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Discussion in 'DIRECTV General Discussion' started by F1 Fan, Jun 8, 2010.
Have nothing to add ... But that this is my favorite post of the thread. Agree 1000 percent.
DBSTalk is coming up on 9 years old and it's still great to see so many people getting the help they need in situations like this. Thank you all for making this such a great place.
So to totally take this down a rabbit hole, IMO the reason for that is simple. Folks have become accustomed to accepting less and paying more. The beauty of free enterprise is that you can affect change with how you spend your money (and how you make companies spend theirs). But if no one bothers to go after their $5 service credit, then it doesn't mean anything. I mean, with 18 million subscribers, even if only 25% of them call for a credit, that's still what, 15 mil? It adds up. But only when folks use the power they have as a consumer.
Hmm, my Harvard Business School training said otherwise. Its been awhile so I might have a poor recollection but I believe the first four things were to communicate to the customer that you were aware of the problem, what you knew about it, and that you were working on a fix along with a time/date when you would communicate again.
Then fix it.
The biggest problem in any business relationship is uncertainty. The more doubt and uncertainty exist, the more strained the relationship. The best ones have no doubt and no uncertainty.
A 'BBB' rating of "F". Sliding in customer service ratings. Stunning most of their customers receivers into a non functional state three times in about a year.
Its time for a change of direction.
Earl and Doug: For all you do, this Bud's for you. I wonder how many of the 18m subs know about this site. I rarely post a message but I'm on this site daily getting valuable info. I spoke to a very nice CSR getting my HD credit and even she didn't know about this site.
If DIRECTV paid me for a fraction of my time .. I'd be a rich man ..
Also remember that RBR uses the red button inside the access card door, not the remote's red button.
A subject probably better discussed in it's own thread.
WOW they did reword the free too all. Glad I called when I did. New wording:
What is HD Access?
HD Access is the name of DIRECTV's HD service. If you have a High-Def TV, you need HD service to get an HD picture. Your TV alone won't give you an HD picture. HD Access provides the HD service you need to see the HD channels available in your TV package. This service is now FREE if you're a new DIRECTV customer. No matter how many HD receivers you have in your DIRECTV system, there's no extra charge to receive HD channels. "
Think what you want .. I've now been told specifically by DIRECTV that this is unrelated to the download and that they are indeed working on it.
All I can say is, I'm glad people do find us when they need us.
Clearly no excuse for this . D* has been doing this long enough. If they can't do a software update without disturbing the customer then someone needs to be let go.
Billion dollar business aren't ran like this.
D* get your act together.
The second RBR worked.
I understand. However the facts you presented weren't meaningful.
Its entirely possible that the most recent release introduced a new code snippet and that is what choked on the guide data. The last time this happened there was a 3-4 day lag between getting the software and the guide data problem that stunned all of the receivers.
The primary point remains. I've probably owned more consumer electronics products than anyone on earth and ran the IT shop for one of the largest companies in the world. Never had a problem like this with anything, including Windows PC's where almost every customer got jammed up and had to fix it.
I know for sure if all my customers got hosed like this three times in a year, I'd be looking for a job. So would a lot of other people within the blast radius.
So I guess if theres a new software release sometime in the next week or so that it was something in the most recent release. Or maybe not. :lol:
Except that my DVRs didn’t get that update, and they have the same problem.
This problem happened regardless of firmware version, so yes it is a coincidence that it happened when your receivers got the update. Otherwise only those with the update would have this problem.
Well said!! What's a couple of restarts among friends
I never doubted that they're working on it. And the explanation also might be true. It also might just be what they want to tell you because, as that earlier blog post listed, it's a mighty bad PR spin to update for 3D and torch your customer base, the vast (VAST) majority of whom can't use it.
Oh and the difference between DirecTV paying you for your time in posting (and I absolutely agree you help a lot of people, me included) is that you ELECT to do this, while DirecTV FORCED customers like me to spend their mornings in reboot h-e-double hockey sticks. It wasn't a choice, it was a necessity.
If anyone is keeping track, mine froze twice (so far) 2 RBR so we will see...
As an old employee of mine used to say, "Too bad. So sad."
Buck it up, cowboy. Life, not only DirecTV, doesn't work this way.