I doubt that. To the best of my knowledge, N.E.W. agents handle all TEC calls, except for HR34 troubleshooting, and that practice ended a couple weeks ago, with N.E.W. taking over HR34 troubleshooting. So if N.E.W. doesn't handle all TEC calls, it certainly handles the lion's share.
That certainly seems to imply N.E.W. handles the technical support.
DirecTV agents from BGI and other queues send a LOT of technical calls to N.E.W. agents for troubleshooting, and, if appropriate, delivery of replacement remotes and IRD's. If these replacements need to happen, we get those calls, no matter how many hoops the customer has jumped through, apparently with DTV's own tech agents.
In fact, this makes N.E.W.'s participation in DirecTV all the more senseless, in my opinion. It doesn't matter if the customer spent an hour troubleshooting with DirecTV's tech agents. They get to start all over again, per our marching orders. I see the notes in the account from another agent, saying issue them a replacement, and I ignore it. If I don't, I get dinged. Get it? That's how the system works.
Couldn't the DTV agents simply handle the replacement on the same call, or does the DTV tech agent send the customer to ANOTHER tech agent to go through troubleshooting AGAIN? You see, in our queue, we MUST go through troubleshooting. No troubleshoot, no replacements.
The admission by the DTV fanboi just served the opposite purpose he intended: it shows that DirecTV, at least in my view, creates unneeded hoops for the customer to get what they pay for.
And speaking of the PP, it really only benefits customers with owned equipment, ensuring a free replacement, when appropriate, for their equipment, or a free tech visit. Customers with leased equipment would get a replacement if the problem is due to failure regardless, and the only benefit to them, as far as I see it, is that the PP would pay their shipping, which the customer could get waived if it's clearly a defect, and if they yelp loudly enough. Yet N.E.W. agents are to push, push, push the PP and the PPP.
Do they see a dime of commission?
No, but I'm very sure N.E.W. gets a cut per sale. So, really, the protection plan is kind of like Best Buy's protection plans, in my opinion: packaged to look useful, but at the end of the day, just another way to pump up the bill.
If DTV doesn't farm out 100% of its tech duties (since PP is part of that), then aren't they wasting their money? Seems to me that if they're going to farm out a queue, they'd go for the gold.
Seems to me-- and it's just my opinion-- N.E.W. is more of a liability than an asset, especially since their employees call out on a whim, and cause all sorts of long wait times. It's so bad that, depending on how the "one team" brainwashing works this month, N.E.W. may find itself without DirecTV. I'd laugh if that happened...I truly would.
OK, I've had enough. I sincerely hope that the members of this board understand this guy is not a typical agent. I started a 4 or 5 page rant but realized that may not be the best approach. Rather, just let me hope I meet this guy in a dark tavern so I can punch him in the face and shove Beernuts up his nose. I hope he gets fired soon.