A tale of poor customer service

[tomkarl]

Before I realized that the current remote I have was capable of RF, I ordered one online from DirecTV early on the morning of the 19th. After researching here and figuring out the remote I had could do RF, I called a couple of hours later and attempted to cancel my order.

The first CSR said he couldn't do it, but since I had the protection plan, they'd replace a remote for free. I had to repeat that this was not anything for defective merchandise, just something I didn't really need. He transferred me to someone in the PP department. This guy had trouble canceling the order and after putting me on hold several times he took my number and said he'd call back when he got the order cancelled.

I was dubious, but failed to call back when no one called me. The remote showed up on Friday or Saturday.

So today I e-mail customer service to ask about returning it. The first response was that all sales were final and that was that. To which I replied if their staff had done their job properly the order would have been cancelled. The reply I got to that was a harsh, we're already aware of your problem and we'll cancel the order. Uhm, hello? Did you read the mail? The order has been fulfilled.

I'll post my e-mails with their responses here. If it is against dbs policy, mod, I'm sorry you'll have to take time to edit/delete them.

I honestly don't recall something telling me the order was final, though it's entirely possible it was there at the time of sale.

[tomkarl]

Subject
---------------------------------------------------------------
Order number #########


Discussion Thread
---------------------------------------------------------------
Response (Rosario S. - #########) - 11/23/2009 12:50 PM
Dear Mr. Karl,

Thanks for writing. I can see you've been with DIRECTV for several years now and I'd like to let you know that we appreciate your business!

I'm sorry to hear about the trouble you've had in canceling your order for the RF remote control. Unfortunately, all sales are final no returns and refunds will be given once the product has been delivered.

Thanks again for writing.

Sincerely,

Rosario S
Employee ID #########
DIRECTV Customer Service

P. S. Football season is here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.
***********
MY ACCOUNT: FAST, SECURE, AND FREE!
***********
Online account access with loads of possibilities! Pay your bill, set up automatic payments, view your account history, and add or change services 24/7! Register now at: directv.com/myaccount.

Customer (Thomas Karl) - 11/23/2009 04:59 AM
I placed this order on the am of 9/19/09 because I wanted an RF remote. After I placed the order, I realized that my current remote was able to be set to RF.

I called to cancel the order and after being transferred to two people, the last man I spoke to said he was having trouble canceling the order, and would call me back later to confirm.

The remote is now here. I would like to return it for credit.

I'm less than pleased that I couldn't get your reps to cancel the order for me and I'll have to go to the trouble of returning this.

Please advise how I go about returning this.


[---###:######:#####---]

[tomkarl]

Subject
---------------------------------------------------------------
Re: Order number ######### [Reference #: ######-######]


Discussion Thread
---------------------------------------------------------------
Response (Karen C. - #########) - 11/23/2009 06:23 PM
Dear Mr. Karl,

Thanks for writing us back. I understand your concern about the cancellation of this order.

I just want to inform you that we are already aware of the trouble you've experienced regarding the cancellation of your order. Rest assured that we are working quickly to cancel this order for you.

As for the refund, this will be issued within 3-5 days from date the order is canceled.

Thank you again for writing.

Sincerely,

Karen C.
Employee ID #########
DIRECTV Customer Service

P. S. Football season is here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.

***********
MY ACCOUNT: FAST, SECURE, AND FREE!
***********
Online account access with loads of possibilities! Pay your bill, set up automatic payments, view your account history, and add or change services 24/7! Register now at: directv.com/myaccount.

Customer (Thomas Karl) - 11/23/2009 04:40 PM
.

If your customer service staff would have done their job, the order
would have been cancelled in time.
Please issue an rma number so I can send it back.
Sent from my iPhone
On Nov 23, 2009, at 1:50 PM, DIRECTV Customer Service <directvcustomercare@directv.com




[---###:######:#####---]

[sigma1914]

Email ellen.filipiak@directv.com and tell them what went wrong. Her office gets stuff done.

[hilmar2k]

Email ellen.filipiak@directv.com and tell them what went wrong. Her office gets stuff done.

But be nice. ;)

[CJTE]

Why?

DirecTV doesn't want the remote back. Is it really going to hurt your feelings to have an extra remote? They've already told you they're going to credit it back to you so just let it be.

And in all reality, you could've refused the shipment once it got to your door and they would've HAD to have refund your account. Even if you didnt see the delivery guy just take it back to the shipper and let them know you are refusing to receive the item.

I don't see the second response as being rude at all, I just think you're blinded by the situation.

[David MacLeod]

take the refund and keep the remote, simple.

[wingrider01]

Email ellen.filipiak@directv.com and tell them what went wrong. Her office gets stuff done.

Why? After reading the emails what is the problem?

