OCBucksFan;1417355; said:
Well, considering how long I have been a customer, I have a Tivo DVR in my office that I pay nothing for, they gave me the HDDVR for free when I finally upgraded a year ago, and everytime I ever call them I get Stars, Showtime and HBO for 6 months, so I think it may be you.
Up till this time around that was my experience - good freebies to make you feel wanted, nice discounts and deductions for any upgrades.
Then I wanted to shift around things. Get a small HDTV for the master bedroom, move HD-Receiver to MB, upgrade to an HD-DVR for Living room. Move an SD-DVR to Guest room. deactivate two other receivers - SD, nothing special.
So we called.
All calls prefixed by the mandatory "this is being recorded for quality assurance" line ... and giving of phone number / account info.
Round 1 -
Me: Explain the receiver moves and such like.
Them: That'll be 199 for the HD-DVR
Me: Mmm - Dish looks good with their deal
Them: Best we can do is $50 off the HD-DVR.
Me: You sure? Even for a long time (4+ years) customer?
Them: Yes, that's it.
Me: Let me investigate some more and call back.
(BTW, that's basically, let me hop of the Customer Service line, hop back on with a more pliant representative).
Round 2 -
Me: Move X HD-DVR Blah, Blah, Blah, Long-time customer calling, looking at Dish, what's your best deal?
Them: HD-DVR $149 - best I can do.
Me: Can I speak with customer retention?
Them: Let me speak with my supervisor.
:: On Hold
:: More on Hold
Them: We can get you some free Showtime, a $10 a month credit and a $149 HD-DVR.
Me: Thanks - let me think about it some more, I'll call back after me and the missus talk some more.
Now at this point I'm actually feeling fairly good about things. They have to lay more line for the 2 DVR set-up. I get free channels - which as OCBF says is their base customer feelgood currency. (Nominal value $30). I get $10 a month off - for a year - which cuts the real cost of the DVR down to round about $30. Not bad really - throw in their premium giveaway and were basically at break even.
So I call back and seal the deal.
Round 3 (Apparent Success)
Me: Deal offered was - (outlines particulars).
Them: deal is - (reiterating all particulars).
Me: Done Deal
Them: Yep - and have a very good night.
Then the shit hit the fan.
I log onto my D* account and see the monthly credit.
I see the free premiums.
I see a previously undisclosed shipping charge of $20 (less a nickel) for the HD-DVR - which is total BS as the contractors have them in the back of their vans.
I see a charge for the HD-DVR - which is for the full price, not that which I'd painstakingly negotiated with a 25% Discount.
Then
I
See
A charge of $100 for installation.
So I call D* back. I give them an earful, no swearwords, no bad language. But the basic message is this:
Me: Undisclosed charges - never revealed through 3 calls, all of which you recorded.
Them: Oh.
Me:It is Unprofessional, Unethical and probably illegal bait & switch in some states.
Them: I'll have to speak to my Complaint Resolution Supervisor ...
:: Hold
:: More Hold
Them: The HD-DVR is free - OK?
Me Ah, hah.
Them: No Shipping Charge - OK?
Me - OK
Them: Credits and Free Premiums remain, Install Charge remains.
(I'm guessing they have to pay the installer / contractor)
Me - OK
Them: Goodnight
Me: Yeah - Sure.
As they are now out of pocket, I'll take mercy.
I like it when customer service works so fucking smoothly. :tongue2:
