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I want Redzone without Sunday Ticket

Discussion in 'DIRECTV General Discussion' started by Spazzman, Sep 25, 2011.

  1. Davenlr

    Davenlr Geek til I die

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    Sep 16, 2006
    Well, then, get your system to allow us to request one by name/employee number so if we get a good one, we can call that one back. Otherwise, you are all grouped together, because we dont know what we are going to get. Sorry if that hurts your feelings, but that is the way it currently works. Get them to change it.

    Its also absurd to have to listen to the speech on how to reboot your receiver and "Ill wait while you do that, just press 1 when you are finished" crap. Calling retention bypasses that waste of time.
     
  2. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    It doesn't hurt my feelings. If people call and want "to cancel their service" i usually hand it right over to my sup who can cancel from their desk. You have obviously run into some bad experience, and I feel for you. I have to call in places and I don't enjoy it much either. But it just lights my butt when everyone's remedy is to "call retention". you have to realize its like calling your work and automatically wanting your boss (if you work that is, or if you're retired, what have you). All because your boss can do more for me then you can. you're obviously going to continue to call them, and that's great for you, but like I said, please don't lump us all together. It's just not true, esp at my site, where 75% of us are tenured agents
     
  3. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    BUt, as far as the Red zone by itself, it is available to ONLY some customers who call retention based on their acct. usually only good payment history and tenure.
     
  4. tsduke

    tsduke Godfather

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    If 75% of your site are tenured agents, your site must not ever pick up my call. I wonder if most the agents I get even know who they work for. Sorry, but I'm not kidding.
     
  5. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    lol I won't disagree, there are alot of new agents out there. But they are trying to learn. I'm shooting for a training job, so maybe I'll whip some of these newbies into shape!



    Davenlr, I'm all for having direct lines, sort of like Case management. Each agent has a few hundred or so people assigned to them. I think that would be fabulous. but that is just unattainable. Oh if only we could though, I'd love to have some of my repeat customers on speed dial just to check in if they haven't called in a few days! lol
     
  6. Davenlr

    Davenlr Geek til I die

    9,136
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    Sep 16, 2006
    Well, see, from reading this board, I already know that only retention can authorize the stand alone red zone, hence my calling them directly.

    As far as routine stuff, I had been calling the regular CSR's, but I dont call often, and when I do, its not with a rocket science request. When the simple action to turning a receiver back on gets me into a two day headache resulting in having the presidents office called in to fix the total screw up on my account (CSR said only they could reinstate some things that were deleted), then that is just unacceptable to me. For the most part, I havent had an issues though. When speaking with Carol trying to get this previous screw up fixed, she was very nice, but told me her system would not allow her to do what needed to be done.

    If DirecTv doesnt trust their own CSR's with the tools to fix the customers problems, and instead having to "escalate" the problem to the presidents office, that isnt going to give the customer a warm and cozy feeling about the front line CSR's. Are they afraid the CSR is going to give their friends some freebies?
     
  7. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    Like I said, we have a lot of newbies at some sites, and I understand. I guess it just seemed like you were dissing ALL front line reps. And thats just not a fair assumption. I go out of my way to obtain every scrap of information I can, to give credit where credit is ACTUALLY due and I have no problem owning up to any mistakes that are made. But when someone demands something from me that they know people dont normally get, then yell at me like a child or curse at me (which, if anyone reads the fine print, I can discponnect service ON SPOT for harassment to me), then they're not getting special treatment. We are still humans on the other end of that phone. and people tend to forget that
     
  8. Davenlr

    Davenlr Geek til I die

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    Sep 16, 2006
    Anyone curses you, you should disconnect their service. That is totally unacceptable.
     
  9. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    If it makes you feel better, I would have added your dvr service back :p
     
  10. Inkosaurus

    Inkosaurus Icon

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    Jul 29, 2011
    @csrrocks2011, i feel for ya ive worked in the CSR business for a long time now and totally get what you mean.
    When you work internally at most places you see just how off base most customers are.

