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

The most shocking interaction with a CSR I have ever experienced in my entire life!

Discussion in 'DIRECTV General Discussion' started by dubber deux, Oct 12, 2011.

Thread Status:
Not open for further replies.
  1. Oct 12, 2011 #21 of 118
    dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009

    The point is that when good customers are abused not respected the public (especially folks considering D*) have a right to know. This is the perfect place to let folks know since many potential D* customers will research here before buying.

    The worst thing fr D* is that I might have returned in the future as a customer but I certainly won't now, if this is how good customers are treated. They cut their nose off in this case. Yeah I'm just one consumer but I'll be letting my friends and family know about my experience. BAD FORM.


    Again to reiterate, I have dealt with CSRs that gave poor service but nothing else has even been this horrifically outrageously bad, by a wide margin, I've never experienced anything like it in over 30 years.
     
  2. Oct 12, 2011 #22 of 118
    blaqhauq

    blaqhauq Mentor

    36
    0
    Dec 13, 2010
    You keep saying he was obnoxious, etc. But you never explain how, just that he tried to keep you as a customer. What you consider hostile sounds like what mist people would consider "pushy" and just doing his job. I would think something was wrong with his attitude if you said "hi, I want to cancel my account" and the csr replied " ok. Thanks. You're all set, your account is now closed. Good bye" then hangs up without ever trying to save you. Sounds like you want people to do what you want when you say with no questions asked. Your way or the highway. An that's fine but remember he has a job to do and most likely a family to support. What if that call was being listened in on by his boss and he never tried to keep you and he got suspended without pay. I guess you could sleep better at night knowing little Joey won't have dinner tomorrow cause his hard working dad was suspended. You might need anger management.
     
  3. Oct 12, 2011 #23 of 118
    dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009
    blaqhauq:

    You didn't read my posts thoroughly.

    I'll add that he was patronizing, and snide as well.

    Thankfully the tape recording will reveal all. It is not pretty.
     
  4. Oct 12, 2011 #24 of 118
    SPACEMAKER

    SPACEMAKER Freethinker

    3,183
    16
    Dec 11, 2007
    Mason, MI
    I predict that nothing will come of this. Seems as if the OP is venting and wanting others to feign similar outrage. I am not defending the CSR or D* here but I think it's safe to say that everyone has their own ideas of what they consider bad treatment.
     
  5. Oct 13, 2011 #25 of 118
    dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009
    I predict you are wrong.

    The recording will prove that this CSR is due for termination.

    The certified letter to the CEO should tell you something. The tape will corroborate with the evidence. The behavior on the part of the CSR was outrageous, and totally unacceptable. Such behavior needs to be nipped in the bud by D*.
     
  6. Oct 13, 2011 #26 of 118
    Tom Robertson

    Tom Robertson Lifetime Achiever DBSTalk Club

    21,331
    246
    Nov 15, 2005
    dubber deux, I'm sorry you experienced this; no matter what company it had been with. The call centers I've worked in very likely would have classified this as immediate termination. (I don't want to completely ignore the possibility the CSR is normally very good and something was very, very wrong today. Serious therapy can do wonders.)

    I hope DIRECTV resolves the issue(s) promptly, humanely, and correctly. You may never know the ultimate result, yet I expect they will give you an apology.

    Cheers,
    Tom
     
  7. Oct 13, 2011 #27 of 118
    carl6

    carl6 Moderator Staff Member DBSTalk Club

    12,435
    929
    Nov 15, 2005
    Seattle, WA
    Out of curiosity, are you referring to a recording that you made, or are you referring to a recording that you assume DirecTV might have made?

    If it is a recording that you made, did you properly identify to all parties of the conversation that it was being recorded (and of course, is that on the recording)? If not, I would be hesitant to reveal the fact that you made such a recording.

    As an aside, I believe it is legal to say the call may be recorded when you don't record it, but it is not legal to record it without saying it is being recorded. So just because there was an announcement that the call may be recorded is no guarantee that it was in fact recorded.

