Disappointed with Directv

fhedrick · 03-03-08, 02:35 PM

This morning after scheduling a service call in connection with my HR20-100, I asked when I would be eligible for a free upgrade of my HR10-250. I had previously been told by a CSR that I would be eligible last December. After some checking, I was scheduled for a free upgrade. I was told that my account would be charged $199 plus tax but the same amount would be credited. I told her that others on this forum has been promised this, but the credit was never made. She said a call back should correct the problem if it occurred. When I checked my account later, the charge was made but there was no credit. I called back and went through it again. When I was told that no free upgrade was possible despite what I was told earlier, I cancelled the upgrade. As a long standing subscriber to Directv's top programming package, I am very disappointed to be treated like this. I have wanted to believe that the horror stories I have read here were not the norm, but now I believe they are.

curt8403 · 03-03-08, 02:50 PM

Quote:

Originally Posted by fhedrick

This morning after scheduling a service call in connection with my HR20-100, I asked when I would be eligible for a free upgrade of my HR10-250. I had previously been told by a CSR that I would be eligible last December. After some checking, I was scheduled for a free upgrade. I was told that my account would be charged $199 plus tax but the same amount would be credited. I told her that others on this forum has been promised this, but the credit was never made. She said a call back should correct the problem if it occurred. When I checked my account later, the charge was made but there was no credit. I called back and went through it again. When I was told that no free upgrade was possible despite what I was told earlier, I cancelled the upgrade. As a long standing subscriber to Directv's top programming package, I am very disappointed to be treated like this. I have wanted to believe that the horror stories I have read here were not the norm, but now I believe they are true.

welcome to the new directv where credits that are "Just because" are never issued

flogduh · 03-03-08, 02:56 PM

Can't you just feel the "love" that is Directv??? What a wonderful trusting CSR group, eh?

curt8403 · 03-03-08, 02:59 PM

Quote:

Originally Posted by flogduh

Can't you just feel the "love" that is Directv??? What a wonderful trusting CSR group, eh?

I feel sorry for the cust. I always make sure that I get an offer if it is offered, and not call back later to try to get it,

fhedrick · 03-03-08, 03:50 PM

I guess I should feel lucky that the charge for the cancelled upgrade was quickly removed from my account. But Directv has always been better than this in their treatment of me.

satexplorer · 03-03-08, 04:47 PM

Quote:

Originally Posted by curt8403

I feel sorry for the cust. I always make sure that I get an offer if it is offered, and not call back later to try to get it,

Customer better not sign up for cable. How dare they dump DirecTV.

spartanstew · 03-03-08, 08:29 PM

that is a horror story.

LOCODUDE · 03-03-08, 09:07 PM

True,....Indeed....

fhedrick · 03-04-08, 10:07 AM

Okay, now I've got more to add to the story. This morning I logged on to my account again and I have a credit, instead of the regular amount I should owe. They have apparently credited my account twice for the amount of the upgrade which has been cancelled. So what I was originally promised was done. If the charge and credit had been done at the same time, there would have been no problem. When the second CSR disavowed the whole thing, the upgrade was cancelled. So now I'm unsure what to do. Suggestions? Obviously, I still owe my regular bill and intend to pay it.

flogduh · 03-04-08, 05:10 PM

Quote:

Originally Posted by fhedrick

Okay, now I've got more to add to the story. This morning I logged on to my account again and I have a credit, instead of the regular amount I should owe. They have apparently credited my account twice for the amount of the upgrade which has been cancelled. So what I was originally promised was done. If the charge and credit had been done at the same time, there would have been no problem. When the second CSR disavowed the whole thing, the upgrade was cancelled. So now I'm unsure what to do. Suggestions? Obviously, I still owe my regular bill and intend to pay it.

