PIZ Posted June 3, 2012 Author Posted June 3, 2012 If it's a physical barrier, then yeah, it can definitely be the fly in the ointment....but I assumed this wasn't a tree issue or else chances are DTV wouldn't have installed him to begin with. They typically need to establish a miminum signal strength in order to install. As for customer service, I have experienced that sort of thing as well, but my current experience with DTV has been nothing short of fantastic. The current CEO has taken steps to ensure that the product is solid from top to bottom and I'm thrilled with the service. I installed the DTV myself. I bought it at Walmart YEARS ago when they first came out with it. I had the Sunday Ticket and nothing else. They never offered me a package with a deal for a year like they do now. Last year I cancelled it to save money and then my wife fealt bad for me and called them back up and came up with this deal since my grandfather clause was void when I cancelled it. The outage problems is because of storms. Anytime we get a storm it is out, guaranteed.
ajzepp Posted June 4, 2012 Posted June 4, 2012 I installed the DTV myself. I bought it at Walmart YEARS ago when they first came out with it. I had the Sunday Ticket and nothing else. They never offered me a package with a deal for a year like they do now. Last year I cancelled it to save money and then my wife fealt bad for me and called them back up and came up with this deal since my grandfather clause was void when I cancelled it. The outage problems is because of storms. Anytime we get a storm it is out, guaranteed. Yeah, I figured it was probably a weather thing based on what you said. That's the exact situation where they can probably help with the signal. Is it still the same dish you installed years ago? If so, they can get you a new one and install it to where you'll have less issue with storms. I went through the same thing when I had DTV several years ago. I had signal loss at the drop of a hat, so they sent someone out to adjust the dish and recalibrate it. Had no probs after that. I just think DTV is a much better product now than it was last time I had it, and anyone who had a poor experience previously may find that it goes a bit more smoothly now. Either way, I'm just glad you're going to get some HD channels!! lol
PIZ Posted June 4, 2012 Author Posted June 4, 2012 Yeah, I figured it was probably a weather thing based on what you said. That's the exact situation where they can probably help with the signal. Is it still the same dish you installed years ago? If so, they can get you a new one and install it to where you'll have less issue with storms. I went through the same thing when I had DTV several years ago. I had signal loss at the drop of a hat, so they sent someone out to adjust the dish and recalibrate it. Had no probs after that. I just think DTV is a much better product now than it was last time I had it, and anyone who had a poor experience previously may find that it goes a bit more smoothly now. Either way, I'm just glad you're going to get some HD channels!! lol I'll think about DTV. If they would give me one of those deals like they give new customers I would....I've never had any of those deals. Do you know if there is a way to use a splitter to split the digital cable coming into my home? I mean would a digital splitter work? If not, I'd have to get 4 cable boxes for all the tvs in our house. Does DTV have anything like Hopper? A friend at work was saying Dish has Hopper and you only have to have 1 receiver for up to 6 tvs?!?!?
ajzepp Posted June 4, 2012 Posted June 4, 2012 I'll think about DTV. If they would give me one of those deals like they give new customers I would....I've never had any of those deals. Do you know if there is a way to use a splitter to split the digital cable coming into my home? I mean would a digital splitter work? If not, I'd have to get 4 cable boxes for all the tvs in our house. Does DTV have anything like Hopper? A friend at work was saying Dish has Hopper and you only have to have 1 receiver for up to 6 tvs?!?!? I would send Fezmid a PM and ask him the best way to get a great deal...he helped me out when I got signed up, and from what I understand they would rather work with you on a deal as opposed to losing you as a customer. Fez usually encourages people to contact customer retention. If you only have the ticket and not an actual package, I would think that they might offer you the same sort of deal that new folks get. With my package, I have one HD-DVR but I am able to watch recorded shows in any other room, even though those boxes don't have a DVR built in. It's pretty cool.
