Advice on the DTV hierarcy?

[PTravel]

Hi. DBSTalk newbie here, but 10-year DTV customer.

Three weeks ago, I bought an HD TV and, based on my long and positive experience with DTV, called to order HD service and an HD DVR. I won't detail the nightmare that ensued, other than to say it involved a mis-shipped SD DVR, four defective HR20-100s, two installer visits and approximately 30-40 hours on the phone (most of it on hold or navigating the incredibly annoying phone tree) to finally get to a fully-functional HR20-700.

Today, two things happened: First, for a period of about 20 minutes, I lost a number of HD channels. Reviewing the satellite signal strength, I noted transponder values between 12 and 60 for 99(b), and between 20 and 45 for 103(b). Overall signal strength for 99(b) is 11% and for 103(b) 60%. Next, I received a bill with numerous credits and debits that, after 20 minutes or so of deciphering, reflected a charge for 2 leased receivers when I only have 1, and failed to reflect the courtesy credit for HD that had been promised to me by two supervisors in my previous calls.

I called DTV and spoke with someone who identified herself as "Amy" (no last name given). After a few minutes of the usual run around, she finally acknowledged that it is an install problem and agreed to send out another installer (and a different installer than last time, as he had a pronounced attitude as well as questionable competence). The trouble started when I asked about my bill. The conversation went something like this:

Me: The bill shows charges for two leased receivers and three owned receivers. I own three receivers, but I only have one leased receiver.

Amy: Our computer shows you had a leased received disconnected on Wednesday.

Me: That's incorrect. I have never had more than one leased receiver. I had to go through 5 HD receivers before I got one that wasn't defective. However, there's never been more than one connected at a time.

Amy: Our computer shows you had a leased receiver disconnected on Wednesday.

Me: I just told you -- I've been through a number of defective receivers, but there's never been more than one connected at a time.

Amy: Well that's not what our computer says.

Me: I don't care what your computer says -- it's wrong. I've just told you that I only have one leased receiver.

Amy: So our computer is lying?

Me: You computer is wrong. Are you suggesting that I'm lying?

Amy: No, but our computer says that you had a leased receiver disconnected on Wednesday despite what you say.

Me: Who do you think you are? I'm not speaking to you any more. You're rude and insulting. Give me your name and get me a supervisor.

Amy: My name is "Amy" and I am a supervisor. And I'm denying you credit for the second leased receiver.

Me: Then cancel my service right now.

Amy: Fine. You do understand that you have a 2-year agreement and there's an early termination fee for disconnection.

Me: Then sue me. You haven't provided the service for which I contracted. YOU are in breach.

Amy: We can still charge you.

Me: I'm a lawyer. Don't even try to debate contract law with me. Who else can I speak to?

Amy: There's no one you can speak to right now.

Me: When can I speak to someone else?

Amy: Monday.

Me: Fine. [And I hung up}

So, how do I get to someone with some intelligence AND authority? Each of the 4 times I've spoken with someone denominated as a "supervisor" took at least one to two hours on the phone before I finally got high enough in the pecking order to get someone who could actually take responsibility for the situation. I have little desire to do this again.

Suggestions welcome.

[harsh]

Suggestions welcome.1. Never attempt to argue billing issues on a Sunday.

2. Next time you call, you might ask if there are any nasty notes on your account.

3. Don't bother playing the cancellation card. They know they have you by the short hairs with the programming commitment (the up-front investment in an HD DVR keeps those that paid one beholden also).

4. Ask for receiver ID's of the receivers in question and activation statistics on them. If you've been given RGA numbers, you should be able to show that the receiver was pegged as defective.

5. Remember to only discuss the facts as you see them. Suggesting that their computer is wrong is a losing gambit. You have to demonstrate that someone entered in the data incorrectly. Suggesting that your current CSR is feeble minded and powerless doesn't inspire cooperation necessary to getting you to the next level.

