Can the D* CSR's read?

Discussion in 'DIRECTV General Discussion' started by rhipps, Oct 8, 2010.

  1. Oct 8, 2010 #1 of 19
    rhipps

    rhipps Legend

    129
    0
    Apr 7, 2008
    Virginia
    The following emails are quoted for your reading pleasure.. As you can tell, I am getting more and more frustrated with the responses:

    *
    RE: Create TV [Reference #: 101006-002080]‏

    7:57 AM
    Bob and Phyllis Hipps
    To directvcustomercare@directv.com
    From: Bob and Phyllis Hipps (rhipps@hotmail.com)
    Sent: Fri 10/08/10 7:57 AM
    To: directvcustomercare@directv.com
    Your responses are getting progressively worse. Don't you have anyone on the staff who can READ?

    I know you don't have Create TV; that's the purpose of my email.

    I talked to WHRO's public affairs person in Norfolk folk and their Create signal is too week to reach my viewing area.

    I am quite familiar with how reception of OTA signals works so you can skip the tutorial next time around.

    Please don't insult my intelligence with any more stupid canned responses like the previous two.

    Once more time - COX AND VERIZON CABLE CARRY CREATE TV IN THIS VIEWING AREA. WHY DON'T YOU?

    **************************************************************************************************

    > From: directvcustomercare@directv.com
    > To: rhipps@hotmail.com
    > Date: Thu, 7 Oct 2010 19:21:36 -0700
    > Subject: Create TV [Reference #: 101006-002080]
    >
    >
    > Subject
    > ---------------------------------------------------------------
    > Create TV
    >
    >
    > Discussion Thread
    > ---------------------------------------------------------------
    > Response (Nathan S ID 436212) - 10/07/2010 07:21 PM
    > Dear Mr. Hipps,
    >
    > Thank you for taking the time to write us.
    >
    > At this time we do not carry WHRO PBS Create TV. You may be able to receive additional digital local channels that are not carried by DIRECTV; if you have an off air antenna and can receive a signal from the local station.
    >
    > You may also be able to integrate the additional digital local channels into your on screen program guide if you have:
    >
    > A DVR that supports this function (HR-21 or higher or an R-22)
    > An AM-21 off air tuner
    >
    > For more information, or to order the equipment you'll need to receive off air digital stations, please call us at 1-800-531-5000.
    >
    > Again, thank you for writing us and for being a loyal DIRECTV customer for many years.
    >
    > Sincerely,
    >
    > Nathan S
    > 436212
    > DIRECTV Resolution Specialist
    >
    > P. S. Football season is here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.
    >
    > Customer (Robert Hipps) - 10/07/2010 03:58 PM
    > Why do we get the two North Carolina PBS locals (2.1 and 2.2) but only one Norfolk PBS local (15.1). We live almmost 100 miles from NC. This defies all logic.
    >
    > Response (Q- Donabel Corrales) - 10/07/2010 11:57 AM
    > Dear Mr. Hipps,
    >
    > Thanks for writing.You’ve been with us for several years and we would like to thank you for keeping your business with us.
    >
    > I certainly understand your concern about Create TV. I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 48 hours). For immediate assistance, please call us at 1-800-531-5000.
    >
    > Thanks again for writing. We appreciate your patience and understanding.
    >
    > Sincerely,
    >
    > Donna C. - 100394247
    > DIRECTV Customer Service
    >
    > P.S. Have a question? Anytime, any topic. Instant answers - supportdirectv.com The AnswerCenter provides you helpful information, 24/7, all at your fingertips.
    >
    > Customer (Robert Hipps) - 10/07/2010 11:45 AM
    > Dear Direct TV:
    > You don't understand my concern and this was a non-answer.
    > DTV's omossion of Create TV has nothing whatsoever to do with Neilsen. As CLEARLY shown at http://tinyurl.com/2g426mt Create TV is part of the local PBS. Cox and Verizon provide it LOCALLY. Why don't you?
    > You need to go back and review the Telecommincations Act of 1996. It is available at http://www.fcc.gov/telecom.html
    > R. L. Hipps
    > Loyal customer since 2003 but my patience is wearing a bit thin
    >
    > Response (Rosaree F. - 100141333) - 10/07/2010 06:01 AM
    > Dear Mr. Hipps,
    >
    > Thanks for writing. I see that you've been with us for many years and I would like to let you know that we appreciate your business.
    >
    > I completely understand your programming concerns. DIRECTV assigns local channels by ZIP code based on Designated Market Area (DMA), which are determined by Nielsen Media Research. According to Nielsen, your ZIP code has been assigned to the Norfolk-Newport News VA local channel market. Federal law requires us to use the established local market boundaries and these cannot be changed by DIRECTV.
    >
    > Although we provide UNC PBS (Ch. 2) and UNCEX PBS (Ch. 2-2), att this time we do not offer WHRO PBS Create TV channel in your area because it is not considered part of your local channels.
    >
    > If you need more information about how Designated Market Areas are determined you can visit Nielsen Media Research at http://www.nielsenmedia.com/.
    >
    > Sincerely,
    >
    > Rosaree F. - 100141333
    > DIRECTV Customer Service
    >
    > P. S. Football season is here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.
    >
    > Customer (Robert Hipps) - 10/06/2010 12:57 PM
    > Why can't we get the WHRO PBS Create TV channel in this area when both Cox and Verizon carry it for their loyal customers? You can confirm this at http://tinyurl.com/2g426mt. Please add this to our programming package ASAP.
    >
    >
    > [---001:003300:57124---]
    >
     
  2. Oct 8, 2010 #2 of 19
    TBlazer07

    TBlazer07 Large Member

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    Feb 5, 2009
    Florida
    I would strongly suggest you remove your email address from your posts if you want to avoid spambots filling your mailbox with junk ..... probably your name as well for privacy reasons.

