If you call DirecTV....be nice!!

[ThomasM]

I always make a point of reading "the fine print" in contracts, agreements, and other legal documents sent by service providers and financial organizations to avoid nasty surprises. So I made no exception today when a new DirecTV Customer Agreement showed up in the mail (in it's own envelope, no less).

Most of it is the same old legalese it's always been (and like all of it's cousins from other outfits), but one section got my attention and a laugh.

Under Section 5 (CANCELLATION) Subpart (c) (OUR CANCELLATION) it states:

"We may cancel your Service at any time if you fail to pay amounts owning to us when due, subject to any grace periods, breach any other material provision of this Agreement, or act abusively toward our staff."

So if you decide to call DirecTV, you'd better be nice!!! :lol:

[DrZaiusATL]

Over the many many years that I have been a customer I can truly attest to the fact that they do not enforce the "act abusively toward our staff". :)

[Sintori]

I always make a point of reading "the fine print" in contracts, agreements, and other legal documents sent by service providers and financial organizations to avoid nasty surprises. So I made no exception today when a new DirecTV Customer Agreement showed up in the mail (in it's own envelope, no less).

Most of it is the same old legalese it's always been (and like all of it's cousins from other outfits), but one section got my attention and a laugh.

Under Section 5 (CANCELLATION) Subpart (c) (OUR CANCELLATION) it states:

"We may cancel your Service at any time if you fail to pay amounts owning to us when due, subject to any grace periods, breach any other material provision of this Agreement, or act abusively toward our staff."

So if you decide to call DirecTV, you'd better be nice!!! :lol:

Everyone needs to send them a nice e-mail. They're obviously working their butts off right now....

[ziggy29]

Everyone needs to send them a nice e-mail. They're obviously working their butts off right now....
If I saw blips on 103(b) I'd believe that. ;)

[markman07]

I just called 1-800-Flowers and sent them some red roses along with a small note saying "I love you." I hope that is enough.

[islesfan]

I have never acted abusively towards any CSR (telemarketers, yes, but if I made the call, never...). However, can we cancel our committment should we come across a CSR that is totally clueless and discourteous? I have come across several who are completely clueless and reading from a script, often the wrong one. I have also come across one who got beligerent almost immediately and I hung up on her.

[Doug Brott]

I've always tried to be nice to CSRs .. This was probably added in as a last-resort reason because some guy probably told them "Well your Service Agreement doesn't say anything about being nice."

When trying to get something accomplished, it's always best to communicate in a productive way.

[JLucPicard]

Over the many many years that I have been a customer I can truly attest to the fact that they do not enforce the "act abusively toward our staff". :)
Has that always been there? Or has that been recently added and now they CAN eforce it as it's now part of the agreement?

[ziggy29]

Has that always been there? Or has that been recently added and now they CAN eforce it as it's now part of the agreement?
Sounds like a good way for someone to get out of a D* contract they no longer want -- just start being abusive to the CSRs and keep it up until they cancel your account (and terminate your unwanted contract). What a positive message to send!

[jeffman]

Are you suggesting that some members may be curt when they call D*. Nonsense I say!

[Clato]

Under Section 5 (CANCELLATION) Subpart (c) (OUR CANCELLATION) it states:
"We may cancel your Service at any time if you fail to pay amounts owning to us when due, subject to any grace periods, breach any other material provision of this Agreement, or act abusively toward our staff."

So if you decide to call DirecTV, you'd better be nice!!! :lol:
==================================================
Fine you can cancel our service IF we aren't nice to directv staff

So what can we do or better yet,WHAT WILL DIRECTV do TO "STAFF" MEMBERS" THAT SHOW exceptional STUPIDITY toward customers!!!!

DAaaaaaaaaaaa

[gregftlaud]

please i've used the f word many times with csr's and customer retention after botched installs and billing errors that were supposed to be corrected but then u have to call in month after month to get it fixed.

[ChicagoTC]

I try to be nice to CSR/Telemarketers at every company. They are most likely only making slightly over minimum wage and don't want to be there anymore then we want to be calling them.

I also worked as a telemarker for all of 4hrs while in college. I can honestly say that to this point in my life it was the worst 4hrs.

[cygnusloop]

please i've used the f word many times with csr's and customer retention after botched installs and billing errors that were supposed to be corrected but then u have to call in month after month to get it fixed.

Gee, I cant imagine why they wouldn't get it right for you in the first place.

