1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Rude Response to AMC HD Inquiry

Discussion in 'DIRECTV General Discussion' started by chanie, Apr 10, 2011.

Thread Status:
Not open for further replies.
  1. Apr 11, 2011 #61 of 163
    Joe Bernardi

    Joe Bernardi Legend

    113
    0
    May 27, 2003
    I think Dish has gone a bit farther with their customer service by having a Dish Internet Response Team that reads and responds to Dish-related posts on the other satellite related forum.

    Often, when an E* subscriber posts about poor customer service, errors or questions, a Dish employee on the forum responds and often solves the problem. It usually starts with the Dish employee asking for a PM with a phone number or customer ID so he/she can research and try to resolve the issue. This is often followed by the original poster thanking the Dish employee for resolving the problem.

    The other forum has invited DirectTV, privately then publicly, to add some of their staff members to do the same to assist D* subscribers, but has received no response.
     
  2. Apr 11, 2011 #62 of 163
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

    14,583
    369
    Sep 5, 2006
    Allen, TX
    They're here, too.
     
  3. Apr 11, 2011 #63 of 163
    spartanstew

    spartanstew Dry as a bone

    12,561
    61
    Nov 16, 2005
    Wylie, Texas
    There's a reason for that. The "other" forum is run by a complete idiot and D* does not want to have any relationship with him. The only response he's likely to get is a cease and desist.
     
  4. Apr 11, 2011 #64 of 163
    Hoosier205

    Hoosier205 New Member

    6,659
    14
    Sep 3, 2007
    Not to mention that they lost their ability to actively take part in the CE process and the person who runs that forum either is or was employed by Dish.
     
  5. Apr 11, 2011 #65 of 163
    lparsons21

    lparsons21 Hall Of Fame

    4,249
    191
    Mar 4, 2006
    Herrin, IL
    Yes, Dish made a good move with the DIRT team. They seem to be able to head off potentially big issues with good solutions. DirecTV should think seriously about doing the same thing. Pro-active is what it is called, and is almost always a good way to do things.

    In this thread we've seen the typical responses that most expect to happen. Instead of giving the OP the benefit of the doubt, it takes less that a page for the excuses and denying of the issue. In this case, the OP was expressing his opinion of how the communication transpired. What is obvious is that the CSR forgot the one rule of business that has held up for years. The customer is always right, no matter how wrong they are. Meaning take the negative (or perceived negative) customer comment and try to change it to a positive. The CSR did not do this, and even kept to the somewhat harsh line when informed his original position was incorrect. And if the OP is to be believed, never addressed the issue asked about at all. Not a good way to do business, imo

    And not good responses from all too many in this thread, imo. But certainly the ones I've expected to read and haven't been disappointed in that expectation.
     
  6. Apr 11, 2011 #66 of 163
    TBoneit

    TBoneit Hall Of Fame

    2,294
    7
    Jul 27, 2006
    Then why hasn't DirecTV created a internet response team to monitor here?

    My suspicion is that as well as being here and on TOG's forum they, the Dishnetwork Internet response team, also do internet searches in several of the search engines.

    People with problems do not only post on satellite forums they post elsewhere too. I've seen more than one post with questions on a Video help forum form users with both D* & E*. When I see that I try and help as well as refer them here.

    The customer may or may not always be right, when they have misguided ideas on what is right then they need to be gently and carefully guided to understand that their right isn't.

    I get people here at work that want to use any port on the computer with the proper adapter to be any other type of port. It won't work of course. You can not turn a low speed serial port into a high speed USB2 port. You can't get video out of the Parallel port either, I've been asked for cables to do both. Just like you can't get two different desktops on two displays out of a single VGA port. But they ask anyway. They need to be educated, gently and carefully.
     
  7. Apr 11, 2011 #67 of 163
    lparsons21

    lparsons21 Hall Of Fame

    4,249
    191
    Mar 4, 2006
    Herrin, IL
    That is totally uncalled for. I participate in both forums and find them both valuable.
     
  8. Apr 11, 2011 #68 of 163
    scorpion43

    scorpion43 Duplicate User (Account Closed)

    120
    0
    Mar 16, 2011
    just like u
    u are or were employed by Directv
     
  9. Apr 11, 2011 #69 of 163
    tonyd79

    tonyd79 Hall Of Fame

    12,971
    204
    Jul 24, 2006
    Columbia, MD
    You mean the subject wasn't like a Craiglist posting. The OP wasn't looking for a rude response to an AMC HD inquiry.

    ;)
     
  10. Apr 11, 2011 #70 of 163
    dpeters11

    dpeters11 Hall Of Fame

    16,251
    490
    May 30, 2007
    Cincinnati
    I could be totally wrong, but I don't think adding HD has anything to do with when a current contract ends. I'm not a lawyer, but seems to me that if both parties agree, a contract can always be amdended, or you can have a second contract.
     
  11. Apr 11, 2011 #71 of 163
    scorpion43

    scorpion43 Duplicate User (Account Closed)

    120
    0
    Mar 16, 2011
    can't be any worse than directv's customer service
     
  12. Apr 11, 2011 #72 of 163
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

    14,583
    369
    Sep 5, 2006
    Allen, TX
    Uncalled for? Stew "was expressing his opinion." Remember those words?
     
  13. Apr 11, 2011 #73 of 163
    lparsons21

    lparsons21 Hall Of Fame

    4,249
    191
    Mar 4, 2006
    Herrin, IL
    Yes, I remember them. So I guess you're making a fair call here.

    But a slam against another support forum isn't really part of this discussion, or at least it wasn't.
     
  14. Apr 11, 2011 #74 of 163
    Hoosier205

    Hoosier205 New Member

    6,659
    14
    Sep 3, 2007
    Nope. Never have been.
     
  15. Apr 11, 2011 #75 of 163
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

    14,583
    369
    Sep 5, 2006
    Allen, TX
  16. Apr 11, 2011 #76 of 163
    scorpion43

    scorpion43 Duplicate User (Account Closed)

    120
    0
    Mar 16, 2011
  17. Apr 11, 2011 #77 of 163
    Hoosier205

    Hoosier205 New Member

    6,659
    14
    Sep 3, 2007
    I have no idea. They already have their own support forum though.

    I don't really see the point of having a response team here. DirecTV employees are already members here and they often answer questions. Folks are either posting here to discuss something before contacting DirecTV or posting here after they have already contacted DirecTV. If a customer has a specific question or issue with their account, they should just contact DirecTV.
     
  18. Apr 11, 2011 #78 of 163
    spartanstew

    spartanstew Dry as a bone

    12,561
    61
    Nov 16, 2005
    Wylie, Texas
    It's factual. There's a reason D* pulled the CE program from that site. There's a reason they don't answer his questions. There's a reason he's not privy to any information or invited to any D* informational events. The reason = the owner is an idiot.
     
  19. Apr 11, 2011 #79 of 163
    digitalfreak

    digitalfreak Legend

    182
    0
    Nov 29, 2006
    I did my part to get you guys AMC HD and BBCA HD. Told the CSR that's why I'm canceling my service, and also listed it on the survey I was sent via e-mail. Of course, I now have both channels through my local cable provider and can record everything on my Windows Media Center PC via cablecard.
     
  20. Apr 11, 2011 #80 of 163
    ndole

    ndole Problem Solver

    1,915
    5
    Aug 26, 2009
    :new_popco
     
Thread Status:
Not open for further replies.

Share This Page