That's a pretty all encompassing statement to make unless you have in fact talked to 99% of all the DirecTV CSR force. It is also pretty unkind.
How much do you expect from a minimum wage job? Anyone who has been around here for any length of time knows better than to ask CSR's about new HD channel information.
I have had the opportunity to deal with several CSR's on an occaissional basis and have found them to be uniformaly polite and helpful. They handled my issues quickly and efficiently.
Of course I didn't call them up to raise cain about Versus or to attempt to get information about upcoming channel announcements either as I KNOW that both would be fruitless.
If you want to complain, do it in writing via email. Don't take it out on a defenseless CSR who probably doesn't know what you are babbling about.
Screaming at the hired help does absolutely no good. Target your complaints at the people who make the decisions.
Ranting on and on about Universal Sports because of a comment from a CSR who probably looked at a sheet and saw "Universal HD" and didn't know any better is pretty petty.
Encompasing? perhaps, unkind? likely, accurate, absolutely!
I have been with DirecTV since 1995 and customer service was awesome until around 2000. At that time, it went to hell. Have I spoken to 99% of the CSRs? Obviously not. Nevertheless, since 2000, EVERY CSR I have spoken to (with one exception) has either given me incorrect information, screwed up my account/receivers, or both. Most have been nice and courteous while screwing things up, but in the end, they have still screwed things up.
As for sending an email, have you ever tried that? At least when you call, you get a clueless CSR who will talk wrong to you. If you email, you get a machine generated canned response that is tangentally related to the subject you wrote to them about. Look through these forums for all the examples of useless canned email responses.
You see, everyone who makes excuses for shoddy customer service uses the "minimum wage" defense. That's all well and good, but how is it that the minimum wage CSRs before 2000 were awesome? How is it that the minimum wage CSRs at Sprint are awesome? Have you tried the minimum wage CSRs at HP? Stellar! Even the minimum wage CSRs at Charter Communications are better than the DirecTV ones, but not by a lot. The aides at the school where I work are barely minimum wage, and they work their tails off. Substitute teachers rarely make much better than minimum wage, but we wouldn't excuse shoddy work from them on a par with the CSRs at DirecTV.
Now, I don't know who has been screaming at the hired help, but I have never even raised my voice with them. I have always contained my frustration, spoken clearly and evenly with them, and been polite (then I come here and post their stupidity to vent)
Bottom line, these CSRs are the front line representing DirecTV to most people, and they do it badly. Most people don't come here first, and most people don't know that the CSRs are clueless. Most people just call their provider when they have a question. We're a very small minority of DirecTV customers here. It can be hard to remember that, but the vast majority of DirecTV customers call DirecTV when something goes wrong.
Nevertheless, like Scott Adams says, you may now continue to imagine more arguments that you think I have made and refute those all you like.
Edited by islesfan, 17 February 2010 - 05:09 PM.