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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 #81 of 118
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    I'm sure Jeff can answer for himself, "but" dealing with DirecTV can be a challenge.
    I had a dose of this just this week. I'm going to be moving and while that part went well, I also wanted to suspend a receiver for a while until I get settled, which didn't turn out so well.
    While you can suspend your account for six months, and keep your leased receivers, you can't suspend a receiver very long as you get 1-2 months before you're charged for not returning it.
     
  2. Oct 13, 2011 #82 of 118
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Other than frustrations with billing errors, which are a pain with every company to fix, I've always had fine experiences when calling.
     
  3. Oct 13, 2011 #83 of 118
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Well, I haven't been "inside" in over 2 years so I guess things could have changed.
     
  4. Oct 13, 2011 #84 of 118
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Absolutely. We used to do that all the time. That's the best QC and sometimes quite a shock for the rep.
     
  5. Oct 13, 2011 #85 of 118
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Correct. That's why I clearly stated that it depends on the state law. Judge Judy made that very clear. :) Maryland is one of the 11 that DOES NOT allow it.

    2-Party States:

    • California
    • Connecticut
    • Florida
    • Illinois (questionable)
    • Maryland
    • Massachusetts
    • Montana
    • Nevada
    • New Hampshire
    • Pennsylvania
    • Washington
     
  6. Oct 13, 2011 #86 of 118
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Which is why when you cancel they offer it to you for half-price (just like ON-Star) . Been paying $77/year for years for Sirius and now XM. Every time I cancel they make me an offer I can't refuse (and I seriously intended to cancel). This year they even threw in online listening.
     
  7. Oct 13, 2011 #87 of 118
    dirtyblueshirt

    dirtyblueshirt Under Suspicion

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    A note to the OP:

    Well, and to anyone else ever writing a letter or an email to executives to resolve a problem...

    Even if you do follow-through and email Ellen Filipiak, the CEO, the FCC, NASA or the UN; I'd suggest you make sure you try to get this resolved through normal customer relations channels just once.

    From experience, executives are more likely to sympathize and are to go out of their way to help you if you've shown that you've taken the effort to reach a satisfactory response to this through normal channels. This shows rational thinking, patience, and sincerity in your complaint. Otherwise (and I don't mean this to offend) you just look like someone who's being irrational and looking to vent.

    Also, write the letter when you're calm, and do your best to keep emotional phrases out of the letter. Stick to the facts, and follow up your rationalized complaint with a solution. What can DirecTV do to make you happy in this situation (and try to be realistic, they probably won't give you free TV for life)? Basically, the letter should flow like this:

    • Introduce yourself.
    • Briefly set up the situation leading to the problem.
    • Describe the problem in detail. Provide names and times of people who you spoke to on the phone. Be exact, do not paraphrase, and above all do not get emotional (it will be difficult)!
    • Describe what resolution steps you have taken already, and why they did not meet your expectations.
    • Describe what can DirecTV do to "make things right" with you (again, set realistic goals).
    • Thank the person for their time.
    If you follow this flow, you're more likely to stick out in their mind. They get several complaints a week. Most of them are rants and emotional outbursts. Insert some calm into that storm, as cheesy as it sounds.
     
  8. Oct 13, 2011 #88 of 118
    Justin85

    Justin85 Legend

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    OP, unless the policy has changed, not all calls are recorded. I was able to review my calls weekly, and saw the list of my recorded calls regularly, and it seemed like less than half got recorded.

    Again, may have been just my D* call center, and it might have changed since then.

    but please, don't just assume your specific call was recorded, because that might not be the case.
     
  9. Oct 13, 2011 #89 of 118
    y2k02c5

    y2k02c5 Legend

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    So what kind of a deal did you get with your new service provider, that DirecTV couldnt match?
     
  10. Oct 14, 2011 #90 of 118
    Rich

    Rich DBSTalk Club DBSTalk Club

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    I've had a lot of disturbing calls, Tony. I've learned to avoid calling on weekends and holidays. But, I've also learned to just hang up and call back and get a different CSR. There's no reason to put up with what you feel is an abusive CSR.

    Rich
     
  11. Oct 14, 2011 #91 of 118
    JeffBowser

    JeffBowser blah blah blah

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    I hesitate to reply, as others, including VOS and Rich, cover eloquently.

    It's not the destination, its the journey. I've never had an issue that wasn't resolved. Eventually, and somehow. I have, however, been taken on some very needless pathways to get there.
     
  12. Oct 14, 2011 #92 of 118
    Rich

    Rich DBSTalk Club DBSTalk Club

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    It certainly has been a journey. I gotta say that I've been very well treated by D* for the past couple years. If you were to go back to my posts from the time I found the forum in early '06 you'd see how frustrated I was. Took a long time to learn how to deal with the CSRs. The only thing that seems to work is politeness and persistence. I rarely call them about anything anymore, I've found other avenues that have made my dealings with D* a lot easier.

    Rich
     
  13. Oct 14, 2011 #93 of 118
    RunnerFL

    RunnerFL Well-Known Member

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    Absolutely. No phone conversation with a CSR is worth the elevated blood pressure. I always just hang up and call right back. I've also found calling late at night you get some educated CSRs.
     
  14. Oct 14, 2011 #94 of 118
    Drew2k

    Drew2k New Member

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    It's posts like Tom's that I appreciate ...

