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DirecTV "Resolution Department"

Discussion in 'DIRECTV General Discussion' started by kenpac89, Jul 30, 2010.

  1. bidger

    bidger Hall Of Fame

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    Agreed. And I'd like to know why this info isn't something we can access on our online account.
     
  2. kenpac89

    kenpac89 Legend

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    Another follow-up...

    I received a phone call from the President's office this morning. He explained to me that I was repeatedly provided the wrong information and apologized, etc. He explained to me again, how the system is set up. He told me that he has the ability to remove the contract renewal that was applied the other day. He mentioned that it should take effect in the next few weeks once the system resets or something (I don't know why it takes so long), but until that time every CSR should have the ability to see right away that I am not under contract. I shouldn't have to bring it up or make them investigate it at all.

    So, I will probably call them in a few days with the simple question of asking when my contract is up to see what they say. At any rate, they have at least bought peace and quiet from me for another month or so.

    I don't want to leave DTV, as I do love the programming, etc. But, this just rubbed me the wrong way.
     
  3. raoul5788

    raoul5788 Guest

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    Very understandable. I would email them and ask for the commitment date. That way you have a record of it.
     
  4. Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    I understand the desire to call back, but if the office of the President said it would take a couple of weeks to show up, you may want to consider waiting the full two weeks.
     
  5. inkahauts

    inkahauts Well-Known Member

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    I totally disagree.. :D They don't change the software, because the reality is that would cost them millions to implement a true new system that would properly handle all the things it would need to handle, and they don't want to spend the money, they'd rather see it as profit... Thats why they don't upgrade, not because it screws customers.. Customer satisfaction either way is below bottom line profits for any and all companies....
     
  6. Carl Spock

    Carl Spock Superfly

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    BattleZone, I think that DirecTV deliberately doesn't want front line CSRs to be able to move a receiver from leased to purchased, that it isn't faulty software but a deliberate plan.

    An inside/outside team, with half of the scammers lining up prospective DVRs and receivers, and the other half as CSRs, could steal equipment from DirecTV all day long if they could make the switch.

    Don't like a conspiracy argument? How about incompetence. One of you sweet talking sumuvabitches gets a CSR confused (not hard), and encourages them to switch their leased piece an owned one. You win/DirecTV loses.

    I would put this switch under the tightest of controls, and it looks like DirecTV feels the same way.

    Of course, none of this forgives the poor way kenpac89 was treated, but in the end, the system did work. Shabbily, but it did work.
     
  7. BattleZone

    BattleZone Hall Of Fame

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    Dish doesn't have any problem getting it right 99% of the time, and their CSRs have the ability to do it either way. I have no problem making it a "supervisor-approval" thing, but having NO ONE on the front lines having this ability is just stupid.
     
  8. raott

    raott Hall Of Fame

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    So instead they open themselves up for a class action lawsuit by knowingly extending the contracts on many, many customers without any authority whatsover to do so.
     
  9. joshjr

    joshjr Hall Of Fame

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    When it is finally fixed what you need to do is email them and ask what the commitment date is. Then when they email that back keep that for your records. It will come in handy someday when you have not made anymore adjustments but have an email from D* stating that you are not under contract.
     
  10. raoul5788

    raoul5788 Guest

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    http://www.dbstalk.com/showthread.php?p=2546867#post2546867
     
  11. Carl Spock

    Carl Spock Superfly

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    raoul, did your ego get bruised?
     
  12. joshjr

    joshjr Hall Of Fame

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  13. raoul5788

    raoul5788 Guest

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    Nope. Did my post annoy you? If not, why did you respond to it?
     
  14. JACKIEGAGA

    JACKIEGAGA N.Y. FOOTBALL GIANTS

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    Can I have the email adress thanks
     
  15. Carl Spock

    Carl Spock Superfly

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  16. JACKIEGAGA

    JACKIEGAGA N.Y. FOOTBALL GIANTS

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