RETENTION??

[gman110]

Sorry guys....more of a business question than technical. I joined DTV in October of 1994. I have had one equipment/wire upgrade approximately 10 years ago. I FINALLY decided to make the switch to HD, whole house DVR. (Yeah, I know...livin in the Dark Ages) I called DTV to see what they could do. The net result was a $250 credit toward $700 worth of equipment, and the rewire would be on me. I transferred to retention and the same offer was made. I put in a cancel order and began to research options. After a couple of days, the idiocy of this got the better of me and I called back. I was curious why they would let a 17+ year customer walk when what I was asking for, they would offer a new customer. Same stonewall from the retention agent. I asked to speak to a supervisor. She was a bit more understanding and suggested that I contact them through an email with the subject line "Office of the President". Thought I was finally getting somewhere. The responses from this email were simply marketing justifications of how there service is the best, the equipment is the best, etc, etc. So....DTV goes dark at 12am this evening, and I'll be looking at Dish and other options. I am sure there must be some financial justification for wanting me gone, but I sure can't understand it. In my business, a loyal, good paying customer is gold! Any insight?

 

[bobvick]

Did you try sending an email to this address ellen.filipiak@directv.com? This is the address to the VP of customer relations. Most of the time if anyone can help, they can.

 

[jhetfield99]

Gman110, that is unbelievably ridiculous. My guess is you just need to talk to a couple more retention agents until you get one that's not a fool. When they'll offer you $500 for keeping them when you move makes even a dumber stance from them.

 

[Mr Tony]

call and speak to a different retention rep. Took me 3 or 4 calls to get the results I liked

 

[gman110]

Thanks Bobvick...that's one I didn't have. Jhetfield99, Glad to know it's not just me that thinks this is really stupid.

 

[gman110]

Iceburg....thanks....I have now talked to a total of 3 retention reps, 1 retention supervisor, and had 3 email exchanges with the "Office of the President" specialists. I'm about at the end of how much I will ask a company to take my money. It just makes NO business sense. I thought maybe I was missing something that would make them want to send me, against my wishes, to the competition. I have certainly not been a problem customer......