[ziggy29]

I try to be nice to CSR/Telemarketers at every company. They are most likely only making slightly over minimum wage and don't want to be there anymore then we want to be calling them.
I used to perform second-line software tech support for an Oracle database utility. While the pay was good, occasionally people treated you as the face of the entire organization (of thousands). So when they weren't happy with something in the company, you got hammered with it on occasion even when it was someone else's problem technically.

Fortunately, I think most customers do realize that the person answering the phone isn't usually the cause of their dissatisfaction, and act accordingly.

[sylvanir]

Sounds like a good way for someone to get out of a D* contract they no longer want -- just start being abusive to the CSRs and keep it up until they cancel your account (and terminate your unwanted contract). What a positive message to send!

Not quite. Here's the entire paragraph in full:

(c) Our Cancellation. We may cancel your Service at any time if you fail to pay amounts owing to us when due, subject to any grace periods, or breach any other material provision of this Agreement, or act abusively toward our staff. In such case, you will still be responsible for payment of all outstanding balances accrued through that effective date, including the deactivation fee described in Section 2. In addition, we may cancel your Service if you elect not to accept any changed terms described to you, as provided in Section 4.

[Doug Brott]

please i've used the f word many times with csr's and customer retention after botched installs and billing errors that were supposed to be corrected but then u have to call in month after month to get it fixed.

Gee, I cant imagine why they wouldn't get it right for you in the first place.

Have to agree that doing this is likely to result in a less than productive result.

[DawgLink]

please i've used the f word many times with csr's and customer retention after botched installs and billing errors that were supposed to be corrected but then u have to call in month after month to get it fixed.

I am sure they can't wait to help you out :rolleyes:

[marksman]

It is a pretty good clause, although I too can attest they don't always implement it when I came across one staffer who simply was beyond incompetent. I never talked so rudely to someone in all my life. :)

On the other hand, I have forbidden customers from my businesses in the past for abusing my employees.

[FlyBono24]

Whenever I call a CSR, I know it's not their fault that the previous CSRs screwed up. But as soon as I explain my problem, they tell me there's nothing they can do, or they start reading off their stupid policies to me, or they tell me there's NO record of a promise that a previous CSR had made (and imply that I'm lying to them).

It's not until THAT point that I start getting pissed. :D

[mexican-bum]

When I used to work at D* as a team leader most accounts that we had a problem with abuse was perverted guys calling in to order adult ppv and talking dirty to the female csr's, asking them personal questions etc. and explaining what they were doing to themselves at that time. It was really sick(heard many recorded for quality) and once you hung up they would call back until they got a female csr again, as they would immediately hang up on male reps or when the female csr would give call to manager. The thing is they would never order the ppv they would just keep calling to talk to females.:nono2:

[kaysersoze]

please i've used the f word many times with csr's and customer retention after botched installs and billing errors that were supposed to be corrected but then u have to call in month after month to get it fixed.

Sounds effective:rolleyes:

[Greg Alsobrook]

Over the many many years that I have been a customer I can truly attest to the fact that they do not enforce the "act abusively toward our staff". :)

LMAO !!!!!!!!!!!!!!!!!!!!!!!!!

[Mogo]

Over the many many years that I have been a customer I can truly attest to the fact that they do not enforce the "act abusively toward our staff". :)



HEHEHEHE I was a Service engineer for 13 years. You may not know it but the individual CSR will enforce it in their own way by deciding to not do all they can do for you. When customers were "Turkeys" they got only what was legally required. The nice customers got many extras. I can attest in my experience you treat the CSR politely and you will get far more than you think. Manners really do matter.

[DrZaiusATL]

Manners really do matter.

I absolutely believe that they do. I have gotten many perks by being nice. But you know, sometimes you get that special person that can bring the mean out of the POPE. Anyone that has had DirecTV for a long time can really understand.

[Mogo]

I sometimes you get that special person that can bring the mean out of the POPE. Anyone that has had DirecTV for a long time can really understand.


I have to agree some can really test you.

[shendley]

I've expressed this sentiment before and I know it goes against the grain of a lot of people's experiences, but I find it pretty easy to be nice with DTV CSRs. I can only think of one in the last several months I found mildly frustrating (I think he was new) because of some borderline incompetence, but for the most part when I start out nice, they're nice back and things usually get done. As a matter of fact I just had to call today to complain about a technician who wasn't returning my calls about a problem I paid $70 to have fixed. For some reason they decided they didn't want to follow up on what they had told me they would do - change out my dish to see if that was causing some problems I had. Without any hassle at all she scheduled a tech visit for Monday and put on the work order that they were to bring a new dish. Of course, we'll have to see if there's actually a new dish on the truck when they come out, but if there isn't I'd be willing to wager the problem wasn't on DTV's end.

