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D* passes AT&T Uverse and Dish in Customer Satisfaction Index

Discussion in 'DIRECTV General Discussion' started by Satelliteracer, May 17, 2011.

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  1. Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    From a service perspective, I've had one CSR that was rude beyond rude with DIRECTV. This was many, many moons ago and I simply hung up and called back at a later time. Other than that incident, every CSR I've dealt with has been top notch with some even going above that level. I've been way more than satisfied with each call.

    From an installer perspective, I haven't had a whole lot of experience .. There was one incident where I was annoyed because the guy showed up at 7pm for a 12-4 appointment window. I solved that problem by finding the earliest morning appointment. Since then my 8-12 appointments have all shown up between 7:30am and 8:30am ..
     
  2. tonyd79

    tonyd79 Hall Of Fame

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    Since i dont see anything mediocre about the service I pay for, I don't see where this is germane.

    Full digital HD goodness coming from re sky that I can record, timeshift, share around my network, etc. for a market set price. Nothing mediocre there.

    Everytime I have called I get good prompt service and no mistakes. Nothing mediocre there. In fact I usually wind up joking with the csr.
     
  3. Alan Gordon

    Alan Gordon Chancellor

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    I think it depends upon one's experiences...

    I lived through the "agony" that was DirecTV service via Pegasus... but ever since I've been with DirecTV proper, my service experience with DirecTV has mostly been great.

    I say mostly because I had some issues with an install last year that was a pain in the butt, but thankfully, it got straightened out 110%, and of course there was an issue with some of the channels in my locals when my locals launched last year, but a kind person with DirecTV :))) finally got that mess straightened out.

    Now you may say that "mostly" may not be good enough, but when you're dealing with a company as large as DirecTV, I don't think "perfection" is possible, so "mostly" becomes a really big compliment... particularly when I think about the customer service issues I've had with my cell phone company earlier this year and late last year. Those issues made the issues with DirecTV I mentioned above seem very small, and unlike the cell phone company, DirecTV corrected their mistakes and apologized multiple times for my trouble. To me, that's pretty darn good...

    No, I have complaints about them lacking some of my favorite channels (BBCA, AMC, TCM, CW DNS, etc.) in HD, and I'm disappointed that DirecTV is no longer offering ABC in HD in our local package here, and the SD ABC they're giving us has a MAJOR issue, but overall, I'm pretty satisfied with my service, especially the times I've dealt with them personally (customer service, etc.).

    ~Alan
     
  4. QuickDrop

    QuickDrop Hall Of Fame

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    In general, I feel this poll tends to be skewed.

    The Top 4 in satisfaction are:

    1. Fios
    2. DirecTV
    3. AT&T
    4. Dish Network

    The common denominator is that they are not cable. Cable is the status quo. A customer usually must choose not to have it rather than subscribe to it. Once a person decides to choose something other than cable I suspect they are less likely to complain because they made a choice under their own control and complaining about it would reflect poorly on them, while cable subscribers, many of whom are afraid to choose differently, view cable television as something omnipresent and beyond their control, so complaining about it doesn't, for them, reflect on their own choices.
     
  5. tonyd79

    tonyd79 Hall Of Fame

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    Fell for the Verizon ads, huh? Fios is cable.
     
  6. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Allen, TX
    Isn't Uverse cable, too?
     
  7. tonyd79

    tonyd79 Hall Of Fame

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    Don't know. Never saw it.
     
  8. jal

    jal Icon

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    How does the quality of HD picture on U-Verse compare to Directv? Does it matter where you are located (e.g. does U-verse quality vary depneding on where one lives?). The u-verse model has some positive aspects to it (e.g. no cost equipment for up to 8 tvs), but some negatives as well (only between 2 and 4 HD feeds can be watched/recorded at a time). I would think that the feeling about customer service relates directly to how many times technical problems occur with each provider.
     
  9. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Allen, TX
    It's horrible on U-Verse no matter where you live. Distance from the "box" doesn't affect PQ, but it does affect how many HD streams you get.

    Swanni said:
    I'm only quoting him because I know he stole the information directly from ACS. He's still a tool.
     
  10. Hoosier205

    Hoosier205 Active Member

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    Hmmm...I just noticed the racist tinge to one of his recent "articles" and it does not surprise me.
     
  11. TDK1044

    TDK1044 Godfather

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    :


    I had U-verse for 30 days and walked away from it. Several reasons. The main reason was that the HD picture quality was so compressed that it was unacceptable to me. I would rate DirecTV HD pictures as 8 out of 10 and U-verse a 6 at best. The second issue with U-verse is that your profile (the number of HD streams you can get) is directly related to your distance from the VRAD. The further away you are, the fewer HD streams you can get. Lastly, U-verse can only work with a single DVR.

