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Guest Message by DevFuse

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Come on D* lets get support a little better


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21 replies to this topic

#1 OFFLINE   rahlquist

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Posted 01 September 2010 - 07:11 AM

Ok gotta say this is one of the more irritating support issues I've had with D* and while not earthshattering.....

We got notification (via postcard and on D*'s site) a few months back that we were getting a free PPV for an anniversary gift as a thank you from D*. Cool. It said, "you dont have to do anything, just order the PPV and the credit will show on your next bill" We set it aside and on 6/30 we ordered and watched Percy Jackson... We are now into our second bill since ordering this and no sign of a credit so I contacted D*'s online support as it wasn't urgent enough for me to want to waste their phone time. This should be fairly simple, lookup my account, see if the offer was made, apply the offer if the system didn't automatically. If the cant see the offer then decide if its worth the $5 or not to just credit it. I am not calling asking for a HR24 to be drop shipped for crying out loud. Overall closure time should be 2 minutes.

Instead I get this;


---------------------------------------------------------------
Response (Ma Cristina R. - [redacted]) - 08/30/2010 11:50 AM
Dear Mr. Ahlquist,

Thank you for writing. First of all, I'm delighted to learn that you are one of our valued and long time customers. We would like to thank you for allowing us to continuously provide you with our service.


I understand your concern regarding your loyalty gift. I'm sending you this email to acknowledge that we have received your message, and I wanted to share with you what is happening with your email.


We review and respond to every suggestion, inquiry and question we receive (unless you specifically requested for us not to follow up with you). Upon review of your email, I determined that we needed some extra time for research and investigation before providing you with our final reply. I have escalated your email to a specialist who will personally research your issue and reply to you.


We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 48 hours. Thank you for your patience.


In case you need more urgent support, our Customer Service Specialists are available to help you at 800-531-5000 and may be in a better position to answer urgent questions.


We're glad you're one of our loyal customers. It's feedback like yours that helps us remain America's #1 Satellite provider.


We thank you for your continued support!


Sincerely,


Ma. Cristina R. - [redacted]

DIRECTV Customer Service

P. S. Football season is almost here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.

WTH? Should I have asked for 20 words or less? 48 hours? Call Us? I mean does nobody over there understand the best customer service is quick resolution? Instead they want me to call and waste another CSR's time? Or (tinfoil hat time) is this just some ploy by marketing to be able to email me advertisements about Sunday Ticket twice? :lol: So far I haven't heard back yet but their 48 hours isn't over for another couple hours.

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#2 OFFLINE   Dazed & Confused

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Posted 01 September 2010 - 07:20 AM

With the way they throw credits around to anyone who calls and whines about something, that response does seem a little over the top.:lol:
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#3 OFFLINE   JeffBowser

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Posted 01 September 2010 - 07:22 AM

That's a canned reply, no real person's time was wasted. (I do agree with your stance)
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#4 OFFLINE   BAHitman

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Posted 01 September 2010 - 07:31 AM

looks like a simple acknowledgement to me. Your request is in somebody's inbox with about 400-500 others, and when they get to yours they will address it.

I used to do online support for a company, and that's the way it works. you have a queue of messages, and you address them in the order they hit your inbox. There's not a mob of people to instantly handle your web request.

and like you said, it's not an urgent issue. if you don't hear from them in a couple of days, then you have something to be upset about...
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#5 OFFLINE   mluntz

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Posted 01 September 2010 - 09:21 AM

Thats why when I got my free PPV for an anniversary gift, I just threw it in the trash can. Don't even want the hassle. I feel your pain!
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#6 OFFLINE   paulman182

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Posted 01 September 2010 - 09:31 AM

The whole thing is a joke to me. I pay them about $2500 a year and they give me a $5 PPV.

I get my moneys worth, don't get me wrong--if I didn't feel that way I wouldn't pay it. Its just that one movie PPV is not worth much.

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#7 OFFLINE   BAHitman

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Posted 01 September 2010 - 09:33 AM

Thats why when I got my free PPV for an anniversary gift, I just threw it in the trash can. Don't even want the hassle. I feel your pain!