PIZ Posted June 4, 2012 Author Posted June 4, 2012 I would send Fezmid a PM and ask him the best way to get a great deal...he helped me out when I got signed up, and from what I understand they would rather work with you on a deal as opposed to losing you as a customer. Fez usually encourages people to contact customer retention. If you only have the ticket and not an actual package, I would think that they might offer you the same sort of deal that new folks get. With my package, I have one HD-DVR but I am able to watch recorded shows in any other room, even though those boxes don't have a DVR built in. It's pretty cool. Nope, tried customer retention. They said "once a customer, always a customer, so no special deals." I actually cancelled it last year, then the next day my wife made the deal with them, and the next day I got a letter from DTV saying "WE WANT YOU BACK" and the offer on the letter was the same they were giving new customers.....I'm just not sure I want to get locked in for 2 years. I'd have to get the CHOICE package (cheapest one with NFL Network), which is $64 regular price, plus 1 dvr receiver, and 3 regular receivers. So, wouldn't that be $64 + $5 (or is it $15 for the DVR) + $15 ($5 for each additional receiver)for a grand total of $84 (or $94 if it is $15 for the DVR). We're paying about $60 right now for cable.
ajzepp Posted June 4, 2012 Posted June 4, 2012 Nope, tried customer retention. They said "once a customer, always a customer, so no special deals." I actually cancelled it last year, then the next day my wife made the deal with them, and the next day I got a letter from DTV saying "WE WANT YOU BACK" and the offer on the letter was the same they were giving new customers.....I'm just not sure I want to get locked in for 2 years. I'd have to get the CHOICE package (cheapest one with NFL Network), which is $64 regular price, plus 1 dvr receiver, and 3 regular receivers. So, wouldn't that be $64 + $5 (or is it $15 for the DVR) + $15 ($5 for each additional receiver)for a grand total of $84 (or $94 if it is $15 for the DVR). We're paying about $60 right now for cable. I see...yeah, cost is always a factor. I know a lot of people ditch their cable/satellite entirely and sign up with Netflix and Hulu. I guess it just depends on what floats our boat!
PIZ Posted June 5, 2012 Author Posted June 5, 2012 I see...yeah, cost is always a factor. I know a lot of people ditch their cable/satellite entirely and sign up with Netflix and Hulu. I guess it just depends on what floats our boat! Well, looks like I am giving DTV a call. Cable company's digital channel lineup is a flop......I hooked it up and it has been searching for channels for 3 hours. Called and the guy said they are connecting each box individually in our town, and that he would "send the signal" to my box...."should take about an hour".....it's been 3 hours and waiting...........
ajzepp Posted June 5, 2012 Posted June 5, 2012 Well, looks like I am giving DTV a call. Cable company's digital channel lineup is a flop......I hooked it up and it has been searching for channels for 3 hours. Called and the guy said they are connecting each box individually in our town, and that he would "send the signal" to my box...."should take about an hour".....it's been 3 hours and waiting........... That is unbelievable lol...setting a new low in customer service apparently! I really hope you're able to get a solution that you enjoy...sounds like you deserve it after all this!! lol
PIZ Posted June 5, 2012 Author Posted June 5, 2012 That is unbelievable lol...setting a new low in customer service apparently! I really hope you're able to get a solution that you enjoy...sounds like you deserve it after all this!! lol Finally did get it working, but now after realizing I cannot "time" my VCR to record a certain channel (you have to have the channel on the channel you want to record) and watch something else, we need to consider getting a Tivo or DVR for the cable or drop the cable and go all out with DirecTV. I checked DirecTv and I would like it to work, but I think cable is still going to be cheaper. How do I get a hold of Fezmid to see if he knows anyway for me to get a deal? I'm thinking of cancelling my SUSPENDED account and see if I get a "we want you back offer", but that would only get me good pricing for 2 years.....it would go up to about $70 just for the package (not including the dvr and receivers).....that is what scares me the most with DirecTv. Fezmid, can you help?
