View Full Version : Got to laugh at how incompetent some Phone Reps are....
DawgLink
07-21-07, 08:36 PM
I call up to upgrade my Base Package....I thank them and hang up.....but my DVR suddenly says it isnt activated after
I call up to tell them and they say "Sorry, the previous rep ordered the wrong service without DVR" and finally turned the DVR on....I thank them and hang up.....but wait, now my HD service is not working
So, here I am...an hour and a half later waiting on a 3rd rep
HDTVsportsfan
07-21-07, 08:39 PM
Yea....unfortunetly these stories pop up from time to time. Just have a drink while you grin and bear it.
Good luck.
sonofjay
07-21-07, 09:14 PM
Annoying. That's why with any company, where possible, I do all my changes online. You might want to look into it. It's easy and you could have done this in 15 seconds online and not needed to speak to anyone.
HDTVsportsfan
07-21-07, 09:19 PM
I don't disagree w/ you by any means...but humans still need to get involved at some point. There is the problem.
sonofjay
07-21-07, 09:31 PM
Agreed. But from my experience and the OP's as well, human make mistakes and cause more problems. Not saying it can always be avoided but when given the option, like in this case, choose the online option.
HDTVsportsfan
07-21-07, 09:33 PM
Good advise. Makes sense.
armophob
07-21-07, 09:44 PM
A very disappointed but calm voice will usually get a discount of some kind for these types of errors. Just peacefully express the time you have lost during the process.
funhouse69
07-21-07, 09:45 PM
I agree I've had my issues with various people at D* in several departments but the ones that take the cake are the installers that come out. That unfortunately you can not avoid and at the same time you don't have a way to avoid it unless you do the install yourself. Then again when I just ordered my second HR20 they wouldn't just send it to me they had to have someone come out and install it.
I feel really bad for anyone that has to play "Installer Roulette" as I've named it especially here in New England. I had 5 different installers come out just to do / complete / tune an HD upgrade back in March. I've documented most of the nightmare on this site. Since then they've had to come back a twice already to realign my dish.
The real frustrating part of this for me is that some of the installers seemed more interested in telling you how much money they aren't making and seemingly begging for tips then they are in doing the job.
I know that there are some really good installers out there but 2 out of 7 is not a good ratio at all.
convem24
07-21-07, 09:47 PM
As the title says use Directv.com to change your programming. I have never ever ever ever called D* to get something like programming changed. I work with computers not humans in this instance.
DawgLink
07-21-07, 09:48 PM
A very disappointed but calm voice will usually get a discount of some kind for these types of errors. Just peacefully express the time you have lost during the process.
Amen to that. I was very nice to everyone.
FYI, after I called about the "HD" problem....MY FREAKIN LOCALS DIDNT WORK...AHHHHHHH
So I called up a LAST TIME I said to the guy "I have called 4-5 times now...please DO NOT FORGET ANYTHING" and he was very nice and added everything and gave me 3 months of Showtime HD/Showtime for free.
I thanked him.
machavez00
07-21-07, 11:01 PM
I called to find out why I could not upgrade my father in law online. I found out they had his account as an MDU and they can't do upgrades etc online. The kicker is while I tried to straighten it out some moron ordered him an HD receiver with out is approval. It took me a week to get the charges removed from his bill. In a month or so I will order it for him online, it is free now for the upgrade and the install.
Maybe you'll get your service straigtened out in time to watch a WVU Mountaineers game eh?
Than how do you explain 2 receivers not working after I upgraded from Total Chouce Plus to Plus HD Dvr. Granted these are both older receivers but they worked prior to my call to DTV. I called tech support and they stated an upgrade will not cause this problem. Any Ideas would be greatly appreciated.
Skip Towne
07-22-07, 03:52 PM
I call up to upgrade my Base Package....I thank them and hang up.....but my DVR suddenly says it isnt activated after
I call up to tell them and they say "Sorry, the previous rep ordered the wrong service without DVR" and finally turned the DVR on....I thank them and hang up.....but wait, now my HD service is not working
So, here I am...an hour and a half later waiting on a 3rd rep
I always make the CSR hang on while I see that everything works. Saves calling them back over and over.
patfan64
07-22-07, 04:47 PM
Sorry, all, I have nothing but good things to say about the CSR's at D*. Can't think of anything that they have ever messed up for me. I've had technical problems before and been very short with some CSR's (through no fault of their own) and still gotten a little perk (six months of HD for free, etc...)
Than how do you explain 2 receivers not working after I upgraded from Total Chouce Plus to Plus HD Dvr. Granted these are both older receivers but they worked prior to my call to DTV. I called tech support and they stated an upgrade will not cause this problem. Any Ideas would be greatly appreciated.
Are the receivers listed on your account online still?
If so, call the automated system and ask for Extention 721 and it will send a reauth signal. You can do it online, but I don't recall where and it didn't work for me once in the past when the phone did (but YMMV).
bluemoon737
07-22-07, 05:33 PM
I call up to upgrade my Base Package....I thank them and hang up.....but my DVR suddenly says it isnt activated after
I call up to tell them and they say "Sorry, the previous rep ordered the wrong service without DVR" and finally turned the DVR on....I thank them and hang up.....but wait, now my HD service is not working
So, here I am...an hour and a half later waiting on a 3rd rep
That's why I ALWAYS verify all features of my account are working before hanging up with D*. These things do happen and I would rather take the time while I'm still on the phone and make sure everything is working right before I hang up.
AlbertZeroK
07-22-07, 07:53 PM
Becareful with online changes though, if you change your service and you have DVR Plus (R15 or HR20) and TIVO's, one or the other will loose it's capability.
I always verifiy changes to the account on the internet when I talk with them or expect a credit for service.
Are the receivers listed on your account online still?
If so, call the automated system and ask for Extention 721 and it will send a reauth signal. You can do it online, but I don't recall where and it didn't work for me once in the past when the phone did (but YMMV).
After 3 hours on the phone with them yesterday they admitted something must have happened to the two receivers when the upgrade occured. CS rep stated that she has seen this happen to other R10 receivers but could not figure out why an older Hughes receiver would not work. She is shipping out two new receivers n/c. In checking my activity online I she she only has a credit for the one receiver. You think after 3 hours on the phone on a georgeous Sunday that they could get it right. Back to the phone I go tonight, UGH!
JLucPicard
07-23-07, 12:50 PM
Do those two new receivers come with a brand spanking new commitment, too?
I really don't see how just doing a programming upgrade can do anything to the functioning of a receiver that they feel a new receiver would fix - meaning something physical/electronic going wrong. Did you happen to have them deactivated and reacitvated to see if that cleared things? It just seems to me like something in how they have the receivers on your account. I wonder if CIS or the Access Card department could help. Although, as I just typed that, it just seems like something that any CSR should be able to take care of.
Good luck!
Who knows? I Don't really care though very happy with "D" otherwise their poor ability to fix my problem and lack of qualified reps.
DawgLink
07-23-07, 05:12 PM
That's why I ALWAYS verify all features of my account are working before hanging up with D*. These things do happen and I would rather take the time while I'm still on the phone and make sure everything is working right before I hang up.
Agreed. I just didn't think other things would be deactivated after I kept asking them to re-up everything.
Live & Learn I guess
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