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Guest Message by DevFuse

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Today was not a good day with the CSRs


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94 replies to this topic

#76 OFFLINE   Rich

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Posted 09 November 2012 - 09:52 AM

Figured that. I do know DirecTV can notice low signal strengths, but I figured that was data that was sent in a scheduled type report, not real time that was accessible to any tech. For me it's more academic, as I've only called tech support 3-4 times in the last 7 years or so. I do like to know how things work on the other side of the call.


I gave up on tech support years ago. Do they still have it? I absolutely hate to call D*, except for the friendly folks at ACT. Nothing to do with the CSR's attitude, I know they're gonna read from a script that I could write. What I can't stand is their lack of knowledge about their own products.

This isn't a problem that D* has by itself. Most folks I call for help just don't understand what they're selling. Let me see, I've given up on calling Sony, Panasonic (except for concierge service), Toshiba (pitiful tech support), Lenovo (downright nasty sales people and CSRs), and the list just goes on and on.

Here lies the knowledge and expertise we need to deal with just about anything electronic and it doesn't cost a cent.

Rich

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#77 OFFLINE   dpeters11

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Posted 09 November 2012 - 09:59 AM

Starting to think a mod should just close this one...

#78 OFFLINE   veryoldschool

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Posted 09 November 2012 - 10:05 AM

I gave up on tech support years ago. Do they still have it? I absolutely hate to call D*, except for the friendly folks at ACT. Nothing to do with the CSR's attitude, I know they're gonna read from a script that I could write. What I can't stand is their lack of knowledge about their own products.

This isn't a problem that D* has by itself. Most folks I call for help just don't understand what they're selling. Let me see, I've given up on calling Sony, Panasonic (except for concierge service), Toshiba (pitiful tech support), Lenovo (downright nasty sales people and CSRs), and the list just goes on and on.

Here lies the knowledge and expertise we need to deal with just about anything electronic and it doesn't cost a cent.

Rich

Rich, I've had mixed results with CSRs or tech support.
Some really are dumber than a box of rocks about DirecTV products, and others are friendly, helpful, and have a good understanding of the DirecTV system.

I've had to dealt with Sony & Uverse in the past year, and "My God" do they make DirecTV sparkle.

It took Sony two months and god knows how many phone calls to get a firmware update for my TV that their website showed it needed. First hurdle was they wouldn't acknowledge it needed one, and the next took three shipments to get the right firmware for my model.

Now Uverse is obscene. I lost track of the hours on the phone [after 40 hr in less than 4 weeks], but it went on for a couple of months before "I could steer them" to where their problem was.
A.K.A VOS

#79 OFFLINE   Rich

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Posted 09 November 2012 - 10:09 AM

After reading through the past four pages, I can't believe the information that has been revealed/exposed/dragged through the mud/ whatever.

It would seem to me that any competent management, upon reading the same, would have grounds for immediate dismissal, were certain individuals able to be identified.

Please understand, I'm not slamming anyone here in the thread...just making an observation as an individual in a management position.


"In a management position" you know that ~ 5% of the workers are gonna be slackers and just general PITAs and you have to cope with that. Also ~ 5% of the work force is gonna be made up of people you really like and you've got to go out of your way to make sure you treat everyone fairly.

Those "certain" individuals you cite are typical of the first group. Those people have to be dealt with strongly, but you also have to understand that D* isn't known for well trained CSRs and subcontracting a job out probably makes that worse. I've got a feeling anondtvtec would be unhappy in any job. And, you'll notice he's never wrong. Nobody is "never wrong". They are usually convinced they're always right, but that's just delusional.

Rich

#80 OFFLINE   Rich

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Posted 09 November 2012 - 10:21 AM

Rich, I've had mixed results with CSRs or tech support.
Some really are dumber than a box of rocks about DirecTV products, and others are friendly, helpful, and have a good understanding of the DirecTV system.

I've had to dealt with Sony & Uverse in the past year, and "My God" do they make DirecTV sparkle.

It took Sony two months and god knows how many phone calls to get a firmware update for my TV that their website showed it needed. First hurdle was they wouldn't acknowledge it needed one, and the next took three shipments to get the right firmware for my model.

Now Uverse is obscene. I lost track of the hours on the phone [after 40 hr in less than 4 weeks], but it went on for a couple of months before "I could steer them" to where their problem was.


Oh, I agree, many companies make D*'s support group look good. I've said that many times. This makes me think that no company really spends much money on training CSRs.

I have found some jewels since I've been with D*. I'll never forget that woman in the Oregon PP call center that solved my HDMI incompatibility problem back in late '06 with one sentence. Or the good folks at the CMG who sent me installers and just told them to do what I told them to do back in '08.

Rich

#81 OFFLINE   Rich

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Posted 09 November 2012 - 10:37 AM

I never said I am never wrong, but you seem to be saying the customer is never wrong.


You will note that I never said one word about the customer never being wrong. Most of them know less than you guys do, I know that. But "we" are not "most customers". "We" usually have tried everything we know to fix the problems we have or come here to get answers that will lead to resolving our problems.

I, in fact, have admitted in this thread that I've been wrong about some aspects of NEW's relationship with DirecTV. Even so, my experiences in the TEC queue are legitimate, whether NEW handles just the PP calls or 20% of the TEC calls, or however it's doled out. In fact, the people who've pointed things out in this thread have, to me, proven that NEW is redundant, and DirecTV, in my opinion, would be better served without them, financially and in terms of customer satisfaction.


