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Directv Now Outsourcing Customer Service

Discussion in 'DIRECTV General Discussion' started by FYRPLG, May 22, 2012.

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    FYRPLG Legend

    Nov 11, 2006
    Maybe I am behind times, But the last 2 calls to DTV cust. svc. got me the Philippines.

    Is this new?
    Seems I called a week or so ago and got south east US voices.

  2. cariera

    cariera Icon

    Oct 27, 2006
    It's been this way for years
  3. hilmar2k

    hilmar2k Hall Of Fame

    Mar 18, 2007
    As far as I know, every CSR I've ever spoken with has been in the US.
  4. Marlin Guy

    Marlin Guy Hall Of Fame

    Apr 8, 2009
  5. TBlazer07

    TBlazer07 Large Member DBSTalk Club

    Feb 5, 2009
    I believe on weekends and after hours they go to Sitel in the Phillipines. Maybe also at times when the call volume/hold time gets too high. They have specific call-center metrics they need to maintain or heads roll.
  6. Davenlr

    Davenlr Geek til I die

    Sep 16, 2006
    Just going to cost them more money in the long run.

    I just tried to activate a Tivo box with Comcast. Went to the office and got the cablecard, came home and plugged it in. Called India and gave them the info on the card. Worked for 8 hours and shut off. Called back (India every time) 6 more times, they couldnt find anything wrong (and my Living room Tivo worked fine still).

    After rolling a truck on a SUNDAY to fix it, the tech discovered the idiots had entered me in the computer for limited basic on that card, rather than the full digital package, and had also entered the cablecard in as a cable box. All because the morons in India couldnt understand English enough to understand what I was trying to tell them was wrong the whole time.

    DirecTv can waste money in the Philippines if it wants...Its their company.
  7. Stuart Sweet

    Stuart Sweet The Shadow Knows!

    Jun 18, 2006
    Look, there are competent people in India and incompetents here in the US. I don't think it's fair to characterize the quality of 3/4 of the planet's customer service from one call.

    I'll admit that with other companies, I've had issues with being understood... one chatroom operator told me my TV only supported 720i... but for the most part I get good customer service wherever I call.
  8. Davenlr

    Davenlr Geek til I die

    Sep 16, 2006
    7 calls over two days. Took an American in town 5 minutes to fix.
  9. Stuart Sweet

    Stuart Sweet The Shadow Knows!

    Jun 18, 2006
    Yes, and isn't it possible that that's because there was a truck roll, not because you initially spoke to a non-American?
  10. Davenlr

    Davenlr Geek til I die

    Sep 16, 2006
    The truck roll was because none of the previous call takers were able to #1 understand the problem, and #2 fix the problem. All the truck roll did was cost them money. He walked in the door and asked what was wrong. I told him. He called his dispatcher who verified what I told him, changed the package in the computer, and the channels came in, within 5 minutes. He never touched a thing, or did anything.

    If *I* had been able to call that same dispatcher, rather than India, he would have had at least one less Sunday call.
  11. RACJ2

    RACJ2 Hall Of Fame

    Aug 2, 2008
    That may be true, but I hated when I called the Citi bank support and it rolled to India. They were hard to understand and they couldn't understand what I needed half the time. When one of them asked me how to spell Bob, I had enough and closed my account.
  12. damondlt

    damondlt New Member

    Feb 27, 2006
    Sorry but I have to agree with the others .
    I'M American, calling an American company. I would expect to speak to an America that can be understood. It a pain trying to trouble shoot a problem when you can't Understand them clearly. Its not just directv, but just cause directv does the same crap doesn't make it ok.
  13. macfan601

    macfan601 New Member

    May 3, 2012
    Directv lost my brother as a new customer because of this. He called in twice to open a new account and both times got the Directv Philippine's call center. He couldn't understand the lady both times and hung up. He said he never would sign a 2 year contract with a company where he couldn't understand the CSR. I personally have never run into that call center and I am a 12 year customer. But then again once your system is set up there is little reason to call often. When I do call I usually ask for "retention" and have them open a "case". I think all of that department is based in the US. Usually, a 12 year customer threatening to leave gets their attention but I did have to do quite a dance to get a HR34 at a reasonable price. The biggest problem I have with Directv right now is the sub contracted so called techs in the field. In my state the whole state is covered by one sub contractor. Some of his employees are excellent and others don't know which end of a screwdriver to use. No one ever does any kind of evaluation on the subcontractor. When I suggested that I was told that the sub contractor bought a portion of Directv so is allowed to conduct his business how ever he wants. So I have tried to get Directv to let me do my own installs. Directv doesn't even charge me for these and yet insisted on doing a truck roll. Most of the time I just sign the receipt while the guy is standing on my front porch and he gets paid for doing no work. Lately though they insist on coming in and verifying that all systems work. Seems kind of silly to me but I let them in and have them sit while I do that for them. I don't want them doing it for themselves and messing things up. I have Whole House, CCK, TV apps and h24, Hr24, and HR34 all working perfectly and don't want to chance messing that up as I read of several having problems on here.
  14. Drew2k

