Announcing the Coupon Diaries
When I started this lj, Max wanted me to call it The Coupon Diaries, because I am a top-notch consumer, and your worst nightmare if you are en evil business or incompetent employee.
Today, I will regale you with my triumph over the assholes at DirecTV. This has been a 6 month battle and I launched my shock and awe attack last week,. Guess who won last night???
Background:
Ethan has been a hold out against Tivo. I wanted to buy lifetime Tivo straight from the company, but you have to buy through DirecTV and pay them monthly, of course, and if you buy an outside receiver, it won't talk to your DirecTV system. I've been slowly wearing him down over a year-and-a-half period. Our friends mock us because we watch TV the old fashioned way.
Feb 2006:
I called DirecTV and asked about a DVR upgrade. They told me that I could get one for $99, but I would get a rebate for $99. It was like $15 in shipping, but if I bought it myself at Best Buy, then no shipping, full rebate, zero out of pocket cost. Being the Consumer Nancy Drew that I am, of course I wanted to save my fifteen bucks, so I thanked the rep and got off the phone to try to convince E to go with my plan.
Mar 2006:
I realize that we'll never get around to buying it in person, so I call just to have the damn thing shipped. Rebate offer has expired and I am advised to try back later to see if they offer the special again.
Apr, May, Jun 2006:
I call every month, but there is no rebate offer.
Jul 2006:
At this point, I see that NEW customers get a complete rebate on their DVR. I have been a customer for THREE FREAKIN YEARS! I can cancel at any time without penalty. I decide that I am entitled my DVR, and I WILL get it.
I call in and request a DVR with rebate. They tell me that I will get NO rebate AND I will be obligated for another two years. My position is that I am happy to sign on for another 2 years, but they should comp me the DVR in exchange for me committing to them. Hello??
I'll tell the story of my experience with phone representatives via excerpts from my scathing letter to DirecTV:
#1: Just this evening, I was told that "New customers get that package and you aren't new." I explained my position--that loyalty should be rewarded, and that it at this point competitors are offering better deals on DVRs. The rep seemed not to care about losing a customer at all. I asked what my incentive was to sign up for another 2 years if I had to pay for the equipment, and the rep kept repeating that I wasn't a new customer. I asked for a supervisor, waited on the phone for five minutes, and was disconnected.
#2: I called back and asked for a supervisor, and I was transfered to a message that said all team leaders were busy and I should call back later. I was then given a busy signal.
#3: I called back a third time this evening and finally got a supervisor who said the the installation team could give me a more attractive deal. I was transfered. However, the rep I spoke to in installation was rude and unhelpful. She kept stating "You got a deal when you were a new customer, and so other people are getting a deal now. The equipment was different when you signed up." I tried to point out that from my point of view, I should go to a competitor because I am being "punished" by being a loyal customer, and I could get a better deal as a new customer. She curtly said, "Well, that would be YOUR choice."
I am dismayed that your organization cares so little about keeping customers happy. Most other companies care about customer loyalty in addition to expanding their business.
I am asking one last time that you consider making a more favorable offer. I will recommend friends use other services if my request is not satisfied.
Sincerely,
Jessica
Yesterday: A very, very apologetic customer service rep called me, said he would be looking into the case histories of the representatives I dealt with on the phone, and said that I was a loyal customer who deserved a new DVR at no cost. My new DVR is being installed on Saturday morning.
Today, I will regale you with my triumph over the assholes at DirecTV. This has been a 6 month battle and I launched my shock and awe attack last week,. Guess who won last night???
Background:
Ethan has been a hold out against Tivo. I wanted to buy lifetime Tivo straight from the company, but you have to buy through DirecTV and pay them monthly, of course, and if you buy an outside receiver, it won't talk to your DirecTV system. I've been slowly wearing him down over a year-and-a-half period. Our friends mock us because we watch TV the old fashioned way.
Feb 2006:
I called DirecTV and asked about a DVR upgrade. They told me that I could get one for $99, but I would get a rebate for $99. It was like $15 in shipping, but if I bought it myself at Best Buy, then no shipping, full rebate, zero out of pocket cost. Being the Consumer Nancy Drew that I am, of course I wanted to save my fifteen bucks, so I thanked the rep and got off the phone to try to convince E to go with my plan.
Mar 2006:
I realize that we'll never get around to buying it in person, so I call just to have the damn thing shipped. Rebate offer has expired and I am advised to try back later to see if they offer the special again.
Apr, May, Jun 2006:
I call every month, but there is no rebate offer.
Jul 2006:
At this point, I see that NEW customers get a complete rebate on their DVR. I have been a customer for THREE FREAKIN YEARS! I can cancel at any time without penalty. I decide that I am entitled my DVR, and I WILL get it.
I call in and request a DVR with rebate. They tell me that I will get NO rebate AND I will be obligated for another two years. My position is that I am happy to sign on for another 2 years, but they should comp me the DVR in exchange for me committing to them. Hello??
I'll tell the story of my experience with phone representatives via excerpts from my scathing letter to DirecTV:
#1: Just this evening, I was told that "New customers get that package and you aren't new." I explained my position--that loyalty should be rewarded, and that it at this point competitors are offering better deals on DVRs. The rep seemed not to care about losing a customer at all. I asked what my incentive was to sign up for another 2 years if I had to pay for the equipment, and the rep kept repeating that I wasn't a new customer. I asked for a supervisor, waited on the phone for five minutes, and was disconnected.
#2: I called back and asked for a supervisor, and I was transfered to a message that said all team leaders were busy and I should call back later. I was then given a busy signal.
#3: I called back a third time this evening and finally got a supervisor who said the the installation team could give me a more attractive deal. I was transfered. However, the rep I spoke to in installation was rude and unhelpful. She kept stating "You got a deal when you were a new customer, and so other people are getting a deal now. The equipment was different when you signed up." I tried to point out that from my point of view, I should go to a competitor because I am being "punished" by being a loyal customer, and I could get a better deal as a new customer. She curtly said, "Well, that would be YOUR choice."
I am dismayed that your organization cares so little about keeping customers happy. Most other companies care about customer loyalty in addition to expanding their business.
I am asking one last time that you consider making a more favorable offer. I will recommend friends use other services if my request is not satisfied.
Sincerely,
Jessica
Yesterday: A very, very apologetic customer service rep called me, said he would be looking into the case histories of the representatives I dealt with on the phone, and said that I was a loyal customer who deserved a new DVR at no cost. My new DVR is being installed on Saturday morning.