The TV service business industry is extremely competitive. Because of this, companies like DirecTV, may lower your monthly rate and give you perks to keep you as a customer. All you have to do is research a little about the current deals going on, and ask if you can take advantage of those deals.
Step 1: Research and Know What You Want
Research the deals and promotions going on for TV service in your area. This can include DirectTV promotions as well as competitors such as Cox, Dish, and Comcast. The point is to have a good objective base to discuss with DirecTV.
Example of Promotions
- Free Channels (HBO, Sunday Ticket, etc.)
- $19.99 a month for bundling
- No extra fees
Step 2: Call DirecTV Customer Service
They can be reached at 1-800-851-5000. Press option 2 to go to the service center. Greet the representative by name and state you'd like to take advantage of a promotion or that you would like to disconnect your service as a competitor has a better deal. They will then ask you for your information to find your account.
The representative will typically say that they are sorry to hear that, and should transfer you to the retention department. That department may give away promotional offers, such as lowering your bill or free channels, to convince you to reconsider and stay with DirecTV.
Call Multiple Times
Sometimes when you call, the representative may not be in a nice mood. Call more than once as another one may be more willing to work with you on a deal.
Step 3: Reject the Initial Offer
Say "maybe" to hear about their promotional offer. They will usually offer a low promotion, but reject this answer. Instead talk about the other promotions by competitors and how it just doesn't make sense for you to pay just that much less a month.
Step 4: Talk Them Down
Once you have them offering more after their first offer, tell them all about the research you did and how it makes more sense for you to change providers. Each time you talk, gradually ask for more promotions.
Try, Try Again
If you don't like what you're hearing, tell the rep you need to think about the new incentives. Not wanting to lose you, they may offer more promotions to keep you on the phone. If they do not, ask how to contact them again. Call back in a few hours or the next day and talk again.
Step 5: Close the Deal
Go over the final offer with the rep. If anything you want has been left out, you need to bring it up now. Ask for a confirmation number and email of the phone conversation in case the bill needs to be disputed.