What you've done in this thread is alienate yourself as those in that ~ 5% always do. By stating what you perceive as "facts". Even your peers, who seem much more sensible than you, are correcting you.

Facts are facts: the scripts must be used. If customers got a tech and replacement with no questions asked, DirecTV would be in financial peril. It's in everyone's best interests, in my opinion, to frustrate the customer into giving up, essentially beating them into submission, paying their bill and shutting up, as it should be. Being part of that process is very pleasing.


Again, you assume your "facts" are correct while your peers correct you.

Just like everyone else, I am wrong at times. However, again, rules are rules. Just because some idiot made up the "customer is always right" nonsense doesn't make it so. The way you tell it, I should just go, "Derr...sure, Mr. Customer, I'll send a tech out free of charge just because you asked for it. No troubleshooting needed...derrr." Nope. Doesn't work that way.


I'm not suggesting you do anything. You probably can't change the way you are.

Rich

#82 OFFLINE   Rich

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Posted 09 November 2012 - 10:44 AM

And that's the problem...you customers think you're owed the world. And you wonder why people like me hate people like you. Just pay your bill, suck it up, and shut up.


I've been "hated" by that ~ 5% group for years. I didn't hate them, I just didn't give them any work to do. Just let them sit until boredom made them transfer to another group or quit. Unfortunately, another of your brethren would eventually show up and the process would begin again.

Rich

#83 OFFLINE   Stuart Sweet

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Posted 09 November 2012 - 10:55 AM

Folks, let's be a little more polite to each other. I have received multiple requests to close this thread and issue bans, and I would prefer to do neither, but you all have to cooperate and be a little nicer.

Please don't make me ask again.
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#84 OFFLINE   smitbret

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Posted 09 November 2012 - 11:18 AM

Then do what Newshawk suggested to avoid getting a written?
Ive worked for both E* and D* at multiple levels in there call centers and both only wanted you to do 1 thing with the script and thats to follow it in its order.

You should have listened to your trainer when they taught you to take the customers word for it, you go down the list and if the customer says they already did something when you get to it oh well move along.

You must be new to the CSR game :lol:


To his defense, DirecTV has very clearly instructed us to have the customer physically perform each task in the troubleshooting steps and to not accept "I did that". In fact we specifically train to this behavior to help our agents convince the customer to redo the steps even though they have already done them.

Of course, it's always up to the discretion of the agent to determine if he/she can bend the rules. If the agent can resolve the situation then it's ok. However, if the situation is not resolved and the agent did not require the customer to physically perform the task then the employee has failed to do their job.

#85 OFFLINE   billsharpe

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Posted 09 November 2012 - 12:32 PM

Not pay per view. PPP, as in Protection Plan Premier. It MUST be pitched.


I haven't had DirecTV for over a year now but in the five years I had it no CSR ever mentioned the protection plan to me.
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#86 OFFLINE   billsharpe

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Posted 09 November 2012 - 12:37 PM

It's in everyone's best interests, in my opinion, to frustrate the customer into giving up, essentially beating them into submission, paying their bill and shutting up, as it should be. Being part of that process is very pleasing.


Now there's a CSR that ought to either quit the job or be fired, IMO.
Bill

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Living room: Sceptre 32 inch

#87 OFFLINE   veryoldschool

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Posted 09 November 2012 - 01:00 PM

Now there's a CSR that ought to either quit the job or be fired, IMO.

Regardless of what may be posted, I've got it from several sources that one of these has happened. ;)
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#88 OFFLINE   veryoldschool

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Posted 09 November 2012 - 01:10 PM

Yes, indeed, but the question is: was the correct party fired? ;)

"Well" you do seem to have a lot of time to post here these days, so.... !rolling
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#89 OFFLINE   Carl Spock

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Posted 09 November 2012 - 01:18 PM

Let's see...

Believe anondtvtec or believe veryoldschool?

Trust the new guy or the guy who I've gotten to know over 38,000 posts?




This is a tough one!
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#90 OFFLINE   veryoldschool

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Posted 09 November 2012 - 01:25 PM

The ultimate question is this: what will happen at the end of November?

Do we really care? :confused:
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#91 OFFLINE   veryoldschool

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Posted 09 November 2012 - 01:32 PM

You care enough to keep replying to me, Sparky.

The question was about November, not so much about you.
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#92 OFFLINE   veryoldschool

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Posted 09 November 2012 - 01:40 PM

Well, as for that question... No big deal.

Guess there's the answer for us.
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#93 OFFLINE   smitbret

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Posted 09 November 2012 - 02:03 PM

Folks, let's be a little more polite to each other. I have received multiple requests to close this thread and issue bans, and I would prefer to do neither, but you all have to cooperate and be a little nicer.

Please don't make me ask again.


Yeah, this thread isn't going anywhere. How do I request it be locked and/or deleted? Nothing good coming out of this and I'm almost embarrassed to have been a part of it.

#94 OFFLINE   veryoldschool

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Posted 09 November 2012 - 02:07 PM

How do I request...

The report option with the red triangle over to the left of the posts.
A.K.A VOS

#95 OFFLINE   DLP2008

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Posted 09 November 2012 - 02:57 PM

I see his twitter has disappeared....




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