    Anyone with DirecTV's Whole Home DVR is far better off than any U-verse customer will ever be. I have Whole Home DVR and three HD DVRs. I can therefore record six different channels in high quality HD and play them back on any DVR. With a bigger SWM and more DVRs, I could record even more HD. U-verse can't touch that. :)
     
  12. QuickDrop

    QuickDrop Hall Of Fame

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    That wasn't my point. Telecos and satellite are usually the second and third choices in areas served by "traditional cable." Traditionally, customers choose to switch to them from whatever cable company is serving their market and I believe customers are less likely to be " not satisfied" with them (vs cable) because they are more likely than cable customers to believe that their non-satisfaction reflects poorly on them.
     
  13. tonyd79

    tonyd79 Hall Of Fame

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    Okay. I see.
     
  14. JeffBowser

    JeffBowser blah blah blah

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    I'm not saying DirecTV's service is bad by any means. After all, I stick with them. What I am saying is, it's not great, either. And by "service" I am talking about the CSR experience, not the delivered product. It is mediocre, starting from the byzantine menuing system you have to traverse to get anywhere, all the way to the lack of current info/empowerment the front line CSRs suffer from. I've never had a problem with DirecTV that wasn't solved. That's not the point, the point I make is, it is too difficult to get to that resolution too often. All the replies up here have just solidified what I see across the board in nearly all the customer service world - we are indeed being conditioned to accept less and be happy with it (a 69 is an D- in my world). I refuse to go down quietly on that subject. In my company, when you call, you get a human being, immediately. A locally grown, English speaking, individual with all current information available to them, and considerable power of their own to cure any issues. This is the standard to strive to.

     
  15. RACJ2

    RACJ2 Hall Of Fame

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    Its funny that you say that, because the company I work for strives for mediocracy for our CSR's. This is second hand info, but someone told me this after attending a session with our Sr Mgr of Client Service. This person asked why we don't train people better and staff so we can provide correct answer in a more timely fashion. His response was "Oh no, we don't want to do that, then they will always expect that kind of service. We can't set the bar that high, because when they don't receive that type of service they will be upset. :nono2:
     
  16. Shades228

    Shades228 DaBears

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    I'm sure that person would say something different if the CEO asked them. No company strives for mediocracy intentionally.

    Service industries always score "low" in these sections because companies have trained customers to do so. The largest reasons for people who give middle of the line remarks are due to multiple reasons:
    • If you get a survey after service and you rate them low they call you back and try to make you happy.
    • People rank services low because of factors that have nothing to do with the survey. Like pricing, lack of expected services,
    • Political views
    • Letting outside factors that didn't happen to the individual, friend was slighted or read something in a paper that they didn't like
    • Compare the service they get to another company that isn't in the same industry.
    People who score to extremes (1-3 8-10) are generally people who have had positive or negative experiences because they reflect that in a number they relate to.

    Now this doesn't mean that DIRECTV, and every other company out there, cannot get better. It also doesn't mean that they can become complacent but it does mean that they on average provide a level of service that people find satisfactory.

    In my opinion I know companies will eventually make a mistake. The true charater is when they do to correct that mistake. Most companies usually get it right, but sometime they don't. People are also changing what customer service means to them. A generation ago it meant that people were friendly, polite, and made you feel warm and fuzzy. The current generation coming up equates customer service to time and value. If you're fast and get a discount or promotion it's good.
     
  17. RACJ2

    RACJ2 Hall Of Fame

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    I'm sure the factors you mention do come into play with CSI. Although there may be other reasons as well. Maybe CSR's aren't as well informed as customers expect them to be. Possibly they give a low rating, because they waited on hold too long. Or they hated the automated system they had to maneuver through, just to speak to a live person.

    And I'm not sure if companies actually strive for mediocracy as I mentioned. But they may not be too concerned about providing mediocre service, that is best in class. Take DIRECTV for instance. Could they be using the same philosophy with customer service that they use with adding HD channels to standard packages "Why add more HD when churn is low and profits are at record highs". They could think, why invest in adding more CSR's or in additional training for them. Sales are great and our net loss of customers is low. So why create more expense, which reduces profits and shareholder wealth.
     
  18. fireponcoal

    fireponcoal Icon

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    this fios comment is spot foocking on.
     
  19. tonyd79

    tonyd79 Hall Of Fame

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    It is a shame. Verizon does a good job of delivering services (phone, mobile, internet, TV) but a lousy job of running them all from a customer interface no matter if you are using their webpage or their people. Still trying to find out why the verizon webpage is so slow.
     
  20. gilviv

    gilviv Godfather

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    I couldn't be happier with the service I receive from D*, a minor thing here or there is OK. My parents recently had a Uverse bundle installed and well..... ATT botched it.! The install was a mess, their account and billing are all screwed up. And now subsequent connection problems with endless time spent trying to get someone NOT to pass the buck and transfer you all over the entire ATT network.:nono2: I told them they should have gone with DirecTV.....but NOOOOO.....when do parents ever listen to their children.:p
     

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