I do the same thing. Ain't worth the trouble...
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#8 OFFLINE   masterblaster8987

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Posted 01 September 2010 - 09:57 AM

I gotten the same notice via email, postcard and website for 3 "free" pay-per-view movies. I ordered a movie, no credit on bill. Called customer service. Girl told me I will get a rebate to mail. I laughed:nono2: . I explained the notices and read the fine print to her. She just keep repeating the same answer. I then asked to talk to her supervisor. She told me I will get the ppv credit after 3 billing cycles. That wasn't good. She then tells me ALLl the credits on my account and that was more than good enough. :mad: I told her after 10 years of service and hundreds of personal retail customer D* sales, that I will not recommend them anymore. I was placed on hold.:confused: She then credits my account. Tells me I still have the ppv credits left. I laughed.:sure:

#9 OFFLINE   wingrider01

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Posted 01 September 2010 - 11:01 AM

The whole thing is a joke to me. I pay them about $2500 a year and they give me a $5 PPV.

I get my moneys worth, don't get me wrong--if I didn't feel that way I wouldn't pay it. Its just that one movie PPV is not worth much.


they are sending you something, maybe they just need to cancel the program and forget about the hassles.

#10 OFFLINE   islesfan

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Posted 01 September 2010 - 04:13 PM

Don't fall for the free PPV scam! I've tried it twice, never gotten the credit. I had to mail the voucher to some place (in AZ I think) because my bill is autopay. Never saw a cent credited. I stopped falling for this scam around the time Watchmen was on PPV (that's the last "free" movie I spent $6 on). Now I go with NetFlix. Their customer service is what DirecTV's was before about 2002. Awesome! I only look at the PPV selection now to get ideas for my NetFlix queue.

In the meantime, maybe DirecTV could "outsource" their customer service to a company that knows how to do it like NetFlix or Sprint?

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#11 OFFLINE   rsteinfe

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Posted 01 September 2010 - 04:27 PM

That's a canned reply, no real person's time was wasted. (I do agree with your stance)


Their canned responses can border on the ridiculous. I emailed once about a problem with the DTV website. Their response told me that "most problems can be solved by restarting your receiver." Huh?! :confused:

#12 OFFLINE   rahlquist

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Posted 01 September 2010 - 04:31 PM

So they got back to me.

Response (Dana B ID [redacted]) - 09/01/2010 12:27 PM
Dear Mr. Ahlquist,

Thanks for writing and your continued service with DIRECTV. Your email was forwarded to me for resolution and I would be glad to address your concern about the anniversary gift you received.

Upon review of the account, I was able to locate the DIRECTV Cinema movie billed to the account on 6/29/10. Normally, after a customer has submitted their pay per view coupon by mail and send it to DIRECTV, it would take approximately 8 weeks for you to see the credit on the bill. However, since it has been past this allotted time, I have applied a one time credit of $5.99 to your account. You can also view your bill online, just visit the My Account section on directv.com and click on the link next to Paperless Billing within the Current Balance section. This will show you exactly what your charges and credits were on your last bill. You can also see your recent transactions by clicking on the Recent Activity tab.

Thanks again for writing and bringing this to our attention.


Sincerely,

Dana B ID [redacted]
DIRECTV Resolution Specialist

P. S. Football season is almost here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.


Wow how magnanimous of them to give me my one time credit for the year for something they GAVE me(this is the same one time credit for the year you can get if you mistakenly order a PPV). I guess they couldn't find the offer they sent me either. You will note they stated I would be credited after I sent it in, however the offer I got said I didn't have to do anything!

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http://dl.dropbox.co...0029/image2.jpg

Sounds like someone needs to update Doris guys, gee I wonder how many fools customers order that PPV and then never get the credit. Perhaps some regulatory agency should request an audit. Maybe someone should suggest it.

Edited by rahlquist, 01 September 2010 - 04:58 PM.


#13 OFFLINE   hdtvfan0001

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Posted 03 September 2010 - 06:48 AM

So they got back to me.

