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Tutor

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9 Messages

Thu, Mar 26, 2020 11:41 PM

Win-Back program Wheel of Shame

We've been been a DirecTV customer for a couple of decades, though I've seen many posts here saying that "AT&T's a business" as if that trumps customer loyalty.

Our latest discount was about to expire, I called to ask what sort of retention promo was available to us. I was offered nada. The cost was to increase to $90/mo for a Select subscription. I cancelled and was told to await shipping boxes. (In the past when DVRs failed they did not want them back.) Today, I tried again, asking to speak to the "Win Back" department, which is currently operating from a hotel in the Philippines. After lots of questions and typing sounds I heard $89, then $30, then $40. He said that would be for a 12-month contract and I would get a $200 Visa debit card. I accepted the offer. While he was preparing to send a signal to the DVR our call dropped. He didn't call back so I ended up having to start over, ultimately reaching a woman in the same hotel. More questions and typing sounds, ending with "the best promo I can offer you sir is $49.99 for 24 months". I said that's no better than what new customers get and cited the following from their current promo page.

"ALL INCLUDED PACKAGE: Ends 6/27/20. Available only in the U.S. (excludes Puerto Rico and U.S.V.I.). 1st & 2nd year Pricing: $49.99/mo. for SELECT All Included"

Besides wondering what happened to the offer the guy had made 30 minutes before, I wondered how ATT can justify paying a contractor to drive 400 miles round-trip from El Paso to our town to install new equipment, but not want to retain a known-good customer using existing equipment (pre-Genie). Then I found this article about AT&T wanting to "clean out low-ARPU" customers. Maybe that explains it, but it stinks.

Will they be asking for a bail-out?

Responses

Brand User
ATTHelp

New Member

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121K Messages

2 months ago

@timmy2, Thanks for reaching out to the forums team!

 

We know how important and time sensitive service issues can be, so we encourage you to contact our voice or chat teams for expedited service.

 


Once you select your product, just scroll down to the bottom and choose to chat live. Please let us know if you have any other questions we can assist with!

 

 

Lafayette, AT&T Community Specialist

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Tutor

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9 Messages

I did reach out. That was the subject of my post. The results changed with every call.

Bird2020

New Member

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18 Messages

2 months ago

Simply, even if you are a customer for years, the company cannot give you the service if you cannot pay for it if the best option is to change to something that fits your budget.

Tutor

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9 Messages

Really? I didn't realize that. When I called asking for their best retention deal and got a different response each time, I should have realized it's my fault.