    As for your actual issue, do you REALLY think a DirecTV CSR would have any inkling on why they do or do not carry a specific station?

    Then: "Please add this to our programming package ASAP." :lol: Seriously, what kind of response would you expect?
     
  3. Oct 8, 2010 #3 of 19
    hasan

    hasan Well-Known Member

    5,957
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    Sep 22, 2006
    Ogden, IA
    CSRs have no control over programming decisions by D*. That's one point.

    I'd be careful berating others for their reading skills having written stuff like this:

    "I talked to WHRO's public affairs person in Norfolk folk and their Create signal is too week to reach my viewing area."

    :)
     
  4. Oct 8, 2010 #4 of 19
    BattleZone

    BattleZone Hall Of Fame

    8,969
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    Nov 13, 2007
    A couple of issues:

    1. The channel in question is not even being broadcasted. It is currently ONLY available via local cable systems. Since it isn't being broadcasted, it is NOT considered a "local broadcast channel."

    2. Satellite providers have no requirement to carry any subchannel, regardless.

    3. The chances of DirecTV paying for a digital line, uplink facilities, and transponder space to carry a non-broadcasted channel that likely has a ZERO Nielson rating is ZERO. If you don't understand how ratings factor into channel carriage, you might want to start a discussion about that on another thread, but the short answer is that ratings mean almost everything.

    4. Every TV provider has to enter into negotiations to carry each channel on their system. The provider is not always able to come to terms with the network over every channel, so offerings from different providers will be and ARE different. Just because one provider carries a channel does not mean another one will, or even can.

    5. Even if all that were not the case, CSRs have as much power to add a channel to DirecTV's system as the counter-person at McDonalds does to add food items to the national menu. Read: no power at all.

    Cable (which includes telecom TV) and satellite are different. They operate under different rules and have VERY different infrastructures. That has a BIG impact on the local channel carriage.

    So, again, the chances of this channel being carried on DirecTV is zero. Nada. Zilch. Sorry to be the bearer of bad news, but it is what it is.
     
  5. Oct 8, 2010 #5 of 19
    Hoosier205

    Hoosier205 Active Member

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    An excellent post. All points are absolutely correct. I would add that the OP's responses to the CSR's were unnecessarily rude. Some folks believe that because they pay a company for a service, it gives them the right to treat representatives of that company poorly. They were obviously being as helpful as possible.
     
  6. Oct 8, 2010 #6 of 19
    bixler

    bixler Hall Of Fame

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    Dude.....why not just go to cable then?
     
  7. Oct 8, 2010 #7 of 19
    Hoosier205

    Hoosier205 Active Member

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    I agree. It's the 3rd subchannel for a local PBS affiliate. If it's that important to the OP, switch.
     
  8. Oct 8, 2010 #8 of 19
    bpjones

    bpjones Cool Member

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    Jul 5, 2008
    In this particular case, the CSR that recommended the OTA solution seems like the perfect response to this problem to me. I see no reason that should have been considered offensive at all.
     
  9. Oct 8, 2010 #9 of 19
    bpjones

    bpjones Cool Member

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    Jul 5, 2008
    Well said sirs!!!

    ... and I especially agree with this point:

     
  10. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    176 views and three hours later and he still hasn't taken your advice about removing his email address! :rolleyes:
     
  11. Hoosier205

    Hoosier205 Active Member

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    Sep 3, 2007
    Add to it that he provides a link through his account here to his personal website...which includes a bio.
     
  12. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Yup......By day's end not getting Create TV is going to be the least of his problems! :rolleyes:
     
  13. makaiguy

    makaiguy Icon

    1,274
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    Sep 24, 2007
    Aiken, SC
    Question: Who responds to emails to DIRECTV? CSRs or some other group?
     
  14. Xsabresx

    Xsabresx Icon

    1,082
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    Oct 8, 2007
    Absolutely true.

    I also dont think any DTV response short of "oh absolutely sir we'll add that channel tomorrow just for you" would have sufficed.

    On the plus side I am sure it gave their email team quite a laugh each time they got one of the OP's responses.
     
  15. BattleZone

    BattleZone Hall Of Fame

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    There is a group of CSRs that responds to emails and chats. Like all CSRs, they are there for account-level issues, and certainly don't have the power to make corporate-level decisions.
     
  16. bixler

    bixler Hall Of Fame

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    Roll Tide Bob.................:D
     
  17. bixler

    bixler Hall Of Fame

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    Almost a week now.....:nono2:
     
  18. xmguy

    xmguy Active Member

    2,085
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    Mar 26, 2008
    Middle, TN
    I've wanted to get Create TV too on D*. I CAN get it via sub channel on OTA. But Since it only has one show I'm really interested in I just skip it. You can't DEMAND D* to carry a channel. Create TV seems to re-air shows from it's main PBS network. Just going off what I watch and have seen them air. Hometime, This Old House, Ask This Old House. Only one woodworking show does Create air that PBS doesn't air. Instead of trying to get Create. E-mail Create and see if they would provide to PBS.
     
  19. Newshawk

    Newshawk Hall Of Fame

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    Broken...
    Hotmail address? It's a throwaway.
     

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