CindyJ
07-11-09, 10:08 AM
Watched a movie in Top Movies on 4 July. Usually when I watch a PPV movie it is on my online bill by the time the film is finished. Noticed on Monday that it still wasn't on my bill. Over the course of the week I have rebooted my receiver twice. System test shows no errors. On Demand and online caller id are both working. As of this morning still nothing on my bill.
Called D* customer service. The first person I spoke with had no clue what I was talking about. She kept offering to order the film again. Then when she finally understood that I had already seen the film she said "it will show up on your bill". When I insisted that it wouldn't without solving the issue that is causing the receiver to not report that I watched the film she said there is nothing she can do and I should just wait. I continued to insist that there is a solution and request that she transfer me to someone else. Finally she agreed to do so and when I was transferred, after several rings the call was disconnected. Called back and this time I got someone who was clearly reading from a script and sounded like she is likely in the Philippines. Even though I explained that I had already watched the film, this person also wanted to reorder it. After several more minutes of explaining she finally understood what I was saying. Her solution was to request a call back from the box. I asked when the last call back was. She said 5 July. So why didn't the PPV get reported on 5 July? Anyway.... she was going to request the call back. I am doubtful that will solve the issue.
The frustrating thing is that in both calls I explained that I have a phone line and Ethernet hooked up, that system test shows no errors and that caller id and On Demand are working. Both reps totally ignored this info. Probably because they had no clue what any of that means.
I'm probably going to have to call back. Any tips for exactly what to say to the automated system in order to actually get someone with a technical clue? I tried just asking for technical support. It then wants specifics. If you mention anything about PPV or Top Movies it sends you to someone who only knows how to order one. If you say any phrase that includes error, it sends me to billing. If I simply ask for customer service representative, it requests specifics. I've been unsuccessful with coming up with the right combination of words to actually reach someone with a clue.
Any idea of something that might fix the problem? I'd really love to avoid going back for another dose of CSR frustration.
Called D* customer service. The first person I spoke with had no clue what I was talking about. She kept offering to order the film again. Then when she finally understood that I had already seen the film she said "it will show up on your bill". When I insisted that it wouldn't without solving the issue that is causing the receiver to not report that I watched the film she said there is nothing she can do and I should just wait. I continued to insist that there is a solution and request that she transfer me to someone else. Finally she agreed to do so and when I was transferred, after several rings the call was disconnected. Called back and this time I got someone who was clearly reading from a script and sounded like she is likely in the Philippines. Even though I explained that I had already watched the film, this person also wanted to reorder it. After several more minutes of explaining she finally understood what I was saying. Her solution was to request a call back from the box. I asked when the last call back was. She said 5 July. So why didn't the PPV get reported on 5 July? Anyway.... she was going to request the call back. I am doubtful that will solve the issue.
The frustrating thing is that in both calls I explained that I have a phone line and Ethernet hooked up, that system test shows no errors and that caller id and On Demand are working. Both reps totally ignored this info. Probably because they had no clue what any of that means.
I'm probably going to have to call back. Any tips for exactly what to say to the automated system in order to actually get someone with a technical clue? I tried just asking for technical support. It then wants specifics. If you mention anything about PPV or Top Movies it sends you to someone who only knows how to order one. If you say any phrase that includes error, it sends me to billing. If I simply ask for customer service representative, it requests specifics. I've been unsuccessful with coming up with the right combination of words to actually reach someone with a clue.
Any idea of something that might fix the problem? I'd really love to avoid going back for another dose of CSR frustration.