New Member
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1 Message
20 year customer and the exit
After receiving my bill this month and seeing a $49 x 6 installment charge for NFL Ticket, I called DTV to cancel the service. When I called from the phone that is on the account and stating my reason for calling, I sat on hold for over 1:30:00. I have a screen shot from phone to back that up. When I called from another phone and just said I want to talk with Customer Service, I was on hold for a couple minutes.
After 20 years with DTV, I told the woman on the phone to not only cancel my NFL Ticket, but just cancel our entire subscription with DTV. Horrible customer service was the reason - not so much the woman who answered (though she was perfectly fine with us cancelling), she was not the reason.
Spectrum cable wins this customer because of the fail of DTV to attempt to do anything to retain a loyal consumer. Good luck with that mentality DTV. New, non-loyal customers must be the catch of the day.
shannon02
ACE - Expert
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21K Messages
4 years ago
DTV no longer prorates the bill so you will pay the entire month based on the end of your billing cycle.
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Constructive
Employee
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34K Messages
4 years ago
👆👆👆👆
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
This is the NFL time of the year. So even without being short staffed this is arguably their busiest time of year. Long hold times are to be expected, as well as with other companies with similar staffing issues.
The culture of throwing money at the customer (discounts or credits), even if means operating at a loss, is over. Their CEO had them pulled back while they address the issue. It is expected that discounts will return at some point, but in moderation. They are a temporary perk, not something to always be on there. If your budget cannot handle your service without discounts, it is your responsibility to adjust service to better fit your budget.
So from your description customer service was not the reason for canceling, unless you left something out. Your issue was a long hold (understandable these days) and that there wasn't any retention offers available for you (something they are not obligated to provide).
Certainly switch providers if it works better for you. But making a public departure announcement works better at the airport or train station.
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Just_another_thought
New Member
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1 Message
4 years ago
Juniper it appears as if your riled by this person's post. They decided not to do the NFL Ticket when they saw the price, so they where already fitting their budget to their choice. Next, if you notice what they are saying, they waited an hr an a half when calling from their number on the account and stating their issue. In comparison calling from another non account phone number with just asking to talk to customer service got him to customer service within a couple of minutes. It's hard to argue with rjames for being upset. While I checked out your posts tech knowledge great, but in this instance you come off somehow offended or defensive of how rjames feels about their experience which did seem crappy. When you state your problem and call from your phone number on your account you expect to wait less time than a potentially new customer asking questions about services. 1 and a half hours compared to a couple of minutes? Don't try smoke and mirrors to defend how this post makes you feel but I would say your response is unjustified Juniper
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
@Just_another_thought
Not riled. Simply provided perspective on their concern with current hold times and that they didn't get any retention offers they wanted. Also pointed out that neither was an issue with customer support itself, but gave room that perhaps they left out some additional information. Though I do find it curious when someone makes an account just to say they are leaving. Seems it would be easier to just move on.
Post indicated they called regarding the NFL Sunday Ticket, which would be a specific department. Then they called AFTER they had been on hold and just requested customer support. So not the same department and at different times so hold cannot be compared in a 1:1 situation.
There is no offensive or defensive tone in my post. I laid out perspective and clarification. I may be blunt and do not sugar coat anything, but everything I say is honest an intended to be of help, even if only showing another perspective on the situation.
Normally one would expect an account to be created on the forum to seek help or guidance on a situation. Yours is a brand new account, yet your only post is to take issue with my response to someone else. I highly doubt you were on the forum looking to find fault with someone else. Perhaps if you created a thread for the real reason you were on the forum to be begin with that other users could be of help.
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