1. They are aware there was an issue
2. they will credit back 3-5 days after the cancelation is complete
3. It does not appear that they want the remote back

did not see anything that indicated poor customer service, they are handling it, their response do not appear to be "harsh"

[psweig]

The problem is that this is poor ignoramus customer service;the remote is just an example.

[sigma1914]

Why? After reading the emails what is the problem?

1. They are aware there was an issue
2. they will credit back 3-5 days after the cancelation is complete
3. It does not appear that they want the remote back

did not see anything that indicated poor customer service, they are handling it, their response do not appear to be "harsh"

It was my nice way of saying, "There's nothing we can do here for you IMO, they are aware there was an issue, they will credit back 3-5 days after the cancelation is complete, & it does not appear that they want the remote back. So, if nothing happens, then email Ellen." :lol:

[Shades228]

So this is bad customer service because:

You ordered something you didn't need without doing research.
Their system couldn't cancel an order out the same day you placed it. (Because the item had already been shipped if you ordered it on Thursday and received next day or 48 hours.
They offered to credit the cost.
They don't want to waste more money on return shipping so you get to keep it for free.


What would have helped the situation? Other than being transfered to the protection plan I can't see where they didn't attempt to help you.

[tomkarl]

The offer of a credit was "As for the refund, this will be issued within 3-5 days from date the order is canceled."

I do not take this to be a confirmation that they are going to issue a credit.

How would they cancel an order in their system that had already been delivered?

I fully take responsibility for ordering something I didn't need. It's not about the $25 at all. It is about their employee telling me he'd cancel the order and call me back. It's also about three different responses to e-mails. Do they have a no cancel policy? Or don't they. CSR Roulette.

As it turns out, they are doing what they should have done initially. A quote from an e-mail I just got:

"Thanks for writing us back. I would be happy to assist you today. Since you had called us prior to shipping the remote control out, and our system would not allow us to cancel, we can now reverse the charges. This issue has been forwarded to our support team to process this request. As previously stated, it takes about 3-5 business days. I'm sorry for any inconvenience this may have caused.

Also, since this issue was a direct result to a system issue, you will not need to send it back."

I wasn't scamming for a free remote. I'd be glad to pay the $25. I believe that considering my time as a customer this last response should have been their first.

[Lee L]

I also was confused due to the wording of the emails. IF htey are going to credit you for the remote due to them not cancelling the order in a timely manner and not ask for it back, I guess this ends up being a tale of good customer service, but poor fiduciary duty to the company and poor wording of emails.

[raoul5788]

The offer of a credit was "As for the refund, this will be issued within 3-5 days from date the order is canceled."

I do not take this to be a confirmation that they are going to issue a credit.

How would they cancel an order in their system that had already been delivered?

I fully take responsibility for ordering something I didn't need. It's not about the $25 at all. It is about their employee telling me he'd cancel the order and call me back. It's also about three different responses to e-mails. Do they have a no cancel policy? Or don't they. CSR Roulette.

As it turns out, they are doing what they should have done initially. A quote from an e-mail I just got:

"Thanks for writing us back. I would be happy to assist you today. Since you had called us prior to shipping the remote control out, and our system would not allow us to cancel, we can now reverse the charges. This issue has been forwarded to our support team to process this request. As previously stated, it takes about 3-5 business days. I'm sorry for any inconvenience this may have caused.

Also, since this issue was a direct result to a system issue, you will not need to send it back."

I wasn't scamming for a free remote. I'd be glad to pay the $25. I believe that considering my time as a customer this last response should have been their first.

So the csr that said he would get back to you made a mistake, and so did you. Get over it. If I was you, I would request a mod to delete this thread and save myself from further embarrassment.

[roadrunner1782]

I'm curious as to why the system wouldn't let them cancel the order.

[Shades228]

I'm curious as to why the system wouldn't let them cancel the order.

It had already shipped.

[brucegrr]

Come on........lay off the OP. The resident psychologists seem to be "experts" on the OP "feelings."

There are many questions in this thread.

1. WHY can't an order be canceled?

2. Why shouldn't we EXPECT CSR's to do what they say?

It seems when the CSR's routinely give out bad information, make errors, screw up accounts, etc...........some think we should just understand that's how it is.

BS. We "pay" for service. We have an expectation of good service, right information, etc. I am sure someone is getting ready to type "if you don't like it go elsewhere"......save it. :) The solution to dissatisfaction shouldn't have to be "go elsewhere." How about making what we have BETTER?

The Directv order system is in need of improvement. If an item hasn't shipped, and the CSR should be able to "see" if it hasn't then cancellation (buyers remorse) should be allowed, if for no reason than to maintain a HAPPY customer. There is no chance Directv had the remote ready to ship two hours after it was ordered. (unless a miracle has taken place recently.)

Granted...........I am of the opinion if I order it, I pay for it, even when I find out I made a mistake. (anyone need a wireless mouse :) So I wouldn't have responded to the matter as the OP did.

