DirecTV has the worst customer service Rant

[danman71]

I am a long time DirecTV customer (since 1995).

My HR-20 700 which I have had since the fall of 2006 died tonight. It froze up and then started making the horrdendous rotating rattling sound. I believe a cooling fan (or the hard drive) has gone bad and the unit is overheating. It would not shut off. The red button reset wouldn't work, so I finaly pulled the power plug.

I then called customer service. After listing to useless automated suggestions for about ten minutes, I finally got a person. The initial lady I spoke with was polite and helpful and said they would send a replacement, but I had to pay $19.95 shipping. (Annoying, but okay). I asked her to be sure and send a replacment HR-20 and not an HR-21 as I needed the OTA tuner in the HR-20 since DirecTV doesn't yet carry my locals in hi-def. That was the where the problem began. She said they had no way to specify that, and that I would receive either a refurbished HR-20 or HR-21. I asked if there was any way to request a specific model? She said no, but she would talk with a supervisor.

I waited on hold about another 10+ minutes and then a supervisor comes on. He seems annoyed that I am speaking with him. He says their software has no way to request a specifc replacement or even to add a note of any kind. I explain that I cannot get my HD locals via DirecTV (yet anyway) and that I need the replacement to be an HR-20 and not an HR-21 so I can still get my HD locals OTA. He says that I will get either an HR-20 or HR-21 and that I have no choice. I explain to him that if I get an HR-21, I am going to call and ask that it be replaced again as it wouldn't be as fully functional as the HR-20. He tells me it might take 5 or 6 tries to get me an HR-20 instead of an HR-21 and they won't do that. He says they will only send me 1 replacement and that if it is an HR-21 instead of an HR-20 then that is just too bad. I would not be allowed to return it again and I would be required to pay the shipping. He evens go so far to say he is noting on my account that I can't return the HR-21 if that is what they send me.

I had been polite up to this point. However, I am getting really ticked off by how rude this guy is. I pointed out that the HR-21 was not fully comprable to the HR-20 as it lacked OTA tuners and ability to record OTA. Further it was a $100 cheaper. I asked if did get a replacement HR-21 instead of the HR-20 would I get $100 credit for the difference? He says that their service agreement only requires that they give me a comprable unit, not the same model. He explains their definition of comprable was that they would basically give me whatever they wanted to, that OTA functionality and recording wasn't in the user agreement. He said I would still get my locals in SD and that was good enough.

At this point I mentioned that I could cancel my DirecTV service and call Dish. He starts being a little nicer at this point (but not much). He says I could go get a HR-20 through retail (such as Best Buy). However, I would have to buy it at full retail.

I ask if there is anyone above him I could be transferred to, and he says no. He says it wouldn't do any good. He asks me again if I want the replacement, but says I MUST take what they send regardless of the model. I told him no for now, that I would call back.

Anyone know how to get an HR-20 replaced with an HR-20? Of know of another number I should try?

[KneeDragger]

from what ive read, i dont think so. I wonder if you could make a service call and have the tech replace it with one of theirs? I can almost guarantee you'll get an HR20

[RobertE]

from what ive read, i dont think so. I wonder if you could make a service call and have the tech replace it with one of theirs? I can almost guarantee you'll get an HR20

The OP will get whatever the tech has on hand. For example, right now we have HR21-100s, two weeks ago it was a mix of refurbed HR20-100s & new HR21-200s. You get what you get.

[MrDDT]

Danman71... I went thru an upgrade/replacement with DirecTv just last week. Totally botched job from start to finish (long, sad story but cutting to the chase... I cancelled my 10 year plus account with DirecTv and am now going to Dish). I did learn one thing that might help you cut down your time in getting to a DirecTv rep, tho. Call 800-531-5000 and after you confirm the telephone number on your account, the automation asks you to state your problem. Simply say the word INSTALLATION and you will immediately hear the automation say it will transfer you to an agent. Worked for me every time. And here is the added kicker for you: On the 4th day of this hassle, I finally got DirecTv to agree to ship me a replacement DVR for the HR21-100 that didn't function on the initial upgrade. I received a refurbished HR20-100C-R. I still have the unit sitting on my coffee table awaiting the return box. Too bad I can't just send the thing to you.

