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Come on D* lets get support a little better

Discussion in 'DIRECTV General Discussion' started by rahlquist, Sep 1, 2010.

  1. Sep 1, 2010 #1 of 22

    rahlquist Hall Of Fame

    Jul 24, 2007
    Ok gotta say this is one of the more irritating support issues I've had with D* and while not earthshattering.....

    We got notification (via postcard and on D*'s site) a few months back that we were getting a free PPV for an anniversary gift as a thank you from D*. Cool. It said, "you dont have to do anything, just order the PPV and the credit will show on your next bill" We set it aside and on 6/30 we ordered and watched Percy Jackson... We are now into our second bill since ordering this and no sign of a credit so I contacted D*'s online support as it wasn't urgent enough for me to want to waste their phone time. This should be fairly simple, lookup my account, see if the offer was made, apply the offer if the system didn't automatically. If the cant see the offer then decide if its worth the $5 or not to just credit it. I am not calling asking for a HR24 to be drop shipped for crying out loud. Overall closure time should be 2 minutes.

    Instead I get this;
    WTH? Should I have asked for 20 words or less? 48 hours? Call Us? I mean does nobody over there understand the best customer service is quick resolution? Instead they want me to call and waste another CSR's time? Or (tinfoil hat time) is this just some ploy by marketing to be able to email me advertisements about Sunday Ticket twice? :lol: So far I haven't heard back yet but their 48 hours isn't over for another couple hours.
  2. Sep 1, 2010 #2 of 22
    Dazed & Confused

    Dazed & Confused Godfather

    Jun 13, 2007
    With the way they throw credits around to anyone who calls and whines about something, that response does seem a little over the top.:lol:
  3. Sep 1, 2010 #3 of 22

    JeffBowser blah blah blah

    Dec 21, 2006
    That's a canned reply, no real person's time was wasted. (I do agree with your stance)
  4. Sep 1, 2010 #4 of 22

    BAHitman Godfather

    Oct 23, 2007
    Austin Texas
    looks like a simple acknowledgement to me. Your request is in somebody's inbox with about 400-500 others, and when they get to yours they will address it.

    I used to do online support for a company, and that's the way it works. you have a queue of messages, and you address them in the order they hit your inbox. There's not a mob of people to instantly handle your web request.

    and like you said, it's not an urgent issue. if you don't hear from them in a couple of days, then you have something to be upset about...
  5. Sep 1, 2010 #5 of 22

    mluntz Icon

    Jul 13, 2006
    Thats why when I got my free PPV for an anniversary gift, I just threw it in the trash can. Don't even want the hassle. I feel your pain!
  6. Sep 1, 2010 #6 of 22

    paulman182 Hall Of Fame

    Aug 4, 2006
    The whole thing is a joke to me. I pay them about $2500 a year and they give me a $5 PPV.

    I get my moneys worth, don't get me wrong--if I didn't feel that way I wouldn't pay it. Its just that one movie PPV is not worth much.
  7. Sep 1, 2010 #7 of 22

    BAHitman Godfather

    Oct 23, 2007
    Austin Texas
    I do the same thing. Ain't worth the trouble...
  8. Sep 1, 2010 #8 of 22

    masterblaster8987 New Member

    Sep 4, 2007
    I gotten the same notice via email, postcard and website for 3 "free" pay-per-view movies. I ordered a movie, no credit on bill. Called customer service. Girl told me I will get a rebate to mail. I laughed:nono2: . I explained the notices and read the fine print to her. She just keep repeating the same answer. I then asked to talk to her supervisor. She told me I will get the ppv credit after 3 billing cycles. That wasn't good. She then tells me ALLl the credits on my account and that was more than good enough. :mad: I told her after 10 years of service and hundreds of personal retail customer D* sales, that I will not recommend them anymore. I was placed on hold.:confused: She then credits my account. Tells me I still have the ppv credits left. I laughed.:sure:
  9. Sep 1, 2010 #9 of 22

    wingrider01 Hall Of Fame

    Sep 9, 2005
    they are sending you something, maybe they just need to cancel the program and forget about the hassles.
  10. islesfan

    islesfan Hall Of Fame

    Oct 18, 2006
    Don't fall for the free PPV scam! I've tried it twice, never gotten the credit. I had to mail the voucher to some place (in AZ I think) because my bill is autopay. Never saw a cent credited. I stopped falling for this scam around the time Watchmen was on PPV (that's the last "free" movie I spent $6 on). Now I go with NetFlix. Their customer service is what DirecTV's was before about 2002. Awesome! I only look at the PPV selection now to get ideas for my NetFlix queue.

