Can you negotiate with DirecTV? (1 Viewer)

[skol asylum]

Finally (hopefully) done. End result is someone magically applied credit. Supervisor didn't know how it happened. Instead of new equipment and 24 month i'm getting 12 months at $70 a month, sunday ticket max, and 3 months of the movie channels. What a horrific process.

Public service announcement and a warning to all what happened with a run down of the process i went through:

1) Called on Monday to disconnect my service that night.

2) Called winback number about offer on Tuesday. Nothing available. Tried again. Agent said let me reconnect your account to see if something populates and i'll disconnect again. Nothing showed up. DO NOT LET THEM DO THIS. MULTIPLE DISCONNECTS CAN MAKE YOU INELIGIBLE FOR DISCOUNTS.

3) Called wednesday for winback offers to both numbers listed here. Nothing available. Called wednesday night. Said i was eligible for promotion. Xtra all included package for $70 a month for 24 months, all new equipment, sunday ticket max, and 3 months of movie channels. Not eligible for gift card. I agreed to move forward.

4) She scheduled the new equipment install date. She asked if i wanted to still keep watching my existing equipment until it came. I said of course that would be great. DO NOT LET THEM DO THIS. REACTIVATING MY EXISTING EQUIPMENT WIPED OUT THE OFFERS ON MY ACCOUNT. I don't know if it was the order she did things in or what.

5) Was bounced back and forth between winback, loyalty, and billing multiple times over multiple calls including conference calls. Spent easily over 8 hours over a a few days. Winback says they aren't even supposed to be dealing with active customers (even though they screwed up the order activation). Loyalty says we can't modify winback offers. Billing is worthless, their system wont' let them do anything. Basically the whole directv system is worthless because no one has the ability to change anything in the system in this case.

6) Today they decide my best bet is to disconnect again and wait a few days to see if winback can just apply all the offers again. No guarantee they will show up. In fact in this whole process i was told a couple of times if i disconnect again nothing will be available for 6 months. I flat out refused. I said somebody somewhere has to have override authority to fix. (Forget to mention earlier that loyalty did add Sunday Ticket and movie channels yesterday. Not sure why they had ability to do that but not package deal and equipment)

7) Asked to escalate to supervisor in loyalty. Winback dropped off and apologized that their hands were tied.Explained issue to supervisor. I think he was getting ready to give me the same spiel that my only option was to disconnect and take my chances. As he was looking at my account someone somewhere mysteriously added the XTRA all included discount for 12 months. There is still nothing on there for new equipment. He thought it was strange i was even offered new equipment with my account only being 2 years old. I said i was fine with no new equipment and 12 month contract. He went through and tried to fix confusing process of charges and credits. I think (hope) he has it right for me now. I asked what kind of additional credits i can get for the 8 hours of phone time. He said he couldn't do anything else and apologized.

8) What an effing mess. The End. For 12 months at least. Geez.

 

[skol asylum]

Service is off. I'll give it the day and call tomorrow. 

May the force be with you.

 

[greyhorse]

Finally (hopefully) done. End result is someone magically applied credit. Supervisor didn't know how it happened. Instead of new equipment and 24 month i'm getting 12 months at $70 a month, sunday ticket max, and 3 months of the movie channels. What a horrific process.

...

8) What an effing mess. The End. For 12 months at least. Geez.

So for those that have cancelled and reconnected, are you forced to take new equipment?  It sounds like they were giving it to you.

I'm sorry you had to go through all that.  I still don't understand why some here seem to get it so easily while others have to struggle.  I also don't understand why nobody seems to be able to do anything.  I know the guy I talked to in retention was based in LA, but I assume all these departments are everywhere and nobody knows anybody.  Surely somebody is just able to apply the discounts, override whatever the crap system they have, and keep customers and make them happy.

At this point I'm set-up to cancel next week, am anxious to get it going, but don't want to make any calls or inquiries for fear of more notes being added to my account...

 

[Mr.Pack]

So for those that have cancelled and reconnected, are you forced to take new equipment?  It sounds like they were giving it to you.

Not at all. It was my usual 30 minute phonecall.

