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Customer service too busy to accept calls

Discussion in 'DIRECTV General Discussion' started by DKPeppard, Oct 7, 2008.

  1. Oct 7, 2008 #1 of 100

    DKPeppard Cool Member

    Feb 26, 2008
    This is unacceptable. I have been trying to call DTV for two days now with a questions regarding a Blizzcon 2008 PPV order. Every time I call, I get "wait times for customer service representatives are unusually long today. Please call back later in the week when we aren't as busy. In the meantime, please use our online services or automated system."

    It is inexcusable to tell basically tell customers "you can't call us cause we are too busy." Even if they said to try later in the day, but the message literally says to call them later in the week, essentially stating we have to wait days before we can talk to someone. I guess people with immediate needs are screwed. :mad:

    I remember a few years back DTV had some serious customer service issues where you had to wait for ridiculously long times before someone would come on. I've never seen it where they would not take your call at all.
  2. Oct 7, 2008 #2 of 100

    njblackberry Icon

    Dec 29, 2007
    Wonder if that has anything to do with the tens of thousands of calls they are getting about locked up DVRs.

    Just a guess.
  3. Oct 7, 2008 #3 of 100
    David MacLeod

    David MacLeod New Member

    Jan 29, 2008
    due to the issues starting very late sunday pm / early monday am most csr's had call queues of 1500+ throughout the day.
    yesterday the automated system allowed me to finally get through, even though they sent me to tech support instead of billing.
  4. Oct 7, 2008 #4 of 100

    BenJF3 Godfather

    Sep 12, 2008
    Customer Service? What's that? You actually expect to get good customer service? There are very, very few places left that have good customer service anymore. I'm still shocked when I actually get "acceptable" service and if I actually get great or outstanding customer service I think I'd **** myself!
  5. Oct 7, 2008 #5 of 100

    bigwad Godfather

    Oct 19, 2006
    Happens with more than just D*. I've called D* and try pushing "0" every chance I get. Sometimes it will send you to an actual person. I have yet to figure out exactly where the best spot to push "0" is, but I keep trying.
  6. Oct 7, 2008 #6 of 100

    DKPeppard Cool Member

    Feb 26, 2008
    Well, I understand they may be excessively busy, but that still is BS to basically tell people "we're sorry, even though you pay us (in my case over $100/mo) we can't talk to you." They should have a dedicated group to address the lockups or whatever is going on and the regular group for other customer needs.

    I paid $40 for the Blizzcon 2008 PPV and I have a question about it. The last time I ordered PPV, I had a stupid message across my screen the whole time stating I needed to contact customer service to order, even though I already had and was watching the movie. The message was annoying and they supposedly fixed my issue for next time (I don't have a phone line attached so they said they needed to send some special programming to my receivers, HR21-700).
  7. Oct 7, 2008 #7 of 100

    say-what Active Member

    Dec 14, 2006
    New Orleans
    While the wait may be longer than usual, I'm sure you could hold on for the next available CSR. The "please call back" message is just a suggestion for calls that don't require immediate attention.
  8. Oct 7, 2008 #8 of 100

    timmmaaayyy2003 Hall Of Fame

    Jan 27, 2008
    Tell that to the guy that was just hung up on by a machine!

    If there are national issues happening, that is what should have been recorded and played up front. Then all those with locked DVR's would have RBR'd and called back if that did not work.

    Bad form DTV. Bad form.
  9. Oct 7, 2008 #9 of 100

    Grentz New Member

    Jan 10, 2007
    Stay on the line. That message is always on to get people to go online/etc. to try and answer their questions before calling CSRs and wasting CSRs time.

    If you stay on the line it will then kick into their normal system/connect to the queue to wait for a CSR.


    Also remember they are having a ton of calls considering most of the HR2x receivers locked up yesterday because of the transmission mistake/issue.
  10. Oct 7, 2008 #10 of 100

    durl Hall Of Fame

    Mar 27, 2003
    On a typical call, I've never waited more than 1 minute to speak with someone. In 10 years I cannot recall an instance where I've ever had a long wait. (But I also haven't called them about lockups...I learn about that stuff on this board.)

    While I can see you're frustrated, the recent problems with DVRs has forced them to field an overwhelming number of calls. And I'm sure many of those calling about DVR lockups also pay over $100/month, too. The only fair thing for them to do is to take the calls in order as quickly as they can.

    They can't have a reserve bank of CSRs to handle emergencies that pop up. Your best bet is to wait on the line.
  11. Oct 7, 2008 #11 of 100

    EXTACAMO Godfather

    Apr 6, 2007


    Yea, E* ain't much better with their overseas CSR's.
  12. Oct 7, 2008 #12 of 100

    rudeney Hall Of Fame

    May 28, 2007
    Years ago, when D* bought out USSB, it was even worse. Instead of the CSR’s being overloaded just one day, it went on for weeks. I’d call and hold for exactly an hour, then a recorded message would tell me, “We’re sorry, but we are unable to help you at this time. Please call back later.” And yes, I would then be disconnected!
  13. Oct 7, 2008 #13 of 100

    DKPeppard Cool Member

    Feb 26, 2008
    Already tried it. the system won't let you. It disconnects you after repeating the message a few times. You are forced to make a selection on the keypad or hang up.
  14. Oct 7, 2008 #14 of 100

    DKPeppard Cool Member

    Feb 26, 2008
    I'm not discounting the fact that others shouldn't get service too. I realize we are all paying customers. I just hate ANY service you pay money for and cannot talk to someone when you need. I can understand a few hours, but they are literally stating to try calling back in a few days. Even then they don't say they will be able to answer calls.
  15. Oct 7, 2008 #15 of 100

    wilbur_the_goose Hall Of Fame

    Aug 16, 2006
    Just send them a message thru directv.com
  16. Oct 7, 2008 #16 of 100

    RobertE New Member

    Jun 9, 2006
    Care to share the question?
  17. Oct 7, 2008 #17 of 100
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

    Jul 12, 2006
    Los Angeles
    So you'd rather DIRECTV lie to you and actually suggest that you could talk to someone quickly when you are really number 1,500 in line when you start? Give them a few days and I'm sure you will be compensated appropriately for your troubles.
  18. Oct 7, 2008 #18 of 100
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

    Jul 12, 2006
    Los Angeles
    I'm sure it's better today, but likely still bad .. things will improve as the week goes on.
  19. Oct 7, 2008 #19 of 100

    JDubbs413 Icon

    Sep 4, 2007
    Just e-mail them and most likely they will take care of it.
  20. Oct 7, 2008 #20 of 100

    bidger Hall Of Fame

    Nov 19, 2005
    To balance out this thread, I would like to share my experience with a wonderful DIRECTV CSR named Isaac, in his own words based in the great state of Texas, who did a tremendous job clarifying things for me and getting me some great programming and equipment deals in the process. Granted, this was Sat. night before the DVR fallout, but a great customer experience is a great customer experience regardless of when it occurs.

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