[Justin23]

There is no chance Directv had the remote ready to ship two hours after it was ordered. (unless a miracle has taken place recently.)


When I ordered my NFL Remote, I got a confirmation within about 30 min that my remote had already been shipped, and I received it within 2 days or so. I think when the D* remote orders are placed, it goes right to the warehouse group that ships them out. So it's possible that the few hours that it took to call back his remote had already shipped.


J

[raoul5788]

Come on........lay off the OP. The resident psychologists seem to be "experts" on the OP "feelings."

There are many questions in this thread.

1. WHY can't an order be canceled?

2. Why shouldn't we EXPECT CSR's to do what they say?

It seems when the CSR's routinely give out bad information, make errors, screw up accounts, etc...........some think we should just understand that's how it is.

BS. We "pay" for service. We have an expectation of good service, right information, etc. I am sure someone is getting ready to type "if you don't like it go elsewhere"......save it. :) The solution to dissatisfaction shouldn't have to be "go elsewhere." How about making what we have BETTER?

The Directv order system is in need of improvement. If an item hasn't shipped, and the CSR should be able to "see" if it hasn't then cancellation (buyers remorse) should be allowed, if for no reason than to maintain a HAPPY customer. There is no chance Directv had the remote ready to ship two hours after it was ordered. (unless a miracle has taken place recently.)

Granted...........I am of the opinion if I order it, I pay for it, even when I find out I made a mistake. (anyone need a wireless mouse :) So I wouldn't have responded to the matter as the OP did.

So, bottom line, you agree that the op was wrong to complain?

[scrybigtv]

So, bottom line, you agree that the op was wrong to complain?

No, I think his bottom line was, "Lay off the OP."

[brucegrr]

No, I think his bottom line was, "Lay off the OP."

Correct. I would have not complained BUT I am not everyone else. Each of us are different and when something is happening to us personally.........it is different.

Bruce

[dubber deux]

The problem is that this is poor ignoramus customer service;the remote is just an example.


Indeed it is.

I'm sorry to hear aobut your experience, but this type of scenario is rampant with D* Customer NO Service. Even worse is that sometimes RUDE attitude of the CSRs even when you are doing your best to remain patient and respectful with the rep.


If that first rep wasn't sure about how to cancel your order he/she should have told you that they would find the appropriate supervisor or person and have the issue resolved and when it was solved they would call you back in a reasonable amount of time to let you know.

Although NOT ALL of the CSRs are so poor MANY of them are and it is a huge glaring black spot on D* business record.

I always get a kick out of the D* fanbois on this forum that basically state that one should prostrate themselves to the CSRs to get the service you PAY for in the first place!

A customer should not have to kiss ass or "play roulette" to get the service they deserve.

[brucegrr]

When I ordered my NFL Remote, I got a confirmation within about 30 min that my remote had already been shipped, and I received it within 2 days or so. I think when the D* remote orders are placed, it goes right to the warehouse group that ships them out. So it's possible that the few hours that it took to call back his remote had already shipped.
J

Justin,

Thanks I stand corrected.

I was thinking of my own recent experience with a receiver. Took a week. Order was screwed up, wrongly, imputed, supposedly canceled, and I ended with with two receivers. :) I t was a screw up from start to finish........and the only people to blame is Directv.

Bruce

[sigma1914]

I always get a kick out of the D* fanbois on this forum that basically state that one should prostrate themselves to the CSRs to get the service you PAY for in the first place!



And I get a kick out of posters who use name calling, randomly flood topics with how bad something is, get on soap boxes to rant, think they deserve direct communication with every level of a company, etc... :rolleyes:

[dubber deux]

And I get a kick out of posters who use name calling, randomly flood topics with how bad something is, get on soap boxes to rant, think they deserve direct communication with every level of a company, etc... :rolleyes:

Sorry it sounds unpleasant but certain posters seem to always show up when D* has issues and do everything they can to paint the OP as a whiner or unreasonable complainer when they are doing nothing more than trying to get a legit problem resolved.

Indeed, when the customer service system doesn't work and fails miserably, like it seems to, either by design or by accident at D* that paying customer has every right to make efforts to correct the situation.

When all else fails, dial direct.

[David MacLeod]

And I get a kick out of posters who use name calling, randomly flood topics with how bad something is, get on soap boxes to rant, think they deserve direct communication with every level of a company, etc... :rolleyes:

need to add "hijacking everyone's threads to further spread my own imagined slight" to this and I think it would sum it up fully.

[dubber deux]

need to add "hijacking everyone's threads to further spread my own imagined slight" to this and I think it would sum it up fully.


I'm not hijacking this thread at all.

The bottom line is that MANY here on the forums have complained about the poor customer NO service from D*. It frankly seems to be the norm that D* customer NO service gets it wrong quite often, and has an attitude to boot.

