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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. TBoneit

    TBoneit Hall Of Fame

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    Truth was being told.

    They were updating system status from broken to working again.
     
  2. RobertE

    RobertE New Member

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    If it's taking more than 5-10 minutes, then you are doing something wrong, or the customers credit sucks, or they were lied to horribly as to what they were getting during the initial sale.
     
  3. inf0z

    inf0z Legend

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    Oct 15, 2011
    There is a specific reason why the CSR's are telling you that you need to call OMG and add this receiver to your work order. I won't go in to detail why that is, but it's policy to do so for the customers protection.
     
  4. dubber deux

    dubber deux Icon

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    @Jodean:

    Your experience with tech CSRs are astonishing to say the least.

    I'm not sorry I dumped D*, considering the horrific exchange I had with the insane CSR in "retention" .

    Like I said it was the ABSOLUTE worst experience I have ever had with any CSR in ANY business I've ever called. I would say some of the actions by the CSR were border line fraudulent and criminal.

    I know there are some decent people working at D*, but not enough to probably ever get me back.

    There is NO excuse for what I went through when I wanted to cancel. Especially since I was a customer in good standing with no balance, and no contract time left.
     
  5. Jodean

    Jodean Icon

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    Jul 17, 2010
    Look, ive done this a couple times already....

    They dont even give out number for WOM group.....ive asked several times.

    You need to contact your WOM group or dealer OK do you have a number for that? NO i dont have that.... Wow, thanks for nothing. Remember we dont HAVE a wo at our office, its either rebuild the account or use the existing account.

    They will also claim the WOM group wont modifly a dealer account.

    Directv has so many things in its proper way, but only about half of them actually work like they are supposed to and it changes daily as to what you can do or how you do it, very unpredictable.

    As an installer i do what works, not waste my time getting the run around about how things are supposed to work, again half the time they dont work as stated.


    Which doesnt make any sense anyway, i install a 4 box setup, they decide DURING the install they want to purchase another reciever, NOPE cant modify the order when its already active!!
     
  6. Jodean

    Jodean Icon

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    What i do know, is that when transferred from the automated installer line i always get some one that can only do about 3 things. If i call back and resend authorization, i usually get someone that can do ANYTHING

    the first transfer is always the Ive worked here for 8 years and ive never seen that done before answer yet ive done this particular thing 20 times in the last month.....
     
  7. SaLance

    SaLance AllStar

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    Apr 3, 2011
    Correct me if I'm wrong, but you shouldn't be activating recievers until install is complete, Yes? And if you were told they can't modify a work order after you activated it, then you were talking to WOM btw....
     
  8. SaLance

    SaLance AllStar

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    Apr 3, 2011
    Whats sounds like is happening is that you getting another agent who doesn't want you caling back again and messing up his stats so he's bending the rules because he's seen you've called in before. And if you're working for an authorized retailer, they can build a work order to activate a reciever through Directv, instead of making you squirm around the system.
     
  9. rrdirectsr

    rrdirectsr Legend

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    As a retail tech do you use a "hand held"? If so you should be able to mod orders now thru the latest update.
     
  10. Jodean

    Jodean Icon

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    no hand held.

    Well, I'm not a retailer, so i cant tell you what they can or cant do, just relay the info they tell me.

    But Ive worked for 5 different retailers and all of them are "let the installer take care of it"
     
  11. Shades228

    Shades228 DaBears

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    Then it's clear you're not working for authorized retailers. Any modification should be done before anything is activated or closed. If it's a new install and your retailer sets them up then your retailer needs to cancel the order and place a new one. If it's an upgrade these should be coming from DIRECTV and the OMG department should be fine. If your retailer is placing the upgrade orders on their own and generating their own work orders then you need to have your retailer cancel it and place a new one.

    However from what you have stated in the past and all of this it's safe to say that you're not working for an authorized retailer, unless you changed companies recently, because you don't have access to other things you should. So it shouldn't be surprising that it's a hassle for you because you're not working within the system. Try getting a job for the HSP or DIRECTV in your area and see how things work.
     
  12. Shades228

    Shades228 DaBears

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    They have been able to modify orders for over a year on a hand held however there are limits as to what can be modified on them.
     
  13. wallfishman

    wallfishman Icon

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    yeah man u need to take all that up with your boss as to why hes running a half ass operation. no handheld ? no access to siebel? Do you even have a tech number? No wonder they give you such a hassle activating boxes they think you are fraudelant every time you call.
    "Hey this is Jodean at Mr johnsons house I want to activate 5 boxes on his account"
    Yeah OK click
    I worked for a retailer before . He setup the workorders. That was the beauty of it he spoke to the people personally and the orders were always right. If they did want to change something which was rare he handled it.
     
  14. SaLance

    SaLance AllStar

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    Apr 3, 2011
    +1
     
  15. Jodean

    Jodean Icon

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    Hmmm....I have yet to see any hand helds and they are ALL authorized dealers.
    No tech number.

    When direct asks for my tech id i say i work for a retailer, "oh ok" and they continue so its nothing out of ordinary, sometimes they ask which retailer i work for and note that on the account.
     
  16. Shades228

    Shades228 DaBears

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    If they're authorized then they need to get in touch with their representative so that they can get all of the correct procedures for you. Every update has been coming with more security for activations and I can see it where you won't be able to activate a receiver without it on an order at all soon.
     
  17. Mule24

    Mule24 New Member

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    Why on Earth would anyone need 12 receivers?
     
  18. Mike Bertelson

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

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    Because they can. :)

    Mike
     
  19. Lord Vader

    Lord Vader Supreme Member DBSTalk Club

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    Galactic Empire
    Exactly. I've got three HD DVRs in my living room alone, each with tons of stuff on them. In September, there were times when one DVR was recording two NFL ST games, another DVR was showing an MLB game, etc. I was flipping among multiple DVRs hitting the play/pause like there's no tomorrow. I couldn't have done that with one DVR present.
     
  20. trh

    trh This Space for Sale

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    NE FL
    And if I ever hit the powerball, my 'man cave' will probably have that many.... if not more. :D
     

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