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Rant: Let me downgrade my programming online

Discussion in 'DIRECTV General Discussion' started by markrogo, Jan 30, 2013.

  1. markrogo

    markrogo Godfather

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    Sep 18, 2007
    No, really, let me. It's beyond irritating.

    Voice-response unit: "Do you want to order that in high definition?" Um, no, I told you I want to cancel my MLB Extra Innings, but thanks for being useless.

    "Agent" "Agent" "Agent"... 0-0-0-0-0.....

    Random call-center rep in India or wherever. Full explanation of what I need (why, you aren't doing it anyway). "Hold while I transfer you." 5 minutes of delay. "Hi, I'm transferring you now". More delay.

    "Hi this is guy in programming, what's your name and phone number?"

    Are you freaking kidding me?

    This is like a textbook course in how to piss someone off. "You know my name and phone number, I was transferred to you."

    "I need to verify it anyway."

    I oblige and then, he has no idea why I'm calling!.

    So I get to explain it all over again.

    This is ridiculous.

    I promise you I will never, ever, ever accept any sort of incentive to retain a service with DirecTV on the phone and I will from now on seek every opportunity to downgrade. So let me just do it online, OK?
     
  2. spartanstew

    spartanstew Dry as a bone

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    While I understand what you're saying, if I was running D*, I would do it the same way. It adds cash to the bottom line.

    I don't, however, understand why I have to verify my name, phone number, etc. at the beginning of the call and then every CSR after that asks me the same information (like you say). I agree with you there.
     
  3. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    I called to downgrade just last week ... it was a simple 15 minute call.
     
  4. acostapimps

    acostapimps Hall Of Famer

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    Is it a package programming? Because I'm pretty sure you can do that online unless I'm misunderstanding.
     
  5. acostapimps

    acostapimps Hall Of Famer

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    Unless you're looking to get bill credits and discounts with that downgrade.
     
  6. dpeters11

    dpeters11 Hall Of Fame

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    He was cancelling EI. I downgraded my overall package from Classic to Xtra online. HD Extras, had to call but automated system handled. Want to cancel HBO, had to talk to a rep. DirecTV has their priorities.
     
  7. dpeters11

    dpeters11 Hall Of Fame

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    To me though, it shouldn't take 15 minutes.
     
  8. acostapimps

    acostapimps Hall Of Famer

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    Uh okay. Is much better on the phone IMO that way you might or might not extended discounts (premium channels at least)
     
  9. raott

    raott Hall Of Fame

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    Nov 23, 2005
    Did you read his post? He was talking about Extra Innings.

    You also cannot remove movie packages without calling in.
     
  10. acostapimps

    acostapimps Hall Of Famer

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    Yes I'm aware dpeters mentioned it, It shouldn't take too long once CSR answers the call.
     
  11. markrogo

    markrogo Godfather

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    Sep 18, 2007
    Mine was 15 minutes, too. I'm glad you found that "simple". I found it 14 minutes longer than necessary.

    Right, and online it would take 1.

    Yep, had the same problem dropping Showtime a few months ago. Makes me never want to add anything again. Ever.

    Can anyone recommend the best e-mail address to send a customer complaint to?
    I just want to do that even though I'm well aware it will go nowhere.
     
  12. Darth Malgus

    Darth Malgus Cool Member

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    Jul 4, 2012
    A lot of the issues you describe arise from the Quality Assurance practices at DirecTV. Agents are required to verify who they are speaking with and if they are an authorized user on the account. They are also required to verify any password you may have on the account prior to making any changes. If they do not do this they can heavily penalized and everything else they do well on the call is voided. You also have to take into consideration account security, and any failure of the transferring agent to properly communicate the reason for the transfer and submitting this prior to transferring. Otherwise the new agent truly has no idea what you are calling about.
     
  13. acostapimps

    acostapimps Hall Of Famer

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    email:ellen.filpiak@directv.com
     
  14. Hoosier205

    Hoosier205 New Member

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    Why? That is a resource of last resort.
     
  15. spartanstew

    spartanstew Dry as a bone

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    But there's no reason for them to do it every time you get transferred - only the initial time. Once transferred, the info should all be there for the next agent (verification, reason for call, etc.)
     
  16. dpeters11

    dpeters11 Hall Of Fame

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    Her email address sold only be used for cases that truly warrant it. For me, it's the nuclear option. Though in this case go ahead and blast away at that address :)
     
  17. boukengreen

    boukengreen Legend

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    I would do it everytime rather spend an extra minute reverifing everything then trust a computer system to make sure everything was transferred to the next agent correctly
     
  18. nmetro

    nmetro Godfather

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    When I was with DISH, they let you downgrade on line. Depending on what was being downgraded, and how long someone had a service, they would charge $5. They even let you do an on line chat with Customer Service, which took care of the language/accent barriers.

    If DirectTV does not want to offer web based downgrade of services, they could at least offer IM.

    Personally, I would rather pay $5, they to have to call to some call center overseas to get a script and a hard sales tactic with it.
     
  19. Satelliteracer

    Satelliteracer Hall Of Fame

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    You can downgrade most services online. In terms of call centers overseas, last I checked about 90% of the call centers were in the United States. None, by the way, are in India.
     
  20. HinterXGames

    HinterXGames Godfather

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    Dec 20, 2012
    There is a feedback link you can use on DTV.com under Help ---> Contact Us.
     

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