Canceling D* - a good CSR story

Discussion in 'DIRECTV General Discussion' started by lparsons21, Oct 14, 2009.

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  1. lparsons21

    lparsons21 Hall Of Fame

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    Recently I called D* to cancel out my service as I wasn't happy with the HDDVR I had at all. I did this with trepidation because of some of the horror stories here about this.

    When I said 'cancel service', I was quickly sent to a CSR to handle it. She was very pleasant and asked me why. I told her it was strictly the HDDVR. She responded that D* made the best ones and I told her we disagreed. No animosity and no defensiveness on her part.

    She made an offer to keep me as a customer, and it was a decent offer but I declined. She set up everything and explained the process.

    All is good.

    But, I was still unsure the process would go smoothly, so I emailed D* to confirm that I had cancelled. They responded that yes, it was cancelled, the recovery kit was on the way and all was good. Since then I emailed after they received the unit to inform them that they had received it and they acknowledged that and said they had 'noted' my account.

    Smooth as silk, and I think the followup email is something most should think about when doing things only available over the phone.

    Total time on the phone : 9 minutes. Not too shabby.

    Because of the way this was handled and the attitude expressed on the phone, I wouldn't hesitate to re-consider coming back when D* puts out an HDDVR that is good.
     
  2. The Merg

    The Merg 1*

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    Sorry to hear that DirecTV did not work out for you, but glad that you had a good CSR experience. I'm curious if you were out of your commitment or not and if so, if DirecTV mistakenly had you listed under commitment.

    - Merg
     
  3. Movieman

    Movieman Hall Of Fame

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    Wish you the best of luck with Dish and their CSR's. Hopefully you will be back soon enough.
     
  4. oldschoolecw

    oldschoolecw HarpoonIPA

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    What was this deal she offered you? The whole deal, please
     
  5. jdspencer

    jdspencer Hall Of Fame

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    May I ask what HD DVR model was giving the problems?

    Did you try to get a different model as a replacement?

    Of course, these are rhetorical questions if the OP doesn't return here. :)
     
  6. lparsons21

    lparsons21 Hall Of Fame

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    I still had some time left, although not much.
     
  7. lparsons21

    lparsons21 Hall Of Fame

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    I had cut back the service to family plan w/HD & DVR. She offered free HD for a year and given that subscription level, that was actually a very good deal.
     
  8. lparsons21

    lparsons21 Hall Of Fame

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    I had the HR21-700 after going through 4 HR20's when I first signed up. They all had the 771(?) error on tuner 2 that was somewhat an issue in Feb 2008.

    And no, I didn't ask for a different DVR as the reports on all but the HR20's indicate the same issues I had. The issues are in way more threads than they should be. Slow, poor remote response and skip-to-end. I had waited for this last update to see if it would help, it didn't, I cancelled.

    Just out of curiousity, how would you get a different model? One of the most irritating parts of signing up or upgrading is that D* hasn't a clue which HDDVR is coming your way. 'whatever is in the truck' is the standard line... :)
     
  9. lparsons21

    lparsons21 Hall Of Fame

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    Thanks. I have experience with Dish, so I'm aware of their issues, which are very few right now. But the CSR experience with both D* and E* for me has always been just fine. I've found that a pleasant attitude on my part greases the wheels quite nicely. I can't say I ever had a bad experience with how they handled something, even when they really didn't have a solution or couldn't do what I wanted.

    Currently, E* seems to be bending over backwards to be nice and accomodating. Of course, that can change, but that's true of both D* and E*.

    If I come back, it will be nearly 2 years. That way the ETF won't be horrid, and D* will have had plenty of time to get the HDDVR right or at least what I consider right.
     
  10. FlBillsfan

    FlBillsfan Legend

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    The best way is to buy one at a store. Direct TV will credit you with the cost if they offered to give you one.
     
  11. dpeters11

    dpeters11 Hall Of Fame

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    It probably helped that you were calm, reasoned and just found that, at this time, the hardware isn't for you. They probably get a lot of cursing etc.

    Hopefully Dish's DVRs have improved. I had used Time Warner SA units, DirecTV Tivo and the HR20 with no problem, but theirs I just couldn't figure out.

    At least you don't think the Scientific Atlanta 8000HD is better :)
     
  12. The Merg

    The Merg 1*

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    That doesn't work for everyone.

    - Merg
     
  13. jal

    jal Icon

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    TIVO will be here soon, hopefully.
     
  14. lparsons21

    lparsons21 Hall Of Fame

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    Define 'soon'!! :)

    I see this answer posted in some different threads also, but since no one that has seen this D* Tivo box, how do you actually know it will be better? The answer is that you don't, but are hoping...
     
  15. jdspencer

    jdspencer Hall Of Fame

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    I know the HD TiVo is on the horizon, but can anyone guarantee that it won't also have problems? Afterall, it most likely will be based an a different hardware platform.
     
  16. David MacLeod

    David MacLeod New Member

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    from what I've read here tivo never has problems.
     
  17. Scott Kocourek

    Scott Kocourek Well-Known Member

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    :
    :D:D:D
     
  18. CJTE

    CJTE Hall Of Fame

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    lmfao
     
  19. peano

    peano Icon

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    Good luck with the switch. Please give us a comparison review once you get Dish.

    Edit: Whoops, I see by your other posts you already have Dish.
     
  20. JoeTheDragon

    JoeTheDragon Hall Of Fame

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    IF you think the D* HD dvr is bad with cable You Ain't Seen Nothing Yet.
     

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