My contract expires on the 13th, so I decided to to get a jump on renewing. I have been a customer for 15 or so years, with the exception of 2 years with Dish 6 years ago. I was offered a new Genie, and that was it. I was trying to get some monthly credits, or maybe a free premium. The CR was in no way interested. I was not nasty or rude in any way. I told her I needed to discuss the decision with my management team (wife) to see what she thought, and could I get her extension so I could call her back. The CR said I couldn't but she would call back last Monday. Guess what? She didn't bother to call back. I guess it is time to move back to Dish again. I don't expect DTV to give me service, but for me it a little hard to swallow with all the discounts new subcribers get. Last years promotion even included the NFL package. It would have only taken a $10 credit for 6 month to a year to get me to resign. I guess DTV doesn't really understand that it is easier to keep an existing customer than to get a new one.
Called to renew my contract last Friday...
- Thread starter dbkarbo
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dbkarbo,
You do know that you don't have to be under any kind of commitment at all after 24 months using a New product, correcxt ?
"Signing up" probably won't get you anywhere, however, you probably got the 1st level CSR, call back and get ahold of the Retention dept, they will take care of you, they have much more leeway.
Easiest way to do this is either ask for them, or say Cancel at the prompts when you call in ... Don't threaten to cancel , just say Cancel and that will get you to the right dept.
I would tell them your situation, like you just did ...
If you want a call back, try emailing Mike White (mike.white at directv com ) ,Pat Doyle ( patrick.doyle at directv com ) or Ellen eafilipiak at directv com.
Politely explain your situation just as you did here, and you will probably get a call back from somebody with the authority to help you within 24 hrs. No warranty expressed or implied as to what they may offer you, but they seem to be much more intersted in keeping long time subscribers happy,than the normal CSR or even retention "supervisors".
Politely explain your situation just as you did here, and you will probably get a call back from somebody with the authority to help you within 24 hrs. No warranty expressed or implied as to what they may offer you, but they seem to be much more intersted in keeping long time subscribers happy,than the normal CSR or even retention "supervisors".
Thanks for the replies. I think I will give the email route a shot. I had talked to a retention "specialist" and she is the one that didn't bother to call me back. I just get sick of "Thanks for being a loyal Directv customer since" whatever year you signed up and then just be blown off by the rep. I guess if I ran a business, I would try to keep the paying customers happy, instead of giving everything away to new customers. I wonder what the percentage of new customers are discontinued for non-payment? I realize I don't need a contract, and think I will go that route if email doesn't work. Roxanne's attitude, (the rep I spoke with) was not the best, and she sure was not willing to do anything to keep me as a customer.
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