    In the meantime, maybe DirecTV could "outsource" their customer service to a company that knows how to do it like NetFlix or Sprint?
  11. rsteinfe

    rsteinfe Legend

    May 7, 2005
    Their canned responses can border on the ridiculous. I emailed once about a problem with the DTV website. Their response told me that "most problems can be solved by restarting your receiver." Huh?! :confused:
  12. rahlquist

    rahlquist Hall Of Fame

    Jul 24, 2007
    So they got back to me.

    Wow how magnanimous of them to give me my one time credit for the year for something they GAVE me(this is the same one time credit for the year you can get if you mistakenly order a PPV). I guess they couldn't find the offer they sent me either. You will note they stated I would be credited after I sent it in, however the offer I got said I didn't have to do anything!


    Sounds like someone needs to update Doris guys, gee I wonder how many [strike]fools[/strike] customers order that PPV and then never get the credit. Perhaps some regulatory agency should request an audit. Maybe someone should suggest it.
  13. hdtvfan0001

    hdtvfan0001 Well-Known Member

    Jul 28, 2004
    Just point me at 'er Rahlquist....I know just how to handle folks who don't know how to serve their customers the right way. :D
  14. Drewg5

    Drewg5 Icon

    Dec 15, 2006
    St. Louis
    Its not just D* that is doing this crap. Its extremely annoying, just think of it this way your call is important to us...click.... call again your ca.... click... I know D* isn't quit that bad but I have to deal with a few places that are from time to time.
  15. Upstream

    Upstream Hall Of Fame

    Jul 4, 2006
    Maybe they should. What is the point of a customer loyalty program which is so poorly run that instead of rewarding customers it forces them to jump through hoops and pi$$es them off?

    If RAlquist had ordered his PPV movie and received the credit on his next bill, just like he was promised, he would have been happy with the little perq DirecTV sent him. Instead, he is upset, thinks that DirecTV treats their customers like fools, and is ready to report them to a regulatory agency. I'm sure that is not the reaction DirecTV wants from a customer loyalty program.
  16. RobertE

    RobertE New Member

    Jun 9, 2006
    I've said it countless time before. The current loyalty program sucks. It should be scrapped and replaced with a similar program like Speedy Rewards from Speedway or Reward Zone from Best Buy.

    Let the customer earn points based on their tenure, bill amount and premium purchases(HBO, NFLST, etc). Then let the customer pick from bill credits, free PPV or other services for X amount of time, or discounted to free equipment upgrades.

    Honestly, I think this would bump up their customer satisfaction score a few points as it would put an end to a good chunk of the dial-a-deal nonsense or CSR roulette.
  17. RACJ2

    RACJ2 Hall Of Fame

    Aug 2, 2008
    That's basically how the DIRECTV Credit Card Reward program works. I used points for a $25 credit towards NHL CI last year. It would be nice if the loyalty program worked the same way.
  18. markfp

    markfp Legend

    Mar 9, 2010
    Yikes. Last week I had to deal with a company (not DirecTV) that has its customer service department in India. They guy I talked (who spoke like Gunga Din but said his name was "Jason") talked the same way as that reply letter read. Good luck, friend!
  19. 996911

    996911 Go Pack!

    Aug 24, 2006
    I got, wait for it, 3 post cards reminding me that I haven't used my free loyalty PPV movie yet. Then I got 2 email in the middle of those 3 cards to remind me that I got a free PPV in case I didn't read the 3 cards. And of course if I log into my account online it keeps reminding me there as well. I'm not in the mood to play that game with them after reading all the crap people have to deal with. Besides, I have blockbuster and netflix. So remind me again why do I need my one "free" PPV?
  20. rahlquist

    rahlquist Hall Of Fame

    Jul 24, 2007
    Still haven't resolved this 100% to my liking. I initially tried to reply to the response stating they would use my 1 time annual credit and the email got bounced by their server stating the sending server was on a blacklist (my own server that's been sending email from my private domains for 10+ years and has never sent a spam yet). I have now been removed from the blacklist and have resent the email. OMG all over a few bucks, if I charged them my hourly rate......

    I stand corrected its still being blocked, half tempted to just forward that to Mrs. Filipiak. But I will restrain myself for the moment.

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