[CJTE]

Indeed it is.
A customer should not have to kiss ass or "play roulette" to get the service they deserve.

Troll,
You're absolutely right. A customer should NOT play roulette to get the service they THINK they deserve.

I'm not saying CSR's are perfect. Nor am I saying that DirecTVs internal customer service, account, and equipment management services are perfect either.
Many people (such as yourself) come here thinking they should be handed everything on a gold platter with a silver spoon. That's just not the case.

In THIS case, the wording may be a little tricky, but the solution is clear. The OP didnt know their remote was RF capable. They called DirecTV and ordered an RF remote (a legitimate request that CSRs often get. They have no responsibilty to check if your remote is RF, especially if you have an older receiver that could've come with a non-RF remote... Or maybe the remote broke/was lost. Doesn't matter).
The remote was ordered. Order hit the warehouse, warehouse tagged the remote and put it on the dock.
At that point, the point where it hits the dock, is pretty much the point of no return. Its very rare that a stop order is going to be sent all the way down the line and someone is going to go fishing through the dock looking for a $15 or $25 remote.
Fedex picks up all the outgoing, scans them in, and brings it to their warehouse. Their warehouse scans in the packages and assigns them to a courier. Be it a semi trailer transfer, an outgoing truck, air flight, etc.
One way or another, it lands in a couriers truck and is delivered to the customer.
My "3-5 day shipping" times are usually only 48 hours (during a business week) hours because I'm only 4 hours from one of DirecTVs main hardware hubs. The OP seems to have a very similar setup.
So, the OP receives the package. Now they have 2 options. Accept the package and move on, or return the package to the sender.
OP accepts package. DirecTV is no longer responsible. However, since the OP attempted to cancel, they calls DirecTV and complains that the remote showed up. Because the OP has accepted the package, and already wasted both their and DirecTVs time, DirecTV tells them there's nothing that can be done, the package has been accepted.
So the OP complains some more. DirecTV, wanting to keep everyone happy, decides to credit the remote. The customer appearantly has the protection plan so their elligable for up to 2 free remotes a year (I believe).

Then the OP comes here and complains that DirecTV has horrible customer service because they received a remote and are not being charged for it. When the remote was delivered, they had the opportunity to return to sender for a refund.

DirecTV has no obligation to credit the OP for this remote, which they ordered, and accepted when delivered (by not returning to sender).

[dubber deux]

WHY didn't the CSR simply tell the OP that he should simply refuse the package when it came to his door, instead of giving him the run around?

I agree with you CTJE, in this case the customer was WRONG, because he didn't take the time to read the owner's manual to see that his remote was RF capable
.
I also think that although it is a hard lesson, the OP should have had to pay for it IF your view of the events is correct. I agree the way the OP recounted his story was confusing.

I don't think many of the D* customers think they should be given the silver spoon treatment, and usually you can easily spot those that want anything and everything for free here.

I also realize that depending on the price point of service you have to be reasonable about what you get for the money. I think it is much more clear cut when it concerns programming, and hardware, not so much on PQ.

[tomkarl]

... If I was you, I would request a mod to delete this thread and save myself from further embarrassment.

I have nothing to be embarrassed about, but thank you for your concern for my emotional state.

[tomkarl]

Troll,
Then the OP comes here and complains that DirecTV has horrible customer service because they received a remote and are not being charged for it. When the remote was delivered, they had the opportunity to return to sender for a refund.

DirecTV has no obligation to credit the OP for this remote, which they ordered, and accepted when delivered (by not returning to sender).

When created the post, I did not know the remote would end up free. Nor did I know the procedure for returning the package for a refund. You'll note in my very first e-mail I ask how to return the remote.

I agree fully that D has no obligation to credit me or to even take the remote back if in fact they have a no returns policy as the first CSR told me.

I was not home when the remote was left by FedEx Home. I would have refused it.

At the time it was delivered, I was still operating under the impression that the CSR I spoke to, who assured me he'd take care of it and call me back, was still working on it.

[CJTE]

When created the post, I did not know the remote would end up free. Nor did I know the procedure for returning the package for a refund. You'll note in my very first e-mail I ask how to return the remote.

I agree fully that D has no obligation to credit me or to even take the remote back if in fact they have a no returns policy as the first CSR told me.

I was not home when the remote was left by FedEx Home. I would have refused it.

At the time it was delivered, I was still operating under the impression that the CSR I spoke to, who assured me he'd take care of it and call me back, was still working on it.

**** HAPPENS
:)

Can we call this case-closed now?

EDIT:
For the record... Im not the one who censored that.

[dubber deux]

At the time it was delivered, I was still operating under the impression that the CSR I spoke to, who assured me he'd take care of it and call me back, was still working on it.


Thanks for the clarification tomkarl.

Follow through is VERY important, and if that CSR told you they would call you back, he should've done so. I have seen time and time again here and other related forms about D* that follow through is not one of their strengths.