6. Ask for the CSR's unique employee ID. A first name isn't going to get you very far.

7. Always, always, always keep track of return shipping information until a return is acknowledged.

[gulfwarvet]

when you call select the cancellation option, that will get you directly to Customer Retention Department. this will Bypass the front line CSR's. as Harsh has stated they might decide to call your bluff, now as a note Retention is not open on Sundays. so try to call first thing Monday morning.

[PTravel]

1. Never attempt to argue billing issues on a Sunday.

2. Next time you call, you might ask if there are any nasty notes on your account.Ah, thanks. Will do.

3. Don't bother playing the cancellation card. They know they have you by the short hairs with the programming commitment (the up-front investment in an HD DVR keeps those that paid one beholden also).I am fully prepared to cancel. My building receives Times/Warner cable and was just wired for Verizon FIOS. It's true, I'd lose my investment in my SD DVRs, but I can recoup part of that by just selling them on eBay.

4. Ask for receiver ID's of the receivers in question and activation statistics on them. If you've been given RGA numbers, you should be able to show that the receiver was pegged as defective.That's great advice. I love this board! :)

5. Remember to only discuss the facts as you see them. Suggesting that their computer is wrong is a losing gambit. You have to demonstrate that someone entered in the data incorrectly. Suggesting that your current CSR is feeble minded and powerless doesn't inspire cooperation necessary to getting you to the next level.I was never anything other than polite to the CSR. My recitation of our conversation doesn't carry the tone of her communications -- she called me a liar, and I don't accept that from any vendor.

6. Ask for the CSR's unique employee ID. A first name isn't going to get you very far.More good advice, thanks!

7. Always, always, always keep track of return shipping information until a return is acknowledged.How should I best do that? I've got four receivers sitting here in my living room, ready to go back tomorrow using the shipping labels that DTV provided. I guess I can record the FedEx shipping numbers, but I'm not sure how I can obtain proof of delivery -- they're all on DTV's account numbers.

[PTravel]

when you call select the cancellation option, that will get you directly to Customer Retention Department. this will Bypass the front line CSR's. as Harsh has stated they might decide to call your bluff, now as a note Retention is not open on Sundays. so try to call first thing Monday morning.Pefect, thanks! As I indicated, I'm not bluffing. I'm really not sure what has happened to DTV. In the 10 years I've had service, I haven't had to call them more than 2 or 3 times -- bills have been accurate and the satellite service was rock-solid. I had never even considered an alternative when I bought my HD TV. In the last 3 weeks, I've probably spoken to more than a dozen reps. Most have been nice and all (except "Amy") have been polite and professional. However, I've never had so much trouble obtaining technical service from a vendor in my life -- they've made Comcast Cable look good! Frankly, I'd rather take a net loss on my SD DVRs than continue to deal with this kind of minimal competence. For instance, though I'm hardly a satellite TV guru, I seem to know more than many DTV employees. The installed had to come back a second time because, after the first installation, I wasn't getting the new satellites. I had to tell him that I thought I needed a new multiswitch in order to receive them. His response? "Oh, yeah -- you're right! Good catch! I'll bring one out."

[Tom Robertson]

You can review the receiver numbers on your account online at directv.com to see what all is listed. By comparing that to the ones you have and the ones you have in return boxes, perhaps you can find the mistake that has been made.

Yes, record all the FedEx shipping numbers, you can track delivery regardless of who's account.

Good luck, I hope you resolve this before you have to leave DIRECTV and therefore most likely the forums.

And lastly, welcome to the forums! :welcome_s

Cheers,
Tom

[harsh]

I guess I can record the FedEx shipping numbers, but I'm not sure how I can obtain proof of delivery -- they're all on DTV's account numbers.Tracking goes both ways. Within 24 hours of FedEx picking up the packages, you should be able to use the number on the label to track the progress of the returns.

The tracking page is: http://fedex.com/Tracking?cntry_code=us

Ask the FedEx person if you can't figure out which number is the tracking number.