 

[swirvenirvin]

what are other options outside or dish network?

sony vue right

thought you could hack some stick and watch everything too

 

[DaBeers]

Made the call today and was disappointed with the level of effort made to retain a long time customer - what a suprise... 

They only offered $45 / mo off my current bill + Showtime in which I have no interest.   Bill would still have been too high - I know I can get Dish at lot cheaper but with no ST available.   I could save $5 with auto pay which is a no brainer but moot at this point.

My company ATT phone did not qualify for lifetime HBO.   

Adding ST to the offers already made probably would have kept me, but the guy had no interest in going further so cancel date of Sept 14 is now set.  If they call me back, I am now forced to ask for gift cards, movie channels, etc.   

Questions:

Those of you who have recieved a call back:  how long after setting the cancel date did you recive the call?

How long after cancelation date do I have to wait to sign up as a new customer?  

 

[Wildcat]

Made the call today and was disappointed with the level of effort made to retain a long time customer - what a suprise... 

They only offered $45 / mo off my current bill + Showtime in which I have no interest.   Bill would still have been too high - I know I can get Dish at lot cheaper but with no ST available.   I could save $5 with auto pay which is a no brainer but moot at this point.

My company ATT phone did not qualify for lifetime HBO.   

Adding ST to the offers already made probably would have kept me, but the guy had no interest in going further so cancel date of Sept 14 is now set.  If they call me back, I am now forced to ask for gift cards, movie channels, etc.   

Questions:

Those of you who have recieved a call back:  how long after setting the cancel date did you recive the call?

How long after cancelation date do I have to wait to sign up as a new customer?  

I didn't receive a call back. I called them two days after my disconnect date and got the offers I wanted

 

[skol asylum]

I didn't receive a call back. I called them two days after my disconnect date and got the offers I wanted

I think this is key. Wait 2 days.

 

[Efritch4]

Made the call today and was disappointed with the level of effort made to retain a long time customer - what a suprise... 

They only offered $45 / mo off my current bill + Showtime in which I have no interest.   Bill would still have been too high - I know I can get Dish at lot cheaper but with no ST available.   I could save $5 with auto pay which is a no brainer but moot at this point.

My company ATT phone did not qualify for lifetime HBO.   

Adding ST to the offers already made probably would have kept me, but the guy had no interest in going further so cancel date of Sept 14 is now set.  If they call me back, I am now forced to ask for gift cards, movie channels, etc.   

Questions:

Those of you who have recieved a call back:  how long after setting the cancel date did you recive the call?

How long after cancelation date do I have to wait to sign up as a new customer?  

Beers-

I'm in the same boat as you...don't want to go through the hastle of canceling. I wish DirecTV would offer the Red Zone by itself - but I'm definitely considering Dish if Direc can't work with me next time I call 

 

[Zegras11]

So I need to make the call in a few days.   Does having ATT cell phone help at all?   

 

[headcrack]

I disconnected 2 days ago and called the 866 number today. I had the premier package which goes for $151/mo. All they were willing to do for me was free ST Max, $100 gift card and knock my package down to a lower tier and give me free movie channels for 3 months. For this, they demanded a 2 year commitment. Couldn't get the guy to budge at all. Guess I'll have to try again tomorrow.

 

[swirvenirvin]

what are other options outside or dish network?

sony vue right

thought you could hack some stick and watch everything too

i see thanks

 

[BroncoFreak_2K3]

Not at all. It was my usual 30 minute phonecall.

this

 

[BroncoFreak_2K3]

So I need to make the call in a few days.   Does having ATT cell phone help at all?   

other than getting a $20/mth combined billing discount, I don't know of anything else

 

[flapgreen]

Don't want to miss game of thrones, so I plan on setting disconnect for a Monday in a couple weeks just in case. We have a Firestick loaded with stuff so being disconnected for a few days won't matter much. 

 

[planeluvr]

Called last week and was only offered $40 off and no Sunday Ticket, so set up cancellation for 8/10 and was disconnected yesterday.

Called yesterday afternoon (866-284-2816) and said I could not log in to my account to see if a credit I was due was applied to my account. The CSR said she would look into it and hated I was leaving DTV. I said make me a deal I can't refuse, then I'll stay.

