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Discussion in 'DIRECTV General Discussion' started by eblong, Jun 14, 2013.
I love when pundits leave out some of the content to make their point more "favorable" :nono2:
I've never been called a "pundit" before but I'll accept it for the insult it probably is.
Policy Schmolicy. The point is being missed here. I posted initially to draw attention to the fact that this mistake is still being made. The man who took his story to the Gazette in the first place got the call from DTV, the "We're so sorry, blah, blah, blah". Situation fixed. Story over. Unfortunately, that is not true.
What amazes me is why DTV cannot get this straight with their CSR's. This is a huge company and every CSR at every call center in the country should have a uniform way of dealing with customers who have suffered complete loss of property. This happened after Waldo Canyon and I'm told it happened in Moore, OK. For all I know, it happened after Sandy too. Dish customers are not having the same issues with their company - not one complaint. There is absolutely no excuse for this and victims of the fire should not have to make multiple phone calls to DTV to sort it out. Get it right the first time.
Thank you for the link, trh, that is helpful. It was never my intention to mislead or leave out important information. I will pass that on to my friend and hopefully, he won't have to make too many calls to reach a rep who can help him.
Bottom line. I saw a lot of DTV dishes burn. I don't think I'll see a lot of them go back up and the company has no one to blame but themselves and their shoddy way of imparting information.
I don't think the point is being missed. Same thing happens when you call and ask about equipment or plans: Ask the same question to any two CSRs and you'll get at least three answers. But when you're trying to get a beneficial upgrade, around here it is called "CSR Roulette."
Their CSRs are certainly not trained well and while I've been told each CSR has the resources to answer the questions, not all properly use them.
I hope you can help your friend out and that their next phone call they get their problem resolved. It is a real shame that people who have lost everything have to go through this.
Pundit is not an insult
a person who gives opinions in an authoritative manner usually through the mass media
Although the word was in use long before there was much mass to any media.....
It might amaze you, but it's just business as usual. Most of the time the CSRs just read from scripts in front of them. I'd be willing to bet that none of those scripts have any info at all about natural disasters. A call to the Retention Department would undoubtedly solve any of these problems, but most folks don't know how to play the phone game with D* and end up talking to people who have very little knowledge. This nothing new, we've been complaining about the lack of knowledge in the first line group of CSRs for years and now that lack of knowledge has migrated to the Protection Plan.
Poor pay and lack of proper training are responsible for problems such as you're seeing and D* just keeps truckin' along.
With what DirecTV pays for the receivers and considering how much they gouge subscribers every month for them (especially this new "$25 advanced receiver fee") most of the receivers have been paid for many times over. If they have a stated disaster policy (presented in an earlier post) THAT IS HOW THEY SHOULD DEAL WITH EACH AND EVERY SUBSCRIBER INVOLVED IN A NATURAL DISASTER. Not have uninformed CSR's try to collect payment immediately for non-return of equipment or imposing an ETF when the so-called policy says it will be waived.
FWIW, When hurricane Sandy hit the east coast last year, DirecTV gave techs "permission" to turn any service call that needed rewiring or replacing receivers in to a movers, WITHOUT any charge to the customer