    He's not blaming the "victim", nor questioning whether or not there even *is* a victim, he's just commiserating and showing why he's such a good and classy guy. :up: :)
     
  15. Oct 14, 2011 #95 of 118
    SaLance

    SaLance AllStar

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    +1, Tom is awesome
     
  16. Oct 14, 2011 #96 of 118
    dubber deux

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    Letter sent to the CEO. Certified return receipt requested, to only be opened by Mr. Michael White. I also sent another copy of the letter(RRR) to the executive secretary of Mr. White.

    Depending on what I hear from the executive offices of the CEO at D* I may or may not contact the FTC.

    Some of you are absolutely comical in your replies here.

    I simply called to cancel my service after over 2.5 years of service from D*. I wasn't looking for any conflict at all or getting a special deal, I have enough things to worry about that "looking for a fight" from some CSR is NOT one of them. Some of you posting here are are as outrageous in your attitude as that obnoxious and belligerent CSR I spoke to. Just to note I called a first time and after being put on hold for about 3 minutes my call was disconnected, I wasn't about to waste time calling back a third time, why should I. CSR roulette is baulderdash, I'm paying good money for their services I nor anyone else should have to play such games.

    Also I DO NOT believe that the CSR in question was having a "bad day" , but that this interaction was an "sales angle" they were using, too many things about the call lead me to this conclusion.

    I felt intimidated, and threatened by this persons behavior during t he call.

    The most telling thing was near the end of the call I very politely asked for their name and operator ID number, almost immediately , like a light switch flipping their behavior changed to impersonal and business like, which it should have been at least in the first place.

    I'm not interested in getting this CSR fired, I am more interested in informing the CEO of the practices that are going on at the consumer level. I would bet many executives are shielded by a pretty solid "firewall" at mid levels of the organization. So it is worth trying to go to the top.

    Maybe my efforts will help other customers. That is the most I can hope for.

    Again, I have never seen such behavior from ANY other CSR in any other business I have ever dealt with in my lifetime. outrageous, reprehensible, and unethical to boot.
     
  17. Oct 14, 2011 #97 of 118
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    You weren't looking for a special deal, huh? Interesting...

     
  18. Oct 14, 2011 #98 of 118
    dubber deux

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    Nope....During the call they persisted on asking me what it would take to keep me as a customer ( I repeated a number of times I wanted to cancel, I also understood that they were trying to do their job and the CSR probably was instructed to ask me (solicit ME) as to what it would take to keep me as a customer. Just to stop them from repeating this question (several times, and with a bombastic attitude as well) I gave them a price I knew they likely couldn't meet, and they could not. Of course this resulted in a berserk response and more nasty attitude from this person.

    The CUSTOMER IS ALWAYS RIGHT ......

    ALL I WANTED TO DO WAS CANCEL MY ACCOUNT, NOTHING MORE.

    IT WAS CLEAR FROM THE BEGINNING OF THE CALL AS I REPEATED THIS A NUMBER OF TIMES BEFORE THE REAL BELLIGERENCE AND HOSTILITY BEGAN ON THE PART OF THE CSR.



    Sigma....I gotta believe that the incredible defense you are providing for the inexcusable behavior at D*means that you are more that just a satisfied subscriber.
    Of course you will never admit it, will you?
     
  19. Oct 14, 2011 #99 of 118
    rock819

    rock819 AllStar

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    Ok not that rudness is acceptable but for those of you that dont work in a service based enviroment you should know that companies like directv want the employees to be aggressive and want them to push products/services on the customer and want them to do everything in thier power to keep a customer from terminating service and the pressure from theese companies on its employees is horrible to say the least they dont care about the employees all they care about are the numbers so that then translates to the employee that he/she shouldnt care about the customer but instead care about the numbers because you can give great customer service but if you dont get a certain percentage of customers to keep the service or add new services you are fired anyways because your numbers are low so is it really the employees fault or is it the companies fault for creating that kind of work enviroment?
     
  20. dubber deux

    dubber deux Icon

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    Rock:

    I understand what you are saying, and that is why I am contacting the CEO. I really do not believe he knows what is going on, and is being shielded from such issues.

    While a few customers will accept this outrageous behavior that may be deliberate .....there are also a number that will not and will take action to prevent it. I still believe that this CSR knew almost immediately that "the jig was up" and nothing was going to retain my business...AT THIS TIME....so I guess he figured just go for the jugular by trying to intimidate and threaten me into staying with ludicrous "angles". I still am very concerned about my personal account information, and have instated a credit bureau "fraud alert" due to my concerns. IWhile I do think it was a sales angle I also think this person is a potential danger to customers personal information and the behavior was that of what I would expect from someone with a character issue, possibly criminal in nature.

    The sorry thing about this is that the company has eliminated themselves from ever being considered as an option for me or my family in the future, which is just plain stupid and short sighted. ALL other service providers when I cancelled were actually polite a few asked a couple of times in a respectful manner what they could do to keep my business, and after I declined cheerfully processed the cancellation order and ended the calls by simply saying that they would be glad to have my business in the future if I chose to return, and guess what I have returned to a number of those providers over time.

    D* has a foot in mouth problem and I am not the only person that has voiced this here or anywhere else, D* has some of the WORST customer NO service in the entire business world bar none.
     
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