[CJTE]

Thanks for the clarification tomkarl.

Follow through is VERY important, and if that CSR told you they would call you back, he should've done so. I have seen time and time again here and other related forms about D* that follow through is not one of their strengths.

Because 99% of CSRs dont have the ability to call outwards unless they use their personal phone on break or at home and you'd bet your arse if DirecTV finds out they're fired.

Why don't you just quite while you're behind troll?

[dubber deux]

Because 99% of CSRs dont have the ability to call outwards unless they use their personal phone on break or at home and you'd bet your arse if DirecTV finds out they're fired.






If what you say is true then it appears that the CSR LIED. They seem to do alot of that as well unfortunately.

If he couldn't call the OP back he should have contacted a supervisor that could, right? That is "follow through" and I doubt that he would be fired for following through.

[brucegrr]

Because 99% of CSRs dont have the ability to call outwards unless they use their personal phone on break or at home and you'd bet your arse if DirecTV finds out they're fired.

Why don't you just quite while you're behind troll?

This doesn't matter. The CSR SAID they could do something. Who should be held responsible? Dish Network? If the CSR couldn't call out then it should have been referred to someone who could.

What's with the attitude and name calling? Read a lot of threads on this forum. Been awhile since I have seen such nastiness towards a poster and the comments that follow.

Definition of troll:

In internet slang, a troll is someone who posts controversial, inflammatory, extraneous, or off-topic messages in an online community, such as an online discussion forum, chat room, or blog, with the primary intent of provoking other users into an emotional response (http://en.wikipedia.org/wiki/Troll_%28Internet%29#cite_note-PCMAG_def-0)or of otherwise disrupting normal on-topic discussion.

Who really is the troll here?

[dubber deux]

Hello Brucegrr,

I'd send you a PM but you have it disabled.

I am having the same issue with about four or five peanut gallery members...

You know what happens when you get right over the target (in this case poor customer service) you catch the most flack.

I think part of the thought is that these trolls can get certain threads locked that reveal real problems at D*. It's clear that certain elements here don't want problems at D* discussed.

[oldcrooner]

You know what happens when you get right over the target (in this case poor customer service) you catch the most flack.

I think part of the thought is that these trolls can get certain threads locked that reveal real problems at D*. It's clear that certain elements here don't want problems at D* discussed.

I'm afraid you may be correct. I've often felt those same "vibes" myself. :)

[roadrunner1782]

When I ordered my NFL Remote, I got a confirmation within about 30 min that my remote had already been shipped, and I received it within 2 days or so. I think when the D* remote orders are placed, it goes right to the warehouse group that ships them out. So it's possible that the few hours that it took to call back his remote had already shipped.


J

That's awesome that they ship things out so fast (although if they waited awhile to ship I'm sure someone would complain about it). With that said, I've ordered numerous things from D* and know I usually have whatever I ordered in just a couple of days, but I never knew they shipped it that quick! Man those warehouse workers must be tired at the end of the day.:D

[brucegrr]

Hello Brucegrr,

I'd send you a PM but you have it disabled.

I am having the same issue with about four or five peanut gallery members...

You know what happens when you get right over the target (in this case poor customer service) you catch the most flack.

I think part of the thought is that these trolls can get certain threads locked that reveal real problems at D*. It's clear that certain elements here don't want problems at D* discussed.

It is on now.. :) Not trying to hide from my fans.

While certainly discussions can cross the line into Directv bashing........If Directv pays any attention to these forums at all then I think this is a place to respectfully, honestly discussion service issues.

Many people have great CSR stories. I have a few. I have been a Directv customer in Ohio, Arizona, and Michigan. I have talked to numerous CSR's, managers, tech support people over the years. When I get good service I say so.

But I also say when I don't. When orders, installs, service changes get screwed up it should be noted. Is it just a problem with an individual CSR, or is it a systemic problem? Is it a training problem? It is an outsourcing problem? Is it a language problem?

In recent years I have been less confident about Directv's customer service. I am almost afraid to call.....wondering what will be broken and how many after calls will I have to make to get it fixed?

In the last ninety days I have had a receiver replacement order messed up, a programming error, and an incorrect service contract date. Each one of these problems were facilitated by a CSR. Ultimately, Directv is responsible. The CSR's work for them.

I put up with the poor customer service because I love the programming I have. (and I have only one other option Dish network)

Bruce

[David MacLeod]

Hello Brucegrr,

I'd send you a PM but you have it disabled.

I am having the same issue with about four or five peanut gallery members...

You know what happens when you get right over the target (in this case poor customer service) you catch the most flack.

I think part of the thought is that these trolls can get certain threads locked that reveal real problems at D*. It's clear that certain elements here don't want problems at D* discussed.
having pm disabled is not same thing as being told to stop pm'ing. get it right.

