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Asking for a pin # when calling 800-824-9081

Discussion in 'DIRECTV General Discussion' started by Blitz68, Nov 6, 2006.

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  1. Nov 11, 2006 #81 of 100
    Wolffpack

    Wolffpack Banned User

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    Did you really mean what you typed? A few abusers were constantly ordering premiums for one day then cancelling and that action by those few abusers caused DTV to change their policy and ruined it for everyone else? Are you saying it was okay to do this once in a while (everyone else) but it's not okay to use this practice constantly? Sounds a tad hypocritical to me.

    Kinda like it's okay to kill one or two people in your lifetime but those serial killers really ruined it for the rest of us. Now none of us can do it without going to jail. :grin:
     
  2. Nov 11, 2006 #82 of 100
    serenstarlight

    serenstarlight Legend

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    Ok correct me if I'm wrong but what I'm reading in your statement is that it is ok for a customer to completely disrespect a CSR because they can't seem to possibly use an automated system and spend 5 mins dee dee deeing through the system?
     
  3. Nov 11, 2006 #83 of 100
    harsh

    harsh Beware the Attack Basset

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    As long as the college kids are living at home.;)

    Perhaps the inquisitor hasn't been around DirecTV very much. It is popular for outsiders to question why anyone needs more than a few receivers.

    This all goes to show why DirecTV customers, on average, pay $9.88 more per month for service than their Dish Network counterparts (Q3 2006 financial reports).
     
  4. Nov 11, 2006 #84 of 100
    Wolffpack

    Wolffpack Banned User

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    Unfortunately they're here WAY too often. :grin: I guess they're too "busy" at school so they feel the need to come home every couple of weeks to catch up on their selection of shows.
     
  5. Nov 11, 2006 #85 of 100
    geaux1

    geaux1 Banned User

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    They really need to file a complaint with his ISP or even go thru the legal system. Its sad that people think they can hide and do things thru the Internet.

    In reality it is SO EASY to track down 99% of people even if they created a few hotmail/gmail accounts using totally false information or even using an IP masking program.


    File a complaint over people admitting they used HBO for a day and cancelled it when the system allowed you too way back when, LOL, good luck with that, then maybe they will track you down for a psyche eval. I think you'll are tacking this way too seriously. Simple fact of life, DTV needs to get their act together or their employees will keep getting abused from irate customers, that's the way America works. If the customers had the # to the fools who ran the company, trust me, they would call them and not you, so just post their direct lines or eprsonal numbers here, and you will stop getting calls, trust me on that one.
     
  6. Nov 11, 2006 #86 of 100
    Malibu13

    Malibu13 Lifetime Achiever

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    I believe Bobman was referring to a member who has been banned for numerous accounts and not the issue of the thread.
     
  7. Nov 11, 2006 #87 of 100
    tstarn

    tstarn Banned User

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    You don't know anything about customer service. Preventing churn is certainly a competitive advantage. Sorry, but you just don't understand the business. The better the retention department, the more customers you keep. That's not a competitive advantage?
     
  8. Nov 11, 2006 #88 of 100
    OneOfOne

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    a little over a year ago this was said to me almost verbatim. if you are paying for a lot of services from them they WILL hook you up. if you are not you get what you pay for.
     
  9. Nov 11, 2006 #89 of 100
    OneOfOne

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    most companies who are fighting to grow and keep their customer base have retention departments. I used my cell phone providers' to get a better deal when my contract expired earlier this year. its also how I intend to get my current soon to be obsolete dtv hd dish upgraded this year. am I abusing the 'service'? hell no. since I am one of their 'most valued customers' they are going to do this to keep my business. and in return I will continue to pay for the level of programming I get from them. they told me earlier this year that I couldnt get a discount on the super fan package because they had no offers. they were wrong.
     
  10. Nov 11, 2006 #90 of 100
    tstarn

    tstarn Banned User

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    Agree 100 percent.
     
  11. Nov 11, 2006 #91 of 100
    JLucPicard

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    I guess I took serenstarlight's post to mean that D* did not create their Retention Department to tout the fact that they have such a department as being a competitive advantage for D* over other companies. I think all companies that provide ongoing services to customers have some kind of Retention Department. It's not a feather in D*s cap that they have one.

    Now that being said, having a better retention department than the "enemy" can be a competitive advantage. I do think serenstarlight does understand that.
     
