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Guest Message by DevFuse

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My CSR experience


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13 replies to this topic

#1 OFFLINE   sim

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Posted 12 November 2012 - 11:05 AM

I know there are a million threads like this but I feel the need to post my experience from last night with a CSR.

My HR24 started making noise. At first it was a rhythmic hum. I kept checking my cell thinking it was vibrating. Pretty soon it sounded like someone was running a leaf blower in front of my house at 8pm. It turns out the fan in my unit was taking a dump. I found the thread saying you can open it and grease the fan bearings but I don't feel like messing with it. I called directv and got a CSR who, after putting me on hold 3 times, told me they do not replace DVRs for noise. I explained that it wasn't the typical noise a DVR makes, it was interfering with my viewing even though the unit is 8 feet from my head. She said sorry, when it fails completely call back. Now I've always had decent customer service from directv and was always able to get resolutions to my issues, but this "no, nope, sorry, we don't do that" kind of pissed me off a little. I ended up asking her to put a supervisor on the phone. The supervisor ran me through the same questions as the CSR and then asked me to hold my phone next to the unit. WTF?! I don't know why, but this just really made me angry. It's like when you leave Costco and they check everybody's cart and receipt at the door. You are just assuming I am a liar or thief right off the bat? You need proof? Ah, whatever. I guess this is our society now. Guilty until you prove yourself innocent. So the new unit is coming and they told me they can't guarantee that I will get the same unit. I know this is the way it is but it still sucks. I have an HR24 that is having issues. I have a ton of programs on there that I haven't watched yet. The whole situation blows and I would prefer for it not to be taking place but it seems like the CSRs and this supervisor actually take pleasure telling you that you likely will get some old piece of equipment. OK< I'm done with my rant. I just hope they don't send me some old beat up 21 or 22. I've been a customer for 15 years. I guess I need to drop d for a little while then come back to get better treatment.

Oh, so I guess I do have a question too. Can I just return the replacement if it a piece of junk in my opinion?

#2 OFFLINE   RAD

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Posted 12 November 2012 - 11:20 AM

I've been through the same issue with a bad fan being too loud. First couple times I called got nowhere, third time I said listen to it, put the phone on top of the case for 5 seconds, when I started to talk to the CSR again no problem, a replacement is on the way.

It was a HR24-100 and they replaced it with a refurb HR24-500 that was in good condition. I thought I saw some info that said if you replaced a HR24 and had WHDVR on the account you'd get another HR24 so you didn't need to mess around with also getting an external DECA to make the older HD DVR's work.

See post My Setup for configuration info.


#3 OFFLINE   sim

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Posted 12 November 2012 - 11:33 AM

I have whdvr, but it's the unsupported flavor. When I tried to get the supported setup they wanted me to pay something in the $400 range, if I remember correctly, and extend my contract. My brother-in-law just called to cancel his service because his bill was getting too big and they gave him the whole setup free with an HR34 and some free premium channels for a year. He wasn't fishing for a deal, he legitimately was thinking of transferring to Dish. Why does directv force people to call customer retention to get anything done?

#4 OFFLINE   RAD

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Posted 12 November 2012 - 12:13 PM

Because until the customer calls to cancel service they really don't have any incentive to offer any deals, they're in the business to make money.

See post My Setup for configuration info.


#5 OFFLINE   sim

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Posted 12 November 2012 - 02:44 PM

I completely understand that; making money is important for any business. Wouldn't they make more if they kept their current customers happy rather than spending all the money they do trying to get them back once they leave? I've been a customer for 15 years. My bill is $185 monthly. They get a call from me once every year, give or take. Getting new customers is important but keeping folks like me happy is too. For the most part I've been happy with their customer service but this really has me ticked. If I get a 21 or 22 I'm gone.

#6 OFFLINE   RAD

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Posted 12 November 2012 - 02:50 PM

I completely understand that; making money is important for any business. Wouldn't they make more if they kept their current customers happy rather than spending all the money they do trying to get them back once they leave? I've been a customer for 15 years. My bill is $185 monthly. They get a call from me once every year, give or take. Getting new customers is important but keeping folks like me happy is too. For the most part I've been happy with their customer service but this really has me ticked. If I get a 21 or 22 I'm gone.


That's why when you call to cancel you're given to customer retention which can make the deals to hopefully keep you as a customer.

See post My Setup for configuration info.