Here is what I got:

Xtra package
1 year contract, keeping my current equipment (1 TV)
$200 GC
Sunday Ticket Max 2017
HBO, Cinemax, Starz, Encore, Showtime for 3 months
$50 plus tax

Got my online account back running and activity shows everything correctly.

 

[facook]

Called last week and was only offered $40 off and no Sunday Ticket, so set up cancellation for 8/10 and was disconnected yesterday.

Called yesterday afternoon (866-284-2816) and said I could not log in to my account to see if a credit I was due was applied to my account. The CSR said she would look into it and hated I was leaving DTV. I said make me a deal I can't refuse, then I'll stay.

Here is what I got:

Xtra package
1 year contract, keeping my current equipment (1 TV)
$200 GC
Sunday Ticket Max 2017
HBO, Cinemax, Starz, Encore, Showtime for 3 months
$50 plus tax

Got my online account back running and activity shows everything correctly.

So wait....you DIDN'T call them every 30 minutes for the last week and ask them to give you stuff?  Huh.

 

[planeluvr]

So wait....you DIDN'T call them every 30 minutes for the last week and ask them to give you stuff?  Huh.

Not my first rodeo.  Been with DTV since the H and HU cards.  Can't remember the last time I paid for ST.

 

[facook]

Not my first rodeo.  Been with DTV since the H and HU cards.  Can't remember the last time I paid for ST.

Yeah my comment was more directed at a ONE or two others that have complained for 23 out of 25 posts/page in this thread the last week.  Not you.  Nice haul.

 

[planeluvr]

Yeah my comment was more directed at a ONE or two others that have complained for 23 out of 25 posts/page in this thread the last week.  Not you.  Nice haul.

I understood the context of your message,

 

[facook]

I understood the context of your message,

Notice how you waited 2 days after your scheduled disconnect before you called them to ask a very benign question?  And then they hooked you up?  As has been suggested in this thread since page 1?  Shocking, I tell you.

 

[RBM]

Called last week and was only offered $40 off and no Sunday Ticket, so set up cancellation for 8/10 and was disconnected yesterday.

Called yesterday afternoon (866-284-2816) and said I could not log in to my account to see if a credit I was due was applied to my account. The CSR said she would look into it and hated I was leaving DTV. I said make me a deal I can't refuse, then I'll stay.

Here is what I got:

Xtra package
1 year contract, keeping my current equipment (1 TV)
$200 GC
Sunday Ticket Max 2017
HBO, Cinemax, Starz, Encore, Showtime for 3 months
$50 plus tax

Got my online account back running and activity shows everything correctly.

Is that the number everyone is using in here?  Need to do this soon. 

Nice work. 

 

[planeluvr]

Is that the number everyone is using in here?  Need to do this soon. 

Nice work. 

It is the number for what some call the "win back" number.  Some have had success calling this number before the service is disconnected, while others had to wait for actual cancellation.  I just waited until my service was cancelled and called that afternoon.  (Cancellation date 8/10, called the afternoon 8/11.)

 

[RBM]

It is the number for what some call the "win back" number.  Some have had success calling this number before the service is disconnected, while others had to wait for actual cancellation.  I just waited until my service was cancelled and called that afternoon.  (Cancellation date 8/10, called the afternoon 8/11.)

Cool. Yeah I will definitely cancel first. Seems to be the easiest path. 

 

[planeluvr]

Cool. Yeah I will definitely cancel first. Seems to be the easiest path. 

My service wasn't actually cancelled until the morning of 8/11 and was without service for 6 hours.

 

[greyhorse]

Called last week and was only offered $40 off and no Sunday Ticket, so set up cancellation for 8/10 and was disconnected yesterday.

Called yesterday afternoon (866-284-2816) and said I could not log in to my account to see if a credit I was due was applied to my account. The CSR said she would look into it and hated I was leaving DTV. I said make me a deal I can't refuse, then I'll stay.

Here is what I got:

Xtra package
1 year contract, keeping my current equipment (1 TV)
$200 GC
Sunday Ticket Max 2017
HBO, Cinemax, Starz, Encore, Showtime for 3 months
$50 plus tax

Got my online account back running and activity shows everything correctly.

