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Business is business, but really?


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87 replies to this topic

#76 OFFLINE   CCarncross

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Posted 23 June 2013 - 03:01 PM

You are absolutely correct.  The CSRs should be better informed.  I know this doesn't come up for the vast majority of CSRs will never come across this problem but, IMHO, if DIRECTV is paying attention when something like this is happening they should remind all them of the policy...an email, staff meeting, or how ever they pass info to their employees.

 

Mike

And perhaps they did...we will probably never know.  But the mob mentality hit this thread early and often.  Some rag gets hold of a story, probably didnt get all the facts and put it out there for everyone and their brother to attack, pretty ridiculous as it may have been a non-issue even by the time the article hit the paper.



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#77 OFFLINE   inf0z

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Posted 23 June 2013 - 05:05 PM

I think DIRECTV has also set up a booth at the disaster relief center for impacted customers to visit where they can get their questions answered and any needed changes made to their accounts.


Edited by inf0z, 23 June 2013 - 05:07 PM.


#78 OFFLINE   techdimwit

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Posted 03 July 2013 - 09:40 AM

I'm going to bump this thread because this is an ongoing problem and apparently, now that the initial bad publicity has died down, DTV continues to leave this unresolved.   I live in Colorado Springs and just spoke with a fire victim yesterday.  His home was completely destroyed in the fire and he was told that he owed Direct TV $500 in equipment fees.  This happened very recently.  He took pictures of his burned dish but has yet to find any remains of his receivers.  If he does, he plans to return what's left.  My advice to him was to take this matter to the local TV stations and get the word out there that DTV is continuing to charge these fees to the fire victims.  My family plans to look into Dish along with our other options because this attitude on the part of DTV is very distasteful.  They did the same thing after the Waldo Canyon Fire last year.  Something isn't right here because they are saying one thing and doing another.  

 

The tricky part of the disaster policy is,  "If your equipment was damaged by a natural disaster, we will waive equipment replacement costs if you continue your DIRECTV service."  If all that's left of your home is a pile of ashes and rubble, it's difficult to "continue your DIRECTV service."  Sure, you can pay them a monthly fee during the months that it takes to decide what you're going to do, but that's a completely unreasonable burden to place on a family that has absolutely nothing left but what they were able to carry out and some of them don't even have that.  When a customer tells DTV that they don't know what they are going to do when or if they rebuild, DTV is slapping them with the equipment fee and it's just not right.   

 

And perhaps they did...we will probably never know.  But the mob mentality hit this thread early and often.  Some rag gets hold of a story, probably didnt get all the facts and put it out there for everyone and their brother to attack, pretty ridiculous as it may have been a non-issue even by the time the article hit the paper.

 

1.  Non-issue?  Don't think so.

2.  I invite you to visit our city and talk with victims.  While you're here, you might join in the effort to sift through the ashes and look for anything that might have survived because volunteers are needed.

3.  The Gazette is not a rag and the residents of our city are not a mob.


Edited by techdimwit, 03 July 2013 - 09:56 AM.


#79 OFFLINE   Mike Greer

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Posted 03 July 2013 - 10:20 AM

That really sucks - everything you own gets burned and then a CSR explains that you'll "need to pay for the burned equipment and oh, by the way you still have 14 months on your commitment so there will be ETF on top of that".  I have no doubt that it is DirecTV policy to 'forgive' the burning of their equipment but if they have the policy the CSRs should know about it.  It is, however, to DirecTV's advantage to keep the CSRs 'uninformed' in this case...  How many of these people in these horrible situations do pay what DirecTV asks?  Those that have paid in the past should get the $$$ back.

 

I figure the more bad press DirecTV gets the more likely they are to actually train the CSRs how to handle it.



#80 OFFLINE   trh

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Posted 03 July 2013 - 11:36 AM

Techdimwit is only quoting one of four paragraphs of DirecTV's policy. The first says if your service can't be restored due to the disaster, they will cancel the account and waive any fees associated with equipment and time remaining on contract.

 

Edit:

 

Account cancellation - If service cannot be restored at your home due to the damage from a natural disaster, we will cancel your account, and waive any fees associated with the inability to return equipment, along with any remaining agreement on the account.

If the CSR told the customer different, they need to escalate the issue. Techdimwit should print a copy for his friend so they can have it when they call back

 

EDIT: Here is the link for techdimwit:  http://support.direc...WQvMU94WVRqdWw=


Edited by trh, 03 July 2013 - 05:46 PM.


#81 OFFLINE   peds48

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Posted 03 July 2013 - 04:37 PM

Techdimwit is only quoting one of four paragraphs of DiecTV's policy. 

I love when pundits leave out some of the content to make their point more "favorable"  :nono2:


Here’s to the crazy ones.
The misfits. The rebels.
The the troublemakers.
The round pegs in the square holes.

The ones who see things different.
They’re not fond of rules, and they have no respect for the status quo.


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#82 OFFLINE   techdimwit

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Posted 03 July 2013 - 06:42 PM

pundits

I've never been called a "pundit" before but I'll accept it for the insult it probably is.

 

Policy Schmolicy.  The point is being missed here.  I posted initially to draw attention to the fact that this mistake is still being made.  The man who took his story to the Gazette in the first place got the call from DTV, the "We're so sorry, blah, blah, blah".  Situation fixed.  Story over.  Unfortunately, that is not true.  