    And, because I mention legalities, I'll add the disclaimer that I am not a lawyer and I am not providing legal advice. Just food for thought.
     
  8. Oct 13, 2011 #28 of 118
    SledgeHammer

    SledgeHammer Icon

    1,789
    98
    Dec 28, 2007
    I find it odd that several people in this thread have asked the OP to explain in SPECIFIC detail what the CSR did and so far, OP has ignored all requests or just responded with "they were rude and I'm mailing the CEO". Did he call you names? Did he yell at you? Did he curse? ... or we he just using high pressure to try to get you to stay? (which is his job :D). If he didn't do any of these things, what exactly did he do? I would like to suggest that perhaps you can post a few quotes of what you considered beligerent??

    EDIT: just for giggles, I ran a "Find More Posts" on the OP and I see that basically he has been extremely negative on DirecTV for 2+ yrs. So I'm going to take this with a grain of salt :).
     
  9. Oct 13, 2011 #29 of 118
    Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

    15,237
    552
    Dec 2, 2010
    Winters,...
    Certainly no one can gainsay the latter point! It's somewhat like road signs saying you "may be subject to delays"! One's always subject to them.....

    On a less whimsical note, I wonder if there're exceptions for customer/provider conversations.

    I tend to doubt that our OP has a recording in any event that he'll ever prove to any of us. Posting a link to it would certainly clear up a lot!
     
  10. Oct 13, 2011 #30 of 118
    dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009
    Sledge:

    I don't think you want to actually digest what I clearly stated, you did not read my posts thoroughly, you just want to help "mitigate" the CSRs behavior in this thread.

    How about actually READING my posts and comprehending them too.
     
  11. Oct 13, 2011 #31 of 118
    dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009
    @ Tom Robertson:

    Thanks for the consideration and kind comments regarding my situation.

    I am actually a very patient and tolerant customer most of the time, and indeed even though this CSRs behavior was beyond belief I still maintained my cool and was polite and business like during the entire episode., I even commented to the person that "I understood that being persistent with me was part of his job to attempt to keep me as a customer", but the response from this individual was absolutely reprehensible and inexcusable in totality.

    I am awaiting my e mail (which I specifically asked about) confirming that they put the order through for the cancellation, but I haven't seen it yet, why do I have the feeling that I will need to call in yet again to get it taken care of?

    I understand people have bad days but you can't let it get out of hand. If one is under that much pressure they need to refrain from attempting to perform a job that requires serving the customer.

    Tom, I guarantee you that I was as nice and pleasant a customer that this person has probably even spoken to, but my decency was thrown back in my face, it was shocking and sad as well.

    Regards,

    B
     
  12. Oct 13, 2011 #32 of 118
    SledgeHammer

    SledgeHammer Icon

    1,789
    98
    Dec 28, 2007
    Why would I care about DTV or the CSR? I don't work for DTV and couldn't care less about them or if the CSR gets fired.

    I just re-read your posts for arguments sake and all I saw was that it took you saying "no" 10 times and 30 minutes and that he was "snide", "obnoxious" and "beligerent" and that he was yelling at you. Did I miss anything? I still didn't see any post where you actually gave a real example of how he was any of these things. Thats all I was saying. I understand what yelling is :D, but all the other adjectives you used are all subjective.

    EDIT:

    Ok, I re-read them a 3rd time even closer and see that you were "accidently disconnected" one time and that he claimed you were with them since 2010 and you said 2009 and that he yelled at you. Thats all you have actually given full examples of.

    Pretty much everybody else in this thread is asking you for the same info I did... so none us must be able to read very well :D.
     
  13. Oct 13, 2011 #33 of 118
    Newshawk

    Newshawk Hall Of Fame

    2,427
    0
    Sep 3, 2004
    Broken...
    No, there isn't. When I was in a position where I was making outbound calls, I had to say at the beginning of every call "this call may be recorded for quality assurance purposes." To not do so on a call that was evaluated was an immediate 0 on the call.
     
