A tale of poor customer service

Discussion in 'DIRECTV General Discussion' started by tomkarl, Nov 23, 2009.

  1. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    It is also against the rules to question the Mods decisions...I'm just sayin' :grin:

    With that said it is entirely possible that your definition of against the rules (or what is actually baiting & taunting) is different that that of the current staff. :D

    Mike
     
  2. CJTE

    CJTE Hall Of Fame

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    So I guess nobody agreed that we should've wrapped this thread many posts ago?

    I don't know but reading over these last few posts seems like none of this is on topic to the original point, the original point has been "resolved", and now people are just rambling.

    Not saying i've never kept a thread open just to ramble... I just don't like trolls.
     
  3. CJTE

    CJTE Hall Of Fame

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    Looks like you only did half your homework there bub.
    How about you check some post history before you try and throw an accusation out. That's is "what's with the attitude and the name calling".
     
  4. Gonesouth

    Gonesouth Legend

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    With all due respect, this thread is done. Going off the main topic in my opinion.

    :bowdown:
     
  5. trekologer

    trekologer Legend

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    I guess I'm the only one who noticed that the OP reported that the CSR said he would call the OP back after the order was canceled. Since the order was never canceled (and wasn't able to be canceled) then technically, the CSR didn't lie to the OP. I will agree that the CSR should have called back anyway, if only to say it was too late to cancel the order.

    But clearly they seem to be trying to make the OP happy. Especially since the OP ordered the remote himself and received it in a very prompt manner.
     
  6. dubber deux

    dubber deux Icon

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    It really doesn't matter if the CSR was able to cancel the order or not, he should have called the OP back and related the final disposition of the situation no matter what that was. Follow up is a HUGE part of customer satisfaction, if you can't get this aspect of customer service right most of the time, it is a failure of the infrastructure.
     
  7. raoul5788

    raoul5788 Guest

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    I don't know if you saw it or not, but it was posted that csr's can't return calls to customers.
     
  8. racermd

    racermd Legend

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    I almost don't want to jump in here, but I feel I need to. Part of this is a direct reply, but most of it is a general reply to the rest of the posters here.

    If reps are unable to return calls to customers, they shouldn't say they will. By saying they will, regardless of whether or not they are able to, the reps are setting the expectation with the customer that they actually will call the customer back. This is NOT the customer's fault and the customers that report on it here (or elsewhere) should not be picked on when this issue comes up. Period. It is not the customer's responsibility to know each and every internal policy of the company they're dealing with. Because a representative of D* set an expectation with the customer, whether or not they could actually follow through, this very much IS D*'s problem and needs to be addressed.

    Further, in my own opinion, the policy that says a rep is unable to call a customer back to address support issues is a bad one. I'm sure there's a reason for it, but I disagree that a blanket policy like that is good for the overall customer service experience. There are many issues that cannot be addressed within the first call but also do not require a tech visit, such as a complex billing issue.

    Also, in my own opinion again, D* should have have a method by which customers can return products. The OP is not alone when purchasing something they find later they do not need or do not want. If an item were used/refurbished, I could certainly agree that 'all sales are final' for any item clearly marked 'as-is'. This wasn't the case here, and the policy is very anti-customer from my point of view.
     
  9. Pink Fairy

    Pink Fairy Hall Of Fame

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    I think the original discussion has long since been talked to the ground :)
     
  10. RobertE

    RobertE Active Member

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    She lives. :)
     
  11. David MacLeod

    David MacLeod New Member

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    buried in ground actually :) :)
     
  12. Pink Fairy

    Pink Fairy Hall Of Fame

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    ~raises hand~ Yeah somewhat. School, work, childcare in the house, family drama - haven't really FELT alive the past 6 months at all.

    But winter break is almost here! So yay! finals next week!
     
  13. Gonesouth

    Gonesouth Legend

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    :beatdeadhorse:
     
  14. dubber deux

    dubber deux Icon

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    Hopefully the NEW CEO at D* will take a very close look at the ridiculous customer NO service system they have in place, even the fanboi legion admits something needs to be done.

    And if that lower level CSR can't return a follow up call, he or she should make sure that the appropiate supervisor is informed of the promise so that they or someone else who can makes the follow up contact with the customer.
     

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