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You Are Kidding....Right?

Discussion in 'DIRECTV General Discussion' started by golfnut-n-nh, Jul 16, 2012.

  1. Rich

    Rich DBSTalk Club DBSTalk Club

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    Yup, the answer should have been the same if those CSRs had the same training, the same scripts and some mutual idea what the solution to the problem was. Real life is the CSRs at the lower levels just don't know enough. That should be obvious to anybody.

    Pull this same scenario in a different company, say a power company and you'd get answers that were more on the mark, but it's only TV and what's the danger? Nobody is getting injured or killed, no apparent governing body overseeing the management of the company. Seems like they do what they want and don't care what the results are.

    Verizon's the same way. They'll lie to your face in a store to sell you a phone. Who you gonna call to complain about that, Ghostbusters?

    I like D*, they've treated me well over the years. I hope they do well forever, I don't want to change providers. But, what a way to run a company!

    Rich
     
  2. wahooq

    wahooq New Member

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    Oct 19, 2011
    Tulsa, OK
    Im still betting fox blackout
     
  3. golfnut-n-nh

    golfnut-n-nh Legend

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    Wasn't a Fox blackout. Last Saturday Fox game started at 4:05pm. I was trying to watch a game at 8:00pm, which is outside their exckusive window.

    I was able to watch the games on the RSNs not the 700 series. If the games were blacked out by Fox , the RSNs should have been blackout also.

    Games in question Marlins-Nationals & Phillies-Rockies if I remember correctly.
     
  4. golfnut-n-nh

    golfnut-n-nh Legend

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    Mar 26, 2007
    Simply stated:

    1. First CSR never asked any technicals questions or had me run diagnostic. She immediately went to the blackout scenario.

    2. The second CSR had me run diagnostics on the receiver which came up with a dish aligment error. Thus the reason for Saturday's appointment.

    I believe its a hardware issue, but what do I know. If they have to replace the receiver, the only show of value is Johan Santanna's no-hitter! :)
     
  5. wahooq

    wahooq New Member

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    Oct 19, 2011
    Tulsa, OK
    well an alignment issue will not cause a blackout as previously stated ...two seperate issues
     
  6. Rich

    Rich DBSTalk Club DBSTalk Club

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    Agreed, but how come the CSR didn't know that? That's been a major point of dissatisfaction for too many years for D* to just ignore. I realize how hard it is to troubleshoot over a phone, but these WAGs get a bit frustrating at times.

    Rich
     
  7. wahooq

    wahooq New Member

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    Tulsa, OK
    Agreed every CSR has the same amount of information at their fingertips...some choose to use it and obviously some dont...no excuse
     
  8. Rich

    Rich DBSTalk Club DBSTalk Club

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    Aren't they monitored in some way? I know they have supervisors. What else do the supervisors do?

    Rich
     
  9. JoeTheDragon

    JoeTheDragon Hall Of Fame

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    In the past I got the black out BS for a game on my RSN over flow channel that was not working right / HD feed not on.
     
  10. Old_School

    Old_School Legend

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    Nov 28, 2011
    PA
    dang, i hate when that happends to people:lol:
     
  11. atlrep

    atlrep New Member

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    I have seen cases where games listed on ei would end up on rsns when a cm had the sports pack even though the sports pack doesn't cover out of market professional games. I've also seen some games flat out not televised at all. Shouldn't need to reauthorize the rcvr to remedy "blackouts" I've never seen such a thing. Either an access card or rcvr issue for the auth problem. More than likely a major network contract to blame here.
     
  12. atlrep

    atlrep New Member

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    Jul 15, 2012
    Also, if u go to dtv.com and search for the team name it'll give u times and channels. If its not there its not on.
     
  13. Shades228

    Shades228 DaBears

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    The game started at 4:10 on Fox which blacks out other games until 7:05PM EST. The Marlins game started at 7pm EST so this is a correct blackout. The Phillies-Rockies started at 8pm which would have been an incorrect blackout unless the feed you were attempting to watch was on a local RSN or local channel. Then it would have been a correct blackout as well.
     
  14. falkor

    falkor New Member

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    Shades is absolutely correct
     
  15. Mervis

    Mervis Cool Member

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    Games NEVER start at the top of the hour if they are televised and now I understand the Saturday :10 after starting time to get away from the Fox exclusivity until :05.

    I have been watching the MLB package during the free preview this week and at least twice, when tuning from the "Scoreguide" to a main feed for a game, received a blackout message but was able to re-tune to the RSN. Once was FSMW Cardinals, don't remember 2nd. Maybe Phils. Oh yeah, today for the Angels/Tigers game on FSDET.
     
  16. Shades228

    Shades228 DaBears

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    Actual start time is not relevant it's the scheduled start time. A rain delay would not cause the game to no longer be blacked out.
     
  17. raott

    raott Hall Of Fame

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    Please link to the actual scheduled start time being at 7:00 pm. I'm looking at the Marlins future schedule and their is not a single game that starts on the top of the hour.

    They are all 7:05 or 7:10.

    EDIT: In fact, the Marlins / Nationals was a 7:10 scheduled start, so where did your 7:00 scheduled start time where you concluded it was a correct blackout come from?

    http://miami.marlins.mlb.com/mia/downloads/y2012/2012_marlins_schedule.pdf
     
  18. Inkosaurus

    Inkosaurus Icon

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    supervisor to CSR ratio is not 1:1. In most cases supervisors primary job is to track relevant stats like Average handle time for there team through out the day, and work out there teams stats for the week/month. There job title usually includes very little real time monitoring and there more or less paper work jockeys more then anything else.

    Most call centers have a call/screen recording program that generally records 4 calls a day, then the call center has a QA department that listens to recorded calls and grades them. Not all recorded calls are actually listened to and graded (usually 1-2 a week per CSR is what I have seen).

    Depending on the company and call center in question, usually agents can easily check how many recorded calls they have. Generally they get there "4" before lunch break. After that they know they have a little wiggle room with rules and policies and its on them if they take it to far.

    By the way Im with Shades on this one.

    OP you may have had an alignment issue but that most definitely would not be the cause for your "black out" ;)
    It just doesnt add up.
     
  19. Rich

    Rich DBSTalk Club DBSTalk Club

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    I've never heard of a place where the ratio is 1:1. I usually had at least fifteen mechanics working for me. A good supervisor should be able to know how well the people working for them are doing. I had to do a yearly review of each mechanic (various trades) and if I thought someone was not doing his job or was just plain incompetent, I had to be able to back that up or suffer consequences myself. Doesn't seem to be the case with D*'s supervisors. They do seem to know more that their CSRs, tho.

    Well, that's a step in the right direction.

    Best to call in the morning?

    Yeah, that doesn't make sense. But I don't get the MLB package, so I can't argue the point.

    Rich
     
  20. golfnut-n-nh

    golfnut-n-nh Legend

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    Mar 26, 2007
    Under your scenario for the Rookies game, The RSN, which was in the clear for me and out of market, would trump the EI package, 700 series channels. If so, no need for EI just order the Sports Pack and enjoy. I know this not to be the case.
     

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