Nice haul.  Sounds like a very pleasant and easy transaction!

 

[skol asylum]

So wait....you DIDN'T call them every 30 minutes for the last week and ask them to give you stuff?  Huh.

You're hilarious. I didn't call them every 30 minutes to give me stuff, but I did go through multiple unacceptable 1.5-2 hours calls simply trying to get the morons to follow thru on what was offered to me. 

 

[facook]

You're hilarious. I didn't call them every 30 minutes to give me stuff, but I did go through multiple unacceptable 1.5-2 hours calls simply trying to get the morons to follow thru on what was offered to me. 

Good learning experience for all of us. Thanks for your sacrifice.

 

[need2know]

Update on mine.  

After multiple calls.....

They won't give me the ticket for free.  Say they have no record of it.  All the other stuff is there.  Discounts, HBO, gc.  I had to cancel the ticket and get them to credit back the first payment.

Straight lied to about the ticket. I was told several times I was getting it.    I will be cancelling my service soon.  Should have just gone to sling like I originally wanted. Watch them like a hawk.  They are not honoring their offers

 

[skol asylum]

Update on mine.  

After multiple calls.....

They won't give me the ticket for free.  Say they have no record of it.  All the other stuff is there.  Discounts, HBO, gc.  I had to cancel the ticket and get them to credit back the first payment.

Straight lied to about the ticket. I was told several times I was getting it.    I will be cancelling my service soon.  Should have just gone to sling like I originally wanted. Watch them like a hawk.  They are not honoring their offers

Sorry man. That sucks.

 

[greyhorse]

Yeah my comment was more directed at a ONE or two others that have complained for 23 out of 25 posts/page in this thread the last week.  Not you.  Nice haul.

Good learning experience for all of us. Thanks for your sacrifice.

I don't post much on these forums, as I find the other fantasy football forum a lot easier to navigate.  But why the need for the snarky comment?  Cap'n grunge is just merely expressing frustration with the process.  I'm sure those who have had a tougher time getting a deal for one reason or another get frustrated at seeing posts about how easy it was for somebody else to get the entire package deal.  If you don't like reading about the issues, then don't read them.  I find the posts about the problem situations so much more helpful to me because it will allow me to know what to say and be prepared.  

Update on mine.  

After multiple calls.....

They won't give me the ticket for free.  Say they have no record of it.  All the other stuff is there.  Discounts, HBO, gc.  I had to cancel the ticket and get them to credit back the first payment.

Straight lied to about the ticket. I was told several times I was getting it.    I will be cancelling my service soon.  Should have just gone to sling like I originally wanted. Watch them like a hawk.  They are not honoring their offers

That really really sucks.  I'm not sure why the process seems to be so complicated for those nitwits at Directv.  Imagine if every business provided the customer service they do.  Unfortunately, if you want the ticket, you pretty much are stuck with them unless you are going to pirate it somehow through questionably legal firesticks and websites.

 

[skol asylum]

My process was terrible this year but I guess I should remember how well it went last year. I was a new customer to DirecTV in 2015 for the first time. I got the standard 24 month contract with the first 12 months discounts, Sunday ticket, 3 months of movie channels, and $200 gift card. Year 2 rolled around and I followed others advise and just set up the cancellation even though I had a year left in my contract. I set it out a week or so and I got a winback email in a day or two after calling. Called them up and they said they had nothing for me but it i disconnected that night they would call me early the next morning and their should be. Sure enough they called before work and gave me the exact same deal as year one with no additional contract time. I blame ATT for messing with their processes.

 

[need2know]

I don't post much on these forums, as I find the other fantasy football forum a lot easier to navigate.  But why the need for the snarky comment?  Cap'n grunge is just merely expressing frustration with the process.  I'm sure those who have had a tougher time getting a deal for one reason or another get frustrated at seeing posts about how easy it was for somebody else to get the entire package deal.  If you don't like reading about the issues, then don't read them.  I find the posts about the problem situations so much more helpful to me because it will allow me to know what to say and be prepared.  

