Customer Service is BACK!!!!!!!!!!!

[SteveHas]

Long live DirecTV! :hurah:
Good by to News Corp!
Look Out Cable and fiber!
The Good Old Days are Back!!! :D
I just got off the phone with a Customer Service Rep named
Debbie employee # V1430
I called because in all of my years as a loyal, and stead fast DirecTV subscriber I had never, ever gotten anything for free. I bought all of my equipment, installed everything myself. All the time watching people get free this, and free that.
I recently suffered through lousy customer service, and almost criminal installers.
I was ticked, and felt a little take advantage of.
Debbie fixed all that and went way above and beyond.
My faith is now restored in this company, and I feel loved again!
Its just like 1999 again, (I'm gonna party like it is!).
Thank You, Thank You, Thank You! :grin:
The Love is Back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! :D :D :D :D :D :D :D

(by the way Debbie, today is mine and my bride's 17th Wedding anniversary. Thanks from both of us!)

[danor]

Long live DirecTV! :hurah:
Good by to News Corp!
Look Out Cable and fiber!
The Good Old Days are Back!!! :D
I just got off the phone with a Customer Service Rep named
Debbie employee # V1430
I called because in all of my years as a loyal, and stead fast DirecTV subscriber I had never, ever gotten anything for free. I bought all of my equipment, installed everything myself. All the time watching people get free this, and free that.
I recently suffered through lousy customer service, and almost criminal installers.
I was ticked, and felt a little take advantage of.
Debbie fixed all that and went way above and beyond.
My faith is now restored in this company, and I feel loved again!
Its just like 1999 again, (I'm gonna party like it is!).
Thank You, Thank You, Thank You! :grin:
The Love is Back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! :D :D :D :D :D :D :D

(by the way Debbie, today is mine and my bride's 17th Wedding anniversary. Thanks from both of us!)Hold that thought :lol:
It'll be good just as long as you don't call them back again...;)
.

[MIAMI1683]

Yea they are getting much better. They are starting to understand what it takes to make most customers happy. I couldn't be happier eihter with D* and thier service's

[dpeters11]

Long live DirecTV! :hurah:
Good by to News Corp!
Look Out Cable and fiber!
The Good Old Days are Back!!! :D
I just got off the phone with a Customer Service Rep named
Debbie employee # V1430
I called because in all of my years as a loyal, and stead fast DirecTV subscriber I had never, ever gotten anything for free. I bought all of my equipment, installed everything myself. All the time watching people get free this, and free that.
I recently suffered through lousy customer service, and almost criminal installers.
I was ticked, and felt a little take advantage of.
Debbie fixed all that and went way above and beyond.
My faith is now restored in this company, and I feel loved again!
Its just like 1999 again, (I'm gonna party like it is!).
Thank You, Thank You, Thank You! :grin:
The Love is Back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! :D :D :D :D :D :D :D

(by the way Debbie, today is mine and my bride's 17th Wedding anniversary. Thanks from both of us!)

Consider yourself lucky, we are dealing with them right now and have been transferred several times, and disconnected at least 4.

[texasmoose]

I dread the day D* outsources its CS to India or some other foreign cuntry! It'll cum you can bet on it!

I've had some luck as of late, but it's a crap shoot as to whether or not you'll get a savvy CSR or not...............

[SteveHas]

Hold that thought :lol:
It'll be good just as long as you don't call them back again...;)
.

Once upon a time it was always good service (read as Liberty Media ownership).
Then came Rupport Murdoch.
The CSR I spoke to told me that there have been "alot of management changes" since Liberty took majority ownership again. They have also started to give the employees incentive programs again recently in an effort to re-motivate them.
This sounds like the start of something real.

[Koz]

I thought the Liberty Media change of ownership was only announced, but not completed yet. It seems strange that Liberty would have any impact yet.

[DCSholtis]

I thought the Liberty Media change of ownership was only announced, but not completed yet. It seems strange that Liberty would have any impact yet.

It's not completed yet. Not expected to be completed until September or October at the latest.

