CSR From H**L

[ronsanjim]

I usually post only great things about my CSR experiences. Such was not the case yesterday. I couldn't manage a switch on D's website and was forced to call a CSR. A royal screw up from another country....I won't say which. He made my requested package change, but in the process deleted my MLB EI.I called back, and lucky me, he was on the line. I explained the situation, he promptly authorized me for MLB after I explained I had made 3 payments for MLB EI since Feb.

Whenever I make a change to my account, I always verify what has transpired by looking at my account online. This CSR started a NEW MLB EI subscription. I called back and requested this new EI be removed. The CSR talked with a Supervisor, and then stated no EI can be removed, for any reason, after the season begins. The supervisor gave me a credit of $189 plus tax to offset the charges that would appear on my billing. Unfortunately, they are charging me for the current EI price of $52.25 plus tax, so I'm still out around $21.

Today I made my 4th call about this error, trying to get an additional credit of $21. The CSR said everything will be corrected in the 2nd, 3rd and 4th EI billing, and that it would even out. I told her I didn't believe a word of it, but said I would see how the billing is next month.

This is the 3rd time I have made a program change, and each time the CSR has deleted my EI, requiring a phone call to have it turned on again.

[RobertE]

To the best of my knowledge, the only DirecTv call centers off shore are in Puerto Rico and the Philippines. They primarily handle Mas & After hours calls.

[davring]

Talking to people in this country does not ensure you will get someone who speaks English:)

[dodge boy]

I usually only loose my HD access when I call in... :D

[ronsanjim]

Just to update my post. I made another call, and this CSR promptly credited my account for the additional $21 that I was requesting. She also added free HBO to my account, I assume for 3 months.

Like I stated in my initial post, I usually post only good things about my experiences with Direct CSR's. This series of 5 or 6 calls has really left a bad taste. Our choices are quite limited here in the Ozarks, either Charter Cable (with no HD), Dish, or Direct. :(

[twguccu]

Same thing happened to me yesterday. Made the decison to drop Fox NY/LA (had a waiver from years ago when locals weren't available) to save $3.50/Mo. and lo and behold get home and find my MLBEI not authorized. I better not get a new billing for the activation.

It amazes me how incompetent these people are. I also tried to find a way to just delete the FOX channel online but couldn't do so. I picked up the phone knowing I would end up with something screwed up - just didn't know what until I got home.

[Ken S]

To the best of my knowledge, the only DirecTv call centers off shore are in Puerto Rico and the Philippines. They primarily handle Mas & After hours calls.

I think they have call centers in Latin America to handle that portion of their business...but I seriously doubt any US calls are being routed there.