ajzepp Posted June 5, 2012 Posted June 5, 2012 Finally did get it working, but now after realizing I cannot "time" my VCR to record a certain channel (you have to have the channel on the channel you want to record) and watch something else, we need to consider getting a Tivo or DVR for the cable or drop the cable and go all out with DirecTV. I checked DirecTv and I would like it to work, but I think cable is still going to be cheaper. How do I get a hold of Fezmid to see if he knows anyway for me to get a deal? I'm thinking of cancelling my SUSPENDED account and see if I get a "we want you back offer", but that would only get me good pricing for 2 years.....it would go up to about $70 just for the package (not including the dvr and receivers).....that is what scares me the most with DirecTv. Fezmid, can you help? I'll send him a link to this thread for you
PIZ Posted June 5, 2012 Author Posted June 5, 2012 I'll send him a link to this thread for you Thanks. I asked him a ? years ago and he was helpful.
ajzepp Posted June 5, 2012 Posted June 5, 2012 Thanks. I asked him a ? years ago and he was helpful. Yep, he's our resident consumer guru. I sent him the PM, so hopefully he'll respond in a day or two...I know he's got a lot on his plate and doesn't spend as much time on here as he used to.
Ramius Posted June 5, 2012 Posted June 5, 2012 Nope, tried customer retention. They said "once a customer, always a customer, so no special deals." I actually cancelled it last year, then the next day my wife made the deal with them, and the next day I got a letter from DTV saying "WE WANT YOU BACK" and the offer on the letter was the same they were giving new customers.....I'm just not sure I want to get locked in for 2 years. I'd have to get the CHOICE package (cheapest one with NFL Network), which is $64 regular price, plus 1 dvr receiver, and 3 regular receivers. So, wouldn't that be $64 + $5 (or is it $15 for the DVR) + $15 ($5 for each additional receiver)for a grand total of $84 (or $94 if it is $15 for the DVR). We're paying about $60 right now for cable. DirecTV is currently $6 per receiver and $8 a month for DVR service. (i have the plan that you mentioned above) They'll give you a credit for $6 a month for a "free" receiver. I'm shocked that they won't give you any deals, especially if you're willing to sign a 2 year contract with them. if you're going to sign on, they'll usually give you all kinds of free stuff.
PIZ Posted June 5, 2012 Author Posted June 5, 2012 DirecTV is currently $6 per receiver and $8 a month for DVR service. (i have the plan that you mentioned above) They'll give you a credit for $6 a month for a "free" receiver. I'm shocked that they won't give you any deals, especially if you're willing to sign a 2 year contract with them. if you're going to sign on, they'll usually give you all kinds of free stuff. I called them....probably should have waited for Fezmid....talked to 3 different people....best they would give me was $50 off one receiver. I told them I needed 4 receivers, and one would be the DVR, so I would spend $450 out of pocket. They didn't care so I cancelled the service. Probably no way for my wife to call and get the NEW CUSTOMER deal is there....does it go by address/name or phone number?
Fezmid Posted June 5, 2012 Posted June 5, 2012 I called them....probably should have waited for Fezmid....talked to 3 different people....best they would give me was $50 off one receiver. I told them I needed 4 receivers, and one would be the DVR, so I would spend $450 out of pocket. They didn't care so I cancelled the service. Probably no way for my wife to call and get the NEW CUSTOMER deal is there....does it go by address/name or phone number? At a conference (HP Discover) this week so don't have time to read the whole thread.... Did you specifically ask to talk to Customer Retention? They're the ones that can help you out. That said, I've heard people having trouble getting hardware deals for some reason. That doesn't make sense to me, since hardware is how they keep you as a customer, but... Anyway, I'd call customer retention and say, "Look, I really wanted to stay with DirecTV, but I need X, Y, and Z. I'll even take them in the form of programming credits (maybe $50 off/month for 10 months?)." Throw out some options and see what they say -- but they should be willing to work with you much more than the non-retention folks. Sorry I can't read the whole thread and respond in more detail - feel free to PM me and I'll try to get to it later this week.
