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Guest Message by DevFuse

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So, decided to test the CSR....


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10 replies to this topic

#1 OFFLINE   dshu82

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Posted 31 March 2008 - 08:08 AM

Called yesterday to re-activate an R-15 in an extra room that they would not send me a recovery kit for after 3 requests (guess their plan to get the $4.99 back on my bill worked!) and decided to ask the CSR about ESPN News HD as we were wrapping up. After she told me 3x that ESPN News is channel 207 (uh, yeah I know) she finally decided to tell me that their second HD satellite was launched and should be up and running any day now (:rolleyes: )

I would like to personally thank all the D* CSR's and installers who take it upon themselves to read and participate in this forum, whether it is to help in their jobs or for fun.

On the positive side, very nice girl and got my reciever back up and running smoothly.
D* customer since 1997

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#2 OFFLINE   Ed Campbell

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Posted 31 March 2008 - 08:14 AM

At the "opening door" level of CSR, I wouldn't expect them to have access to anything other than what's up and running. If management at the top sent the memo.

Having the Protection Plan, my calls are automatically routed to a more experienced level - someone capable, say, as most of the folks in Retention - and I've been able to have a bit of the dialogue you hoped for (?).

But, these forums are still the best place to find info.

#3 OFFLINE   Doug Brott

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Posted 31 March 2008 - 08:20 AM

It is true that for some of these folks being a CSR is a job and not a passion. As a result, they do not all have the dedication of the fine folks here.
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#4 OFFLINE   hasan

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Posted 31 March 2008 - 08:59 AM

It is true that for some of these folks being a CSR is a job and not a passion. As a result, they do not all have the dedication of the fine folks here.


....and even the most devoted of us here might become considerably less so after a shift of mind-numbing phone calls from people who can't find an item in a menu that's staring at them from the one eyed monster. (and who persist in random button pushing while being told to do only one thing at a time and follow the step by step instructions being provided to the letter

Take it from someone who deals with people who expect digital closed captioning changes to affect the analog closed captioning, and who don't understand the difference between digital and analog channels on a TV (when both are present). Three personal visits, an hour and a half of explanation and demonstration....and they come back with "it doesn't work right".:)

While most consumers do pretty well with "by the number instructions", there are just enough of the "box of rocks" types to make customer service particularly challenging on any given day, and take the "passion" out of even the most dedicated and well-adjusted individual.:lol:

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#5 OFFLINE   Herdfan

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Posted 31 March 2008 - 12:38 PM

(and who persist in random button pushing while being told to do only one thing at a time and follow the step by step instructions being provided to the letter



I see you have tried trouble-shooting for my parents.:lol:

My Setup

 

Why can I get to the "Adult's Only" area faster than I can get to the "ToDo" List?  DirecTV, that is messed up!!!


#6 OFFLINE   mikewolf13

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Posted 31 March 2008 - 01:15 PM

At the "opening door" level of CSR, I wouldn't expect them to have access to anything other than what's up and running. If management at the top sent the memo.

Having the Protection Plan, my calls are automatically routed to a more experienced level - someone capable, say, as most of the folks in Retention - and I've been able to have a bit of the dialogue you hoped for (?).

But, these forums are still the best place to find info.


They should advertise that a benefit of the PP is that you get someone who knows how to do their job.

#7 OFFLINE   beavis

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Posted 31 March 2008 - 01:30 PM

If everyone who called into D* was as knowledgeable as everybody here, that's a CSR's dream. For every CSR that isn't that great, there are about 7-10 customers that have the electronics IQ of dryer lint.

#8 OFFLINE   dbmaven

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Posted 31 March 2008 - 09:38 PM

..... there are about 7-10 customers that have the electronics IQ of dryer lint.


You're being far, far too generous. :D
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#9 OFFLINE   Jeremy W

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Posted 31 March 2008 - 09:45 PM

Having the Protection Plan, my calls are automatically routed to a more experienced level

Really? I wasn't aware that DirecTV did this.

#10 OFFLINE   Greyshadow2007

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Posted 31 March 2008 - 11:31 PM

Really? I wasn't aware that DirecTV did this.


They don't. Apparently DIRECTVs "Protection Plan" is handled by an outsourced company, N.E.W. (National Electronics Warranty) Apaprently calls from subscribers to that plan get routed to NEW call centers.

Here's where I found my information:
https://www.newcorp....are/051601.html

#11 OFFLINE   Incompetent

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Posted 01 April 2008 - 12:48 AM

They don't. Apparently DIRECTVs "Protection Plan" is handled by an outsourced company, N.E.W. (National Electronics Warranty) Apaprently calls from subscribers to that plan get routed to NEW call centers.

Here's where I found my information:
https://www.newcorp....are/051601.html


For D* there are 3 tiers of CSRs and then there are specialized depts. I call D* everyday. The best solution of when u get a crap csr? Hang up and call again.




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