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bmbutler

Teacher

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23 Messages

Thu, Jan 16, 2020 3:45 PM

Lost Longterm Customer

I have been with DTV for over 6 years. Very happy with my service and equipment works great. I had a great deal that expired in January. I called the retention (loyalty) department and got no where. Person I spoke to on 1/10 said she would escalate the request since she didn’t have anything to offer. I called back yesterday and nothing done except some (Edited per community guidelines) put a “credit lock” on my acct. Rep said I must not have been paying my bill. Told them I always pay my bills on time and they even auto debit my payment each month. Look at the history. No one would. Last person I spoke to said to call back in a week to see if it was removed. I told him it was put on in error and to look at my payment history. Nope. After over 30 mins on the phone with this supposed supervisor, I hung up. Well, DirecTV, you lost a longterm customer yesterday. Replacement service has been ordered. Stupid. Just stupid, DirecTV

Responses

bmbutler

Teacher

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23 Messages

4 weeks ago

as far as the person who sent me message that I would back in 2 years. That is what I was told about Dish 6 years ago.

Juniper

ACE - Expert

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17.8K Messages

If you want to reply to that person you may wish to post in the thread the message was in.

I do get where they are coming from, as there are reasons why I still prefer DirecTV over Dish. But as each company has their own pros and cons, it is up to each of us what provider is best for us personally. For me that is still DirecTV, but if you Dish is the right option then fair enough.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Juniper

ACE - Expert

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17.8K Messages

4 weeks ago

There is no escalation to check for discounts, that agent flat out lied. There are either discounts or there aren't any. And with too many people who have relied on discounts for too long, or a discount that was excessively high, the CEO some months back made a public announcement that discounts would be reeled in. Makes sense as discounts are a temporary perk, not an ongoing feature to make service affordable.

A "credit lock" historically means (as I understand) and account has hit some sort of internal limit for credits/discounts. Nothing to do with paying the bill. Limit is expected to be lower than it used to be from what I mentioned above.

Comes down to it is not the agent's decision if you get a discount or not, as they can only offer what the system has. It is hard coded into the system to prevent abuse, just like how other companies are set up.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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43 Messages

I just transferred over from ATT U-Verse last week and know how these people work. I got a fair price Ultimate pkg from Directv for the first year, which was only $10.00 more a month than ATT U-Verse.

I was also informed that after the first year, my subscription would go up $50.00/mo. I hope that can be reduced, when I call in before the expiration and will work with me....or NOT. Hopefully they can offer me some kind of discount[s]

After the actual transfer of account to DIRECTV, I received several e-mailed documents with costs......etc. Very self explanatory. I did give them okay for credit check, which mine is 852 and wife's is 850. Two days later, DISH, with GENIE HD, and 2 mini wireless were installed. I already had ATT internet in the U-Verse pkg.

Working with ATT U-Verse over the years, they made me a happy customer. The reason I changed to DIRECTV, local CBS was in negotiations with ATT U-verse and programing would be disrupted. I experienced that 2 years ago and was out for 5+weeks. The media company COO, said that Charter was good and DIRECTV was in the Stable, this year.

My wife RECORDS her important day and night daily programs on the major networks and a couple others. RECORDING on the spot, is an absolute must.

Anyway, all the cable and satellite companies raise prices every year, these days. My brother-in-law has CABLE ONE in GA and recently got a renewal costing $100.00 more a month. He was able to get it reduced to $50.00 for the same TV/Internet package. Myself, I think payment history plays a factor, which MIGHT warrant some flexibility and talking to a supervisor has worked with me on occasion....with ATT.

Yup, if you don't like how things are going, you can make changes. When I switched to DIRECTV last week, the 1080p picture[s] were a nice addition over 1080i cable, along with improved DD digital surround sound in my mancave domain. lol We will see what happens b/4 the first 12 months ends.

We had freezing rain and snow this past Saturday and Sunday, in Wisconsin, and the picture[s] were perfect for FOOTBALL. Maybe a little PAM helps on the LNB's, too. lol

bmbutler

Teacher

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23 Messages

Good luck. As I wrote, I’ve been with them for over 6 years, but that isn’t valued anymore. I’m also going to pay $20/month less tha DTV and that adds up. I don’t want to switch, but they gave me no choice.

bmbutler

Teacher

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23 Messages

@Juniper well, unfortunately, four different reps including a supervisor told me the same thing and no one knew what to do. That’s fine. We aren’t locked to one company

New Member

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1 Message

Paga tu servicio como es si no tienes dinero entonces cambiate! A otro provedor.

Teacher

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61 Messages

4 weeks ago

And another one bites the dust! AT&T's ridiculously horrible customer service is getting worse! Seems to me that the CEO either doesn't care or his employees are being trained to act like that! Sorry for your problem. So many of us are switching because of this!

Teacher

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43 Messages

Time to move on then and hope for the best with another provider.

Let us all know if you saved any $$$ by switching for the exact same coverage. I did last week with Spectrum cable, and price was $10.00 less a month, with their inferior equipment, transmission, and some customer baggage. One year pricing too.

Do you pay on time? How is your credit rating?

Juniper

ACE - Expert

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17.8K Messages

Discounts being reeled in is understandable, and certainly does not make poor customer service. Networks are expensive and TV providers are having to manage where they can to make sure they are not operating at a loss. Seems like so many "mooching" users ruined it for the rest of us. Hopefully it will not take long to weed out those problem cases so that discounts (within reason) will be around again for the rest of us.

However misinformation, or poorly explained answers, is too common these days. Training needs to be stepped up for agents who are new, came to DirecTV from the AT&T side, as well as their outsourced partners. This is an area that customer service needs to improve back to the quality they were known for.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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43 Messages

@juniper, Yes, that is true, especially these times. Where is the RESPECT? Proper inside training for sure with company mora[sp?] coming in second, along with management treatment. How do you keep your employees happy/deserving??

Lets see....How can I earn some MORE BADGES???

(edited)