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Guest Message by DevFuse

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DirecTV "Resolution Department"


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35 replies to this topic

#21 OFFLINE   bidger

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Posted 31 July 2010 - 11:02 AM

I really like DirecTv but issues like this are frustrating and not uncommon.


Agreed. And I'd like to know why this info isn't something we can access on our online account.

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#22 OFFLINE   kenpac89

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Posted 31 July 2010 - 11:19 AM

Another follow-up...

I received a phone call from the President's office this morning. He explained to me that I was repeatedly provided the wrong information and apologized, etc. He explained to me again, how the system is set up. He told me that he has the ability to remove the contract renewal that was applied the other day. He mentioned that it should take effect in the next few weeks once the system resets or something (I don't know why it takes so long), but until that time every CSR should have the ability to see right away that I am not under contract. I shouldn't have to bring it up or make them investigate it at all.

So, I will probably call them in a few days with the simple question of asking when my contract is up to see what they say. At any rate, they have at least bought peace and quiet from me for another month or so.

I don't want to leave DTV, as I do love the programming, etc. But, this just rubbed me the wrong way.

#23 OFFLINE   raoul5788

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Posted 31 July 2010 - 01:28 PM

Another follow-up...

I don't want to leave DTV, as I do love the programming, etc. But, this just rubbed me the wrong way.


Very understandable. I would email them and ask for the commitment date. That way you have a record of it.

#24 OFFLINE   Doug Brott

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Posted 31 July 2010 - 01:51 PM

So, I will probably call them in a few days with the simple question of asking when my contract is up to see what they say. At any rate, they have at least bought peace and quiet from me for another month or so.

I don't want to leave DTV, as I do love the programming, etc. But, this just rubbed me the wrong way.


I understand the desire to call back, but if the office of the President said it would take a couple of weeks to show up, you may want to consider waiting the full two weeks.
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#25 OFFLINE   inkahauts

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Posted 31 July 2010 - 02:44 PM

Here's the real answer:

DirecTV's system is broken, has been broken for years, and they have no intention of fixing it because it's broken in their favor.


I totally disagree.. :D They don't change the software, because the reality is that would cost them millions to implement a true new system that would properly handle all the things it would need to handle, and they don't want to spend the money, they'd rather see it as profit... Thats why they don't upgrade, not because it screws customers.. Customer satisfaction either way is below bottom line profits for any and all companies....

#26 OFFLINE   Carl Spock

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Posted 31 July 2010 - 03:11 PM

BattleZone, I think that DirecTV deliberately doesn't want front line CSRs to be able to move a receiver from leased to purchased, that it isn't faulty software but a deliberate plan.

An inside/outside team, with half of the scammers lining up prospective DVRs and receivers, and the other half as CSRs, could steal equipment from DirecTV all day long if they could make the switch.

Don't like a conspiracy argument? How about incompetence. One of you sweet talking sumuvabitches gets a CSR confused (not hard), and encourages them to switch their leased piece an owned one. You win/DirecTV loses.

I would put this switch under the tightest of controls, and it looks like DirecTV feels the same way.

Of course, none of this forgives the poor way kenpac89 was treated, but in the end, the system did work. Shabbily, but it did work.
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#27 OFFLINE   BattleZone

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Posted 31 July 2010 - 05:45 PM

Dish doesn't have any problem getting it right 99% of the time, and their CSRs have the ability to do it either way. I have no problem making it a "supervisor-approval" thing, but having NO ONE on the front lines having this ability is just stupid.

#28 OFFLINE   raott

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Posted 31 July 2010 - 06:06 PM

I totally disagree.. :D They don't change the software, because the reality is that would cost them millions to implement a true new system that would properly handle all the things it would need to handle, and they don't want to spend the money, they'd rather see it as profit... Thats why they don't upgrade, not because it screws customers.. Customer satisfaction either way is below bottom line profits for any and all companies....


So instead they open themselves up for a class action lawsuit by knowingly extending the contracts on many, many customers without any authority whatsover to do so.
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#29 OFFLINE   joshjr

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Posted 31 July 2010 - 08:24 PM

I and many other subscribers have the same problem. Here's my story:

1. Had a DVR upgrade in 9/08 which extended my commitment to 9/10
2. Replaced a defective H21 in 3/10.
3. Checked status on 7/17/10. Was told commitment date was 3/12. Told them it was a mistake because the H21 was a replacement not an upgrade. Was told date would be changed to 9/16/10, the correct date.
4. Rechecked status on 7/24/2010. Again told commitment date was 3/2012. Again after checking account was told the date would be corrected.
5. Rechecked status on 7/31/2010. Yet again told commitment date was 3/2012. Transferred to a specialist who told me the commitment date would be removed totally since there were only 45 days remaining on actual commitment. Was also told it would take 72 hrs for the change to appear on my account.

I really like DirecTv but issues like this are frustrating and not uncommon.


When it is finally fixed what you need to do is email them and ask what the commitment date is. Then when they email that back keep that for your records. It will come in handy someday when you have not made anymore adjustments but have an email from D* stating that you are not under contract.

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#30 OFFLINE   raoul5788

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Posted 31 July 2010 - 08:33 PM

When it is finally fixed what you need to do is email them and ask what the commitment date is. Then when they email that back keep that for your records. It will come in handy someday when you have not made anymore adjustments but have an email from D* stating that you are not under contract.


http://www.dbstalk.c...867#post2546867

#31 OFFLINE   Carl Spock

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Posted 01 August 2010 - 05:57 AM

raoul, did your ego get bruised?
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#32 OFFLINE   joshjr

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Posted 01 August 2010 - 09:29 AM

http://www.dbstalk.c...867#post2546867


Sorry. Should of said +1.

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#33 OFFLINE   raoul5788

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Posted 01 August 2010 - 02:40 PM

raoul, did your ego get bruised?


Nope. Did my post annoy you? If not, why did you respond to it?

#34 OFFLINE   JACKIEGAGA

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Posted 01 August 2010 - 04:19 PM

Very understandable. I would email them and ask for the commitment date. That way you have a record of it.


Can I have the email adress thanks

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#35 OFFLINE   Carl Spock

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Posted 01 August 2010 - 04:23 PM

Go to this page on DirecTV's website:

http://support.directv.com/app/ask
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#36 OFFLINE   JACKIEGAGA

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Posted 01 August 2010 - 04:40 PM

Go to this page on DirecTV's website:

http://support.directv.com/app/ask


Thanks Carl

JACK,
 
 





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