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DirecTV Customer Service...HA!

Discussion in 'DIRECTV General Discussion' started by DonkeyJab, Aug 16, 2009.

  1. Aug 16, 2009 #21 of 145
    DonkeyJab

    DonkeyJab Cool Member

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    Shades, thats only one post. Theres many more out there. And reading those posts stating even after being repaired they are still melting--its not very reassuring. The entire point of the argument is if they know theres problems with this model with one being they can melt, why are they still so resistant on swapping it out? Apparently they are now starting to pull them from certain warehouses and are going to stop replacing R20s with another R20 so obviously there must be an issue.

    It also wouldn't surprise me if someone did indeed decide its worth it to wait until a house burns down. Katrina and the levies come to mind--greed makes people do lousy things. I understand how much money DirecTV would lose if they completely recalled every H20 as a preventive measure and it's a big loss.
     
  2. Aug 16, 2009 #22 of 145
    spartanstew

    spartanstew Dry as a bone

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    Wylie, Texas
    Hmm, seems to me like you ordered D* service and a certain number of receivers and that's exactly what you got.

    Apparently a credit was missing on your fist bill and they've stated it will be on the next one.

    What's the issue?

    You've heard one of your boxes is not good, due to the model number? If it fails, they'll send you another (maybe minus $20 shipping).

    Seems to me like you received everything you ordered. Why the long post? You didn't tell them ahead of time you had a referral? You didn't get the boxes you would rather have (although the ones you received are apparently functioning correctly)?
     
  3. Aug 16, 2009 #23 of 145
    Shades228

    Shades228 DaBears

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    I'm not saying the H20 is perfect and has no issues. I'm saying that the overheating recall is over and the issue was resolved. Now if they find out that he steps taken for those didn't work and are now having SFSS issues then that's something else.

    However if you had an H21 and it went out they had to replace it they won't tell you that you get another H21 either so you could get a H20 at that point. Get another HD DVR those all have ethernet guaranteed.
     
  4. Aug 16, 2009 #24 of 145
    tcusta00

    tcusta00 Active Member

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    Dec 31, 2007
    There is no issue with your H20. Problem resolved.
     
  5. Aug 16, 2009 #25 of 145
    DonkeyJab

    DonkeyJab Cool Member

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    Yeah tcusta, and there was no issue with any of the others either...until they melted. I'd rather swap it out before possibly having my house catch on fire. I'm proactive like that.

    And what I'm saying is that according to those posts the overheating issue isn't resolved. They're still being flooded with service calls regarding overheating issues even after being repaired.

    And your right, theres no guarantee on the model you would get on a replacement, but they would make the box comparable. For example, when boxes that were replaced which had an OTA connection with one that didn't customers got a free kit to give them OTA capabilities. I'm starting out my service with an outdated box right out of the gate and my only option is to not only take the $99 loss on that receiver plus pay to ship it back, but also to buy a new replacement model, which again would be considered an upgrade and extend my contract. It makes no sense.
     
  6. Aug 16, 2009 #26 of 145
    tcusta00

    tcusta00 Active Member

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    Your box is not broken. You obviously have another (stated) ulterior motive.
     
  7. Aug 16, 2009 #27 of 145
    DonkeyJab

    DonkeyJab Cool Member

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    Obviously, considering I stated all my "ulterior motives". The H20 overheating is one of many other issues. And like I said in my last post, none of the H20s were broken until they melted. No soup for you!
     
  8. Aug 16, 2009 #28 of 145
    tcusta00

    tcusta00 Active Member

    7,911
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    Dec 31, 2007
    When yours melts you get a new one. When your Chevy's electrical system fails they fix it, not before it's recalled or before it breaks. It's simple.
     
  9. Aug 16, 2009 #29 of 145
    DonkeyJab

    DonkeyJab Cool Member

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    It already had a volunteer recall last year. Techs are still complaining about the repeated service calls to this day. Even after whatever band-aid they use to fix the issue isn't working. Why did DirecTV actively call customers and set up a special 800 number to swap that model out last year? And as I said, I would rather have it swapped out then chance my house catching on fire....its as simple as that. We're not talking about a software issue here.


    But I tell ya what. Lets put your kid in a locked room with a 5 time convicted child molester and leave the room. Don't worry, he didn't touch him yet, he'll be fine! I can see how that makes perfect sense.
     
  10. Aug 16, 2009 #30 of 145
    tcusta00

    tcusta00 Active Member

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    Dec 31, 2007
    Good luck with the BBB and your next TV service provider.
     
  11. Aug 16, 2009 #31 of 145
    DonkeyJab

    DonkeyJab Cool Member

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    Thank you sir. :)
     
  12. Aug 16, 2009 #32 of 145
    joshjr

    joshjr Hall Of Fame

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    NE Oklahoma
    If you knew you didnt want that model then the only way to make sure would of been for you to get it yourself from Best Buy or Solid Signal or something like that. Why was it not more of a big deal to you before the install? Were you so sure you wouldnt get one? Another thing you could of done was said okay take that reciever with you and then get the other one from Best Buy or Solid Signal after the fact. He probably had the line ran anyways before you know what reciever he was going to install.

