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D* CSR allegedly sending death threats

Discussion in 'DIRECTV General Discussion' started by mx6bfast, Apr 23, 2009.

  1. xmguy

    xmguy Active Member

    Mar 26, 2008
    Middle, TN
    D* has always been nice with me. Even helping me work on payment arrangements for when money is tight. But I guess this CSR probably had a bad day. But that was real overkill!
  2. Shades228

    Shades228 DaBears

    Mar 18, 2008
    That worked well with our banking system. The highest paid people were obviously the best employees. Oh wait.

    Seriously pay does not dictate the person. If it did imagine what it would be like going to any fast food or gas station (nationally the lowest paying jobs). It's the people that decide that. Who knows it could have been this persons last day. It could have been a straw that made him snap with something she said. It could have not happened at all. Either way every company has had something happen by a CSR they wish they could take back that gets media attention. Remember the AOL disconnect call that went around for a long time? If this really did happen it's not acceptable and I'm sure she'll get some settlement and that person will have the oppertunity to explore other career paths.
  3. kokishin

    kokishin Godfather

    Sep 30, 2006
  4. ironwood

    ironwood Icon

    Sep 20, 2007
    30 minutes to pay a bill? DirecTV has the easiest and fastest bill pay system I've seen online. It takes me literally 15 seconds to pay my bill.
  5. BattleZone

    BattleZone Hall Of Fame

    Nov 13, 2007
    I can tell you haven't spent a lot of time around the type of adults who only qualify for an entry-level job. Most of them have very little work history, and that's often a result of having zero responsibilities as a child. Not every kid grows up with good parents who teach them to respect other people, and to work hard and improve themselves.

    I've worked in every type of area, from public housing and trailer parks to $20,000,000 mansions. Many of you wouldn't believe me if I told you some of the things I've overheard while working in the former areas. But the bottom line is that a great many of those folks simply don't have any respect for other people, to the point where they will backstab their "friends" if they can gain any temporary advantage, and often have very little in the way of a work ethic or tact.

    There's a reason why different jobs pay more or less money, and why people with desired skills quickly leave the low-paying jobs behind. It doesn't take a genius to figure out that the people who are left behind are those with less skills and/or less motivation to improve. There are lots of examples of this; just look around.
  6. Jweika

    Jweika New Member

    Mar 9, 2009
    well this I have to say is by far the best answer as it is. I do need to say tho that most likley the employee got fired and was arrested on the spot by local law enforecment due to that actually being a if I do believe Federal offense. But I could be mistaken.
  7. Tallgntlmn

    Tallgntlmn Icon

    Jun 7, 2007
    Raleigh, NC
    Ok, something about this screams BS or lousy reporting from that news outlet.

    If a CSR changed my email address to be Tall.ID10T.Gntlmn@ whatever, I would never see the wish that I die because that is not a legit address. If this really happened, Miss Hawkins would have never seen the email because it would have bounced.

    If it really did happen, it wasn't a changing of the email address, but some other field on her account. The email address would have had to stay intact for her to see it.
  8. Ken S

    Ken S RIP

    Feb 12, 2007
    Unless she looked on the website and saw how her email address was displayed there.
  9. captain_video

    captain_video Icon

    Nov 21, 2005
    I had DirecTV for over ten years and I never had a bad experience with a CSR in all that time. The main reason is that I read the fine print before I agreed to any terms and I had a high level of knowledge about their procucts and services so I could hold an intelligent conversation with a service tech or CSR. I'd be willing to bet that the vast majority of complaints stemmed from people griping about something they didn't realize they were getting into with respect to DirecTV's commitments and other policies. People just don't take the time to look before they leap and then act shocked whern they find out what kind of arrangement they agreed to. I also have no doubt that there are a lot of grievances about the quality and work ethic of some of their installers (no disrespect meant to the good ones out there but there are a lot of losers that work for DirecTV as contractors).
  10. tomkarl

    tomkarl Legend

    Jan 6, 2009
    Yeah, imagine people getting upset when D* extends their contracts for replaced equipment under the protection plan. The subs should know better that D* wouldn't follow the rules. How dare they gripe about such things.
  11. durl

    durl Hall Of Fame

    Mar 27, 2003
    I would expect low scores from a website that gives people an opportunity to complain. Very few people go online to talk about how great something is, but they'll jump onto a dozen boards and rant if something goes wrong.

    While these sites may provide some insight on customer experiences, I wouldn't trust it to build a true profile of the company. Hey, sometimes people will come on here and rip Directv a new one when the true problem lies with their equipment or the network that provides the program.
  12. Hutchinshouse

    Hutchinshouse Hall Of Fame

    Sep 27, 2006
    Maybe DIRECTV hasn't had time to focus on customer support because they're too busy adding national HD channels. Oh wait, I mean EEEEEEEEEERRRRRRRRRRR
  13. Bob Coxner

    Bob Coxner Icon

    Dec 28, 2005
    Most (all?) states have "terroristic threat" laws that cover this situation.


    I haven't done the research but since the threat crossed state lines I'm assuming it could turn into a federal crime.

    If the accusation is true, the CSR is in some deep s**t.
  14. bjdotson

    bjdotson Legend

    Feb 20, 2007

    Actually, this is fairly easy to do. Let's say you want to send an email with similar wording to smith.john@madeup.net. You create a distribution list with the nickname smith.john.is.a.fool@madeup.net and only put one person (John's real email address) in the distribution list. Depending on your email system, this should work.

  15. mx6bfast

    mx6bfast Hall Of Fame

    Nov 8, 2006
    Or if they changed the email AFTER they sent the alleged email.
  16. BattleScott

    BattleScott Hall Of Fame

    Aug 28, 2006
    I think it probably was a simple technical issue with the DirecTV MPEG4 video conference system used for the CSR training.

    The CSR trainee in quetion probably asked:
    "What's the best way to deal with an extremely upset customer?"

    To which the trainer replied:
    "I have found that the best way is to 'Kill them with kindness'."

    But what the trainee heard was:
    "I have found that the best way is to 'Kill them <bbbririiippppp>'."

  17. mx6bfast

    mx6bfast Hall Of Fame

    Nov 8, 2006
    I had this exact same thing happen to me. I spent 3 hours on the phone, hung up on 5 times, all in the span of a day. Being that I previously worked in tech support at my company I knew not to raise my voice. I finally got it fixed after a letter to the office of the president and 2 returned phone calls. Apparently my "high knowledge" of D* was better than the CSR that I was escalated to.

    Aside from when I had Sprint, D* overall, not including this instance, personally has not had as good customer service as other companies I have worked with. Hangups, not knowing what the hell is happening, etc.
  18. Jensen

    Jensen New Member

    Apr 24, 2009
    Some of them do. The whole thing is a tad funny really but the idea that someone in that position would get like that is kinda scary as they do have a lot of information at their disposal.
  19. ehilbert1

    ehilbert1 Godfather

    Jan 22, 2007
    Exactley. We should just accept the 2 year extension no questions asked. On a lighter note I've had 1 bad expericence and thats it. It's to bad a few bad reps ruin D*'s rating.

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