credit or payment history, then you get less of these hearts, then so be it. But, if its up to a CSR to dish out or get rid of hearts because they do or don't like a caller's attitude (and a caller could indeed be frustrated over a myriad of legitimate things), then that would flaw the whole system.

 

[FlyingJ]

I have the HD pack, TC premier, 3 receivers and I have 5 stars. But I do buy over $100 in PPV each month too.

I hope that the $100 a month in PPV includes Sports subscriptions...heck even if..that is a whole lot of PPV...you should get 6 hearts!

Oh wait...must be a lot of...ummm , errrr porn

 

[lee78221]

I agree, business is business, but I am hoping that these "Hearts" are not being given out subjectively. If you are a good customer, pay on time, order lots of stuff then fine, get more hearts. Bad credit or payment history, then you get less of these hearts, then so be it. But, if its up to a CSR to dish out or get rid of hearts because they do or don't like a caller's attitude (and a caller could indeed be frustrated over a myriad of legitimate things), then that would flaw the whole system.

That can happen with any type of system.

 

[minorthr]

I'm not calling because I'd end up being a 2 or 3 and then I'd get all depressed and think less of myself.

 

[narnia777]

I just called retention and she wouldn't tell me my rating. I felt that I had to explain how I knew about it so I meantioned this forum. but she didn't budge, she said I was a valued customer and they wouldn't want me to leave.

I guess that must be 3-5 range. I have only asked for one "perk" from retention and that was a instant credit for a dvr last year instead of the $100 rebate, since I needed to upgrade my tivo and couldnt' afford to buy one at the time. So I bought one and asked for the credit to my bill. In exchange I had to sign a 2 year contract.

I'm getting a third tivo from the $15 DVR4ME sale that I ordered on the 27th it will be a spare and be one I can feel comfortable learning how to hack.

Jim

 

[newsposter]

I have the HD pack, TC premier, 3 receivers and I have 5 stars. But I do buy over $100 in PPV each month too.

I have to ask. Do you go see movies too or is ppv your entertainment? 20 movies a month is more than I could watch. Or are they the 'special ppvs?

 

[Harrelson 69]

I called D* to ask this. I was told I have 5 hearts. I been with them since April 02. I have 3 sd boxes, tc plus and HBO. Two different times I complained about programming and was given $10 off HBO for six months and recently gieven 3 months of showtime free. I was able to get new D11 boxes for free when my old boxes had problems. The two times I complained I threatened to go back to cable, this prompted them to give me the above items.

 

[stellar832000]

I just called and I'm a 5 hart customer, as you can see I have appropriately updated my signature ...you know I have always loved Directv but now I love them just a little bit more

 

[stellar832000]

I just called retention and she wouldn't tell me my rating. I felt that I had to explain how I knew about it so I meantioned this forum. but she didn't budge, she said I was a valued customer and they wouldn't want me to leave.

I guess that must be 3-5 range. I have only asked for one "perk" from retention and that was a instant credit for a dvr last year instead of the $100 rebate, since I needed to upgrade my tivo and couldnt' afford to buy one at the time. So I bought one and asked for the credit to my bill. In exchange I had to sign a 2 year contract.

I'm getting a third tivo from the $15 DVR4ME sale that I ordered on the 27th it will be a spare and be one I can feel comfortable learning how to hack.

Jim

I don't think retention is going to give you your heart rating, if they did you would be in a position to use it against them...(holding out for the best offer, or threatening to leave Directv) so if you want it call a CSR, thats how I got mine.

 

[chadzx11]

I don't know how many hearts I have (and I could not possibly care less about it), but I am sure to be in the silent minority. No bitches, moans, problems, or complaints here. I canxed my D10 after my contract expired because *I think* for the whole year, we watched TV in the bedroom twice. At the same time, I added HBO in anticipation of the new sopranos season, and they gave me starz for free.

I don't like the lease model, and I will not lease any of their equipment, so if my R10 DTivo craps out *or if they jerk me around about not having a landline for it*, I guess we will lite up the D10 and the old Sat B65A and hook them up to a real DVR. I'm not leasing and I am not paying bellsouth $30/mo so Tivo can keep tabs on what I watch.

IMO, if you are calling D* to ask how many hearts you have, you seriously need to get a hobby.

 

[stellar832000]

I don't know how many hearts I have (and I could not possibly care less about it), but I am sure to be in the silent minority. No bitches, moans, problems, or complaints here. I canxed my D10 after my contract expired because *I think* for the whole year, we watched TV in the bedroom twice. At the same time, I added HBO in anticipation of the new sopranos season, and they gave me starz for free.

I don't like the lease model, and I will not lease any of their equipment, so if my R10 DTivo craps out *or if they jerk me around about not having a landline for it*, I guess we will lite up the D10 and the old Sat B65A and hook them up to a real DVR. I'm not leasing and I am not paying bellsouth $30/mo so Tivo can keep tabs on what I watch.

IMO, if you are calling D* to ask how many hearts you have, you seriously need to get a hobby.

oops...sounds like someone just found out they don't have very many hearts....

 

[JustBob]

I called D* to ask this. I was told I have 5 hearts. I been with them since April 02. I have 3 sd boxes, tc plus and HBO.

I'm surprised this would get you 5 hearts.

I don't understand why people are so interested in knowing their hearts rating. Does it do you any good to know it? Are you going to up your package if you're only at 3 hearts? Or quit your bitchin? I understand that the rating will help you get better deals for upgrades and such. But that's really for them to know, not the customer. Right now it's just speculation as to what this might get you anyway. I'd imagine that a lot of other businesses have some customer rating similar to this. Calling just to check how many hearts you have seems like a waste of time. I'd dock you 1 heart just for being bothersome.

-JustBob

 

[stellar832000]

I think I would love the service either way, I have never had a problem with Directv, so honestly I don't think it makes a difference in my case, but it is interesting to know, (and to give other people heat about) I called to deactivate my R15 and reactivate my TiVo (you don't know what you have until you've exchanged it for an R15) and I couldn't help but ask, anyways directvs going to have to do something if to many people start to know about it, and I bet pretty soon they stop giving out the information (not enough reps to handle a bunch of people inquiring about a heart rating) So in essence were ruining it for ourselves...oh did I mention I had five!

 

[Harrelson 69]

I'm surprised this would get you 5 hearts.

I don't understand why people are so interested in knowing their hearts rating. Does it do you any good to know it? Are you going to up your package if you're only at 3 hearts? Or quit your bitchin? I understand that the rating will help you get better deals for upgrades and such. But that's really for them to know, not the customer. Right now it's just speculation as to what this might get you anyway. I'd imagine that a lot of other businesses have some customer rating similar to this. Calling just to check how many hearts you have seems like a waste of time. I'd dock you 1 heart just for being bothersome.

-JustBob

There is really no reason for you to react this way! I was just curious considering everyone else was inquiring. There is no harm in asking! Next time if you have nothing nice to say then say nothing at all!