Is DTV support now 10000x more horrible than a few years back?

Discussion in 'DIRECTV General Discussion' started by JMCecil, Mar 22, 2018.

  1. JMCecil

    JMCecil Godfather

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    Jan 20, 2007
    I've been a D* customer since the early 90s. I have never had a problem with support before. But, I just tried to drop a few premium channels. It took me over an hour and 5 different people over 3 attempts to call. Disconnected the first time, CSR couldn't call up my account the 2nd time said she would transfer me, but instead it put me onto the AT&T phone service call system. It took almost 20 minutes just for me to figure out the dude on the other end wasn't with D* but AT&T as he fumbled around trying to find my account info. 3rd time finally had to go through a bunch of the sales pitch crap, only to have her cancel the wrong services ..

    I have always had good experience with D* support up until this call. I'm just curious if this is now the norm?
     
    Steady Teddy likes this.
  2. ejbvt

    ejbvt AllStar

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    Pretty much the new norm with AT&T.
     
  3. sigma1914

    sigma1914 Well-Known Member

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    Allen, TX
    Called 2 weeks ago to drop some premiums - took about 15 minutes and got half off premiums for 6 months instead.
     
    ericknolls likes this.
  4. Visman

    Visman Legend

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    Feb 16, 2008
    Houston, TX
    I bundle my DirevTv and Internet but I always call the DirecTv number to make changes to my servers. I never call the AT&T number because they don’t know Sh#t. Next time call 1-800-Directv.
     
  5. sangs

    sangs AllStar

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    NE New Jersey
    I've actually had the opposite experience, but I never call anymore. I just use the chat function on the website and it's been smooth as silk every time. From package changes, to discounts, to equipment orders, to a temporary suspension, to sports subs, every interaction has been pleasant and - most importantly - without confusion. I'll never call again.
     
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  6. JMCecil

    JMCecil Godfather

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    Jan 20, 2007
    I did call the directv line. The CSR transferred me to the AT&T line when she couldn't load my account to make changes.
     
  7. JMCecil

    JMCecil Godfather

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    Jan 20, 2007
    I didn't even know that feature was there. Thanks for that info.
     
    sangs likes this.
  8. sangs

    sangs AllStar

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    You're quite welcome. I'm a stickler for having things in writing and the chat has an option to have the entire transcript emailed to you when it's concluded. It's the only way I roll when I need to contact Directv anymore - for anything. They've never once told me I need to call instead.
     
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  9. ericknolls

    ericknolls Active Member

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    Why didn't you just go online? Sign in to your DTV account and do it yourself. You have the option to do that. I have been a customer since about 2009. I have known to do this over nine years.

    Sent from my XT1609 using Tapatalk
     
  10. Steady Teddy

    Steady Teddy Godfather

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    Jan 23, 2007
    At least when you use chat you’re communicating with a rep who understands English. I think.
     
  11. JMCecil

    JMCecil Godfather

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    I tried, but it said I had to call to remove premium channels when I clicked the x to remove the programming. And, the number it tells you to call is NOT D*, it is AT&T that is completely separate to D* and those guys have no idea or access to your D* account.
     
  12. jimmie57

    jimmie57 Hall Of Fame

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    Texas City, TX
    Call this number 1-800-824-9077, customer loyalty department. They are usually good. Do it during USA normal business hours.
     
  13. JMCecil

    JMCecil Godfather

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    Jan 20, 2007
    It's all done. I don't see a point in calling that number. I was just curious if this was the norm. I don't use support often. I think the last time I did was a little over a year ago when we moved. I think I can count on 1 hand the number of times I've call support in the 20 years we've had D*. I just had never dealt with anything like wrong phone numbers listed in the popup, being forwarded/transferred to AT&T, being transferred to the wrong department, having the stupid voice agent forward you to the wrong agent even though it recognized "cancel HBO", getting dropped during a transfer, having the wrong programming changed etc...

    It was a total FUBAR and really shocked me to be honest. I got asked 3 different times if I was interested in AT&T phone services. This process cured me of ever having the remotest interest in AT&T for anything. Even the Bill is now totally obfuscated like an AT&T phone bill. The old bills could be confusing, but at least everything was on there. Now everything is under "programming" with no way to see what you are actually paying for anything.

    Anyhow, rant over.
     
  14. trh

    trh This Space for Sale

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    Good luck with that. I have a transcript with an AT&T rep that said i qualified for a special promotional deal. When it didnt show up on my bill, i used that transcript to try to convince them i should be getting that deal. "Doesnt matter what the Chat said, the CSR was wrong and we're not going to honor it."
     
  15. sangs

    sangs AllStar

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    Worked for me. I was getting a hardware upgrade for free, they had charged me for it, I showed them the chat transcript and was given a refund. Couldn't have been any easier.
     
  16. Duke Sweden

    Duke Sweden Active Member

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    Yep, same here. I always use the chat function. Smooth as silk and you can keep them on while you check to see if they did what you asked them to do (within reason, of course).
     
  17. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

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    Monterey...
    Some just like to ***** and moan, or to create drama where none need to exist. C'est la vie!
     
    Rich likes this.
  18. ericknolls

    ericknolls Active Member

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    Aug 18, 2013
    New York,...
    Ok... Maybe they changed the way you drop certain channels or programming. I know sometimes they advertise making upgrades, downgrades and reviewing your account online. Meaning - Bypassing the 800 number. I forget AT&T has taken over DIRECTV.

    Sent from my XT1609 using Tapatalk
     
  19. cmoss5

    cmoss5 1960'S NOSTALGIA

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    May 26, 2006
    Tucker,GA
    I have found the best way to get true customer service from DIRECTV is to make sure you call between 10AM and 5PM then you will usually always get someone in the USA, not the Phillipines or India, who do not know what they are doing when you call about discounts,etc. The number I call is 1-866-678-9471 and they know who I am by my phone number that comes up with my account.
     
  20. techguy88

    techguy88 Well-Known Member

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    As long as I can remember DirecTV never allowed customers to cancel premiums (like HBO) via directv.com. Clicking the X button directs you to call them the only exception I have seen is with the Movies Extra Pack (formally known as HD Extra Pack).

    I usually call the 1-800-531-5000 number and tell the IVR I want my "Contract End Date" or "Disconnect My Account" and it will route me to a Loyalty CSR. With Loyalty I always get a US based CSR. If you say "billing", "remove premiums", "technical support" you will most likely get an overseas CSR. In my experience its best to give the CSR the account number if the account didn't automatically pull up for them.
     
    Rich likes this.

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