That really really sucks.  I'm not sure why the process seems to be so complicated for those nitwits at Directv.  Imagine if every business provided the customer service they do.  Unfortunately, if you want the ticket, you pretty much are stuck with them unless you are going to pirate it somehow through questionably legal firesticks and websites.

Well I got it free like 11 years in a row.  I'm done with em

 

[Wingnut]

If I ever hit multiple brick walls like Capn Grunge, I'd just disconnect and sign up for new service in someone else's name and get all the things.

 

[swirvenirvin]

welp that was easy.

Knew i liked Canada they are always so friendly "eh".  Dood starts off by saying you are going to be really happy you made this call, you are going to get some killer offers.  Whatever you have been doing keep doing cause i dont see accounts like this often.

sunday tix free

$55 off 12 mo

4 months showtime 

6 months sports package dunno think like random fox sports accounts fs, root, comcast etc

some new genie 2 which has the 4k TV set up with like 3 million terabites of storage free install for all

total bill gonna be $74.99 for 12 months with 3 "receivers" 2 of them get 4k  millions of channels

 

[Johnny Rock]

welp that was easy.

Knew i liked Canada they are always so friendly "eh".  Dood starts off by saying you are going to be really happy you made this call, you are going to get some killer offers.  Whatever you have been doing keep doing cause i dont see accounts like this often.

sunday tix free

$55 off 12 mo

4 months showtime 

6 months sports package dunno think like random fox sports accounts fs, root, comcast etc

some new genie 2 which has the 4k TV set up with like 3 million terabites of storage free install for all

total bill gonna be $74.99 for 12 months with 3 "receivers" 2 of them get 4k  millions of channels

Sounds like they were primed for you to ask about the $200 gift card and $100 instant credit. You did good. But I suggest you fight through your doubts and ask for what you want. I don't know you but I sense a breakthrough. What's the worst that can happen? GL

 

[Wildcat]

If I ever hit multiple brick walls like Capn Grunge, I'd just disconnect and sign up for new service in someone else's name and get all the things.

Can't do that unless a real person is allowing you to use their name.  I tried several years ago and I believe the do a credif check or something similar to prove it is you 

 

[swirvenirvin]

Sounds like they were primed for you to ask about the $200 gift card and $100 instant credit. You did good. But I suggest you fight through your doubts and ask for what you want. I don't know you but I sense a breakthrough. What's the worst that can happen? GL

didnt read too much into the thread to see that was an option.  He also said do whatever you have done in the past cause this account is outstanding for offers.  Figured Id get the same deal I had last yr and leave it at that

 

[Wingnut]

Can't do that unless a real person is allowing you to use their name.  I tried several years ago and I believe the do a credif check or something similar to prove it is you 

Well yeah of course...id ask a friend or family member who doesnt have DTV

 

[Wildcat]

Well yeah of course...id ask a friend or family member who doesnt have DTV

I should clarify that I wasn't just trying to make up a name like John Cocktoasten.   I was recently married and tried using my wife's name to get a better deal and sign up as a new user but they had already known I was married 

 

[Mr.Pack]

Update on mine.  

After multiple calls.....

They won't give me the ticket for free.  Say they have no record of it.  All the other stuff is there.  Discounts, HBO, gc.  I had to cancel the ticket and get them to credit back the first payment.

Straight lied to about the ticket. I was told several times I was getting it.    I will be cancelling my service soon.  Should have just gone to sling like I originally wanted. Watch them like a hawk.  They are not honoring their offers

Sign up under your wifes name, new customer, boom you get everything.

 

[Johnny Rock]

Sign up under your wifes name, new customer, boom you get everything.

You'd think they'd be on to this and go by service address. 

 

[kupcho1]

i have done this every year for 12 years.  i've never dealt with any of the bull#### i am encountering this year.  the sheer incompetence is mind boggling.

Maybe I just got lucky.  The guy I had couldn't have been friendlier or more competent.  He went out of his way to find more and better deals, credits, etc.  Never had to even threaten to cancel.

Got the Extra package + HBO monthly bill down to $68/month (incl. taxes).  They're paying me roughly $680 this year to watch Sunday Ticket.

