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Discussion in 'DIRECTV General Discussion' started by bnglbill, Sep 14, 2008.
Seems articulate enough to me.
Just my .02. /steve
Well you were pretty quick to lay the blame on D*. Look the outcome here could have been much better thats for sure. D* was watching out for you, they saw the potential for a future issue, maybe its only several transponders that you have a low signal on only affecting 10 channels, so you haven't been on one of those particular channels during a rainy day. Maybe the signal problem could be from a bolt vibrating loose, or maybe what they saw was the start of the failing of an LNB, I dont know.
They tried to send someone and get it taken care of now. Logistically it was not a smooth move. They dont have everyone on the same page on this one yet, but I bet if you polled Every D* employee and every D* contractor be it billing, installer, or CSR you would find that at least 30% dont even know Tivo has been announced to be coming back. Thats not an excuse, just a fact of a large company. Now considering we are seeing wait times of up to 5 weeks to get an installer out at peoples homes perhaps you should have asked the Tech to take a look and re peak the dish anyway. Now hopefully mid winter if there is a huge demand for dish realignments you dont wind up on a waiting list. Maybe the tech should have said hmm lets take a quick look. His time was booked, he should have at the very least inspected your setup.
Not saying its anyone's fault it was a general flub all around, lets just hope in 3 months you're not here upset because you cant get your ESPN because the signal keeps just dropping below whats needed.
But that was an accurate assessment on the OP's part, and also doesn't justify the OP being called inarticulate. DIRECTV didn't have it's act together, the OP stayed home to wait for a tech based on an appointment DIRECTV decided to make because DIRECTV detected low signals. The tech arrived, asked what was wrong. The OP explained why DIRECTV decided to send the tech and the OP said that he could not see problems though. The tech left. The OP tried to confirm there would be no charge for the call and the CSR had no clue what was going on. None of this is the OP's fault, the confusion lies on DIRECTV's side. It's pretty clear-cut to me...
I'm sorry but I disagree completely. I take no fault in this, Directv called and and set this whole thing up, as a customer I should expect that the tech will come to the door and know exactly what is going on and how to test and or correct it. What if I wasn't there and my girlfriend was, she doesn't know how to do anything with the HR20 but change the channels and use the guide, would it be expected that she should tell this tech what he needs to do.
I posted this with the intent of bringing attention to these situations and hopefully help Directv improve their service, Not get into a pissing battle but your ridiculous statements have gotten under my skin.
As opposed to whom?
It's not the OP's fault that the tech decided not to even look at the dish to verify the information D* detected.
And you couldn't have said to the tech....
"Since D* thinks there is a problem with the signal strength, would you mind at least checking them?"
Yes and when I go to Burgerking and order a burger, I should tell them to cook it too.
I'm not sure I get your point. Are you suggesting that because DirecTV is a big company, that it's ok for the CSRs to be uninformed? If they don't know something, they should put someone on hold and find the information, not simply deny that their company ever calls customers when the boxes report bad signals. I know that just from reading these forums. If DirecTV can't disseminate information internally to their own employees as well as a 3rd party can to the general public, then their systems need some work. Isn't the primary role of a CSR to be the point of contact for the customer? Shouldn't having a general understanding of the way they do business, and where to get further info, be the most important factors for a CSR?
The tech is representing DirecTV. To the customer's eyes, they ARE DirecTV. If the OP already told the tech that DirecTV sheduled the visit due to signal strength, shouldn't the tech have put that logical next step together on his own? If once he's told why the visit was scheduled, the tech then says there's nothing he can do, why is it the customer's responsibility to question the tech's response? This could have just as easily been some "little old lady" who doesn't understand any of it. Why do so many here try to protect DirecTV and put the blame back on the customer, when it seems so clear that the screw-up is on DirecTV's end?
This is an excellent idea! I think every company should use this in their daily practice of conducting business.
I am sorry youre 100% correct. By your methods...
"Hello Mr. Smith, this is your physicians office, we just got test results back from your physical, we got some odd results and want you to speak with an oncologist, we took the liberty of making you an appointment."
Next day at oncologist office;
"Hello Mr. Smith and what seems to be the problem?"
"I dont know, my physician said they got test results back and wanted me to see you."
"Have you been having any health issues?"
"Not that I know of?"
"Ok, Go home Mr. Smith."
Yeah in the above scenario much like your D* signal strength experience, "You got it your way" (just like at BK!)
A modicum of effort in any of the above scenarios will ensure you get a better outcome. Just my 2 cents.
Thank you for finally agreeing that DIRECTV is at fault. It's clear in the above scenario that the person saying "go home" is incorrect, much like the tech who left the OP's home was at fault. Or did you want the OP to hold the tech hostage because DIRECTV requested the appointment? This whole thing is getting bizarre ...
Dude, you're starting to get ridiculous now. In your little "example" the customer said exactly what was going on. The difference is that the oncologist would never say "OK. Go hom Mr. Smith". He would say "Well, lets go over these test results I just received from your doctor regarding XXXX".
If the doctor did say "OK. go home Mr. Smith", obviously that oncologist wouldn't know what the heck he was doing (or had poor communication with the other doctor), just like D* in this case.
Your example proves everyone elses point and diminishes yours.
Doug - I am sorry that I might have been rude when I posted to your other thread but I had a different experience. It might have originally been scheduled as a valid tune-up - but my wife called immediately back with the intent on verifying that the service call would be free. She talked to first level CSR and then to a Technical Rep and was told 2 things. 1) If they kept the appointment we would be charged and 2) we could sign-up for the warrenty program and it would be only $59 instead of $80. That is why I got so mad when I posted to your other thread. BTW - I think as a general rule if anyone calls up and states that they will provide a service for free that it is appropriate to call back and validate it is on the up and up. I also think that it is important to record somewhere the time you were called / called and who made the statements from which department. My wife doesn't always collect that part of it though.
No worries .. I'm not sure if there is a charge followed by a credit to your account for these service calls. That might be the case.
All the back and forth aside, I am just surprised that DirecTV can tell how our signals are and then call you - I never knew this was possible.
I think, since mine was installed last October, that my signal strengths on 99 & 103 are low (since when it rains locals and HD only go out - no outage on 101-110-119 channels unless the rain is really hard). My signals on 101-110-119 are in the mid to upper 90s but on 99 & 103 they are upper 70s-low 80s with only 1 transponder being 98 so I can't tell what is good or not good - nor have I received a call from D* to come to adjust.
It seems you are suggesting a 'customer' training program rather than a 'tech' training program. Ridiculous.
IMHO, that tech and his supervisor should be working at BK, except for the fact I don't like my burgers uncooked.........
It requires that your DVR be connected to the internet. The DVRs send snapshots to DIRECTV that includes signal strengths, and apparently the results are analyzed and if patterns are detected, DIRECTV tries to be proactive about it and tweak the dish or replace equipment as warranted to get the strengths back up to where they should be for your geographic region.
The most surprising part is they can do all this while having no idea they can and do do this.