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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.

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  1. Oct 13, 2011 #41 of 118
    TDK1044

    TDK1044 Godfather

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    My thought exactly. There's no excuse for the kind of customer service experienced by the OP, but there's no guarantee that a recording of the call was made by D*, as only a percentage of calls are monitored.

    As for the OP involving the FTC....too funny.....the principal mission of the FTC is the promotion of consumer protection relating to the elimination and prevention of what regulators perceive to be harmfully anti-competitive business practices, such as coercive monopoly.

    The OPs experience with an unprofessional CSR doesn't really fit the remit. :)
     
  2. Oct 13, 2011 #42 of 118
    caseyf5

    caseyf5 Member

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    Hello carl6,

    Looked up phone taping laws. I knew some states allowed one party knowledge of a taped conversation was surprised that it is the majority until I found out the Federal rules on phone taping. Federal law allows recording of phone calls and other electronic communications with the consent of at least one party to the call. Thirty-eight states and the District of Columbia permit individuals to record conversations to which they are a party without informing the other parties that they are doing so. Twelve states require, under most circumstances, the consent of all parties to a conversation. Those jurisdictions are California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania and Washington. Be aware that you will sometimes hear these referred to inaccurately as “two-party consent” laws. If there are more than two people involved in the conversation, all must consent to the taping.
     
  3. Oct 13, 2011 #43 of 118
    MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    I just love thin skinned people. They're so emotional and melodramatic.
     
  4. Oct 13, 2011 #44 of 118
    TDK1044

    TDK1044 Godfather

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    All he had to do was hang up and call again informing the new CSR about the previous call. Then, when his account was cancelled, he should have e-mailed ellen.filipiak@directv.com and made her aware of his experience.

    But why do it the right way when you can act like a Drama Queen. :)
     
  5. Oct 13, 2011 #45 of 118
    Kevin L

    Kevin L AllStar DBSTalk Club

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    In the words of Sgt. Hulka, "Lighten up, Francis."

    Geez, get a life. You sound as if you were physically assaulted. Using terms like shocking, sad, horrifically outrageous seem a bit extreme for a bad phone call. You sound like you're on a vendetta rather than righting a wrong.
     
  6. Oct 13, 2011 #46 of 118
    bobvick1983

    bobvick1983 Godfather

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    Another good way to cancel without them hounding you to death is to just tell them that you are moving to Canada. I have did this in the past with Dish Network. It went very plesant and was easy to cancel quickly. Since they cant offer you service in Canada, they have no where to go with the retention BS.
     
  7. Oct 13, 2011 #47 of 118
    Kevin L

    Kevin L AllStar DBSTalk Club

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    Great idea!
     
  8. Oct 13, 2011 #48 of 118
    richall01

    richall01 Godfather

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    You never said what you wanted to stay with Directv, and you are mad at not getting what you want!
     
  9. Oct 13, 2011 #49 of 118
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Maybe they passed it to a supervisor, but A REP "pulled up a recording?" I think the only thing they pulled up was your leg on that one. :D I think that was they did was try and placate you. :)
     
  10. Oct 13, 2011 #50 of 118
    TBlazer07

    TBlazer07 Grumpy Grampy

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    That depends on what state you live in. The majority of states permit "1 party recording" where only 1 party has to be aware of the recording. That one party being the peron doing the recording. I record all calls with any company where I am transacting "phone" business of any significance and save it for about 6 months. I even record conversations I have in person when any "major" business that involves verbal "promises" are being transacted. Smartphones are great for that.

    I learned it is OK to do that, at least here in NJ, from Judge Judy. :lol:


    Here's a list: http://en.wikipedia.org/wiki/Telephone_recording_laws#One-party_notification_states
     
  11. Oct 13, 2011 #51 of 118
    dirtyblueshirt

    dirtyblueshirt Under Suspicion

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    I think another key thing to remember here is that this is a classic he said/she said argument. We obviously do not have a recording of the call available to the forum here, so we have no way of knowing what was said or how either party conducted themselves. Both parties are going to play themselves the victim regardless of what happened, and expect us to swarm to their side. These threads are obviously created for sensationalistic purposes and there will always be people who respond in varied, usually polarized ways.

    Just let the man rant, ignore it, and move on. Remember, for every 1 angry vocal customer, there are hundreds of happily satisfied customers who remain silent. We like to complain, we don't like to compliment. It's sad, but it's human nature.
     
  12. Oct 13, 2011 #52 of 118
    dirtyblueshirt

    dirtyblueshirt Under Suspicion

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    In previous postings, he's mentioned he lives in "Upstate SC" (reference). According to your research, South Carolina does not require all-party consent.

    Either way, I don't see if he's responded as to wether or not he recorded the call. I'm going to assume he did not, as he's not mentioned he is in possession of any such recording.
     
  13. Oct 13, 2011 #53 of 118
    Crow159

    Crow159 Member

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    Every time I've called Directv, the automated menu tells me that the conversation may be recorded. At that point, I could record because both parties have been notified by Directv themselves.
     
  14. Oct 13, 2011 #54 of 118
    Jon J

    Jon J Grouch Extrordinaire

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    I believe in some states, mine for example, it is legal if one participant in the conversation (me) is aware the call is being recorded.
     
  15. Oct 13, 2011 #55 of 118
    Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

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    Winters,...
    And what state is it? Several claim a music city.
     
  16. Oct 13, 2011 #56 of 118
    RunnerFL

    RunnerFL Well-Known Member

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    The last company I worked at actually used the recordings for quality assurance. In your weekly review they chose 3 of your calls to listen to and if they found issue with any of them they brought you into a room and played it for you and discussed what you've done wrong.

    And to the OP, not all calls are recorded.
     
  17. Oct 13, 2011 #57 of 118
    RunnerFL

    RunnerFL Well-Known Member

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    Depending upon the system being used it's possible for a rep to locate and flag, aka "pull up", a recording. They just can't do anything with it as far as delete or probably even listen to.
     
  18. Oct 13, 2011 #58 of 118
    RunnerFL

    RunnerFL Well-Known Member

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    You are correct. If one side gives notification and both parties agree then both parties can record.
     
  19. Oct 13, 2011 #59 of 118
    carl6

    carl6 Moderator Staff Member DBSTalk Club

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    Good point. Thanks (and to those who noted the variation from state to state). I'm in a "both-party" state which obviously influenced my perspective.
     
  20. Oct 13, 2011 #60 of 118
    Herdfan

    Herdfan Well-Known Member

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    SiriusXM is the worst. Get a new vehicle with it installed, so you call to drop the old radio, and they do everything in their power to keep you from dropping it. Apparently you should keep paying for it even though it is in a vehicle you no longer own.

    So then they want to "give" you a new radio which you don't need because you new vehicle already has one and you have a free trial. Then they go on about adding one to your house.

    The problem is their system is not smart enough to add the radio that has a free trial to begin billing you after the free trial, and not smart enough to allow you to add the best of Sirius to an XM radio on a free trial.
     
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