[StanO]

I signed up for D* on 9/3/07. So far, I had to e-mail them 3 times to get my first bill straight. However, I was incorrect on something and the last e-mail I sent I was very polite. They ended up giving me some extras. So, I believe the politeness will prevail, either on the phone through e-mail.:)

[ThomasM]

HEHEHEHE I was a Service engineer for 13 years. You may not know it but the individual CSR will enforce it in their own way by deciding to not do all they can do for you. When customers were "Turkeys" they got only what was legally required. The nice customers got many extras. I can attest in my experience you treat the CSR politely and you will get far more than you think. Manners really do matter.

This is really very true!! Even if you are irked about something, it's not the CSR's fault. When I had a DVR installed in July, the Premier Satellite "professional" would not disconnect the existing standard receiver that the DVR was replacing because "it wasn't on his work order to do so". Fine. I'll call D* later and get it fixed. And I did. I explained that I wanted the new DVR to be my MAIN receiver because the old MAIN receiver was no longer going to be used. I also told the CSR that the installer wouldn't do it. The CSR apologized, fixed the problem for me, and then told me that he noticed that I had HBO and wondered if I'd like to try Cinemax for 3 months for free!!! He didn't have to do that. I bet if I would have called and said "That F---ing jerk that just left installed my new DVR but wouldn't remove my old receiver from the bill!!!!" I bet I wouldn't have gotten the Cinemax offer.... :rolleyes:

[Rosco]

This practice isn't unprecedented, Sprint started dropping their customers that kept calling in to complain month after month citing "we are unable to meet your expectations as a cellular provider at this time and suggest you try another company" http://www.washingtonpost.com/wp-dyn/content/article/2007/07/06/AR2007070602131.html

[kaysersoze]

Whenever I call a CSR, I know it's not their fault that the previous CSRs screwed up. But as soon as I explain my problem, they tell me there's nothing they can do, or they start reading off their stupid policies to me, or they tell me there's NO record of a promise that a previous CSR had made (and imply that I'm lying to them).

It's not until THAT point that I start getting pissed. :D

Stating the account has no notes about the offer does not imply anything, it is just a statement of fact.

[kaysersoze]

HEHEHEHE I was a Service engineer for 13 years. You may not know it but the individual CSR will enforce it in their own way by deciding to not do all they can do for you. When customers were "Turkeys" they got only what was legally required. The nice customers got many extras. I can attest in my experience you treat the CSR politely and you will get far more than you think. Manners really do matter.

Completely right.

It works a lot like this forum, if a poster posts a rant using profanity and insults or expresses a attitude of entitlement, no one here will want to help. If someone has a legitimate issue and is reasonable the csr's and forum members alike actually will feel for them and help the most they can. Like anything else this is not universally true, but pretty close.

[Tom Robertson]

I've expressed this sentiment before and I know it goes against the grain of a lot of people's experiences, but I find it pretty easy to be nice with DTV CSRs. ...

+1

Today I had to call in a billing error regarding NFL SF. When I had a receiver removed in May, apparently someone put it back on the account incorrectly (has happened before.) First level CSR didn't have access to the promotion, but I was polite and firm. Eventually she offered to send me to a supervisor without me asking! (First time for everything.) As there was a delay getting a supervisor, CSR kept asking me if ok to go on hold, I cheerfully said sure, no problem.

Supervisor remembered the promotion, and gladly fixed the issues on the account. Then did a great job removing my old SD receivers.

Yes, I received what I was supposed to, but it was without a fight, fuss, or problem. Just polite firmness on my part. At the end I was satisfied.

So be nice as much as possible. It will score you in the long run as Karma matters...

Cheers,
Tom

[Guitar Hero]

Some of these people you just can't be nice to. Some are obnoxious, rude jerks themselves and no amount of 'nice' you sprinkle to the conversation is going to work. I've noticed that it's women who give me the best and worst attention to my calls.

I always ask how the weather is, and if they don't care for my question, I hang up without saying a word and call right back. If you ask that question, and they don't respond in kind, or with "what does that matter, sir?" or a 'what? how is my weather going to solve anything?' then it's just best to say nothing, and hang up and call back. Trust me.

[Ext 721]

well, a company that values it's customers more than it's employees will find itself uable to keep either. Treat employees like crap, and you'll only keep crappy employees.

I'm sure people call in and make threats. I've mentioned psychos in other threads, and I know from experience that people nice and sweet as a pecan pie in person...will tear people a new eardrum when on the telephone. Especially rancid, I'm sure are people who go nutso about their sports team, and routinely get into bar fights over team rivalry. (it's been in the news recently)

Face it...some people probably call in just to yell, and if that costs the company 1 CSR every 2 months, that's thousands spent on "the new guy" until he's up to the same speed, so the measly $10-70 a month the customer puts in.....pales in comparison.