[seern]

I had recently cancelled the D* Guide, but they dinged me for not paying my full bill which included the charge for it plus a late fee. The CS rep took off the Guide charge, but couldn't reverse the late fee, so he gave me $5 off for the next 3 months to compensate. Though I have to admit when I asked him about the status of D10, he started talking about the Big Ten Conference football they would be carrying.

[Kevin Dupuy]

Once upon a time it was always good service (read as Liberty Media ownership).
Then came Rupport Murdoch.
The CSR I spoke to told me that there have been "alot of management changes" since Liberty took majority ownership again. They have also started to give the employees incentive programs again recently in an effort to re-motivate them.
This sounds like the start of something real.

Again? When was Liberty majority owner before? Wasn't Hughes majority before News Corp.?

[shrappa]

I thought the Liberty Media change of ownership was only announced, but not completed yet. It seems strange that Liberty would have any impact yet.

Its not Liberty, thank the new Customer Relations Senior VP-Ellen Filipiak. She has really "shook things up" there. But done a FABULOUS job. :D

http://phx.corporate-ir.net/phoenix.zhtml?c=127160&p=irol-newsArticle&ID=980951&highlight=

[danor]

Once upon a time it was always good service (read as Liberty Media ownership).
Then came Rupport Murdoch.
The CSR I spoke to told me that there have been "alot of management changes" since Liberty took majority ownership again. They have also started to give the employees incentive programs again recently in an effort to re-motivate them.
This sounds like the start of something real.
You are absolutly right.
That's what makes it so disturbing.
Last year when I was doing some upgrading I made quite a few calls into D* and the experience (as I told them) was nothing less than extremely impressive.

This last couple of weeks with them has been nothing less than pathetic.

I will say though, that normally, when I get cued to a service tech the experience is quite good.

And so, I hope you're right.
They're hurting themselves where it counts...

[Dolly]

I'm glad to hear most of this thread. It does sound like D is trying to get back to the good old days when service was great :) I personally think at least some of this came about because E* caught up to D in Customer Satisfaction.

[shrappa]

I'm glad to hear most of this thread. It does sound like D is trying to get back to the good old days when service was great :) I personally think at least some of this came about because E* caught up to D in Customer Satisfaction.


Dont forget this!

http://www.multichannel.com/article/CA6363083.html

The numbers speak for them selfs. If WOW was available here, I think I "might" go for it.

[danor]

Dont forget this!

http://www.multichannel.com/article/CA6363083.html

The numbers speak for them selfs. If WOW was available here, I think I "might" go for it.That's the whole point.
Your link is for the article -
By Steve Donohue -- Multichannel News, 8/16/2006 5:20:00 PM

Like so many have been saying, they were quite good way back then,
But life is short and there's,
no time like the present...:(

[purtman]

Deb is not an exception. This posting is. I've had several bad occurrences with D*. In about 90 percent of them, the CSR offered me things, even though I didn't ask. They were very good about this. I have to say that I would easily give their CSRs a positive rating.

[TigersFanJJ]

Having to deal with D* cs on a daily basis, I don't see it as any better recently.

One of the worse csr calls I've had came just a couple of days ago. My grandfather's 10 year old RCA receiver crapped out on him, so I gave him a D10-200 that I had left over from when I upgraded to my R10 a couple of years ago. Naturally, the csr didn't want to transfer his card and insisted that he had to order a brand new card for $20. I knew I should have hung the phone up and called back. But I happened to have a new card with me, so I went ahead and activated it with that card.

I then called back to get the access card team to change the card from leased to owned. They said the D10-200 was never active on my account, so they couldn't change it. :nono2: They tried to say that and tried to get off the call with me several times but I kept politely insisting they were wrong about it. Finally, they girl mentioned that their system did show that my original install was for 4 receivers but they only had the receiver info for the 2 D10-200s that I currently have active. From there, I was finally able to get her (with her supervisors approval) to change it to owned.

I know it all got worked out in the end, but it was about three hours of hassle for a problem that should have been taken care of in about ten minutes. :(