CurtPalme.com Home Theater Forum

[WanMan]

On the 23rd, I used the DirecTV website to send a communication to them regarding my wishes to upgrade my hardware in order to take advantage of the new MPEG-4 video and to replace SD DVRs with HD DVRs. My background was that I have been paying ~$90/month since Spring 2002 and never been late on anything. In fact, I've bought into their Protection Plan and paid for the equipment I have in my household.

My request was simple:

What is the best offer DirecTV can make me on a pair of HR21-700 HD DVRs and a H20/21 HD STB? I caveatted my inquiry with that I was open to serious consideration of responses I had already gotten from both Comcast and Dish Networks--both of which are offering HD DVR with no buy-in on the leased equipment. I got an email response the same day with a number to call with a PIN good for five days. My plans were simple in that I would be seeking to finalize a decision by 1/7/08.

This is what they offered:

They can replace the current HD STB for $20, but the cost of a five LNB dish is not included and would be $99. The best offer they presented on the HR20/21's was to reduce the cost from $300/each to $200/each. So, if I want to a) take advantage of their MPEG-4 video in HD and have the time-shifting capabilities in the same number of locations it'll cost me ... oh ... $500.

This offer is getting:

[ecrabb]

You have to call their customer service line and ask for 'customer retention'. Get them on the line, tell them you're ready to disconnect because you got superior offers from Comcast and DISH. Tell them you had really hoped to stay with DirecTV, but given the other offers, you can't possibly see how it would be in your best interests go with DirecTV. They'll give you a much better offer than what you have. Whether it will be acceptable is another thing. They will probably reduce the HD DVR's to $100 plus $20 s/h ea, so you'll still be at ~$320+.

My brother-in-law in Denver has Comcast and he's perfectly happy with it. Just sh*t-can DirecTV and go with that. This from a DirecTV subscriber of 8 or 9 years.

I think we've talked about this, but it seems to me the cable and satellite companies just all have varying degrees of sh*tty customer service. SOP. You'll get the same thing from Comcast and DISH as soon as you're not a prospective customer anymore.

SC

[LOTREE]

I work for Comcast tech support and I can honestly say the moment someone starts to get a little huffy about wanting to switch or mouth off cause this isn't working or that isn't and I'm the one to bare the brunt of their anger issues I simply stop caring to the point that if a customer wants to treat me like $#!@ because of it I will gladly send someone to retention if they wish but my usual speel is like this "If you're not getting the quality of service or pricing from us(Comcast) then I personally would consider looking at other options also". I'm not alone when I say this as most colleges I work with or train in will promptly do the same. A deal is a deal so go where it's better - I have Rogers internet, I get a $2 discount for a year, far cry from the Comcast HSI $19.99@6mo - I hate it when people cry because it expired. God, when my Rogers promo is over I'm keeping it regardless - if you don't want to pay for the toys get out of the sandbox.

**Not directed at anyone, just gets to you after a few years of pleasing customers yet some never appreciate it... end rant. Now off to work I go cause Comcast is 24x7 365 tech support

But yeah WanMan, that's an expensive 'Upgrade' if I saw one, Ikes
I personally hate Cable TV, digital or NOT. Having used both, well Rogers Cable, Comcast Cable, Expressive View and Dish Network the latter 2 would be my choice hands down. Not a big DirectTV fan.

Edit:
Home again, just pigged out on left overs... anyway, I should mention to anyone that is looking to either A) Disconnect Service or B) Request Better deals and pricing with Comcast to choose Downgrades or Disconnects, Option 4 I believe as a Tier 1 support Rep. through Technical, Billing or Sales WILL NOT be able to do anything for you as they do not have rights to make those type of changes to your account, especially if you have CDV service so to save yourself time and frustration listen to the IVR - Interactive Voice Response system but yes, you only need to push buttons 8)

[stefuel]

[ecrabb]

Typical industry bull****. The bean counters all think of everything in stupid terms like "acceptable churn rates" and "customer acquisition costs" instead of real service terms like "happy customers" and "building customer relationships" and "building brand loyalty". Hell, brand loyalty is practically a forgotten concept in the service industry - but ESPECIALLY in pay TV and wireless telephony. Their products and services have all acquiesced to varying degrees of mediocre (at best), so the customer really has nowhere to go. So, we all just suck it up.

I had DirecTV back then, too. The PQ was excellent (for the time), the equipment was excellent (if expensive) and customer service was great, too. Any more... not so much. I'd leave if I wasn't fairly satisfied with what I have.

I just love the 'bend over backwards for the new guy, but screw our loyal customer who's been with us for years!" mentality.

SC

[greg_mitch]

[ecrabb]

[greg_mitch]

[WanMan]

I should have remembered this thread and provided an update:

I got two (2) HR21 HD DVRs for nothing.

[ecrabb]

Who did you talk to and how did you get them to cough those up for nothing? I may end up going that route.

SC

[ecrabb]

[JustGreg]

[ecrabb]

Greg,

Bummer, man. Sorry to hear you're getting screwed over by people who don't know how to look at anything besides reports and spreadsheets. Common sense goes out the window with some of the MBA types, I think.

I was a long-time cellular customer when I got my first PCS phone. I went from an AirTouch MicroTAC, to an analog StarTAC, and finally switched to a Sprint PCS StarTAC in '98 or '99. They had a good business account program, good customer service, and intelligent people that could handle problems. The business group was responsive and seemed to care. As time went on, and the whole wireless industry got more 'retail consumer'-oriented, it seems like everything just slid slowly down hill. Having to visit a Sprint Store any time in the last 3-4 years was comparable to going to a bus station. The handset selection at the lower-end of the price scale got more and more gimmicky and less and less useable. They got more and more 'Japanese teenage girl' and less and less powerful.

For me, everything changed when Apple rolled out the iPhone. As soon as I played with it, I knew it was a game-changer for the whole industry. Finally, somebody that 'gets' design and usability made a smart phone for all the people (like me) who liked the idea of the smart phone, but could see that the execution of everything on the market pretty much sucked ass. As soon as I played with one, I jumped. A Sprint subscriber for 8 years, I finally had a reason to switch.

So far, the service and attitudes at AT&T seem no better or worse than Sprint. The service is probably about the same, and the customer service comparable. I love the iPhone - it's the nicest piece of portable electronics I've ever owned - bar none. I do like that AT&T seems to be less interested in selling you a bunch of damn add-on subscription bull**** to be able to use the features already built-in to the phone. Sprint locked everything down so tight, it was worthless unless you paid for Vision or Vision Data or whatever the hell bull**** plan of the month was.

Huh. Somehow AT&T was able to add almost 2 million subscribers, and Verizon almost 1.75 million - while Sprint lost almost as many. I wonder Sprint could be doing wrong? Huh. I wonder.

Do you suppose the suits at Sprint will ever figure out that the 'Screw the customer to generate additional revenue' plan doesn't work long-term when your competitors offer better equipment with more features for no additional charge?

SC

[greg_mitch]

[WanMan]