PIZ Posted June 6, 2012 Author Posted June 6, 2012 At a conference (HP Discover) this week so don't have time to read the whole thread.... Did you specifically ask to talk to Customer Retention? They're the ones that can help you out. That said, I've heard people having trouble getting hardware deals for some reason. That doesn't make sense to me, since hardware is how they keep you as a customer, but... Anyway, I'd call customer retention and say, "Look, I really wanted to stay with DirecTV, but I need X, Y, and Z. I'll even take them in the form of programming credits (maybe $50 off/month for 10 months?)." Throw out some options and see what they say -- but they should be willing to work with you much more than the non-retention folks. Sorry I can't read the whole thread and respond in more detail - feel free to PM me and I'll try to get to it later this week. Thanks. I talked to a customer service rep.....then when I told him I wanted to cancel, he said, "ok, I am going to transfer you to our customer retention department". She listened and said, "hold on, let me see what I can do." Got back on and offered me $50 off 1 receiver. I told them DirecTv never gave me anything free.....I bought my equipment years ago at Walmart and installed it myself, and all you can give me is $50 off? She said that is all she could do. I'm hoping I get a "WE WANT YOU BACK" offer. Thanks everyone for your help.
Ramius Posted June 6, 2012 Posted June 6, 2012 Thanks. I talked to a customer service rep.....then when I told him I wanted to cancel, he said, "ok, I am going to transfer you to our customer retention department". She listened and said, "hold on, let me see what I can do." Got back on and offered me $50 off 1 receiver. I told them DirecTv never gave me anything free.....I bought my equipment years ago at Walmart and installed it myself, and all you can give me is $50 off? She said that is all she could do. I'm hoping I get a "WE WANT YOU BACK" offer. Thanks everyone for your help. Wow. I've never seen anyone completely stonewalled by DirecTV like that. I've only been with them 5 years, and each of the last 3 i've called and bitched about my bill and gotten things for free, be it free movie channels, a bill credit, or free sunday ticket (last year). Did you tell them you'd like to expand your service, or just threaten to cancel your existing?
PIZ Posted June 6, 2012 Author Posted June 6, 2012 Wow. I've never seen anyone completely stonewalled by DirecTV like that. I've only been with them 5 years, and each of the last 3 i've called and bitched about my bill and gotten things for free, be it free movie channels, a bill credit, or free sunday ticket (last year). Did you tell them you'd like to expand your service, or just threaten to cancel your existing? I told them I want to cancel. They asked why and I said my cable company now offers digital television and HD channels and Tivo DVR, and when I looked at going DirecTv, I wasn't eligible for any of the deals that NEW customers get. I told them I NEVER had any deal given to me and NO free installation or FREE DVR. They basically said "thanks for being a customer, but all we can give you is $50 toward equipment." I must not be very persuasive.
Just Jack Posted June 6, 2012 Posted June 6, 2012 I told them I want to cancel. They asked why and I said my cable company now offers digital television and HD channels and Tivo DVR, and when I looked at going DirecTv, I wasn't eligible for any of the deals that NEW customers get. I told them I NEVER had any deal given to me and NO free installation or FREE DVR. They basically said "thanks for being a customer, but all we can give you is $50 toward equipment." I must not be very persuasive. No matter what people here say, your experience is not unusual. I had the same problems when I had DTV, could never get any deals out of them once I had signed up. Went back to Time Warner and never looked back. (and for those asking "what about Sunday ticket?", I don't need it, got season tickets so if it's a home game, I'm usually at the stadium, and away games get shown here in Syracuse)
Ramius Posted June 6, 2012 Posted June 6, 2012 I told them I want to cancel. They asked why and I said my cable company now offers digital television and HD channels and Tivo DVR, and when I looked at going DirecTv, I wasn't eligible for any of the deals that NEW customers get. I told them I NEVER had any deal given to me and NO free installation or FREE DVR. They basically said "thanks for being a customer, but all we can give you is $50 toward equipment." I must not be very persuasive. Baffling. Someone at DirecTV doesn't like you. Sur you didn't call the cable company by accident? :0 What you described is typical cable company customer service.
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