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Sometimes DirecTV's customer service baffles the hell out of me!

Discussion in 'DIRECTV General Discussion' started by Lord Vader, Oct 9, 2011.

  1. Oct 14, 2011 #61 of 141
    Lord Vader

    Lord Vader Supreme Member

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    Yeah, the pinheads activated it, but all the DVR services on the HDVR2 were inoperable. It took 2 more calls and about a half hour worth of phone time to get them to reactivate the DVR service, which, because it's a DirecTIVO, is different from the DVR service of the HR2X series. As a result, they had to deactivate all 12 receivers on my account then reactivate them for some dumb reason.
     
  2. Oct 14, 2011 #62 of 141
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Was it that day or next? That's insane they had to redo all 12. You would assume their system wasn't so difficult.
     
  3. Oct 14, 2011 #63 of 141
    Davenlr

    Davenlr Geek til I die

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    Yep, that is what they did to my account when I activated a receiver. There has to be a bug in their authorization system. Turning on a receiver should have absolutely no effect on DVR service.
     
  4. Oct 14, 2011 #64 of 141
    Lord Vader

    Lord Vader Supreme Member

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    The next day, unfortunately.
     
  5. Oct 14, 2011 #65 of 141
    dubber deux

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    Wow that sounds like just more incompetence on their part. Of course it always seems like the 1st tier CSRs are completely clueless about anything and everything, and it seems like it will never change.

    I guess the reason why it doesn't is that most customers have been conditioned to accept incompetent service and not to complain more loudly, to the top of course.

    I hope you get things straightened to your liking but with D* the odds are increasingly against you.
     
  6. Oct 14, 2011 #66 of 141
    Lord Vader

    Lord Vader Supreme Member

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    The thing is, I dealt with the access card department directly from the very beginning. They're supposed to be the department to handle these things correctly from the very beginning.
     
  7. Oct 14, 2011 #67 of 141
    dubber deux

    dubber deux Icon

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    OK, here is my question to that....does each specific department have more than one tier of CSRs ? eg Billing, access card..we know technical support does.

    Again Vader...I definitely sympathize with your frustration, it just doesn't seem that there should be this degree of incompetence. What is telling to me is that while this board represents a tiny portion of D* customers I see a LOT of horror stories concerning interaction with the CSRs and unlike the general public we can often make things easier for them because we usually have additional technical knowledge that the general subscribers do not.

    I can only imagine what the CSR experience is like for the larger subscriber base. Horrid I'm sure.

    But I see NO reason for this at all, if the training was decent there would not be nearly as many problems.
     
  8. Oct 14, 2011 #68 of 141
    mashandhogan

    mashandhogan Legend

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    This happened to me on a movers. Took me 5+ hours to activate!
     
  9. Oct 14, 2011 #69 of 141
    ndole

    ndole Problem Solver

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    Now there's an assertion. A statement of fact. Odds are a measure based on actual data. Unless you'll admit to engaging in useless hyperbole (not to mention other melodrama), show us the numbers. Prove it.
     
  10. Oct 15, 2011 #70 of 141
    MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    The burden of proof weighs on the accuser. DirecTV has 19+ million subscribers. You state most customers have been "conditioned" to accept incompetent service. Please provide us with the facts, evidence, and proof that a mass "conditioning" of DirecTV customers has taken place.
     
  11. Oct 15, 2011 #71 of 141
    Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    Let's not go down that road again. Any point can be made without personal comments. How 'bout we give that a try.

    Mike
     
  12. Oct 15, 2011 #72 of 141
    Blankman2k5

    Blankman2k5 Legend

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    Why are you so negative towards DirecTV? There is no way for you to know the level of competence of an agent or the length of time that they were trained. It is IMPOSSIBLE unless an agent explicitly tells you. Opinions are ok and everyone is entitled to one. The only issue is when you start stating opinions as if they are facts. The simple truth is that they are not....
     
  13. Oct 15, 2011 #73 of 141
    Rich

    Rich DBSTalk Club DBSTalk Club

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    He sure did, next he'll be calling you a D* shill....:lol:

    Rich
     
  14. Oct 15, 2011 #74 of 141
    Rich

    Rich DBSTalk Club DBSTalk Club

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    Isn't the HDVR2 one of the SD models that doesn't have an RID number? How did you manage to get that activated?

    Rich
     
  15. Oct 15, 2011 #75 of 141
    TBoneit

    TBoneit Hall Of Fame

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    Back when I was on the road if I was going to be late to my next stop I had to call in and give a ETA.

    Sine it was better to be early than to be late I always tacked 1/2 to 1 hour on to my ETA.

    MY guess is that many businesses work that way now-days too.

    Example: If D* had told Darth 8 hours and it took 10 he'd have been even more ticked off. Better to say 10 hours and be 8 hours.
     
  16. Oct 15, 2011 #76 of 141
    Shades228

    Shades228 DaBears

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    If the receiver has already been active on the account it can be reactivated, so long as the access card is still a current version, but can cause issues as Vader has experienced. If it's never been active on the account you can't activate it.
     
  17. Oct 15, 2011 #77 of 141
    Malibu13

    Malibu13 Lifetime Achiever

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    If this thread continues with the personal attacks it will be closed. You have been asked previously to refrain from such comments.
     
  18. Oct 15, 2011 #78 of 141
    Rich

    Rich DBSTalk Club DBSTalk Club

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    Yeah, I knew that, I just threw a couple of them away. One had the complete Star Trek series on it. I was gonna sell it on eBay, but I couldn't figure out a way to word the offering so I wouldn't get in trouble. My first thought when I read his OP was that the lack of an RID was probably part of the problem.

    Rich
     
  19. Oct 15, 2011 #79 of 141
    inf0z

    inf0z Legend

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    System updates are done at about 11pm CST one Wednesday and Saturday nights for the most part.

    What you experienced was more than likely a system failure with CAMC or a software issue with the program that tells CAMC to activate a receiver.

    When something like this happens a form is filled out which goes in to a queue along with every one else that was trying to activate a receiver or resend authorizations at that time. Later that day or the next day people go through that queue and do what needed to be done account by account(This includes contacting the customer to make sure what they have done has gone through properly if needed.) Depending on how long the issue lasts and how many of those forms are filled out it can take some time for them to work though the list. The agent could have given you an exact time or an estimated time but it wouldn't have been correct since the agent has no idea how long the issue will last and how long it will take them to go through the list and get to your form.
     
  20. Oct 15, 2011 #80 of 141
    ndole

    ndole Problem Solver

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    System updates happen. Try installing 4 systems with 4-5 IRD's each. Having to explain to each and every customer that you can't activate their new receivers indefinitely. Fun.
     

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