[Hansen]

You need to talk with customer retention. Say "cancel" at the voice automated prompt and it will transfer you to a retention CSR. I'm not suggesting that you actually cancel or even threaten to do so, but this will get you to CSRs that are better equiped to help you with this issue. I have read that they can note what receiver to send and they are trying to send same model replacements, ie HR20 for an HR20.

[highheater]

I'm surprised there are not 5 people telling you how you really don't need OTA. That's the gospel when they released the HR 21s and the subject of future availabilty came up.

Are you aware that there will be an add-on piece of equipment (AM21) that will allow the HR21 to recive OTA signals? Unfortunately, it will not be avilable until sometime this summer.

I use OTA for all my locals that are not in HD and for the time being and pass the signal directly to the TV (if you have an included tuner) until the AM 21 becomes available this summer (at an additional cost).

If you don't have an included tuner in your TV, there is really no other solution with the HR21 for now.

Maybe we'll get some of the same people telling us that people like yourself are just a miniscule number that Direct TV really has no business interest in providing a solution - at least on your timeline.

Making HR20s scarce before having the AM21 ready was poor planning on the part of Direct TV.

[diggerg56]

(snippped)

Anyone know how to get an HR-20 replaced with an HR-20? Of know of another number I should try?

I realize there's still no guarantees but I've had 3 HR-20 units replaced in the last month and a half and I've always gotten an HR20 as a replacement. The CSR I talked with yesterday told me they have a very large supply on HR20's (refurbs of course) and that in her experience with activating units that are being replaced 90% of them are HR20 units.

[TigersFanJJ]

It sounds to me like they were very patient in explaining the policy (several times). They even went as far as to explain the reason why the policy is in place. It sounded like they provided great customer service. Just not what the OP was wanting to hear. :nono2:

[SDizzle]

It sounds to me like they were very patient in explaining the policy (several times). They even went as far as to explain the reason why the policy is in place. It sounded like they provided great customer service. Just not what the OP was wanting to hear. :nono2:

I agree that they explained the policy, however, to the OP HD locals are important, as they are to me as well, and the supervisor was being rude about it. If you are in an area where HD LIL is not available, then the OTA is a big deal! If you bypass the HR21 and use the tuners in your TV, you still can't record HD locals! And for most of us here on DBS, we live by DVRs, not watching live on the TV tuners..........:nono2:

[danman71]

Thanks everyone for the suggestions. I called and spoke with our local DirecTV rep today and they are going to make the request for me. They said if get an HR-21 instead of an HR-20, they will work with me to get it swapped.

I would gladly take an HR-21 if they also gave me an AM-21 also as that would retain the functionality I have with my current HR-20 unit. Since I paid $300 for the HR-20 and a monthly lease fee, I think it reasonable to request a replacement that also gets OTA since that is one of the main reasons I bought this model.

It seems ridiculous that since they have refurbished HR-20's as well as HR-21's that they can't send the HR-20's to people who need the OTA in the markets where they don't yet carry the high-def locals.

[TigersFanJJ]

I agree that they explained the policy, however, to the OP HD locals are important, as they are to me as well, and the supervisor was being rude about it. If you are in an area where HD LIL is not available, then the OTA is a big deal! If you bypass the HR21 and use the tuners in your TV, you still can't record HD locals! And for most of us here on DBS, we live by DVRs, not watching live on the TV tuners..........:nono2:

I know what it's like not to have HD LIL available and they are very important to me, as well. However, it doesn't change the fact that you aren't guaranteed a certain model. Only a certain type, such as a DVR, HD, HD-DVR, or standard IRD.

How was the supervisor being rude about it? Because the supervisor noted the account that the customer admitted that he was going to abuse the system until he got what he wanted?

[jessshaun]

I know what it's like not to have HD LIL available and they are very important to me, as well. However, it doesn't change the fact that you aren't guaranteed a certain model. Only a certain type, such as a DVR, HD, HD-DVR, or standard IRD.

How was the supervisor being rude about it? Because the supervisor noted the account that the customer admitted that he was going to abuse the system until he got what he wanted?

I disagree... It sounds to me like the supervisor was being VERY rude from what I can read from the post. HOWEVER... to the OP, unfortunately, the supervisor and everyone else is correct. The ONLY way to be guaranteed an HR20 over an HR21 is to find one at retail.

