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

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CSM

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Aug 28, 2015
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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.
I think we will have to get used to the server/client model. Especially if 5g takes off. Then I think all you will need is the latest AT&T 5g Gateway, cloud DVR, APP or client boxes. Or if they don't go with 5g and the cloud DVR and they decide to combine AT&T's Gateway with the HS-17 into one unit. I used to think that having everything in one unit would be bad because if that went down you would be screwed. However if AT&T did decide to go all 5g then everything would go through one 5g Gateway anyway.
 

hedm2005

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Jul 30, 2014
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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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Yes, that 25$ credit runs independently of any other rebates or promotions you get.


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?
You can get a winback offer if you were under contract after the point of disconnection, yes. Just as an advisement to everyone who is reading this thread, though.. offers are going to vary from account to account, so don't expect the same results across the board.

I'm sure there's some kind of algorithm the system uses to determine eligibility, but I honestly have yet to figure out the common factor in accounts that are eligible for the free NFL Sunday Ticket and HBO and the like. I think the market you're in has a lot to do with it, but that's several levels above my paygrade.
 

hedm2005

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Jul 30, 2014
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What's the trick to get a rep in the US when you call in? Since the AT&T merger the out of county call centers are the pits.


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Well, I can't speak for the AT&T wing of the company, but asking for customer loyalty group gets you to the states for DirecTV.
 

Jimbo

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And
I think we will have to get used to the server/client model. Especially if 5g takes off. Then I think all you will need is the latest AT&T 5g Gateway, cloud DVR, APP or client boxes. Or if they don't go with 5g and the cloud DVR and they decide to combine AT&T's Gateway with the HS-17 into one unit. I used to think that having everything in one unit would be bad because if that went down you would be screwed. However if AT&T did decide to go all 5g then everything would go through one 5g Gateway anyway.
If it goes down your out of business regardless. No options available .

So are they really gonna say Screw it to anyone that doesn't go with the Server.
 

goaliebob99

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Aug 5, 2004
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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's because they are still on a limited rollout in test markets. I wouldn't expect to see anything until summertime when they are nationally rolled out..
 

glen4cindy

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Sep 14, 2004
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Well, I got retained. I called in because of a billing issue. Then asked about my contract. He said he would have to transfer me to loyalty. She said I was still in a contract until 8/2017 but this would reset it.

$50 off per month for 12 months for a 12 month contract renewal.
 

Aridon

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May 29, 2007
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What we've done on the new customer deals is simply use my name, social etc for one account. Deal expires, use wife's maiden name and social to sign up. Never had an issue and have done it multiple times over the last 10 years. Maybe something has changed in 2 years but it has worked well for us.

Obviously we use separate emails and phone numbers etc
 

Aridon

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May 29, 2007
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I do have a question on discounts.

From what I gather, please correct me if I am wrong.

1. If you have a low discount for something, let us say $5 for 12 months, that one discount can severely limit your discount options for that 12 months should you seek something in the future. Regardless of the dollar amount. IS that true? Lets say I call in with 2 months left on a year of $5 off per month. The options open to the rep are significantly less than if I had no discount. Regardless that the discount is virtually nothing compared to say the $35 a month you routinely see. Had a retention rep tell me that the other day and told me to call back after the discount expired.

2. Assuming 1 is true, how about other freebies like the HBO free for AT&T subs. Will this freebie further limit the $$ available or is that from a separate pool.
 

Jimbo

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I do have a question on discounts.

From what I gather, please correct me if I am wrong.

1. If you have a low discount for something, let us say $5 for 12 months, that one discount can severely limit your discount options for that 12 months should you seek something in the future. Regardless of the dollar amount. IS that true? Lets say I call in with 2 months left on a year of $5 off per month. The options open to the rep are significantly less than if I had no discount. Regardless that the discount is virtually nothing compared to say the $35 a month you routinely see. Had a retention rep tell me that the other day and told me to call back after the discount expired.

2. Assuming 1 is true, how about other freebies like the HBO free for AT&T subs. Will this freebie further limit the $$ available or is that from a separate pool.
Q.
Is HBO free for Att cell subs on Directv or DtvN ?
I thought that was only for DTVN ...
 

Aridon

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May 29, 2007
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Q.
Is HBO free for Att cell subs on Directv or DtvN ?
I thought that was only for DTVN ...

Retention has an option to add it. Hilarious thing about it is there is no check for it in their system. It specifically says AT&T wireless sub but I'm actually on cricket but the retention person added in anyway. It has been 3 cycles now I think? So they have no internal way to check as of now otherwise I imagine I'd of been charged.

t
The above is what the rep told me. I checked my bill just now and it says 6 month loyalty offer so please dis regard what I was told as it is incorrect. Not surprising because she said I'd get $50 off for 12 months and it was actually just a one time credit.

From now on I'll be recording my phone calls with retentions.
 

JSheridan

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What we've done on the new customer deals is simply use my name, social etc for one account. Deal expires, use wife's maiden name and social to sign up. Never had an issue and have done it multiple times over the last 10 years. Maybe something has changed in 2 years but it has worked well for us.

Obviously we use separate emails and phone numbers etc
DirecTV calls that fraud. I'm surprised they haven't caught up to you yet.
 

hedm2005

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Well-Known SatelliteGuys Member
Jul 30, 2014
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I do have a question on discounts.

From what I gather, please correct me if I am wrong.

1. If you have a low discount for something, let us say $5 for 12 months, that one discount can severely limit your discount options for that 12 months should you seek something in the future. Regardless of the dollar amount. IS that true? Lets say I call in with 2 months left on a year of $5 off per month. The options open to the rep are significantly less than if I had no discount. Regardless that the discount is virtually nothing compared to say the $35 a month you routinely see. Had a retention rep tell me that the other day and told me to call back after the discount expired.

2. Assuming 1 is true, how about other freebies like the HBO free for AT&T subs. Will this freebie further limit the $$ available or is that from a separate pool.


Be careful about Maiden names, and all that.... I've seen instances where accounts were caught, canceled, and then charged the ECF anyway.

1. Yes, it can. Do not take a 5/12 even if that's what the agent says they have to offer you, because it can screw you out of better deals later on.

2. Different pool, but there's a limit to things like that, as well.
 

IcEWoLF

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Well, I got retained. I called in because of a billing issue. Then asked about my contract. He said he would have to transfer me to loyalty. She said I was still in a contract until 8/2017 but this would reset it.

$50 off per month for 12 months for a 12 month contract renewal.
Nice, that's even better than mine, I got 40 off for 12 months and 12 months contract, but I have several other discounts on my account for premium channels.
 

linus259

SatelliteGuys Family
Aug 29, 2005
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Back in April I called in and got a $50 a month discount, 6 months of HBO and 4 months of Showtime with a 12 month contract. I was out of contract at the time.
 

scots

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Sep 5, 2006
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If you tell them you're going with DIRECTV Now streaming when you cancel DIRECTV satellite service, does that stop them from trying to keep you on or get you back as a satellite customer? I moved to a new house in April which has AT&T Fiber gigabit. I called to cancel on a Sunday right after we moved. Didn't get transferred around to different people or anything. The system sent me to a rep, and I stayed with that one rep. I told the rep that I had moved and wanted to cancel. He started with the "you know, we move you for free!" thing. I told him no thanks, I wanted to cancel, and that my new house had AT&T gigabit fiber and I was going to go with DIRECTV Now for TV instead. He made no further attempts to keep me on, and I haven't received any calls, emails, or anything in the mail trying to get me back. I think it was actually one of the easiest times I've ever had cancelling anything.
 
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