[Clato]

It is a pretty good clause, although I too can attest they don't always implement it when I came across one staffer who simply was beyond incompetent. . :).

Those are the type of "'STAFF Members", that make me wish I could pull the reciever cord real hard & fast on my phone & SLAM the staff members head into the desk as the hold their corded phone to their ear,
as a final word to staff member i usually end the call with, I'll call back & ask to speak to a supervisor someone that has some brains,and slam the phone down

[DirecTV3049]

My personal experience with CSRs at D* is all positive.

In my opinion - based solely on my experience - D* has some of the best "customer service" around when dealing with the "software" side (billing, ordering, etc.). The issues that can be resolved SOLELY over the telephone tend to get resolved pretty easily.

For me, the actual "hardware-side" of customer service at D*, specifically the installers, has been a mixed bag.

Some really good; others just "phoning it in."

Humping up on people's roofs in the midwest where we have extreme hots and colds isn't fun. So, I try to take that into account. Still, I'm paying good money and I'm usually having to burn a vacation day from work OR sit around the house on a weekend waiting for an installer to show up, or return, etc. If an installer or technician isn't going to show - for whatever reason (called in sick, stuck on another job) - a phone call to that effect from the installer/tech or local dispatch would be nice. Too often, that doesn't happen (it *has* happened on occassion, but more the exception than the rule).

Since I have more invested in an installation or service call, I'm likely to be "more upset" than when I just have to wait on hold with a CSR.

Still, not being 100% "nice" when dealing with an installer/tech doesn't mean I have to be a jerk either. I find that if I'm persisent, express some displeasure ("hey, ya know, I'm a long-time customer and I'm not very happy right at the moment, I'm hoping you can make this right"), and state my issue - the problem DOES get eventually resolved to my satisfaction.

[ThomasM]

Some of these people you just can't be nice to. Some are obnoxious, rude jerks themselves and no amount of 'nice' you sprinkle to the conversation is going to work. I've noticed that it's women who give me the best and worst attention to my calls.

I always ask how the weather is, and if they don't care for my question, I hang up without saying a word and call right back.

Aha!! Never thought of trying a 10 second "psycological evaluation" of the CSR, but I bet it really works. Some CSR's you get let you know in just the first few seconds of the call that they enjoy their job and want to help you. Some let you know just the opposite. Thanks to large call centers and sophisticated call distribution systems the chance that if you hang up and call right back that you'll get the same person is almost zilch. So, sometimes that might just be the best thing to do.

[JDubbs413]

Aha!! Never thought of trying a 10 second "psycological evaluation" of the CSR, but I bet it really works. Some CSR's you get let you know in just the first few seconds of the call that they enjoy their job and want to help you. Some let you know just the opposite. Thanks to large call centers and sophisticated call distribution systems the chance that if you hang up and call right back that you'll get the same person is almost zilch. So, sometimes that might just be the best thing to do.

I just called one and requested a new HR20 (my current one has more problems than you can think of) and she didn't ask any questions really, was very quiet double-checked my address and said one would be here in about two days. Can't ask for more than that lol.

[kaysersoze]

Those are the type of "'STAFF Members", that make me wish I could pull the reciever cord real hard & fast on my phone & SLAM the staff members head into the desk as the hold their corded phone to their ear,
as a final word to staff member i usually end the call with, I'll call back & ask to speak to a supervisor someone that has some brains,and slam the phone down

From your post and your sig i would have to assume you are bipolar.:D

[jsizzle]

please i've used the f word many times with csr's and customer retention after botched installs and billing errors that were supposed to be corrected but then u have to call in month after month to get it fixed.

I am a Directv csr. I know it is frustrating to be placed on hold and transferred 4 or 5 times before you get to someone that can actually resolve your issue. As a csr you get immune to beng called names and being cursed at for reasons beyond your control. It is always best to live by the golden rule, Do unto others as you would have them do unto you. as far as the section in the tv customer agreement:

(c) Our Cancellation. We may cancel your Service at any time if you fail to pay amounts owing to us when due, subject to any grace periods, or breach any other material provision of this Agreement, or act abusively toward our staff. In such case, you will still be responsible for payment of all outstanding balances accrued through that effective date, including the deactivation fee described in Section 2. In addition, we may cancel your Service if you elect not to accept any changed terms described to you, as provided in Section 4.


