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A former customer interested in returning...

Discussion in 'DIRECTV General Discussion' started by debell, Nov 6, 2011.

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  1. Nov 6, 2011 #21 of 224
    dpeters11

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    I have a StrikeStop, then my DVRs are on a UPS.
     
  2. Nov 6, 2011 #22 of 224
    debell

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    Speaking to all of the customer service reps I've spoken with today have reminded me why I switched away from DirecTV. This is driving me crazy.

    I've come across 3 very rude representatives. It's amazing how when you WANT to give a company money they refuse to listen or even be respectful.
     
  3. Nov 6, 2011 #23 of 224
    billsharpe

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    In over four years time I have run across a couple of clueless DirecTV CSR's, but never a rude one. I try to be nice on the phone, even when they ask me to reset my receiver after I have already done that.
     
  4. Nov 6, 2011 #24 of 224
    Inkosaurus

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    The reason you are running into head aches is because you think you are entitled to things that go against business rules and processes.
    Just because you think its unacceptable doesnt mean DTV should bend to your will and give you something you probably shouldnt get.
     
  5. Nov 6, 2011 #25 of 224
    sigma1914

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    That's what I assumed was happening. Demanding all free HD receivers seems like a bit much.
     
  6. Nov 6, 2011 #26 of 224
    Xsabresx

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    This.

    I get so tired of people getting bent because a company wont give them the farm. I have no problem with anyone asking, but if the answer is no it's no.
     
  7. Nov 6, 2011 #27 of 224
    debell

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    It's one thing to politely say that I don't qualify for a particular deal. It's another thing to be rude and completely disregard anything that's listed on the account.
     
  8. Nov 6, 2011 #28 of 224
    debell

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    Regardless, Laila called me in regards to my e-mail and I was able to get my account all setup. I have an installation scheduled for Tuesday, November 8th for everything that I had asked for.

    I spoke with someone in direct sales prior to speaking to her and apparently he worked around the system by using my cell phone # as my primary number. She stated that he wasn't supposed to do this but since the order was already placed she said they would honor it.
     
  9. Nov 6, 2011 #29 of 224
    Inkosaurus

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    lol, good luck with the fraud department.
     
  10. Nov 6, 2011 #30 of 224
    debell

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    I didn't ask him to do this. The sales guy apparently wanted to make this sale work so he worked around the system, according to Laila. She stated he should not have done this but since he did they would honor it.

    I don't understand how this would come back on me. :mad:
     
  11. Nov 6, 2011 #31 of 224
    Inkosaurus

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    What the Agent did was just trick the system to think thats not you, fraud department still has plenty of other means to figure this out though. And just because one person says it will be honored doesnt mean someone above them, or heck anyone else WILL honor it.
     
  12. Nov 6, 2011 #32 of 224
    trh

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    +1, except I've been dealing with DirecTV for over 13 years. Never a rude CSR.
     
  13. Nov 6, 2011 #33 of 224
    debell

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    I realize what the agent did. I didn't realize he did this and I explained to him my situation. He told he that this was the offer he could give me so I went with it. At the very worst, they'll cancel my new order. That's fine with me. You're making it sound like they'll come after me as if I'm the one who tricked the system?
     
  14. Nov 6, 2011 #34 of 224
    debell

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    Let me clarify something here: I was a DTV customer for 3 years from 2007-2010. I was very pleased with their customer service reps and didn't come across any rude representatives. Today, however, was a different story. I spoke with about 5 different people today and 3 of them were very helpful and pleasant and two were very rude.

    I am always calm when speaking to a representative, I understand their limitations and never do I get rude with them. One of the reps was rude to me before I even explained what I was looking for. I told her I spoke with someone else and was transferred over to her and she didn't even let me finish before she said "If you didn't lock in your order I can't pull it up." I asked her if there were any notations on my account from the last rep that I spoke with and she just answered a very condescending "no".

    Overall, I don't feel that DTV is a bad company by any stretch of the imagination. Their CS department is great and I always felt this way. The fact that my e-mail was responded to with someone from the customer advocacy department almost immediately was a clear sign of this.

    I hope that this order will be honored and that I will be able to get my DTV service, but if the fraud department doesn't allow it I will be fine with that too. I will not pursue it any more and will simply be happy with what I have.
     
  15. Nov 6, 2011 #35 of 224
    Inkosaurus

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    No actually i only meant to imply you run the risk of the Work order being closed lol.
     
  16. Nov 6, 2011 #36 of 224
    debell

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    I see. Well, like I said I hope that it will go through as I am looking forward to switching back to DTV but if it doesn't go through then I won't be concerned.
     
  17. Nov 6, 2011 #37 of 224
    debell

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    Can anyone tell me if new installations include the latest HD DVR (HR24) and HD receivers (H24)?
     
  18. Nov 6, 2011 #38 of 224
    Inkosaurus

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    Its actually random.
    You could* get a HR24, but you could just as easily get another model.
    edit:
    The best way to get a guarantee of getting a HR24 is to get set up through a retailer who has them on stock.
     
  19. Nov 6, 2011 #39 of 224
    debell

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    Thank you for the reply. The rep on the phone stated that I would receive the latest receiver that's offered (HR24). Are you sure this is the case? I do recall having the HR22 the last time and it was extremely slow.
     
  20. Nov 6, 2011 #40 of 224
    Kevin F

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    Generally you will get what's on the installer struck that day. You can call the local installing company and ask them what they have in the warehouse though. But most times lately it will be a H(R)24 or a H25.

    Kevin
     
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