[Shades228]

In the last ninety days I have had a receiver replacement order messed up, a programming error, and an incorrect service contract date. Each one of these problems were facilitated by a CSR. Ultimately, Directv is responsible. The CSR's work for them.

I put up with the poor customer service because I love the programming I have. (and I have only one other option Dish network)

Bruce


CSR's cannot change or modify an agreement date.

[Gonesouth]

What has happend to customer service? The OP told us all that he made the mistake in ordering the remote. The problem is that a CSR told the OP he would do something and then did not perform. Put yourself in the same situation at a resturatnt. Order a ribeye, and get a sirloin. Try to send it back and be told sorry all sales are final. D* is not perfect, but they really need to impower their CSR's to do more than take the information and say please hold for a supervisor.

This fourm is for people to tell the good stories about D* and their bad ones also. It is unfortunate that some of the members of this fourm feel the need to protect D* at any cost.

:nono2:

[brucegrr]

CSR's cannot change or modify an agreement date.

I am well aware of that. It is common knowledge that Directv has a problem with service contracts being improperly extended. There SHOULD be no agreement date to modify or change. A protection plan receiver replacement does not extend a service contract. I should not have to call to make sure Directv does their job. Directv needs to fix this problem. "Noting the account" is not good enough. I have had too many "notes" disappear.

[brucegrr]

having pm disabled is not same thing as being told to stop pm'ing. get it right.

Not sure what you mean here? :D

I had PM disabled.........not on purpose. Just never had much use for it.

Who needs to get what right? :)

[David MacLeod]

Not sure what you mean here? :D

I had PM disabled.........not on purpose. Just never had much use for it.

Who needs to get what right? :)

not directed towards you.

I'd send you a PM but you have it disabled.

I am having the same issue with about four or five peanut gallery members...
not the same issue, yours was disabled.

[Shades228]

I am well aware of that. It is common knowledge that Directv has a problem with service contracts being improperly extended. There SHOULD be no agreement date to modify or change. A protection plan receiver replacement does not extend a service contract. I should not have to call to make sure Directv does their job. Directv needs to fix this problem. "Noting the account" is not good enough. I have had too many "notes" disappear.

I'm not saying that there isn't but you said each problem was facilitated by a CSR. Since a CSR cannot add, remove, or change an agreement that one could not have been.

As a side note, a notation on the account won't disappear, however it may not have been put in, which would be something different. On the flipside you can always view every order you've had with DirecTV and they can see everytime they've sent a tech out to your house. If you have a receiver get activated and 2 days prior they shipped out an erp they can see that. They can also see that you subscribed to the protection plan at the time. So notations are really irrelevant as everything else can be proven.

[Mike Bertelson]

<snip>
I think part of the thought is that these trolls can get certain threads locked that reveal real problems at D*. It's clear that certain elements here don't want problems at D* discussed. If your going to accuse the staff of censorship then I hope you can back it up. Can you provide links to any customer service threads (or any threads for that matter) that have been closed before the point of the thread was made and then beat to death?

Customer service is an issue for DirecTV. IMHO, it’s no worse than any other company I’ve dealt with. I suppose if I’d run into some of the obstacles that others have I might think differently. However, please don’t accuse this site of censoring threads unless you can back it up.

Mike

[wingrider01]

Hello Brucegrr,

I'd send you a PM but you have it disabled.

I am having the same issue with about four or five peanut gallery members...

You know what happens when you get right over the target (in this case poor customer service) you catch the most flack.

I think part of the thought is that these trolls can get certain threads locked that reveal real problems at D*. It's clear that certain elements here don't want problems at D* discussed.

Funny thing about "poor customer service" in any industry, normal breaks down into the following

1. the customers convesation with the rep
2. the customers story as posted
3. the truth of what actually occurred

In 99.9 percent of the cases not one of them will be accurate nor is there anyway in verifiying if what is actually posted was the truth. People tend to slant any posts concering their results from customer service to raise the highest amount of sympathy for their plight. Basic human nature 101, you as a reader will NEVER know the truth behind what happened, period.

[Mike Bertelson]

Funny thing about "poor customer service" in any industry, normal breaks down into the following

1. the customers convesation with the rep
2. the customers story as posted
3. the truth of what actually occurred

In 99.9 percent of the cases not one of them will be accurate nor is there anyway in verifiying if what is actually posted was the truth. People tend to slant any posts concering their results from customer service to raise the highest amount of sympathy for their plight. Basic human nature 101, you as a reader will NEVER know the truth behind what happened, period.I think that might be a bit cynical but I understand what you mean.