Acting abusively towards directv staff: can be escalated by an individual csr at any point in time that they feel verbally or otherwise threatened or harassed.
Just because you are abusive or rude with a csr on the phone does not mean your account will be shut down. Depending on the severity of the abusivness and how often you are abusive towards directv staff depends on how long it takes for you to no longer be a customer.

[Milominderbinder2]

There is nothing to be gained by belittling or in any way being mean to a CSR.

You are typically calling them when you get to be at home. You probably get yelled at less at work. And gosh, they may not get paid as much as you.

Any time you are calling DIRECTV, you are negotiating. You are trying to make a sale.

You don't make the sale unless you are nice.

- Craig

[gizzorge]

When I was in high school, I worked at Burger King. On rough days, we'd actually write NP on people's receipts to make sure we were really nice to those "nice people." We made sure their food was hot, the fries were nice and fresh, that the drink was filled to the top, etc. It's great to please nice people. Heck, we even told them we slipped them a free pie because they were so nice. Managers didn't seem to mind.

If someone upset us, we could care less if we got their order right, if they got fresh fries, or if their drink lid was on right so it didn't spill all over the inside of their car. We just wanted those idiots out of there. If they came back and complained, we would tell the manager that they were a jerk, he'd give them a free small fries coupon, and they'd leave.

When you're nice to people who have something you want, they are more inclined to give it to you. Of course, that's not the REAL reason to be nice... :lol:

[FlyBono24]

When I was in high school, I worked at Burger King. On rough days, we'd actually write NP on people's receipts to make sure we were really nice to those "nice people." We made sure their food was hot, the fries were nice and fresh, that the drink was filled to the top, etc. It's great to please nice people. Heck, we even told them we slipped them a free pie because they were so nice. Managers didn't seem to mind.

If someone upset us, we could care less if we got their order right, if they got fresh fries, or if their drink lid was on right so it didn't spill all over the inside of their car. We just wanted those idiots out of there. If they came back and complained, we would tell the manager that they were a jerk, he'd give them a free small fries coupon, and they'd leave.

When you're nice to people who have something you want, they are more inclined to give it to you. Of course, that's not the REAL reason to be nice... :lol:

And of course there are always those people who are just having a bad day... and to have their soda spill all over their car because the idiot in the drive-thru window purposely left it loose would probably push them to the breaking point and make them come back there and kick your ass. :rolleyes:

[DawgLink]

If someone upset us, we could care less if we got their order right, if they got fresh fries, or if their drink lid was on right so it didn't spill all over the inside of their car. We just wanted those idiots out of there. If they came back and complained, we would tell the manager that they were a jerk, he'd give them a free small fries coupon, and they'd leave.

Sadly, I tend run across these types quite a lot already AND I am nice.

:rolleyes:

[achildfromthe80s]

Not exactly DirecTV but I think this is something that can go off topic and still be on.

Here's two examples of customer service.

I had to call GameTap due to a software problem with Vista. Being I am a computer tech, I understand that sometimes things go wonky from time to time with new software. The guy came out and said because I was so nice to him because he'd been getting nasty phone calls all day, he'd give me a few free months of the service, which I thought was very nice. I also learned alot about how testing went on for Vista so I thought that was very cool.

On the other end of the spectrum is Comcast. When I moved, I think I had DirecTV and Comcast show at the same time. Comcast never showed and when I called to ask what happened, they said the tech said no one was home. Of course that was impossible as I was moving things in to the house all day and there was always someone there. They said the tech left a note on the door, to which I said, sure, they were able to do that with the door wide open. They said they couldn't come back to install my internet for 2 weeks, which is when I got pissy. I fought with a supervisor for about 20 minutes and when I finally said I was going to Verizon, he said, good luck, the speed isn't the same. I then informed him I was getting FIOS and magically there was a tech out in 10 minutes. Absolutely amazing. :)

Just my two cents. :)

Brad

[heavyobjects]

Any private business maintains the right to refuse service for whatever reason as long as it does not breach fair trade and refusal is not on the basis race, color, religion, national original or disability.

[tim81]

just passing on a story from a friend of mine who worked as a billing agent at D*:

my friend (female) ended up getting into some sort of fight about some charges with a customer, unfortunately he was not getting what he wanted out of the situation, and after a lengthy phone call, told the the csr that he sincerely hoped she realized what a sad and evil person she was, and went into detail how he hoped her brakes failed on the way home from work that night and she died in a fiery car accident...

he no longer has D* service.

the new lease addendum might be there to cover some legal angle or even employee retention by saying so and so company stands by you agains the evil customer. who knows...?