Mediaman Posted September 4, 2015 Posted September 4, 2015 I just called to inquire about adding another box to my service. We've been customers since 98, have HBO, NFL, Premium Protection Plan, called earlier this summer for my NFL discounts and got good deals on all the services mentioned. But when I asked about new box they are holding fast to the $99 box fee, no install charges due to the service plan we are on. Do I try and play the cancel my account game? I'm really not going to do that as I'm an out of market Bills fan and need the package. Thoughts?
Nervous Guy Posted September 4, 2015 Posted September 4, 2015 did you ask to speak to customer loyalty or retention? Get them on and present your case...it's a good bet they will help you out.
Mediaman Posted September 4, 2015 Author Posted September 4, 2015 I didn't ask for customer retention or loyalty as I didn't have to do that for my discounts, figured I didn't want to play that game of threatening to cancel. But do I need to?
Nervous Guy Posted September 4, 2015 Posted September 4, 2015 I didn't ask for customer retention or loyalty as I didn't have to do that for my discounts, figured I didn't want to play that game of threatening to cancel. But do I need to? you don't need to threaten...kinda surprised since you've been a customer since 98 that you aren't due for any upgrades. They throw around upgrades all the time....ask for retention or loyalty you don't have to threaten, just tell'em what you want.
Mediaman Posted September 4, 2015 Author Posted September 4, 2015 My advice. Stop being a cheap bastard. I can swing it, its the principle behind it that makes me not want to spend it!
plenzmd1 Posted September 4, 2015 Posted September 4, 2015 I can swing it, its the principle behind it that makes me not want to spend it! What principle? I am 100% convinced just asking for stuff and getting it as in the past is over now...and I don't blame them. I am sure DTV has a very basic analytic that says length of time as customer + Ticket Subscriber = exit barrier. Having the ticket I think is actually going to make it harder to get deals now....unless they start to see a flood of cancellations after this season. Cable sounds great and much cheaper....but I just put cable in our DC place...$10 a month for modem, $10 a month for DVR( we did not get) and I am at $70 a month just for the faster internet...and we get no TV.
Chef Jim Posted September 4, 2015 Posted September 4, 2015 I can swing it, its the principle behind it that makes me not want to spend it! The principle? Of what them charging you for something?
Nervous Guy Posted September 4, 2015 Posted September 4, 2015 I am 100% convinced just asking for stuff and getting it as in the past is over now...and I don't blame them. I am sure DTV has a very basic analytic that says length of time as customer + Ticket Subscriber = exit barrier. Having the ticket I think is actually going to make it harder to get deals now.... you are 100% wrong...I have the lowest possible DTV package, they gave me Sunday Ticket Max for free and threw in HBO and Showtime for 3 months...just for asking for a break. I never thought it was possible but they did it. The principle? Of what them charging you for something? oh brother...here we go...
Miyagi-Do Karate Posted September 4, 2015 Posted September 4, 2015 I just called the other day, and they told me I was eligible for a free upgrade on my box to a genie (been eligible for three years, but hadn't bothered). It had been long overdue. I pulled the trigger, as it also meant I got sunday ticket for free.
CountryCletus Posted September 4, 2015 Posted September 4, 2015 FYI- customer retention isn't a real thing... I ask for that and they send me to cancelation... They have the most power and the most ability to make things happen- I am almost on a first name basis with all in there, lol
Nervous Guy Posted September 4, 2015 Posted September 4, 2015 FYI- customer retention isn't a real thing... I ask for that and they send me to cancelation... They have the most power and the most ability to make things happen- I am almost on a first name basis with all in there, lol Customer loyalty agents are a real thing...
CountryCletus Posted September 5, 2015 Posted September 5, 2015 Customer loyalty agents are a real thing... And they are different than cancelation?
Miyagi-Do Karate Posted September 5, 2015 Posted September 5, 2015 And they are different than cancelation? It's the same department. If you tell the prompt you want to cancel, then you go to customer retention.
Mike in Horseheads Posted September 5, 2015 Posted September 5, 2015 I'd hate to see what your paying if principle is holding you back, I call at least once a year most often more. They beg you to take Showtime for nothing and I'm paying $8 for HBO plus other discounts including Sunday ticket.
birdog1960 Posted September 5, 2015 Posted September 5, 2015 just reattached the cord for football. told them i was considering turning my account suspension into account termination, which was true. free sunday ticket and showtime. i'll be suspending again as soon as the bills season is done. interestingly, he wouldn't match hbo now price of 10 bucks a month saying it wasn't the same product - that they sold the "live" hbo. uh, ok. i'll stick with on demand hbo only.
John from Riverside Posted September 5, 2015 Posted September 5, 2015 I didn't ask for customer retention or loyalty as I didn't have to do that for my discounts, figured I didn't want to play that game of threatening to cancel. But do I need to? Been a DTV customer since nearly the start up of their company I NEVER talk to the first person I get on the phone.....always customer retention. And I have always gotten what I wanted.....either directly or through credits on other items to make up for the cost.
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