CSR Roulette

[willis3]

I just called D* to find out if there were any deals to be had on a R15. The CSR said best deal was $99.00 plus $19.95 shipping.
I was thinking of playing CSR roulette and trying again. Heres the question do they keep notes so the next CSR will know I just called?

[Upstream]

I would imagine the are supposed to keep notes.


But since I have to repeat the story to everyone I talk to when I have a problem, I think that most CSRs either don't keep notes, keep poor notes, or don't read them.

[Earl Bonovich]

As Upstream noted.

They have been updating their system and procedures... to eliminate CSR Roulette

Deals are dictated by multiple factors about your account

[CJTE]

Notes are definetly kept.
I called in to have a CSR look up a RID number for me from ebay and he said he wasnt authorized to do so, upon further investigation I learned that another CSR had put a note on my account about how I was trying to commit fraud and yaddi yaddi.
A few emails later, D* said they couldnt remove the note from my account, but, had noted my account with an alert to ignore the previous comment.

If you want a DVR, they're $99 plus S&H. Wether or not you have a tech come out and hook it up is up to you.
If you want to talk to talk to retentions, have at it.

[n3ntj]

Regarding CSRs supposedly making notes about prior calls... I have called D* several times about receiver, package, etc. issues and needed to call back later. Several times (including last Friday) I called, the CSR I spoke to claimed to see nothing in my account about the prior call, although I specifically asked the CSR on the prior call to note why I was calling and to note whatever the CSR told me (such as a special offer offered to be). I don't think making notes from every call is a standard thing for CSRs. Personally, I have seen the lack of proper notes at least 5 times in the past 6 months.

[beavis]

Are CSR's supposed to leave comments on every call? Yes.

Does it always happen? Nope.

[Pink Fairy]

It definately does not happen all the time, even though it is supposed to. Which can be frustrating, especially if you are making multiple calls regarding a technical issue.

[SDizzle]

Is the "DVR4U2" code on D*'s website no longer working??

[Pink Fairy]

No, it is now saying it is expired. I can't say I blame them from taking it off, since plenty of people have been using it.

[SDizzle]

No, it is now saying it is expired. I can't say I blame them from taking it off, since plenty of people have been using it.

Yep...............MANY AROUND HERE:lol: :lol: :lol: :lol:

[Pink Fairy]

~laughs~ That is exactly why I said that :P

[ToiletKitty]

Yes, CSRs are supposed to note everything. But sometimes, notes are a little vague. I suppose that in your acct, the note for the first dvr inquiry call was something like: "interested in dvr, edu about price" nothing too explicit.

[Herdfan]

They have been updating their system and procedures... to eliminate CSR Roulette

Deals are dictated by multiple factors about your account
Well the first step toward fixing a problem is recognizing the problem exists, so good for D*.

As to the deals, if they are determined by factors on accounts, will the best deal available to a customer automatically be offered? Or will someone who is willing to invest the time to keep trying a possibly get a better deal only to come here and post it and thereby "encourage" others to keep trying.

If D* wants to limit the "deals" to certain customer factors, then they need to be willing to give the best deal upfront, or let the customer walk.

[CJTE]

Well the first step toward fixing a problem is recognizing the problem exists, so good for D*.

As to the deals, if they are determined by factors on accounts, will the best deal available to a customer automatically be offered? Or will someone who is willing to invest the time to keep trying a possibly get a better deal only to come here and post it and thereby "encourage" others to keep trying.

If D* wants to limit the "deals" to certain customer factors, then they need to be willing to give the best deal upfront, or let the customer walk.

For the most part, its best deal up front, Thats why some customers got $0 HDDVRs, and some got $299.
The ones who originally heard the $299 usually fought with the CSR to get it down, at which time the CSR would credit them a service/monitary value towards the equipment. But there are a few refrences around the threads here that CSRs are really cracking down, something about credits literally being limited or some such.

[Upstream]

Unfortunately, if DTV screws something up on your account, and then gives you a credit to fix their error, the credit counts toward your limit. So a good customer who has credits for billing errors will not get the upgrade discount everyone else gets. Sort of like DTV screws you three times: once when the make the mistake on your account, again when they make you jump through hoops to get the mistake fixed, and a third time when they don't give you the discount you would otherwise be entitled to.