[davring]

I would be willing to bet that any/all of those "defective receivers" would work just fine if attached to a properly aligned dish with the correct multiswitch. Bad installations acount for 95% of all installation problems, IMHO.

[JLucPicard]

I would make a list of the receiver numbers you are returning and the corresponding FedEx tracking number for that particular receiver number in case any of the four get there much later than the others. And if each access card stayed with the receiver it originally came with, I would record that with the appropriate Receiver & FedEx tracking numbers so for each box you return you have the corrsponding receiver/tracking/access card numbers for that particular box. The numbers you will see on-line in your DirecTV account activity will be the card numbers.

[PTravel]

I would be willing to bet that any/all of those "defective receivers" would work just fine if attached to a properly aligned dish with the correct multiswitch. Bad installations acount for 95% of all installation problems, IMHO.I'll bet you're right. One of the HR20-100s had a bad problem with popping audio on DD 5.1. However, the rest of them had problems receiving some of the HD channels.

I would make a list of the receiver numbers you are returning and the corresponding FedEx tracking number for that particular receiver number in case any of the four get there much later than the others. And if each access card stayed with the receiver it originally came with, I would record that with the appropriate Receiver & FedEx tracking numbers so for each box you return you have the corrsponding receiver/tracking/access card numbers for that particular box. The numbers you will see on-line in your DirecTV account activity will be the card numbers.And that's exactly what I've done.

Thanks, everybody!

[trixie05]

As Tom Robertson said look the iformation up online and compare the number to the active one on the house, then send an email to D* with all the exact receiver info for the extra receiver active on the account and they will disconnect it off the account . Also send any known dates for the amount of time this extra charge has been on your bill so they can adjust your bill for the time its been charged till the day its removed. Just send a straight forward email with the whole story attached and they will do it for you and it will be done with. Also all the other ifnromation given is great as well but if you dont want to spend the rest of your life on the phone send a email. :)

[funners]

remember when they add a replacement you'll get a partial month charge *mirroring fee* for the rest of the billing cycle then you'll see a full charge for the upcoming month.... then you would see a credit for the one that was disconnected..partial month.... you might be seeing 5 charges but one of those might just be a partial for the one replacement itself..

easy to miss ... I see it alot... .just a suggestion... what matters is what the full month charges show... then you'll know what the system says you have active and what's suppose to be leased or owned etc etc "according to the system"

[kaysersoze]

when you call select the cancellation option, that will get you directly to Customer Retention Department. this will Bypass the front line CSR's. as Harsh has stated they might decide to call your bluff, now as a note Retention is not open on Sundays. so try to call first thing Monday morning.

Retention is open everyday

[PTravel]

Yesterday, I had a very pleasant call from someone at DTV. All issues are resolved and I'm a happy customer again. Apparently, the CSR I had spoken with in this thread is just one bad apple. I was, frankly, quite impressed that DTV had people who cared enough to contact me.

Happy ending! :)

[Greg Alsobrook]

Yesterday, I had a very pleasant call from someone at DTV. All issues are resolved and I'm a happy customer again. Apparently, the CSR I had spoken with in this thread is just one bad apple. I was, frankly, quite impressed that DTV had people who cared enough to contact me.

Happy ending! :)

good deal! glad to hear everything worked out. BTW... I also enjoyed reading your 'script' with the CSR... nice documentation! please feel free to come back with any more questions you may have.

[Grip Gambler]

Good to hear you got things straightened out!

On another note, cancelling a good service because of one bad representative .... is it really worth it? With as many customers as DTV has, they must have thousands of customer service representatives, and no matter who the company is or how strict they are with their business practices... there will always be some people who are the "bad apples" and it just takes time to weed them out, while in the mean time others are slipping in.

If someone is being rude to you, or you think they are giving inaccurate information then just ask nicely for a supervisor. If they give you anything but tell you that they'll be right back with one, then just hang up, cool down a little, and call back. You will get someone else, and most likely someone who will leave you being a satisfied customer.