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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 15, 2011 #81 of 141
    RobertE

    RobertE New Member

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    Those days are awesome. :lol:
     
  2. Oct 15, 2011 #82 of 141
    peano

    peano Icon

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    Excellent information and welcome!!
     
  3. Oct 16, 2011 #83 of 141
    ndole

    ndole Problem Solver

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    And I didn't even mention back when our HSP used offshore call centers to close out the work orders. All day putting in IRDs unactivated. Get home that night and maybe activation is back up by 9pm. Call, wait on hold with D* for 15-30 minutes for each account to activate the IRDs. Then call the customers to confirm that they indeed activated. Once that's all taken care of, call the closeout line to Pakistan and wait on hold to talk to the "Steve's" for about 40 minutes. Having to hang up and call back for EACH job, waiting on hold for each account. I still have that stupid techno hold music stuck in my head, and we haven't used the closeout line in years :eek2::lol:
     
  4. Oct 16, 2011 #84 of 141
    Raiders 2011

    Raiders 2011 New Member

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    Oh the good ole days...
     
  5. Oct 16, 2011 #85 of 141
    hombresoto

    hombresoto Legend

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    I remember that. Had to pay $200/mo for the nextel unlimited plan because of it. I also remember there were not any chargebacks except phone lines and the pay was much more.
     
  6. Nov 9, 2011 #86 of 141
    Rasterburn

    Rasterburn Cool Member

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    Lord Vader, for the last 5yrs on Sunday and Wednesday nights at 11pm est directv does a system update. While the system is updating the csrs cannot access anyone's account info at all. So while it is a pain it does happen. The update lasts until 5am est. Csrs are required to state, "Our systems are crrently updating and we are unable to access your account. However, if you like you can call us back in 12 hours or we can have someone call you back within 24-72 hours." I know it sucks but it is required and there is no way around it other then not calling on those days
     
  7. Nov 9, 2011 #87 of 141
    Lord Vader

    Lord Vader Supreme Member DBSTalk Club

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    My calls were on Sunday late morning to early afternoon.
     
  8. Nov 9, 2011 #88 of 141
    debell

    debell Godfather

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    I've never heard of any company doing system updates at that time. That's just absolutely ridiculous. It doesn't surprise me with DTV
     
  9. Nov 10, 2011 #89 of 141
    Shades228

    Shades228 DaBears

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    Never heard of companies doing updates at nights on Wed and Sat?

    Unless you're talking about the original post which if so you should read the rest and would realize this was account specific due to the receiver he was activating.
     
  10. Nov 10, 2011 #90 of 141
    Lord Vader

    Lord Vader Supreme Member DBSTalk Club

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    The updating systems aspect of my problem had nothing to do with the receiver I was activating; rather, it was about DirecTV updating their system in the middle of the day. To me, that was just stupid.
     
  11. Nov 10, 2011 #91 of 141
    ndole

    ndole Problem Solver

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    It's not a matter of "doing it in the middle of the day". It takes ALL DAY to do sometimes.
     
  12. Nov 10, 2011 #92 of 141
    debell

    debell Godfather

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    Perhaps you should read the thread as well and understand exactly what is happening before you go on your "defending DTV" spree.
     
  13. Nov 10, 2011 #93 of 141
    debell

    debell Godfather

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    Be careful, a lot on this board will swarm over you because you "insulted" their company. ;)
     
  14. Nov 10, 2011 #94 of 141
    Rasterburn

    Rasterburn Cool Member

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    How Dare you besmirch Directv, Lord Vader, that is why the empire fell....lol joking. seriously if it was in the middle of the day then thats just strange. I would think if it went down it was probably just a error for a hour or 2, sounds like that csr just didnt want to his/her job or give you correct info. talking to a friend who works for the company he says it does happen where the system just stops working for a hour or 2 due a server error but its rare. In the last year he says its had a error in the midddle of the day twice, but each time it didnt last more then 2 hrs (btw thats 1yr from nov2010 to nov 2011). Also you said that they had to deactivate all 12 receivers and reactivate them to get work. it sounds like you had a tech csr that was either new to Directv or ,dare i say it, incompetant. Directv dvr service and tivo service are the same thing, they are not mutually exclusive. I ran your situation by my friend who has worked for Directv for the last 5 yrs and he has no idea why you had the trouble you did. The activation process should have taken 10 min max, unless a error did occur then no more then 30 min.
     
  15. Nov 10, 2011 #95 of 141
    Lord Vader

    Lord Vader Supreme Member DBSTalk Club

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    DirecTV's updates do not take "all day."
     
  16. Nov 10, 2011 #96 of 141
    Xsabresx

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    I still tend to be of the belief they werent "updating" anything. Their systems were down. Having worked in call centers in varying management capacity that is exactly the line we used when something went down ("Currently updating systems")
     
  17. Nov 10, 2011 #97 of 141
    Shades228

    Shades228 DaBears

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    Believe what you want but if this was a system update or downtime issue then tech's would have popped in letting you know they couldn't activate equipment either and other people would have stated they couldn't change things.

    The same reason that the DVR portion didn't work after it was activated was due to the type of receiver. Back in the day there used to be 2 items on a bill that would show DVR and TiVo service. I had that issue a few years ago activating an old TiVo. So it sounds like the agent had to remove all of the other non TiVo's to have that service get authorized. Which was probably the whole reason for the initial error that made them escalate the issue to begin with.
     
  18. Nov 11, 2011 #98 of 141
    Jodean

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    Sh:t, as an installer i have to play csr roulette as well, its now just reality for me....

    Ill get a csr that wont activate a 5th receiver because the original work order was setup as 4. Do you know how many times when i get to the job they want an extra receiver? Normally it was only an issue with anything over 4 boxes, now its all accounts for ANY additional receivers....PITA!!!!

    Why they do this i have no idea, I personally have to collect the money for the 5th box an am responsible for taking that money to my dealer, NOT directv.

    The csr tells me i have to have my dealer do a new work order....ya ok since we are a new account only dealer we dont HAVE work orders!!! "well im sorry i cant do anything for you" Hmm well why in the hell can i do this any other time and have been doing it in the past?? "well we changed our policy and cant do it" Well how come yesterday i could on all 3 jobs i was at? "well i cant do anything about it without a work order" Yes you CAN, push the damn button and activate the receiver before my customer gets PO'd "Well ive worked here for 8 years and im telling you there is nothing i can do" Well thats BS as the job before this one i just added a receiver to it "Well ive have never had that situation happen and ive worked here longer than you have" CLICK

    call to resend authorization over directv automated system, "is the receiver working now?" NO ---- (phone call transfers person picks up immediately) Ya this is Joe im an installer i need to activate a 5th box the original WO states 4, "yes sir, whats the RID #?" thank you have a nice day!!!
     
  19. Nov 11, 2011 #99 of 141
    RobertE

    RobertE New Member

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    Follow the proper procedure that has been in place for well over a year and call the Order Modification Group BEFORE activating or closeing any line items.
     
  20. Jodean

    Jodean Icon

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    that takes about an hour, and the csr usually screws up the order or package during that time......

    have done this once or twice already......

    meanwhile this is on MY phone!
     

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