However, I think there is definitely a trend that DirecTV shouldn’t ignore. There may be some hyperbole but these people definitely didn’t have a good customer experience. :D

Mike

[tomkarl]

Funny thing about "poor customer service" in any industry, normal breaks down into the following

1. the customers convesation with the rep
2. the customers story as posted
3. the truth of what actually occurred

In 99.9 percent of the cases not one of them will be accurate nor is there anyway in verifiying if what is actually posted was the truth. People tend to slant any posts concering their results from customer service to raise the highest amount of sympathy for their plight. Basic human nature 101, you as a reader will NEVER know the truth behind what happened, period.

I placed the order online. No direct contact with D. I posted the e-mails trying to resolve the issue. Again, no voice contact. The only undocumented piece is my reporting of the final e-mail clarifying the resolution of giving me the remote and reversing the charges also.

I don't appreciate your implication that I'm only telling part or my version of the events.

[SledDog]

Well.. To hijack this thread, just for a moment, I have a link that I think would be very interesting to some. And a down-right giggle to others...

The Fanboy personna has been brought up again. So there's one description.
http://redwing.hutman.net/~mreed/warriorshtm/fanboy.htm

This also lists many forum personalities.. Enjoy!

http://redwing.hutman.net/~mreed/index.htm

Back to the topic at hand!

[wingrider01]

I think that might be a bit cynical but I understand what you mean.

However, I think there is definitely a trend that DirecTV shouldn’t ignore. There may be some hyperbole but these people definitely didn’t have a good customer experience. :D

Mike

Working in a customer service environment as a call center manager for a large online game provide for a short timer, the response was in no maent to cynical, it was put forth as personal expierence from listening to the recordings when there was a complaint lodged against the support agent.

Followed the threads of the people that called in then posted on the game related forums about their "abysmal customer service expierences". Really wish we could have been able to attach the recordings of these calls to the customers complaint about poor customer service to show what exactly happened, whicih in the majority of cases was no where near what they where posting.

[wingrider01]

I placed the order online. No direct contact with D. I posted the e-mails trying to resolve the issue. Again, no voice contact. The only undocumented piece is my reporting of the final e-mail clarifying the resolution of giving me the remote and reversing the charges also.

I don't appreciate your implication that I'm only telling part or my version of the events.

If you wish to take is as a implication, then that is your interpetation of the generic comment that was made, no where in the reply is it indicated as to what, who or whom it is directed at.

Just posting MY expierences as a call center manager for a online gaming company before I branched out to my own business, as you posted your expiences about poor customer service.

[dubber deux]

If your going to accuse the staff of censorship then I hope you can back it up. Can you provide links to any customer service threads (or any threads for that matter) that have been closed before the point of the thread was made and then beat to death?




I'm saying that certain elements (are they staff? I don't know) are ATTEMPTING to cause a thread or threads to be locked, I'm not saying they are achieving this aim. The amount of trolling in my thread about compression on SD channels is a prime example... it is clear that these people are trying to bait, insult, and taunt the OP. Go check it out for yourself.

Customer service is an issue for DirecTV. IMHO, it’s no worse than any other company I’ve dealt with. I suppose if I’d run into some of the obstacles that others have I might think differently. However, please don’t accuse this site of censoring threads unless you can back it up.

Mike

"....excellence in customer satisfaction, that is Direct TVs goal" :nono2:

So I guess they are lying with regards to this as well?? Because you're indicating that they are just fine being as bad as all other providers in this respect? Right? :p

[SledDog]

I'm saying that certain elements (are they staff? I don't know) are ATTEMPTING to cause a thread or threads to be locked, I'm not saying they are achieving this aim. The amount of trolling in my thread about compression on SD channels is a prime example... it is clear that these people are trying to bait, insult, and taunt the OP. Go check it out for yourself.


They... them.... sounds like a conspiracy theory. Tin foil hat anyone? :lol:

[sigma1914]

...The amount of trolling in my thread about compression on SD channels is a prime example... i

Trolling? lol Like when people make every thread about them & their issues? Like that trolling? hmm

[Mike Bertelson]

I'm saying that certain elements (are they staff? I don't know) are ATTEMPTING to cause a thread or threads to be locked, I'm not saying they are achieving this aim. The amount of trolling in my thread about compression on SD channels is a prime example... it is clear that these people are trying to bait, insult, and taunt the OP. Go check it out for yourself.


"....excellence in customer satisfaction, that is Direct TVs goal" :nono2:

So I guess they are lying with regards to this as well?? Because you're indicating that they are just fine being as bad as all other providers in this respect? Right? :pJust so you know, there is no unknown staff members at DBSTalk.

http://www.dbstalk.com/showgroups.php

DBSTalk ensures that there is full disclosure in its staff. That's why you will always see staff members with full names and not some anonymous user name...I’m just sayin’ :grin:

Mike

[David MacLeod]

would like to add to that there are some (myself) with full names that are NOT staff.

[dubber deux]

What I'd like to know is WHY the staff doesn't make an attempt to control the baiting, and taunting of posters. It clearly is against the rules.