 

What amazes me is why DTV cannot get this straight with their CSR's.  This is a huge company and every CSR at every call center in the country should have a uniform way of dealing with customers who have suffered complete loss of property.  This happened after Waldo Canyon and I'm told it happened in Moore, OK.  For all I know, it happened after Sandy too.  Dish customers are not having the same issues with their company - not one complaint.  There is absolutely no excuse for this and victims of the fire should not have to make multiple phone calls to DTV to sort it out.  Get it right the first time.  

 

Thank you for the link, trh, that is helpful. It was never my intention to mislead or leave out important information.  I will pass that on to my friend and hopefully, he won't have to make too many calls to reach a rep who can help him.  

 

Bottom line.  I saw a lot of DTV dishes burn.  I don't think I'll see a lot of them go back up and the company has no one to blame but themselves and their shoddy way of imparting information. 



#83 OFFLINE   trh

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Posted 03 July 2013 - 07:11 PM

I don't think the point is being missed. Same thing happens when you call and ask about equipment or plans: Ask the same question to any two CSRs and you'll get at least three answers. But when you're trying to get a beneficial upgrade, around here it is called "CSR Roulette."

 

Their CSRs are certainly not trained well and while I've been told each CSR has the resources to answer the questions, not all properly use them. 

 

I hope you can help your friend out and that their next phone call they get their problem resolved.  It is a real shame that people who have lost everything have to go through this. 



#84 OFFLINE   peds48

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Posted 03 July 2013 - 07:16 PM

I've never been called a "pundit" before but I'll accept it for the insult it probably is.

 

 

Pundit is not an insult 

 

pun·dit  
/ˈpəndit/
 
 a person who gives opinions in an authoritative manner usually through the mass media

Here’s to the crazy ones.
The misfits. The rebels.
The the troublemakers.
The round pegs in the square holes.

The ones who see things different.
They’re not fond of rules, and they have no respect for the status quo.


Think Differently 

#85 OFFLINE   Laxguy

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Posted 03 July 2013 - 07:22 PM

Although the word was in use long before there was much mass to any media.....


"Laxguy" means a guy who loves lacrosse.

#86 OFFLINE   Rich

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Posted 04 July 2013 - 11:15 AM

I've never been called a "pundit" before but I'll accept it for the insult it probably is.

 

Policy Schmolicy.  The point is being missed here.  I posted initially to draw attention to the fact that this mistake is still being made.  The man who took his story to the Gazette in the first place got the call from DTV, the "We're so sorry, blah, blah, blah".  Situation fixed.  Story over.  Unfortunately, that is not true.  

 

What amazes me is why DTV cannot get this straight with their CSR's.  This is a huge company and every CSR at every call center in the country should have a uniform way of dealing with customers who have suffered complete loss of property.  This happened after Waldo Canyon and I'm told it happened in Moore, OK.  For all I know, it happened after Sandy too.  Dish customers are not having the same issues with their company - not one complaint.  There is absolutely no excuse for this and victims of the fire should not have to make multiple phone calls to DTV to sort it out.  Get it right the first time.  

 

Thank you for the link, trh, that is helpful. It was never my intention to mislead or leave out important information.  I will pass that on to my friend and hopefully, he won't have to make too many calls to reach a rep who can help him.  

 

Bottom line.  I saw a lot of DTV dishes burn.  I don't think I'll see a lot of them go back up and the company has no one to blame but themselves and their shoddy way of imparting information. 

 

It might amaze you, but it's just business as usual.  Most of the time the CSRs just read from scripts in front of them.  I'd be willing to bet that none of those scripts have any info at all about natural disasters.  A call to the Retention Department would undoubtedly solve any of these problems, but most folks don't know how to play the phone game with D* and end up talking to people who have very little knowledge.  This nothing new, we've been complaining about the lack of knowledge in the first line group of CSRs for years and now that lack of knowledge has migrated to the Protection Plan.  

 

Poor pay and lack of proper training are responsible for problems such as you're seeing and D* just keeps truckin' along.  

 

Rich  



#87 OFFLINE   ThomasM

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Posted 05 July 2013 - 04:49 PM

With what DirecTV pays for the receivers and considering how much they gouge subscribers every month for them (especially this new "$25 advanced receiver fee") most of the receivers have been paid for many times over.  If they have a stated disaster policy (presented in an earlier post) THAT IS HOW THEY SHOULD DEAL WITH EACH AND EVERY SUBSCRIBER INVOLVED IN A NATURAL DISASTER.  Not have uninformed CSR's try to collect payment immediately for non-return of equipment or imposing an ETF when the so-called policy says it will be waived.


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#88 OFFLINE   peds48

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Posted 06 July 2013 - 05:29 PM

FWIW, When hurricane Sandy hit the east coast last year, DirecTV gave techs "permission" to turn any service call that needed rewiring or replacing receivers in to a movers, WITHOUT any charge to the customer 


Here’s to the crazy ones.
The misfits. The rebels.
The the troublemakers.
The round pegs in the square holes.

The ones who see things different.
They’re not fond of rules, and they have no respect for the status quo.


Think Differently 




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