    Drew2k New Member

    Aug 16, 2006
    This is something I've never understood, the contempt for overseas customer service representatives. American companies cater to the bottom line in everything they do, and American manufacturers send thousands of jobs overseas yet there's not the outcry that there is about customer service. Apple's contractor in China is building a new factory that will create 30,000 new jobs for Chinese workers. Shouldn't we be pushing for Apple to build that factory here? If we're going to complain about outsourced customer service, let's go all out and demand everything gets built here too... Then watch the price of everything skyrocket, 'cuz Americans wages are a bit higher than those phone reps and workers in India and China are getting paid.
  15. swyman18

    swyman18 Legend

    Jan 12, 2009
    I think for most people the frustration is trying to have a decent phone conversation to troubleshoot an issue with 3 things standing in the way:

    1. Difficulty in understand the person due to heavy accent

    2. In order to save money, the company is probably using an inferior VOIP service resulting in horrible call quality. I have no proof of exactly what type of phone system is used, but it usually sounds terrible.

    3. Sometimes 2-3 second audio delay due to the VOIP latency. This is to be expected because of the sheer distance involved between the US and India ( or wherever), but makes for an awkward conversation.

    These three things add up to a miserable telephone conversation. Doesn't leave a good feeling when getting off the phone with them.

    Give me a good old landline connection within the US any day. Even a connection from here in Hawaii to the continental US can be poor sometimes.
  16. goinsleeper

    goinsleeper Godfather

    May 22, 2012
    You have to realize that if all phone reps were in America that the company would have to raise the cost of your service. Every call costs the company money. The call routing, the rep that answers the phone is being paid and of course the cost to power the building and computers they are in. DirecTV has thousands of agents in America on phones. If the work load gets heavy then maybe they will outsource so you don't have to spend 15 minutes on hold. And as much as plenty of people would say they would rather wait 15 minutes on hold, that's a blatant lie.
    Also when speaking to tech groups with any company, sometimes it's not the rep that does not understand but the customer does a terrible job of understanding the rep and has no clue how to explain the tech issue from the beginning.
    The same principle applies to technicians. DirecTV and Dish Network are the only two major television providers who broadcast to the ENTIRE country. Because of this, they could never afford to have their own techs servicing all 50 states. They would employ virtually more employees than any other major company. Not to mention how fast they've grown. Where were these two companies 15 years ago? Marketed to mainly people who could afford to buy a new system or to people in rural areas who had no other alternative for tv service.
    Remember that just because you watch tv does not mean you understand what is needed to run such a huge company.
    But in the end, I do agree with the frustrations of getting outsourced reps. This is why I never call comcast unless its a dire emergency.
  17. Shades228

    Shades228 DaBears

    Mar 18, 2008
    So if a person with an accent passes nationalization and is now a citizen they would provide better service?

    Last I checked work ethic is what matters more than anything regardless of nationality. I call companies and if I get a person with an accent I just understand that it may take longer than a normal call and that if I take my time to explain what I need they'll assist. if I treat them like crap, like I did when I was younger to anyone I called, I received crap service back.

    I remember a couple of companies doing a "premium" customer service model where you could pay to have some guarantees in customer service such as wait times and resolution times. However people refused to pay for it because to them cost was more impactful than customer service.

    I do find it amusing when people say that they're American's and therefor deservce/want to talk to American's. You must live in amazing areas because I run into more people I wouldn't want to have another interaction with than those I would.
  18. FYRPLG

    FYRPLG Legend

    Nov 11, 2006
    My main problem is the communications with the CSR. They also have a tendency to not wanting you or them to go to a superior to get an answer to a question.
    It seems if US CSRs cant give a proper answer they put u on hold and check their resources to get the proper answer.
    The main reason I call is to resolve a problem or get information. I just want proper answer.
  19. Hoosier205

    Hoosier205 Active Member

    Sep 3, 2007
    This had got to be one of the most offensive threads to ever appear here.
  20. macfan601

    macfan601 New Member

    May 3, 2012
    For everything except your last sentence I couldn't disagree with you more. Direct TV certainly can afford to pay American wages if you look at their last quarterly statement. The only problem would be that their profits would go down and the CEO wouldn't be able to get a new and bigger yacht. The Untied States needs to get back to putting people first and profits somewhere way down the totem pole. This is why I am a big supporter of unions and have always been a union member for the 31 years of my working career. Unions weren't formed with the sole purpose of getting higher wages but were formed to keep companies fair, honest, and to provide safe working conditions. Lets put Americans first again and get off this greed kick our country is on now. I am so sick of this I got mine the heck with you attitude. One of the reasons I came over to this forum was it is more down to earth. I used to hang out mostly on the AVS forum but got sick of the guys talking about $50,000 speakers. I have 3 college degrees and that was a year's salary for me. Some people need to get both feet back on the ground. How in the world a guy who made his money by bankrupting companies, putting people out of work, and then parking his profit from that over seas can be taken seriously as a candidate for president I will never understand. Our country has changed so much that life style is now held up as a role model. I am old enough that I remember when the Russian leader Krushcheif came over here and put his feet up on President Kennedy's desk and said his country would take ours over with out firing a shot. When asked how that could happen when at that time we had the greatest military in the world, Krushcheif just leaned back, smiled, and said you will self destruct. It seems his prediction is coming true.
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