    For instance those tools who call in and immediately ask for a supervisor, not realizing that supervisors jobs arent to waive fees and magic over ride codes but rather to gauge CSR metrics and do paper work that is not related to the customer at all.
    And if said tool customer called in nicely , the CSR could have just used the over rides theyve learned to begin with :p

    Also take into mind some companies or sites bunch front line with retention together anyway , why hop straight to retention when you probably already got one anyway :p
     
  11. Davenlr

    Davenlr Geek til I die

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    Sep 16, 2006
    Carol tried, but its Grandfathers Lifetime DVR from an old lifetime DirectTivo, and her computer wouldnt allow her to do it. Supervisor couldnt do it either. What she said was only the presidents office could reinstate it, but she did turn it back on, at the $7/mo rate, and then gave me a credit for it. Then several days later, the presidents office emailed saying they had fixed it.

    I just couldnt see how it could have been deleted in the first place, since all I was doing was turning on a receiver that had been turned off for 6 months. It wasnt even a DVR :)
     
  12. csrrocks2011

    csrrocks2011 AllStar

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    i've had a few tech calls transferred from CRG....lol they're my favorite.

    "Well sir, why didnt you ask for tech first?"
    "I wanted a brand new free hd dvr."
    :rolleyes:
     
  13. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    Was it an extra add on receiver or were you trading it out for another?
    i'm just curious as to what the original person was doing lol
     
  14. Davenlr

    Davenlr Geek til I die

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    Sep 16, 2006
    It was an owned H25-100. I had a HR24-500 and H24-100 already activated. I had deactivated the H25-100 in the guest room several months ago. Had a guest coming, so I called in to have it turned back on. Gave the CSR the RID and the Access card number, and it popped right on. Had me check locals, and they were working. About two hours later, went into the LR to watch TV, and hit LIST, and it said "DVR Service not authorized/activated"..... I have no idea what he did.
     
  15. trh

    trh This Space for Sale

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    I go to the same gas station every 10 days (or so). Its one of the cheaper stations and it right along my route to and from work. But I guarantee you that if I, a long-time cash-paying customer, went in and said "XYZ station down the road is selling gas for less so I want you to lower your price for me", they will tell me to drive to the other station.

    I certainly will take a deal/discount/freebie from DirecTV. But if they don't offer it to me, I accept it because I'm paying them the price I agreed to pay when I signed up.
     
  16. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    Ahhh, must've been one of the "update" days. yes, that has happened. Even to me. I about shot my computer screen over it.
    however, I cant tell yuo how I resolved the situation, but I definitely took care of it lol. I take care of my customers, I want them not to DREAD calling in! I've actually had quite a few calls where I've physically spoken to them before. never for the same issue thank goodness. Makes me wonder if our system picks and chooses where to send the customers...Ah, but I have taken over the OP's thread which was rude, I'll go back to my observing post now :)
     
  17. Davenlr

    Davenlr Geek til I die

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    Sep 16, 2006
    trh, the problem with that example wouldnt work if it was an Exxon station and you only had an Exxon credit card. IOW, if you are locked into a contract, you can hardly just go to the other station... Otherwise, I see your point. Just doesnt work for everyone.

    Would not be bad if the rules were posted. I know it would tick me off if I saw 30 people get a channel I wanted post about it here, and then get told I couldnt have it, even if I offered to pay. Seriously, either post the rules, dont let anyone have it, or let everyone have it.
     
  18. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    Stuff like this mkes me want to make a thread about the top improvements you (customers) want as far as CSRs go. I mean, REAL concerns and wants. Don't think for a second I wouldn't print it out and take it to work! :)
     
  19. Davenlr

    Davenlr Geek til I die

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    Sep 16, 2006
    Actually, that might be it, because when I called in with the problem, they told me their computer was updating, and I would have to wait until the next day to call back.

    I thought the question was answered :) Anyway, can we PM you if we need a CSR, and you call us when you get to work, or do they not allow that? Id be glad to let you handle my DirecTv business (little that there is) rather than take chances.
     
  20. csrrocks2011

    csrrocks2011 AllStar

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    Aug 10, 2011
    Yeah, the system updates are usually on saturdays...in the middle of the day. *sigh*

    And I wish! I'm inbound only, cant outbound, but I can tell you I wish we could outbound, even if it were only to call back if disconnected in the middle of a call for troubleshooting! I always smack myself when someone's cell drops!
     

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