[Mike Bertelson]

What I'd like to know is WHY the staff doesn't make an attempt to control the baiting, and taunting of posters. It clearly is against the rules.It is also against the rules to question the Mods decisions...I'm just sayin' :grin:

With that said it is entirely possible that your definition of against the rules (or what is actually baiting & taunting) is different that that of the current staff. :D

Mike

[CJTE]

So I guess nobody agreed that we should've wrapped this thread many posts ago?

I don't know but reading over these last few posts seems like none of this is on topic to the original point, the original point has been "resolved", and now people are just rambling.

Not saying i've never kept a thread open just to ramble... I just don't like trolls.

[CJTE]

What's with the attitude and name calling? Read a lot of threads on this forum. Been awhile since I have seen such nastiness towards a poster and the comments that follow.

Definition of troll:

In internet slang, a troll is someone who posts controversial, inflammatory, extraneous, or off-topic messages in an online community, such as an online discussion forum, chat room, or blog, with the primary intent of provoking other users into an emotional response (http://en.wikipedia.org/wiki/Troll_%28Internet%29#cite_note-PCMAG_def-0)or of otherwise disrupting normal on-topic discussion.

Who really is the troll here?

Looks like you only did half your homework there bub.
How about you check some post history before you try and throw an accusation out. That's is "what's with the attitude and the name calling".

[Gonesouth]

With all due respect, this thread is done. Going off the main topic in my opinion.

:bowdown:

[trekologer]

I guess I'm the only one who noticed that the OP reported that the CSR said he would call the OP back after the order was canceled. Since the order was never canceled (and wasn't able to be canceled) then technically, the CSR didn't lie to the OP. I will agree that the CSR should have called back anyway, if only to say it was too late to cancel the order.

But clearly they seem to be trying to make the OP happy. Especially since the OP ordered the remote himself and received it in a very prompt manner.

[dubber deux]

It really doesn't matter if the CSR was able to cancel the order or not, he should have called the OP back and related the final disposition of the situation no matter what that was. Follow up is a HUGE part of customer satisfaction, if you can't get this aspect of customer service right most of the time, it is a failure of the infrastructure.

[raoul5788]

It really doesn't matter if the CSR was able to cancel the order or not, he should have called the OP back and related the final disposition of the situation no matter what that was. Follow up is a HUGE part of customer satisfaction, if you can't get this aspect of customer service right most of the time, it is a failure of the infrastructure.

I don't know if you saw it or not, but it was posted that csr's can't return calls to customers.

[racermd]

I don't know if you saw it or not, but it was posted that csr's can't return calls to customers.

I almost don't want to jump in here, but I feel I need to. Part of this is a direct reply, but most of it is a general reply to the rest of the posters here.

If reps are unable to return calls to customers, they shouldn't say they will. By saying they will, regardless of whether or not they are able to, the reps are setting the expectation with the customer that they actually will call the customer back. This is NOT the customer's fault and the customers that report on it here (or elsewhere) should not be picked on when this issue comes up. Period. It is not the customer's responsibility to know each and every internal policy of the company they're dealing with. Because a representative of D* set an expectation with the customer, whether or not they could actually follow through, this very much IS D*'s problem and needs to be addressed.

Further, in my own opinion, the policy that says a rep is unable to call a customer back to address support issues is a bad one. I'm sure there's a reason for it, but I disagree that a blanket policy like that is good for the overall customer service experience. There are many issues that cannot be addressed within the first call but also do not require a tech visit, such as a complex billing issue.

Also, in my own opinion again, D* should have have a method by which customers can return products. The OP is not alone when purchasing something they find later they do not need or do not want. If an item were used/refurbished, I could certainly agree that 'all sales are final' for any item clearly marked 'as-is'. This wasn't the case here, and the policy is very anti-customer from my point of view.

[Pink Fairy]

I think the original discussion has long since been talked to the ground :)

[RobertE]

I think the original discussion has long since been talked to the ground :)

She lives. :)

[David MacLeod]

I think the original discussion has long since been talked to the ground :)

buried in ground actually :) :)

[Pink Fairy]

She lives. :)

~raises hand~ Yeah somewhat. School, work, childcare in the house, family drama - haven't really FELT alive the past 6 months at all.

But winter break is almost here! So yay! finals next week!

[Gonesouth]

buried in ground actually :) :)

:beatdeadhorse:

[dubber deux]

It is not the customer's responsibility to know each and every internal policy of the company they're dealing with. Because a representative of D* set an expectation with the customer, whether or not they could actually follow through, this very much IS D*'s problem and needs to be addressed.
.

Hopefully the NEW CEO at D* will take a very close look at the ridiculous customer NO service system they have in place, even the fanboi legion admits something needs to be done.

And if that lower level CSR can't return a follow up call, he or she should make sure that the appropiate supervisor is informed of the promise so that they or someone else who can makes the follow up contact with the customer.