Sounds like someone needs to update Doris guys, gee I wonder how many fools customers order that PPV and then never get the credit. Perhaps some regulatory agency should request an audit. Maybe someone should suggest it.

Just point me at 'er Rahlquist....I know just how to handle folks who don't know how to serve their customers the right way. :D
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#14 OFFLINE   Drewg5

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Posted 03 September 2010 - 03:24 PM

Its not just D* that is doing this crap. Its extremely annoying, just think of it this way your call is important to us...click.... call again your ca.... click... I know D* isn't quit that bad but I have to deal with a few places that are from time to time.

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#15 OFFLINE   Upstream

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Posted 04 September 2010 - 08:33 AM

they are sending you something, maybe they just need to cancel the program and forget about the hassles.


Maybe they should. What is the point of a customer loyalty program which is so poorly run that instead of rewarding customers it forces them to jump through hoops and pi$$es them off?

If RAlquist had ordered his PPV movie and received the credit on his next bill, just like he was promised, he would have been happy with the little perq DirecTV sent him. Instead, he is upset, thinks that DirecTV treats their customers like fools, and is ready to report them to a regulatory agency. I'm sure that is not the reaction DirecTV wants from a customer loyalty program.

#16 OFFLINE   RobertE

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Posted 04 September 2010 - 09:07 AM

I've said it countless time before. The current loyalty program sucks. It should be scrapped and replaced with a similar program like Speedy Rewards from Speedway or Reward Zone from Best Buy.

Let the customer earn points based on their tenure, bill amount and premium purchases(HBO, NFLST, etc). Then let the customer pick from bill credits, free PPV or other services for X amount of time, or discounted to free equipment upgrades.

Honestly, I think this would bump up their customer satisfaction score a few points as it would put an end to a good chunk of the dial-a-deal nonsense or CSR roulette.
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#17 OFFLINE   RACJ2

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Posted 04 September 2010 - 09:12 AM

I've said it countless time before. The current loyalty program sucks. It should be scrapped and replaced with a similar program like Speedy Rewards from Speedway or Reward Zone from Best Buy.

Let the customer earn points based on their tenure, bill amount and premium purchases(HBO, NFLST, etc). Then let the customer pick from bill credits, free PPV or other services for X amount of time, or discounted to free equipment upgrades.

Honestly, I think this would bump up their customer satisfaction score a few points as it would put an end to a good chunk of the dial-a-deal nonsense or CSR roulette.

That's basically how the DIRECTV Credit Card Reward program works. I used points for a $25 credit towards NHL CI last year. It would be nice if the loyalty program worked the same way.
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#18 OFFLINE   markfp

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Posted 05 September 2010 - 12:17 AM

Yikes. Last week I had to deal with a company (not DirecTV) that has its customer service department in India. They guy I talked (who spoke like Gunga Din but said his name was "Jason") talked the same way as that reply letter read. Good luck, friend!

#19 OFFLINE   996911

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Posted 05 September 2010 - 03:38 PM

I got, wait for it, 3 post cards reminding me that I haven't used my free loyalty PPV movie yet. Then I got 2 email in the middle of those 3 cards to remind me that I got a free PPV in case I didn't read the 3 cards. And of course if I log into my account online it keeps reminding me there as well. I'm not in the mood to play that game with them after reading all the crap people have to deal with. Besides, I have blockbuster and netflix. So remind me again why do I need my one "free" PPV?
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#20 OFFLINE   rahlquist

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Posted 07 September 2010 - 07:39 AM

Still haven't resolved this 100% to my liking. I initially tried to reply to the response stating they would use my 1 time annual credit and the email got bounced by their server stating the sending server was on a blacklist (my own server that's been sending email from my private domains for 10+ years and has never sent a spam yet). I have now been removed from the blacklist and have resent the email. OMG all over a few bucks, if I charged them my hourly rate......


I stand corrected its still being blocked, half tempted to just forward that to Mrs. Filipiak. But I will restrain myself for the moment.

Edited by rahlquist, 07 September 2010 - 07:45 AM.
updating, still blocked





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