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How can customer service reps not have access to fedex.com

Discussion in 'DIRECTV General Discussion' started by vikingguy, Feb 1, 2013.

  1. Barry in Conyers

    Barry in Conyers Godfather

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    Then why did a DirecTV supervisor tell the OP that he could not view the tracking information?
     
  2. Brubear

    Brubear Legend

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    Nov 13, 2008
    every response that comes to mind is not one I can post
     
  3. billsharpe

    billsharpe Hall Of Fame

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    Southern...
    I had an issue with techs who took a replaced DVR with them and apparently didn't return it to DirecTV in a timely fashion. I was charged well over $200 and it took several months to get the billing straightened out.

    That was five years ago; apparently the return process still needs improvement.:nono2:
     
  4. Newshawk

    Newshawk Hall Of Fame

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    Broken...
    That was your mistake. You should have ordered the return kit before you deactivated the HR23.
     
  5. goinsleeper

    goinsleeper Godfather

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    Keep in mind this is not just D*. It's obvious, and has been stated, they are also working with Fedex and USPS. If D*'s system requires that Fedex or USPS notify them when a package has been processed for return and they fail to give them this notification, how is all the blame on D*?

    I will agree that there are times when the system fails, as many automated systems do from time to time, but I agree with Darth. If a bill is hundreds of dollars higher than what it should be, it is on the customer to call in for the correction. The competent CSR is another story. As the OP said, he talked to someone who did not even know they could access the Fedex website.
     
  6. trh

    trh This Space for Sale

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    The OP also stated he talked to the CSR's supervisor who didn't know how to access the shipping status. Was the 'supervisor' a real supervisor or just someone the CSR handed the phone to in order to get the OP off the phone?

    I love my DirecTV and I can't imagine a scenario where we would shift to another provider. But at times (and I'd say less than 10% of my dealings since 1998), it is frustrating as can be.
     
  7. wahooq

    wahooq New Member

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    Tulsa, OK
    You would have to ask that "supervisor" ..I can't imagine why that would be deemed correct information for an entry level CSR much less a supervisor.
     
  8. goinsleeper

    goinsleeper Godfather

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    I would hope against it, but as much as we deal with level 1 CSR roulette, I can only imagine there is, we'll say, level 2 CSR/supervisor roulette. Maybe he just wanted to back up the CSR to make OP feel confident they knew what they were doing, even if they were in training.
     

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