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DirectTVCust's profile

Contributor

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1 Message

Thu, Oct 11, 2018 2:54 PM

Customer service hung up on me

I have called 800-531-5000 two times this morning to discuss having a $45 discount that ran out reapplied on my bill.  The first rep said he would send my request to management and if I haven't heard back within 3 weeks to call back.  I said I wanted to address this issue today so he gave me a number to "Promotions" which was actually a different company, Century Link, which bundles my bill.  Century Link told me to call DirecTV which makes sense so I called back.  The second DirecTV rep told me there are no discounts so I asked to speak with her manager.  She then hung up on me.  This has now been a 1 hour process where I was directed to a different company and hung up on.  I'm not sure what I should do at this point.

nabukl

ACE - Professor

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2.1K Messages

4 years ago

Promotional discounts are for 12 months and once it expires it can't be re-added by anyone.

Juniper

ACE - Expert

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17.1K Messages

4 years ago

Discounts do not get reapplied. Sometimes you might qualify for discounts in the future, but not always guaranteed. Based on the amount of $45, that sounds like an introductory promotion (your 1st year). Intro promotions are a one-time deal, the welcome basket to get you to try DirecTV as it were, not to be received again.

 

You do not call Century Link to make changes or discuss billing of your DirecTV service. Bill combined just means Century Link pays DirecTV, and then they put that on their bill to you to be reimbursed. (Also as a note Century Link is unique that with a combined bill they forbid you from adding certain programming onto your DirecTV service as it violates their moral policies. Little bit of trivia some are not aware of.)

 

The 1st rep couldn't give you what you wanted and said that to get you off the phone, or really had no clue what they were doing. The second rep was most likely truthful, as after a $45 discount just finished it would be reasonable that it would be a while before a new special 'might' be available. If they hung up on you though, that is another matter. You do have the option to call DirecTV back to submit a complaint on the prior call if the agent purposely hung up on you (as opposed to your phone/service dropping the call).

 

Since you will most likely not get the level of discount you had before, if any discount at all, I would review the services you have with DirecTV to see what can be done to cut cost. See if the channels you watch might be in a lower base package. Check to see if you have any optional services you don't use enough to make it worth their added cost. You can change your programming at any time so could lower for a while until it is comfortable again for your budget and then raise it back up. Never rely on discounts, if you cannot afford the service without discounts then you cannot afford the service.

Juniper

ACE - Expert

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17.1K Messages

4 years ago


@my thoughts wrote:

DirecTv is a 24 month contract with discounts for months 1-12 and regular rates (no discounts) for months 13-24.

 

When you have completed your 2 year contract, can cancel without Early Termination Fee, then can call and ask about a new 2 year promotion which would have discounts for first 12. 

 

 


If you get a later discount that comes with a service agreement, they would be for the same time. So a 12 month discount if it comes with a service agreement would be for 12 months, not a 2yr service agreement. A 24 month agreement (2 year) only comes with a 24 month discount or an upgrade of equipment. A 12 month discount will not come with a 24 month service agreement. The intro promotion though has a 12 month discount, is a 24 month agreement because of the equipment provided just like a later upgrade.

tgreaves

Former Employee

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1.5K Messages

4 years ago

Hello @DirectTVCust

 

I just had a talk to the retentions group here at work. they told me to tell you to call them up at 1800.531.5000 and to have a chat with them. You can speak to them either by asking for retentions or cancellations when voice prompted. 

 

Tho we may not be able to take the original $45 off a month, we should be able to find something to either bring you better value for the price you are now paying or give you a % off that $45 a month. 

 

If you were paying $45 a month, I would assume you were on the Choice package. That came with the NFL Sunday ticket free for the first 12 months. As that has now possibly expired, if you actually drop your package down so you aren't paying $105 a month + the equipment.

 

I would suggest going to either the Select package or even the Entertainment package. The Select has no sport, but all the standard channels people watch. The Entertainment package has ESPN and some Fox so you get just a little bit of sport but for a fraction of the price.

 

If you dropped down to one of those packages for months 13-24 and the end of the 24th you could slide back into one of those super duper deals and make great savings.

 

If this is the route you wish to travel in, the retentions/cancellation group would be more than happy to fix this for you.

 

Have a great day.

Contributor

4 years ago

I would like to chat with customer support.

litzdog911

ACE - Sage

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43.7K Messages

4 years ago


@Crazyworld wrote:

I would like to chat with customer support.


Look for the CHAT link on the "Contact Us" tab at www.directv.com

 

If the CHAT link is missing it's because no chat operators are available.

 

Juniper

ACE - Expert

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17.1K Messages

4 years ago

@Crazyworld 

 

Go to www.directv.com and click the contact us link at the bottom. If no chat operators are available then you call DirecTV 1-800-531-5000.

 

This is a public customer to customer forum, so we can chat with you as well. We are not employees so have no access to the account, but many times can give the needed guidance to help.

Contributor

3 years ago

trying to find a phone number to talk to customer service!!!

 

 

 

Juniper

ACE - Expert

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17.1K Messages

3 years ago


@lenawind wrote:

trying to find a phone number to talk to customer service!!!


The number hasn't changed for the last 20 odd years. Alternatively, you could start a thread with your situation and perhaps other customers (or the occasional employee on their personal time) may be able to help with a solution or guidance.

 

Customer Service

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