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721 and a CSR

Discussion in 'DIRECTV General Discussion' started by veryoldschool, May 18, 2007.

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  1. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

    42,679
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    Dec 9, 2006
    I went to watch a recording tonight and had a black screen with searching for authorized content message. Next I tuned to the channel to see the 721 message. WTF?
    Called the D* number on my bill. At the prompt said 721, and the system said it would resend my authorization. No help so then pressed zero.
    It was just before 2 AM in Alabama, when the CSR came on the line and said she would resend it herself. Again no luck. This was for Showtime that I've had for years.
    Then I asked her to check their computer so see if it took a dump. While she was checking, I remembered that an earlier CSR had given me a Showtime for several months for free [due to problems before]. That was it, the computer had canceled the package. The CSR was quick to add it back and that got the channel back, but not the recording, bummer. By this time I'd asked her how many mean & nasty customers she'd had. She said she'd lost count & we figured that was before her first coffee break. :lol:
    Now to make up for the lost recording [which will re-air in a few days which I told her], she gave me $5 off for the next three months. I told her she didn't have to [and hadn't asked for it] but she wanted to do something for what had happened.
    10 min after she was to go home, & she was still laughing at 2 AM.
    I won't say she was a rocket scientist, but I didn't need one & found a friendly voice, that fixed the my problem.
    As bad as a call do D* can be, getting them to laugh has always worked the best for me.:D
     
  2. Ext 721

    Ext 721 Icon

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    Feb 26, 2007
    Sugar, not vinegar, eh?

    Always the best way to get soemthing out of anyone. Be a friend!
     
  3. ProfLonghair

    ProfLonghair Hall Of Fame

    1,119
    3
    Sep 26, 2006
    CMH
    I thought you were supposed to hop straight to retention, threaten to leave, etc, and demand free service for a year, and new receiver, and limo service. Isn't that what everyone else does?

    Nice to see someone get rewarded for playing by the rules and being a nice guy.
     
  4. John4924

    John4924 Icon

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    Mar 19, 2007
    Good for you, VOS. I have always respected your counsel, and now I respect you even more! :)

    Cheers,
    John
     
  5. gnwes

    gnwes Mentor

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    Oct 9, 2006
    Im always nice and never get anything..... so lucky you. :rolleyes:
     
  6. Badger

    Badger Legend

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    Jan 30, 2006
    I also had a pretty good experience when calling D* 11 days ago to upgrade to a HR20, 2 new lines, and 5 lnb dish. The first CSR wasn't real friendly and I declined the offer. After about an hour of thought I decided that the offer wasn't too bad and decided to accept it. I called back and the person who answered the phone wasn't sure how to write up the order and asked if I would hold while she found someone who could and I said that was fine. After about 5 minutes on hold another person came on the line and said I should hang up as there was no reason I should have to be on hold and they would call me back. In about 4 minutes I was called back by "Virgil" and he was great. He quickly ran through setting everything up and said I could have installation the next morning which was fine with me. He explained the commitment clearly. The installer was here on time the next day and the install was done in about an hour with another 45-60 minutes while he ran the wife and I through the operation of the HR20. He did such a nice job with that that I gave him a $20 tip. When he left he gave me his cell phone number and encouraged us to call him if we had any questions while we were learning to operate the HR20. So I made 2 calls to D* which were answered immediatly upon completion of the auto answering deal, spent no more than a half hour total on the phone (mostly with "Virgil" setting everything up), and had an install by a very competent tech less than 24 hours after my order was placed. We're happy with D*.
     
  7. talkdj

    talkdj Mentor

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    Jan 21, 2007
    My experience with Direct has been fantastic (which is not the way it was when we were previous subscribers 6 years ago). They give me credits when I don't even ask for them and the support is very good. Though I did have a problem with getting the MLB in HD and found out that I was missing the Superfan part of the package (ching ching another $39). But now we can see most of the Mariner games in HD so my wife is very happy. That's what it's all about isn't it? God speed Directv! Now could someone please fix the HD signal of WEWS (Ch. 5) here in Cleveland.
     
  8. CobraGuy

    CobraGuy Godfather

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    Apr 23, 2007
    Wow. That is fantastic. Unfortunately, there are just too many stories of an opposite nature...
     
  9. Michael D'Angelo

    Michael D'Angelo Lifetime Achiever

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    Oct 20, 2006
    It has been great almost every time I have talk to a CSR. At worst it has been good at couple of times. If you talk to them nice and like if they are you friend that goes a long way.
     
  10. JeffBowser

    JeffBowser blah blah blah

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    Dec 21, 2006
    My experiences are great. I have had contact with DirecTV only 3 times in 7 years. Can't beat not calling them at all. 1st time was initial install. Second time was upgrade to 5lnb and H20. 3rd time was for a piss-poor 5lnb mount. Not a bad track record.
     
  11. SledDog

    SledDog Icon

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    May 5, 2007
    As with all else, you usually only hear about the bad experiences. It's nice to hear about the good stuff. The folks at D* have been great from start to finish on my new install. I switched from E*.
     
  12. rkjg24

    rkjg24 Legend

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    Apr 23, 2007
    Exactly. People like to tell the bad things, rather than good.
     
  13. Ext 721

    Ext 721 Icon

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    Feb 26, 2007
    On the average, most people receive average service, and write nothing.

    And when excellent and poor service happen, the poor service stories are 10 times as likely to be shared as the good stories.

    Human nature.
     
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