I don't doubt that is what they told you but in reality your offered up to one "deal" per year. For instance, the last 4 years their "upgrades" varied in what I got from them and it's also based on if your an "A" list customer or not.
Last year when I called to cancel DTV, the first CSR barely offered me a regular HD Receiver and free HBO for 3 months. When I said no, I was transferred to their Retention department. That is where the real negotiating begins. Even last year, there "final offer" was an HD DVR with reduced cost on NFL Sunday ticket and $99 dollars shipping and free 3 months of HBO. When I still said "no....that isn't enough to get me to stay".....then they made another "final" offer.
I ended up getting 2 HD DVR's, Reduced NFL Sunday ticket, Free NFL Super Fan, $49.99 shipping total and 3 months of HBO. The year before that I got almost the exact same deal. The 2 years before that I took the first Retention Rep offer because I was only looking to get one additional receiver.
It stinks you have to play the game but it has worked for me for years.