Punt....or Fold.....(just kidding)

Heck, you have the credits ont eh account, you might as well call back and see if you can get the upgrade under the original terms, but I'd suggest you call customer retention to set this up and bypass level 1 CS

Good Luck!

fhedrick · 03-04-08, 07:38 PM

Quote:

Originally Posted by flogduh

Punt....or Fold.....(just kidding)

Heck, you have the credits ont eh account, you might as well call back and see if you can get the upgrade under the original terms, but I'd suggest you call customer retention to set this up and bypass level 1 CS

Good Luck!

Good idea. Thanks.

fhedrick · 03-12-08, 11:34 AM

I called customer retention and the upgrade was installed yesterday. I requested and received an HR20 so I'm happy to say I am no longer disappointed with Directv. They have always been straight with me since 1999.

rich584 · 03-12-08, 11:44 AM

Quote:

Originally Posted by fhedrick

I called customer retention and the upgrade was installed yesterday. I requested and received an HR20 so I'm happy to say I am no longer disappointed with Directv. They have always been straight with me since 1999.

You should have called Retention first. They are empowered to make deals such as the one you wanted. And if you don't get the credits, call Retention. Talking to a regular CSR is useless. You don't have to threaten to cancel, just explain the problem politely and they take care of you.

I have seen a couple of posts that stated that calling Retention was for, I am paraphrasing here, crybabies and complainers, but they are the only department that can make deals. Even the supervisors at the Protection Plan will tell you to call Retention.

Rich

fhedrick · 03-12-08, 11:56 AM

Quote:

Originally Posted by rich584

You should have called Retention first. They are empowered to make deals such as the one you wanted. And if you don't get the credits, call Retention. Talking to a regular CSR is useless. You don't have to threaten to cancel, just explain the problem politely and they take care of you.

I have seen a couple of posts that stated that calling Retention was for, I am paraphrasing here, crybabies and complainers, but they are the only department that can make deals. Even the supervisors at the Protection Plan will tell you to call Retention.

Rich

Yes, I can see that now, and I suppose I paid too much attention to horror stories I had seen posted here previously. Directv did follow through with the original credit they promised. I just wanted to be fair to them and let everyone know the outcome.

CrazyforYeshua · 03-12-08, 12:18 PM

But if they had done what they promised to do in the first place, it would have been a done deal.
I'm just sorry you had to go thru all that just to get what they told you they would give.
Maybe a pp is correct, if a deal is offered, take it at that time, cause later might be too late....

FHSPSU67 · 03-12-08, 12:36 PM

Quote:

Originally Posted by fhedrick

Yes, I can see that now, and I suppose I paid too much attention to horror stories I had seen posted here previously. Directv did follow through with the original credit they promised. I just wanted to be fair to them and let everyone know the outcome.

Glad to see you made out OK!
Might be a good idea to change (slightly) the title of this thread

rich584 · 03-12-08, 01:04 PM

Quote:

Originally Posted by fhedrick

Yes, I can see that now, and I suppose I paid too much attention to horror stories I had seen posted here previously. Directv did follow through with the original credit they promised. I just wanted to be fair to them and let everyone know the outcome.

The "horror" stories are usually by people who haven't figured out how to play the system to their advantage. Reading a whole long thread becomes confusing. Best to pick out a poster who sounds like he knows what he is doing and sending him a PM asking for assistance. Worked for me. Works for the people who PM me.

Rich

rich584 · 03-12-08, 01:10 PM

Quote:

Originally Posted by CrazyforYeshua

But if they had done what they promised to do in the first place, it would have been a done deal.
I'm just sorry you had to go thru all that just to get what they told you they would give.
Maybe a pp is correct, if a deal is offered, take it at that time, cause later might be too late....

The problem with the credits is the lack of training of the CSRs and their failure to follow up and make sure everything is entered correctly. When you call Retention, you will find that they keep notes on what was promised to who by them and resolve the problems quickly. Once credits are promised you have to check the monthly bills and make sure they appear.

Rich

rich584 · 03-12-08, 01:11 PM

Quote:

Originally Posted by FHSPSU67

Glad to see you made out OK!
Might be a good idea to change (slightly) the title of this thread

The title was what caught my attention. Glad he got it resolved.

Rich