Good luck guys.  Hope that cancel/win-back strategy works our for you.  Might need to be patient or wait until end Aug/early Sep. 

 

[russinfortworth]

Bill just went up to $199/month (Ultimate package and had $40 in credits) so had to make the call (3 plain boxes and 1 DVR).

1st rep would only offer me new equipment (ours is 10 years old and is working fine), so went to customer retention.

Changed plans to X-tra and then got $35/month credit for 1 year commitment.  Free Sunday Ticket. $100 gift card

Bill was 159/month with ultimate and no Ticket, and will now be at $89+tax w/ Ticket.

Told them my wife would divorce me if she knew how much cable cost and we didn't want that. Said I couldn't get the $200 gift card.

Didn't want to fight with them, and my bill is $50 less than it has been, albeit w/ less channels (most that we don't watch anyway).

 

[dancingbones]

Well that all fell apart.  After several HOURS on the phone with multiple people, they confirmed that they are not honoring what they offered me.

Whoever reactivated my account did not do it correctly, so they say they have no access to those offers any longer (it was reactivated on a month by month basis apparently).  Have now cancelled & will wait awhile before seeing if I can actually get the same deal offered again.  Very frustrated.  This may turn out to be an actual cancellation after all!

Note: if you are actually disconnecting service, unplug the cable from your DVR before disconnect otherwise you will not be able to access that content.

Also, I think if you are cancelling it is good to give yourself a few days without service (48 hours was the magic number I was told).

Left the service off for over a week this time & waited for the box to arrive to ship the receiver back & called the number on the printed offer.

$200 GC

Choice $39 off/12 mos

$10 off auto bill pay

Free ST Max (need to cancel auto renew)

Free HBO, Starz, SHO, MAX 3 months (need to call & cancel before then)

$57/mo (1 HD receiver w/DVR) + tx for 12 mos contract

Got a confirmation number this time, so hopefully all will work as promised.

 

[skol asylum]

Left the service off for over a week this time & waited for the box to arrive to ship the receiver back & called the number on the printed offer.

$200 GC

Choice $39 off/12 mos

$10 off auto bill pay

Free ST Max (need to cancel auto renew)

Free HBO, Starz, SHO, MAX 3 months (need to call & cancel before then)

$57/mo (1 HD receiver w/DVR) + tx for 12 mos contract

Got a confirmation number this time, so hopefully all will work as promised.

Well done.

 

[dancingbones]

Well done.

Was also able to get online & confirm everything is on there - so I think I'm in the clear.

My lesson: Just cancel & wait for at least 48 hours (longer if you can).  If you reactivate too soon, you're opening up a world of frustration for yourself.

 

[Don't Noonan]

I have Dish coming to install Saturday.   I called Directv today and asked to set cancel date for Saturday.   Retention did not offer me anything to stay.  Alrighty then.  

I don't feel like playing games with them and my wife and kids don't want to be without service at all.

 

[Efritch4]

I have Dish coming to install Saturday.   I called Directv today and asked to set cancel date for Saturday.   Retention did not offer me anything to stay.  Alrighty then.  

I don't feel like playing games with them and my wife and kids don't want to be without service at all.

Can I ask what package are you going with, with Dish?...I'm looking at making the switch shortly if DTV can't come through with the right deal. 

 

[greyhorse]

Left the service off for over a week this time & waited for the box to arrive to ship the receiver back & called the number on the printed offer.

$200 GC

Choice $39 off/12 mos

$10 off auto bill pay

Free ST Max (need to cancel auto renew)

Free HBO, Starz, SHO, MAX 3 months (need to call & cancel before then)

$57/mo (1 HD receiver w/DVR) + tx for 12 mos contract

Got a confirmation number this time, so hopefully all will work as promised.

Question.  Is the number that arrives on the boxes any different than the phone number listed here?  If so, why not just call the number after 48 hours?

I think this is the second post now regarding the offer that shows up on the boxes.  Is it that easy?  If this were the case, then why isn't everyone just waiting for the offer and then it sounds like you get the maximum deal?  I suppose the downside is that you have to be without tv for 7+ days, right?