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Today was not a good day with the CSRs

Discussion in 'DIRECTV General Discussion' started by Xsabresx, Nov 2, 2012.

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  1. csgo

    csgo Legend

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    CSR's are barely employable people that have to follow a script. Anytime you have people at that level you cannot give them any authority.

    It's really a game... companies no longer wish to solve problems, just have them go away. Most people eventually give up on these carefully crafted programs and remain profitable customers.
     
  2. SPACEMAKER

    SPACEMAKER Freethinker

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    Judge much? Just...Wow.
     
  3. markfp

    markfp Legend

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    You're right. With many thousands of customers without service, they've probably also had to add extra "temps" to help man the phones. They probably have little or no knowledge of the products other than what's on their scripts.
     
  4. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Geez you're a nice "TEC."
     
  5. joshjr

    joshjr Hall Of Fame

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    As a 4 year DirecTV customer I can tell you this has happened to me numerous times. Just happened to me recently. I needed a DECA for a R22 and was told that the R22 was not compatible and it wouldn't work. Then I found on DirecTV's own website that the DECA module does work on a R22.

    The TEC agents are not always correct. Your response is almost offensive. That would be like me saying because you have had extensive training and I know more then you that you should get a new job. Not really a nice thing to say no matter if its true or not.
     
  6. joshjr

    joshjr Hall Of Fame

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    Sounds like with your attitude, you will go far in life. I give you r job with DirecTV 2 more months before you are gone. Good luck with what ever you do. I hope you never own your own company!
     
  7. Arubaflower

    Arubaflower Cool Member

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    If Dish was smart they'd hurry and churn out a new commercial with that quote as their main tagline stating something like: "From the lips of DirecTV's own agent: 'If you want nice, go to Dish'". It would top all prior advertising Madison Ave. ever created for Dish. :lol:
     
  8. HarleyD

    HarleyD Hall Of Fame

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    The irony being that if the customers were more knowledbeable in general and did not call in seeking assistance in the numbers they do, who would need you and your job?

    If the customers were what you think they should be you would not have a job. Of course odds are you won't have one sooner than later anyway.
     
  9. Tisby

    Tisby AllStar

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    Did an install for a TEC agent yesterday. Been working for NEW for a few weeks and didn't have a clue how anything worked. Followed me around the entire time and kept asking me questions about people who called in with problems that "the book" didn't know how to fix. After the install she still didn't have a clue. Kept asking where "the SWM" was. Points at a splitter: "Is that the SWM?" Points at the Power Inserter: "So is that the SWM?" She said that she has been told not to send a a technician or she'll be penalized and to get the customer off of the phone ASAP whether or not the problem is fixed. She just has to hope that they don't call in again. I've always felt guilty signing up a customer for the PP but it's a "requirement" for me so I talk them into it. I knew it was bad, but I never realized just how bad it was. :nono2:
     
  10. Rich

    Rich DBSTalk Club DBSTalk Club

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    What does TEC mean? When you use acronyms, it's always good form to explain them so us stupid folks can keep up.

    Rich
     
  11. Combat Medic

    Combat Medic Legend

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    Which only supports the argument that you aren't needed to be that technical. Why bother if you are only allowed to follow scripts?
     
  12. Rich

    Rich DBSTalk Club DBSTalk Club

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    Thanx, I had no idea what that meant.

    Rich
     
  13. Newshawk

    Newshawk Hall Of Fame

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    Broken...
    The only tech agents that are employees of National Electronics Warranty, LLC (NEW) are the Protection Plan tech agents. NEW does not do all of DirecTV's technical troubleshooting. For example, I work for DIRECTV, LLC as a tech agent. You can see in my sig how long I've been with the company. Other tech agents may work for Convergys or other third party customer service providers.
     
  14. Rich

    Rich DBSTalk Club DBSTalk Club

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    Does that mean the whole PP is now staffed by NEW employees?

    Rich
     
  15. Jacob Braun

    Jacob Braun King of Awesome

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    I'm glad someone clarified this. We're not all like this guy!
     
  16. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    "Someone" is going to have a lot more "free time" on their hands. :eek2:
     
  17. Jacob Braun

    Jacob Braun King of Awesome

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    Your knowledge is not correct.
     
  18. Jacob Braun

    Jacob Braun King of Awesome

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    Fair enough.
     
  19. west99999

    west99999 Icon

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    They dont handle TEC calls for customers without the protection plan which is a whole lot of customers. So no NEW does not handle all technical calls.
     
  20. trh

    trh This Space for Sale

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    You mean the post above that you've edited at least three times, including once at 8:16 after West99999 posted his comment at 8:15? Hard to have a conversation when it gets changed after the fact.
     
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