"Head's Up"

Discussion in 'DIRECTV General Discussion' started by DirectMan, Jan 23, 2019.

  1. Rich

    Rich DBSTalk Club DBSTalk Club

    32,415
    1,120
    Feb 22, 2007
    Piscataway, NJ
    Yeah, that's how I felt when I read that thread. Nice to see someone admit they made a mistake, tho. Always appreciate seeing that. Clearly, the PQ would bother me.

    Rich
     
    compnurd and frogg like this.
  2. DirectMan

    DirectMan AllStar

    178
    18
    Jul 14, 2007
    I would rather students could read and write English properly.
     
    Rich and Microphone like this.
  3. TheRatPatrol

    TheRatPatrol Hall Of Fame

    7,840
    382
    Oct 1, 2003
    Phoenix, AZ
    And speak English properly as well.
     
    BigRedFan likes this.
  4. BigRedFan

    BigRedFan Legend

    332
    54
    Mar 28, 2010
    Miami, Florida
    Yes, but these issues do not have to be mutually exclusive. Humans can be proficient in multiple languages and cultures, quite to their advantage.

    Having said that, now back to our topic of..... how AT&T has blown up DTV's previously stellar customer service and website.
     
  5. trh

    trh This Space for Sale

    6,688
    485
    Nov 2, 2007
    NE FL
    "Stellar" is not how I would describe DIRECTV's customer service or website. Better than AT&T's? Possibly.
     
    compnurd likes this.
  6. slice1900

    slice1900 Well-Known Member

    9,529
    1,142
    Feb 14, 2013
    Iowa
    Yeah I don't know ANYONE who claimed Directv's customer service was "stellar" or even all that good previously. There were plenty of tales of clueless CSRs, missed appointments, botched installs etc. before AT&T bought them. I guess if one never personally had such issues before, and now they have, they would claim the difference is night and day, but there were complaints before and there are complaints now.

    That AT&T is worse I don't doubt, they have clearly fumbled some stuff like transitioning accounts from Directv's to their own system. But that's going from bad to worse, not from "stellar" to "blown up".

    You only need to look at the surveys that are occasionally done for satisfaction with various elements of cable/satellite (or internet or cellular or automobile purchase/service and so on) service and look at the customer satisfaction numbers for customer service. All cable/satellite providers are seen as providing poor service. Some are worse than others, but there are none that are "stellar" or anywhere near it among them, and never have been.
     
    compnurd likes this.
  7. Rich

    Rich DBSTalk Club DBSTalk Club

    32,415
    1,120
    Feb 22, 2007
    Piscataway, NJ
    Yeah, I was gonna comment on that too. Always thought D* customer service was a joke but ATT's customer service isn't the least bit funny. I'd take that "joke" back in a heartbeat.

    Rich
     
  8. BigRedFan

    BigRedFan Legend

    332
    54
    Mar 28, 2010
    Miami, Florida
    Maybe I just got lucky, but prior to AT&T I never had any issues getting problems fixed quickly on the phone. I would always go through the "Protection Plan" dept. or Advanced Tech Support. Those guys knew their stuff. They even knew how to troubleshoot my DTV/Crestron issues. To me that is stellar.

    Now when I ask for either the Protection Plan dept. or advanced tech support I still get the Philippines CSR's who have little clue. So it looks like the competent DTV support that was once available is no longer there. In my case, the difference has been night and day.
     
    Last edited: Feb 11, 2019 at 1:04 PM
  9. Rich

    Rich DBSTalk Club DBSTalk Club

    32,415
    1,120
    Feb 22, 2007
    Piscataway, NJ
    The reason you're seeing these disagreements is the D* first line CSRs. You bypassed them by using specific departments. What we went thru in 2006-2007 soured some of us on D*'s customer support. I learned to call the old D* Retention number very quickly. Those Retention agents knew what they were doing. Calling the ATT Retention number gets you credits but doesn't get you to anybody that understands how D* works. Once you ask them a technical question you're quickly sent to what they optimistically call "tech support". What you get there is someone that has to adhere to a script because they too know little about D* equipment. Sad state of affairs.

    Rich
     
  10. BigRedFan

    BigRedFan Legend

    332
    54
    Mar 28, 2010
    Miami, Florida
    Yes, very sad... Interesting how pre-AT&T we all found different ways to get competent help. You found Retention and I used 2 others. Now AT&T just wants everyone to go through Manila and their robotic scripted "help". Our previous options to get results are pretty much gone now.

    Fortunately for me, as I posted earlier, I found the Spanish-speaking CSR's to be quite competent and so I will use them as my new work-around option. Let's see if this lasts !
     
    Last edited: Feb 11, 2019 at 10:35 PM
    tecnicoloco likes this.
  11. Rich

    Rich DBSTalk Club DBSTalk Club

    32,415
    1,120
    Feb 22, 2007
    Piscataway, NJ
    At the moment there are no options when you call with a problem. You get sent to "tech support" no matter what you do because they're the only CSRs that can do anything technical. Then, after reading thru every script they can lay their hands on they announce their "system" won't allow them to do it. And that's when everything comes to a halt.

    Rich
     

Share This Page