  12. Nov 11, 2006 #92 of 100
    tstarn

    tstarn Banned User

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    Is that why he said a retention dept. is not "used as a competitive advantage"? Guess I took that sentence literally, since that is what he wrote. My point is a poorly performing retention department will be a competitive disadvantage, because it will cause people to potentially leave. The flip side is a competent retention department is an advantage, because it will cause people to stay. In my chats with retention people, they seem to be the best CSRs D* has to offer. That means they are important, and hence, a competitive advantage (if they are good at their jobs).
     
  13. Nov 11, 2006 #93 of 100
    JLucPicard

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    I absolutely agree with that post 100%! :)
     
  14. Nov 11, 2006 #94 of 100
    serenstarlight

    serenstarlight Legend

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    First of all "He" is a "She". Second of all I can't believe this conversation has continued this long but either way that's beside the point.
    So I don't know anything about customer service? This is a statement coming from someone who can't find it the least bit understandable why a company would want to prevent calls to a department that has no business going to that department.
    I fully understand the concept of what a Retention department is and what it was created for. Someone who needs a new remote or needs to troubleshoot a receiver should be going to technical not retention. And you can rest assure the individuals who have complained about the calls is retention themselves. There's nothing worse than having a small number of agents in one department and continue to have calls transferred that have nothing to do with a discount or saving a customer from disconnecting. And what happens when they're busy and customer are in queue? The valid calls are put in queue and end up having to wait 5..10.. 15 mins to talk to an agent. The whole point is that there's a specific place for a specific problem.
    I.. unlike you work for the company. So I.. unlike you.. understand the impacts far more than you could understand. The day you are screamed at because Mr So n So had to wait to reset his password on the website which takes a mere minute to do, because you had to help a customer troubleshoot searching for satellite for over an hour.. then maybe your view might be valid.
     
  15. Nov 11, 2006 #95 of 100
    Wolffpack

    Wolffpack Banned User

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    Weak and uncalled for. I don't do a he/she every freggin time I make an example or respond to a question. So now I'll add my generalization. Some "She's" get all ticked of if they are represented by the wrong sex. No "He's" do this. If you want to make sure your referred to as a "she" then change you signature or in some other way note you are a she. Otherwise, accept the fact that most forum responses referred to "he" as "he or she".

    Sorry, I have not noticed any reference to someone calling the direct retention number to replace a remote or troubleshoot a receiver. My understanding here is that most who have posted to this thread were upset because they had already troubleshooted their environment or they didn't have a problem and simply wanted to talk to someone that had the authority to make a decision, versus suggest reformatting their unit. Having a direct number to call when you know those folks are the folks to talk to, isn't all that bad and also streamlines the queues.

    So you work in Retention and you're getting these type of calls? If so, that's not good. How about you do as the 1st Tier CSRs do and when the customer says they can't get a signal, you tell them you'll transfer them to the "signal" department and push them back to 1st Tier.....or simply hang up on them like many 1st Tier CSRs do?

    Just another comment, if you do work in the Retention Department, (and I doubt that as most folks I've talked to there are very helpful and pleasant) how do you know someone calls you directly or is transferred from a CSR? I've been transferred to Retention by a CSR and I've also called the line directly, both ways you get into another queue. Are you saying you can tell where your calls are coming from? I worked in IT in call centers that utilize DAVOX equipment, and once a call is put into the queue the person answering doesn't have any idea where it came from.
     
  16. Nov 11, 2006 #96 of 100
    Wicker 54

    Wicker 54 AllStar

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    Just like E CRAP
     
  17. Nov 11, 2006 #97 of 100
    cbeckner80

    cbeckner80 Godfather

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    I'm referring to ACTUALLY "having" to talk to the computer at D*. I would prefer to just be put on hold with elevator music than have to tell a computer what my problem is, especially as has been said in this post that many of the users here usually do the basics before even calling D* for help, and I said nothing about "jumping" me or anyone else ahead of prior calls.
     
  18. Nov 11, 2006 #98 of 100
    cbeckner80

    cbeckner80 Godfather

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    See my last post.
     
  19. Nov 12, 2006 #99 of 100
    geaux1

    geaux1 Banned User

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    Someone who needs a new remote or needs to troubleshoot a receiver should be going to technical not retention.

    I'll keep calling retention for this type of stuff untill this stupid company devices a way that a custoemr who spends almost 200 a minth since 1996 can get to a person instead of a system that makes me wait on hold for 30 minutes past interminable voiice mail or whatever it's called only to get to a retard. I agree with your point, but if the company provided a capable eprson withing a reasonable amount of time at te other department, I would gladly call it, until then, I will call you or whoever I can get on the phone.
     
  20. JLucPicard

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    Sounds like it's about time this thread was closed.
     
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