    Bottom line you accepted it initially but are now not happy with it. Like I said I really hope you get it resolved as I want all new customers to be happy with D*. That being said I really wish you had handled it differently as well. Chalk it up to a learning experience. In the future if something happens that is unaccceptable then take care of it right then.
     
  13. Aug 16, 2009 #33 of 145
    Shades228

    Shades228 DaBears

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    It's not outdated. You can't view pictures on it but you can get OTA. So it might have a different feature but it's works fine. That is a comparable model and people who had OTA and lost it only received a free AM 21 if they lived in an area that did not have locals so they paid more to get one with OTA capabilities to begin with.

    You can't pick and choose what you want to believe that you read on the internet. Either way it won't change so you can say what might happen in the future all you want but they don't have to do anything until it has the problem.

    You don't waste the $99 if you put that receiver on another TV btw you can keep it you don't have to send it back unless you disconnect it. You just signed up what's 1 more month on the agreement? $20 if you wanted to cancel on the original date.

    Either way it's not a customer service issue since you don't have any real issues anymore. Now it's just your lack of preperation or setting expectations to yourself that DirecTV isn't going to do.
     
  14. Aug 16, 2009 #34 of 145
    gfrang

    gfrang Hall Of Fame

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    My H20-600 has been working fine for years wouldn't want a different receiver.
     
  15. Aug 16, 2009 #35 of 145
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Allen, TX
    Since you're so worried about the H20, then how quickly did you unplug it after it got warm? Right away? If not, then I guess there is no issue.

    You should have went & bought a H2x for $99 and been done with.
     
  16. Aug 16, 2009 #36 of 145
    rsteinfe

    rsteinfe Legend

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    Regardless of the details of this particular situation, the "big picture" is that DirecTV continues to have a customer service problem. There are currently 3 or 4 customer service threads at the top of this forum.

    It is not impossible to have an effective customer service operation. For example, upstate NY shoppers would recognize the name of a grocery chain which is always at or near the top of a national consumer magazine best grocery store list, and is in the same position in another magazine's "best places to work" list. A friend stopped into one of their stores looking to purchase veal. They were out of veal, so the meat manager contacted another store in the chain and told the customer that veal was available at that branch. She replied that she was new in the area, and had no idea how to drive to the other branch. At this point, the meat manager drove his car to the other branch, and returned with the veal. He told the customer that there was no charge for the meat, apologized for not having it in stock and thanked her for her patience while he took care of her problem.

    That, folks, is customer service. This chain empowers its employees to solve customer problems, and stands behind them when they do. She has told at least a dozen people about this, and the store couldn't buy this kind of good will and advertising. People with business experience will tell you that if she had gone away unhappy with her experience, she would have told several dozen others.

    Is this kind of service impossible for DirecTV? Or has DirecTV become so big--and customers seen as a replaceable commodity--that they remind us of the old sketch from "Laugh -In" where Lily Tomlin played Ernestine, the telephone operator. When customers called with a problem she told them, "We don't care...We don't have to, we're the phone company!"
     
  17. Aug 16, 2009 #37 of 145
    tcusta00

    tcusta00 Active Member

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    Your story is poignant but in no way applies to this situation. He was offered a way to fix the AAA problem (but decided against accepting it). He was offered a resolution to the rebate situation. He was given a receiver that works. I don't get the connection.
     
  18. Aug 16, 2009 #38 of 145
    rsteinfe

    rsteinfe Legend

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    Please have another look at my first paragraph. I am claiming no particular connection to this particular situation, but am commenting on the general state of DirecTV customer service.
     
  19. Aug 16, 2009 #39 of 145
    tcusta00

    tcusta00 Active Member

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    Dec 31, 2007
    Oh, okay.

    :backtotop
     
  20. Aug 16, 2009 #40 of 145
    Shades228

    Shades228 DaBears

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    Mar 18, 2008
    Let's go under the 2% rule. 2% of all customers will be happy no matter what with the company they do business with, 96% of customers are subject to whims of happiness with that company and the final 2% will never be happy with that company.

    So 2% of 18.3 mil is 366000 people will no matter what never be happy. So I'd say the limited posts that this place, and other non complaint focused websites, indicates that while they have problems it's relative to the number of customers. Especially since posters like the OP show up all in a rage and then usually disappear faster then we decide we're done with a thread.

    So DirecTV will never be without complaints and there will always be places any company could do better. Not all situations will be handled the best or the worst.

    So far the only issue that DirecTV has on his account was his rebate not on his first bill. Everything else was offered to be corrected or is how they do business normally that the OP didn't bother researching. He only went looking for issues once he didn't get the ability to look at pictures on his TV with the H20 and found an issue that he wants to hold onto like Cubs fans and Sammy Sosa.
     

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