I work in retentions for DirecTV.. ask me anything you want to know

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hedm2005

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Full disclosure: I'm on my notice with the company, so I'm no longer worried about social media policies or anything like that. Anything you want to know, if I know it, I'll tell you. That being said, I'm leaving on decent terms, so I'm not looking to bury anyone out of spite, either.
 
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TermiNader

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Full disclosure: I'm on my notice with the company, so I'm no longer worried about social media policies or anything like that. Anything you want to know, if I know it, I'll tell you. That being said, I'm leaving on decent terms, so I'm not looking to bury anyone out of spite, either.
Thanks for offering information.

I've been a DTV customer for 20 consecutive years. I've only called a couple times immediately after the 07/08 recession to get price discounts.
Should I ask more frequently? I'm interested in discounts only, not free trials or more channels temporarily.

Second question. When will be a good time to upgrade to the new Genie (hr17?) and 4k? I have an hr44 now. I don't want to pay much and I am not in the equipment protection program.

Thanks!

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navychop

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I suspect the limitations on what you can say and do as regards the company on social media survives termination of employment.

It does where I work.
 

hedm2005

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2 years tends to be the sweet spot for calling for a retention offer. Make sure you're out of contract, because if you aren't, you'll be lucky to get anything at all. The real trick people don't get is that you can't overtap the well. If you get a promotion, take it, and when it expires, wait another year or so before you try again. Always ask for the customer loyalty department.
 

CSM

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Have you heard what AT&T are doing with UVerseTV? Are they still trying to shift everyone to DTV and get rid of it and when that date will be? If so I still don't get why they have UVerseTV on their website?
 

hedm2005

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Have you heard what AT&T are doing with UVerseTV? Are they still trying to shift everyone to DTV and get rid of it and when that date will be? If so I still don't get why they have UVerseTV on their website?
I think they'll keep u-verse around in some capacity for a while, simply because of MDU's and the like. They really, really , wanted that bandwith freed up, though, which is why they started pushing people toward the DirecTV.
 

CSM

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I think they'll keep u-verse around in some capacity for a while, simply because of MDU's and the like. They really, really , wanted that bandwith freed up, though, which is why they started pushing people toward the DirecTV.
Do they still plan on keeping the DTV name and getting rid of the UVerseTV name? Or will they go with AT&T TV?
 

hedm2005

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Do they still plan on keeping the DTV name and getting rid of the UVerseTV name? Or will they go with AT&T TV?
I've heard about a possible rebranding, but it's just rumor and speculation. I'm not sure why they would launch a new streaming service under the DirecTV name, though, if that's the end game.
 

CSM

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I've heard about a possible rebranding, but it's just rumor and speculation. I'm not sure why they would launch a new streaming service under the DirecTV name, though, if that's the end game.
Have you heard anything on 5g? Will they still want to keep SatelliteTV as the main platform. In another thread a person says AT&T wants 5g as the main TV platform. Their were those news articles about AT&T wanting 5g as the main platform by 2020. However if DTV Now is flat in subscribers I wonder where AT&T will want to go with its main TV platform?
 

Aridon

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Better time of the month or day of the week to call where credits reset for reps or anything like that?
 

hedm2005

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Do they still plan on keeping the DTV name and getting rid of the UVerseTV name? Or will they go with AT&T TV?
Have you heard anything on 5g? Will they still want to keep SatelliteTV as the main platform. In another thread a person says AT&T wants 5g as the main TV platform. Their were those news articles about AT&T wanting 5g as the main platform by 2020. However if DTV Now is flat in subscribers I wonder where AT&T will want to go with its main TV platform?

I haven't heard anything on 5G, but it would make sense if they have the bandwidth to make it happen.

Someone mentioned the HS17 earlier... I've yet to sell a single one of them. Personally, I hate the client/server system. If it was anything like when the genie launched, though, they'll have a limited supply, and only new customers will get it first.
 

Jimbo

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I haven't heard anything on 5G, but it would make sense if they have the bandwidth to make it happen.

Someone mentioned the HS17 earlier... I've yet to sell a single one of them. Personally, I hate the client/server system. If it was anything like when the genie launched, though, they'll have a limited supply, and only new customers will get it first.
That was me ...
I too hate the idea as is crews anyone that has a Cottage that they have a set up at, or anyone that does the RV camping that use the D* (me), as you cannot use the HS17 with an RV or a cottage as they are in a separate location .. (all of which D* knows about and are fine with) ...

That is why I still have HR24s ...

I surly hope that this HS17 isn't the ONLY option in the future.
 

Claude Greiner

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So what is the max amount of discounts offered to a customer to stay?

A friend of mine has had Directv since 2012 and with 5 receivers and playboy was paying around $160/mo.

It was really too much money, so he called retention last week. Got another 1 year contract, but $60 off for 1 year, and was offered Sunday ticket but he declined it and they gave him all the movie channels free for 3 months and a $200 gift card.

He was originally under contract till August 2018.

He tried to get retention to make him an offer last week, but they refused to budge so he just set a date a few days out to cancel and someone from Directv called him to make the offer.
 

hedm2005

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So what is the max amount of discounts offered to a customer to stay?

A friend of mine has had Directv since 2012 and with 5 receivers and playboy was paying around $160/mo.

It was really too much money, so he called retention last week. Got another 1 year contract, but $60 off for 1 year, and was offered Sunday ticket but he declined it and they gave him all the movie channels free for 3 months and a $200 gift card.

He was originally under contract till August 2018.

He tried to get retention to make him an offer last week, but they refused to budge so he just set a date a few days out to cancel and someone from Directv called him to make the offer.

Sounds like he got what's called a winback offer.

For customers that are worth the trouble, they'll throw everything but the kitchen sink at you to bring you back if you actually disconnect. Winback offers are actually better, usually, than actual retention offers. Makes no sense to me, but I'm sure someone out there thinks it's a good idea.

Max offers are going to vary from account to account.
 
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hedm2005

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Yea they disconnected his services a few hours earlier
Yep. I see some people that will literally disconnect every year for the summer when they're not watching TV knowing damn well they'll get a winback offer.
 

dishfan82

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My wife got a win back offer for a $200 gift card . We have AT&T cell service so if we get unlimited data, we'll get $25 off a month. Would we get the 2nd year credit I think it's $10 and the $25 credit as well?


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curtishd

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Can you get a winback offer even if you're still in contract? I had a defective receiver replaced last year and got placed into a new contract even though I was told I wouldn't get a new contract.

Is there any rationale about getting freebies like HBO or other premiums like NFL Sunday Ticket?
 
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