This thread had me worried this year, but I just made the annual call and did just fine. All in it took about 45 minutes (including being transferred to retention, third-party verification, and confirming the changes were made on the website).
Background - DirecTV customer since late 1990s with autopay bill, Choice Extra package, multiple HD DVRs, Whole Home DVR service, and contract had recently expired. In summary, this is what I received:
Upgraded from Choice Xtra to Ultimate - $81.99 per month (vs. $74.99 per month)
Above upgrade made me eligible for $52 credit for 3 months ($156.00)
$30 credit for 12 months ($360.00)
Free NFL Sunday Ticket Max ($329.94)
Free HBO, Cinemax, and Showtime for 3 months ($120.00) – need to call to cancel after three months
Free HD Extra Pack for 6 months ($29.94)
Cash credits $516.00
Free programming $479.88
Total value of $995.88 (my best year ever!)
12 month new commitment – contract now runs through July 15, 2014
[SIZE=11pt](Can also upgrade to Genie for free but would require a 2 year commitment[/SIZE])
While I did have to agree to a 12 month contract ($10 per month if terminated early and I didn't activate any new equipment), it's not a major concern for me since I've been with them for 15+ years and I'll be a "free-agent" again next summer. Good luck to everyone and remember:
1. Be nice
2. Don't accept the first deal offered
3. Be nice
4. No harm in asking if there is anything else they can do
5. Call back as needed or if you're not successful on the first try
The key above is the current plan you are on as bri states above. 80.00 monthly revenue.
This is really the apex here. I was edging for this same plan
Last year I called, and got the shaft from the first rep, I never called back as I was busy and gonna be coaching. Figured there would be minimal time to watch football.
This year, I called with a different approach. I spoke with the regular rep first, just inquiring on how to save money.
-She offered 10.00 off, 6 months
I declined, then she put me on hold
-She offered me 10.00 off, 12 months
I declined. I stated i was going to call around, and try to bundle somewhere.
She then offers me to retention? I say "Sure, why not?"
So now, i am speaking with the new rep, exchange pleasantries, and she says since you are a customer since 2002, I can offer a lot.
30.00 off 12 months
free genies
HBO/Cinemax/Show-3 months
1/2 off HD Pack
and 1/2 off SUN TICK.
I told her it was awesome of her, and really started asking questions, and what else could be offered.
The key, is wanting to get off the phone with them. Tell them you will ask the wife, or think about it, bc these offers can only stay in their Queue for so long. She insisted she could not hold the offer
Twice, i was told it was an instant offer, and bc i said i wanted to think about it, I said "if you up the offer for Ticket/Maxx, i will commit to a year. " It's all negotiating, leverage, etc...
Got MAXX thrown in as well.
Key points:
Talk to the rep by their first name, be personable
Be willing to get off the phone to make other calls/providers
Revenue-Current monthly plan(above 80.00)
Time with Directv(loyalty)
Im very happy, I also think you get better reception the earlier in the day you call. Later in the day, they have heard all the BS and sob stories and more apt to say no vs than when they are fresh in the day.