Originally Posted by Sparkman87
Don't say everyone, I've been turned down twice for the discount. Calling one more time tomorrow.
There was a "general rules" posted that was written up....its really good:
1.) Call 1-800-DIRECTV during the day early in the week. Don’t call at night since they do have one outsourced call center and you don’t want that.
2.) When asked why you are calling at the first automated prompt, say “CANCEL SERVICE.” You’ll be asked by the automated prompt if you want to cancel some programming or your entire service, say again “CANCEL SERVICE.” All this does is direct your call to a Retention Department Customer Service Rep (CSR). You want Retention CSR’s only because they hand out credits and freebies like candy.
3.) Doing this connects you to the retention CSR. They won’t say “retention,” and likewise, you should never say anything about cancelling your service to a live person.
4.) For me, if I draw a male CSR, I usually hang up and start over since I find the female retention CSR’s are the best in terms of deals/credits. Some people find this extreme though and it’s not technically necessary.
5.) When you speak to them, be very friendly and naïve. If they offer you a great deal at some point, you should sound like you are blown away, not expecting it.
6.) Mention that you saw the deal that NFL ST is now included if you get the premier pkg and you want it. 99.99% chance they will respond that it is a new customer offer only, but if in the slight chance they let you get that, take it. It’s too good of a deal to pass up.
7.) Ask them something to the effect of “Money is tight this year, what can you do for me?” At this point they should make you an offer for NFL ST for this season. Anything from free all the way down to $10/month off for 6-12 months. If the deal offered is free or $250 one-time credit, take it and run. If not, proceed with next steps.
8.) If you get anything else that you don’t like, mention that you have some friends you know of who are getting a one-time $250 credit. This is 100% true, I have seen people’s account statements with this credit. Ideally that should get you the $250 credit or maybe something on the order of $200. You may also get other discounts or freebies that you can consider.
9.) If the deal at that point is awesome, confirm the deal with them and take it.
10.) If the deal is not that great, just tell them you need to think about what you are going to do this year for football and end the call.
11.) Start back at step 1 again if you passed on the deal from the first call. The offers will vary based on which CSR you get, what kind of mood they are in, and how much they like you, etc. Being friendly is key. Sometimes it takes several calls. Usually the best bet is try again the next day, although if it is closer to the beginning of the season, trying again in an hour or so is okay too.
12.) For future calls, you can say the same thing you have said before OR simply talk about how expensive it is, but you (or your wife) really wants it.