#7 OFFLINE   trh

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Posted 12 November 2012 - 03:48 PM

You need to watch your ton of shows, because most likely, you're going to lose them. If the fan fails and your unit overheats, you won't be able to view them or if you swap out the unit, you'll lose them.
Also, if you get something other than a 24 and you're not happy, don't activate it. Call back. Once you activate it, it will that much harder to change it out.

#8 OFFLINE   sim

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Posted 12 November 2012 - 03:59 PM

You need to watch your ton of shows, because most likely, you're going to lose them. If the fan fails and your unit overheats, you won't be able to view them or if you swap out the unit, you'll lose them.
Also, if you get something other than a 24 and you're not happy, don't activate it. Call back. Once you activate it, it will that much harder to change it out.


Thanks. Good advice on the activation. I think most of the shows I have taped are watchable elsewhere/online. That's exactly what got me thinking, why pay all this money then have to haggle with a CSR to get service when I need it? Then I remember...sports. I'll have to see what I will miss if I cancel service.

#9 OFFLINE   Brubear

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Posted 12 November 2012 - 06:47 PM

I'm sorry that you had the experience that you had. I think the idea is that people have differing levels for expectation - think "princess and the pea". If you have an HR24 and it replaced under the equipment replacement program, it will be replaced with a like model unless they are completely out of them, so no worries there.

my comments and opinions are my own and do not suggest endorsement by my employer


#10 OFFLINE   smitbret

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Posted 13 November 2012 - 08:00 AM

I know there are a million threads like this but I feel the need to post my experience from last night with a CSR.

My HR24 started making noise. At first it was a rhythmic hum. I kept checking my cell thinking it was vibrating. Pretty soon it sounded like someone was running a leaf blower in front of my house at 8pm. It turns out the fan in my unit was taking a dump. I found the thread saying you can open it and grease the fan bearings but I don't feel like messing with it. I called directv and got a CSR who, after putting me on hold 3 times, told me they do not replace DVRs for noise. I explained that it wasn't the typical noise a DVR makes, it was interfering with my viewing even though the unit is 8 feet from my head. She said sorry, when it fails completely call back. Now I've always had decent customer service from directv and was always able to get resolutions to my issues, but this "no, nope, sorry, we don't do that" kind of pissed me off a little. I ended up asking her to put a supervisor on the phone. The supervisor ran me through the same questions as the CSR and then asked me to hold my phone next to the unit. WTF?! I don't know why, but this just really made me angry. It's like when you leave Costco and they check everybody's cart and receipt at the door. You are just assuming I am a liar or thief right off the bat? You need proof? Ah, whatever. I guess this is our society now. Guilty until you prove yourself innocent. So the new unit is coming and they told me they can't guarantee that I will get the same unit. I know this is the way it is but it still sucks. I have an HR24 that is having issues. I have a ton of programs on there that I haven't watched yet. The whole situation blows and I would prefer for it not to be taking place but it seems like the CSRs and this supervisor actually take pleasure telling you that you likely will get some old piece of equipment. OK< I'm done with my rant. I just hope they don't send me some old beat up 21 or 22. I've been a customer for 15 years. I guess I need to drop d for a little while then come back to get better treatment.

Oh, so I guess I do have a question too. Can I just return the replacement if it a piece of junk in my opinion?


How do you know that the CSR and Supervisor are to blame? Who's to say it's not DirecTV policy to not replace noisy receivers? The evidence would point to the latter.

#11 OFFLINE   sim

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Posted 13 November 2012 - 09:36 AM

I never said they were to blame. I'm aware it's a directv rule. It's that the rule exists that bothers me. The CSR and supervisor were just doing their jobs. I know that.

#12 OFFLINE   wahooq

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Posted 13 November 2012 - 11:53 AM

the rule is ...no replacement unless the noise can be heard over the phone.....silly I know
My comments and opinions are my own and not necessarily those of DirecTV.

#13 OFFLINE   Jon J

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Posted 13 November 2012 - 11:58 AM

She said sorry, when it fails completely call back.

So, what time will you be calling tomorrow when it dies overnight and won't boot at all?
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#14 OFFLINE   Beerstalker

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Posted 13 November 2012 - 02:57 PM

the rule is ...no replacement unless the noise can be heard over the phone.....silly I know


Now you messed up and went and told everyone. Soon you'll see people here posting that they just hold their phone up to their air compressor while it's running so they can get their slow HR21 replaced for free :lol:
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