Lately, I do feel that customer service has been getting poor, BUT Directv's customer service is still better than Mediacom's, and Dish's customer service combined.

[Incompetent]

If you dont get something that you want on the first try, call again!

Trust me it works.

And Yes it seems D* seems to be going through some sort of problem with their CSRs. I imagine that they contract these companies out. When one call center gets to be very good at what they do, perhaps D* find someone else cheaper and the vicious cycle of n00b CSRs start again?
It seems at least they have a few dedicated call centers.

Also, what time did you make the call? It seems the better CSRs are available during normal hours, whereas anyone who calls later in the evening gets contracted out CSRs (perhaps overseas?)

[Sharkie_Fan]

I haven't had to go through replacement, but, IIRC, it was said somewhere here at one point that they had an inventory of HR20s at DirecTV which were to be used as replacements. They may not have a way in their system to request a specific model, since it seems their policy is to NOT allow you to request a certain receiver.

However, I'm pretty sure it's been said that the inventory on hand was so that they could swap out receivers with like models. I'll see if I can find where that was said, and when, etc, etc...

[runyon27]

I know what it's like not to have HD LIL available and they are very important to me, as well. However, it doesn't change the fact that you aren't guaranteed a certain model. Only a certain type, such as a DVR, HD, HD-DVR, or standard IRD.

How was the supervisor being rude about it? Because the supervisor noted the account that the customer admitted that he was going to abuse the system until he got what he wanted?

He was being rude by not trying to help out the customer. Does anyone honestly believe that their systems are so archaic that they can't make a 10 character note to order the correct model dish, yet they can make all sorts of notes during the initial setup and install of what you need and what channels you get. The customer support at D* is horrendous and is NOT customer centric. Customer supports job is to be an advocate, a voice for the customer to the company, not a brick wall.

[TigersFanJJ]

Does anyone honestly believe that their systems are so archaic that they can't make a 10 character note to order the correct model dish, yet they can make all sorts of notes during the initial setup and install of what you need and what channels you get.

Yes, I do believe that. They do not have it set up to where you can order a specific model. All you can do is order a specific type. This is coming from someone who, unfortunately, has to deal with their system every day.

[brucegrr]

The original poster expected OTA as a basic part of his Directv service. It is reasonable for him to expect similar equipment when it is replaced. We are not talking about equipment that is ten years old and obsolete. Directv has the equipment and could easily meet the customers need.

Yes I know they are a big company. Surely there could be a procedure, in cases like the OP, where the warehouse could be notified of a specific equipment need. That is............if it is really important for Directv to retain customers.

The bigger problem is that we as Americans have come to accept this type of treatment and service as normal. That's why we are shocked when we get a CSR that actually tries to help us and take care of our REASONABLE request.

[DishCSR]

He was being rude by not trying to help out the customer. Does anyone honestly believe that their systems are so archaic that they can't make a 10 character note to order the correct model dish, yet they can make all sorts of notes during the initial setup and install of what you need and what channels you get. The customer support at D* is horrendous and is NOT customer centric. Customer supports job is to be an advocate, a voice for the customer to the company, not a brick wall.


yes the software really is that archaic,,and I also don't believe the sup was being rude, just explaining why it can't be done, since this was not want the op wanted to hear, he feels he was being rudely treated. When in reality what the sup told him was 100% true . NO One can order a specific model,not even retention, because it's simply not built into the ordering system . What we can do (if it's an upgrade not a replacement) is put a note on the work order to please bring a certain model, if possible, but since this is only a note on the work order, not an actual line item there is no way to guar that the warehouse of the hsp fullfilling the wo will have one avail, now a replacement on the other hand, is created differently, it's shipped to the customer and therefore no "work order" is created, but still there is no way to request a specific model from the warehouse...

[DishCSR]

Yes I know they are a big company. Surely there could be a procedure, in cases like the OP, where the warehouse could be notified of a specific equipment need. That is............if it is really important for Directv to retain customers.

.

that's too much like right....lol. but seriously there really is no way that can be done

[Upstream]

DishCSR -- If DirecTV has failed to upgrade archaic systems and create procedures to allow them to meet simple customer needs, doesn't that fall into the category of poor customer service by the company?