  14. Oct 13, 2011 #34 of 118
    Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

    15,237
    552
    Dec 2, 2010
    Winters,...
    I don't doubt what you say, but that information doesn't bear on the possible exception to a customer making a recording with an agent of a service provider, not the other way around.

    And I love the "for quality assurance purposes".. . yeah, well, sometimes. Maybe at some places, a lot. I've always understood it to be so the company has its bases covered if there's a dispute with the customer. YMMV.
     
  15. Oct 13, 2011 #35 of 118
    litzdog911

    litzdog911 Well-Known Member

    12,202
    63
    Jun 23, 2004
    Mill Creek, WA
    Seems like it would have been easy enough to simply terminate the call with "rude and obnoxious" rep, and call back to speak with someone else. I guess your mission is to see to it that this person is fired?
     
  16. Oct 13, 2011 #36 of 118
    TwoPhases

    TwoPhases Legend

    133
    0
    Jul 20, 2010
    After a rough conversation with any CSR from any company, the first & only thing I do is get over it.
     
  17. Oct 13, 2011 #37 of 118
    inkahauts

    inkahauts Well-Known Member

    21,947
    1,011
    Nov 13, 2006
    This thread might simply be proof that some people aren't good at communicating, or interpreting, or both, and I mean anyone and everyone.

    This thread seems to hint that a front line entry level individual in a company, while absolutely representing said company, should be looked at as the sole representative of not only the company, but also a firm representation of all the companies inner thinking and workings and processes. That boggles my mind.

    The situation sucks, and I'd love to hear a few real examples of what the csr said that so offended the op, not simply that he offended you, which is what others are asking. I get your offended, but we would like the actual offending words. Transcripts and recordings could be a lot of fun to if you have them. ;)

    I do think that the FTC and CEO letters will make the op less credible, rather than just going strait to Ellen's office, which is the appropriate place to take this particular incident at this time. I know the op won't like reading that, but jumping that far up the chain for a first complaint about this issue, without any previous issues with this, at least from what has been presented, and going to the FTC will give the FTC and the CEO a certain perception of the op (especially if its worded the way the posts in this thread have been with a lack of specific words and sentences that where said) that his complaint is more based on an emotional reaction rather than a factual one. Hopefully the call was recorded and will be listened to by the powers that be so that's not the case, but I sincerely doubt the CEO or the FTC will do any of the looking into of this situation.
     
  18. Oct 13, 2011 #38 of 118
    inkahauts

    inkahauts Well-Known Member

    21,947
    1,011
    Nov 13, 2006
    And no one here, especially the op, will ever know if that person gets reprimanded or fired, nor should we.

    Personally,I have had nothing but great conversations with the last few csrs I have talked too, which makes me think that the company does not systematically train employees to be rude and such, another reason the FTC has no business being copied on this.
     
  19. Oct 13, 2011 #39 of 118
    Shades228

    Shades228 DaBears

    6,081
    45
    Mar 18, 2008
    Well the OP has been upset with DIRECTV for over 2 years now and every post is almost the same thing. So hopefully the OP is happy wherever he ends up.

    However if you're done with a company canceling your service says more than writing a letter in but if it makes you feel better then go ahead. However all a letter says is that you still want contact with the company you just canceled. Seems more like a last ditch effort to try and have them do something you wanted them to do. However let me save you some money. The FTC has nothing to do with this situation nor does any other federal regulatory organization. If a company wants to be rude to customers they can as long as they don't do anything illegal.
     
  20. Oct 13, 2011 #40 of 118
    TEN89

    TEN89 Legend

    220
    0
    Jun 27, 2003
    I guess the CSR didn't say yes sir no sir to him and he didn't like it. so that was rude to him
     
Thread Status:
Not open for further replies.

Share This Page