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Great Customer service Experience

Discussion in 'DIRECTV General Discussion' started by diggerg56, Nov 13, 2012.

  1. diggerg56

    diggerg56 Legend

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    Sep 26, 2007
    Since sometimes bad experiences can generate posts here, I thought I would share a good one. I've been a sub since 1994 and have a variety of experiences with Directv under my belt but this was a good one.

    On Sunday we had a very close lightning strike that took out the HDMI Outputs on two of our four units. (HR21, H21) Component outputs still work on both of them but not HDMI. (I had already verified the inputs on the TV weren't fried.)

    I do have the protection plan so I got through to one of those reps (Oregon call center) right away. She processed the replacements in under five minutes, gave me the confirmation numbers and I was out of there.

    She did try to upsell me to the Premium Protection Plan but i didn't commit.

    Very smooth process from a very helpful agent. wish it was always that way.
     
  2. smitbret

    smitbret Legend

    133
    3
    Mar 26, 2011
    I am a DirecTV CSR and I approve of this message.

    But seriously, thanks for the good words.
     
  3. RunnerFL

    RunnerFL DIRECTV A-Team

    17,046
    311
    Jan 4, 2006
    That's awesome! I had an HR21 with an HDMI port that died a year or so ago and they refused to replace it stating that component still worked.
     
  4. wahooq

    wahooq DBSTalk Club DBSTalk Club

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    Oct 19, 2011
    Tulsa, OK
    Technically thats true...
     
  5. diggerg56

    diggerg56 Legend

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    Sep 26, 2007
    Yes it still works but it certainly doesn't deliver HD. If you're paying for HD, you should get HD.
     
  6. wahooq

    wahooq DBSTalk Club DBSTalk Club

    931
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    Oct 19, 2011
    Tulsa, OK
    ummm component delivers 1080p
     
  7. west99999

    west99999 Icon

    1,348
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    May 11, 2007
    I thought component only delivered 1080i. Are you sure?
     
  8. MikeW

    MikeW Hall Of Fame

    2,565
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    May 16, 2002
    DirecTV restricts 1080p to HDMI only.
     
  9. tazzboo

    tazzboo Cool Member

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    Jun 28, 2008
    That is great that they helped you out. I have to say that for 95% of my transactions with Directv they are Spectacular. I always treat the CSR as I would want to be treated. The other 5% well I just kindly hang up and call back and get a person that is more intune with helping. I figure everybody has a bad day sometime or another.

    Nice to see a positive post....

    I like my Directv been with them since 1996 or longer....:D
     
  10. diggerg56

    diggerg56 Legend

    222
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    Sep 26, 2007
    Pretty sure Compnent doesn't do 1080p...I was confused though and thinking A/V rather than the actual component jacks.
     
  11. RunnerFL

    RunnerFL DIRECTV A-Team

    17,046
    311
    Jan 4, 2006
    I didn't say it wasn't true.
     
  12. RunnerFL

    RunnerFL DIRECTV A-Team

    17,046
    311
    Jan 4, 2006
    The best DirecTV allows on component is 1080i. Not to mention audio isn't carried over component so it's 2 sets of cables you have to run to replace 1 single cable because DirecTV doesn't/didn't see a failed HDMI port as a problem.
     
  13. wahooq

    wahooq DBSTalk Club DBSTalk Club

    931
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    Oct 19, 2011
    Tulsa, OK
    I quit using HDMI after losing 2-3 cables to lightning storms...I have been using component for over a year
    when I choose a 1080p Cinema on Demand, my 1080p light on my HR34 lights up and my TV says its receiveing a 1080p signal.
    PLus I have always been under the impression that HDMI and component are interchangeable with out loss of HD quality.
     
  14. wahooq

    wahooq DBSTalk Club DBSTalk Club

    931
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    Oct 19, 2011
    Tulsa, OK
    Just verifying that what you were told is policy
     
  15. wahooq

    wahooq DBSTalk Club DBSTalk Club

    931
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    Oct 19, 2011
    Tulsa, OK
    Hmmm...from sam sungs website

     
  16. dpeters11

    dpeters11 Hall Of Fame

    16,184
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    May 30, 2007
    Cincinnati
    Does the policy only extend to HD connections? Not likely, but if say the only one that worked was S-Video and composite, would that be replaceable or because a video output worked, you're out of luck?
     
  17. wahooq

    wahooq DBSTalk Club DBSTalk Club

    931
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    Oct 19, 2011
    Tulsa, OK
    No just applies to hdmi/component
     
  18. inf0z

    inf0z Legend

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    Oct 15, 2011
    1080P is only used for PPV and an HDMI cable would be needed for 3D, so for most people component cables are just fine opposed to replacing the entire box.
     
  19. dpeters11

    dpeters11 Hall Of Fame

    16,184
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    May 30, 2007
    Cincinnati
    Kind of ironic. If you have an HR20 and want 3D, policy is they'll send a box that supports it once you give the code displayed. Later, HDMI port goes out, and policy states you can't get 3D functionality back.
     
  20. west99999

    west99999 Icon

    1,348
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    May 11, 2007
    "It is what it is"
     

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