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Lied to by CSR & Sups 3 new hd dvr's ordered arrive referb

Discussion in 'DIRECTV General Discussion' started by setox, Apr 12, 2011.

  1. hilmar2k

    hilmar2k Hall Of Fame

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    If they didn't have HR24/H24 you can be sure they would have shown up with what they had. Sounds like your note may have helped you get what you wanted, so that's good.
     
  2. dsw2112

    dsw2112 Always Searching

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    I once asked a tech what customer notes like this meant to him; he said that since he didn't get paid unless the job was complete he cancelled any call that was likely to be a "difficult" install. He mentioned having more than enough calls in a day, and customer notes helped weed out the calls he felt were fruitless... His phrasing was something like "the customer wants an HR24, and I want to put food on the table for my family; what do you think wins out in my mind?"
     
  3. Davenlr

    Davenlr Geek til I die

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    Wish I could call my difficult customers and blow them off like that (not). That is the most unprofessional attitude I have ever heard of. I get easy installs, troublesome installs, and some that take two days (different field). It is some of the troublesome installs your tech friend would blow off, that has generated a good percentage of our new business. Make the troublesome customer happy, and they will tell several troublefree customers and he would be eating steak instead of hamburger helper.
     
  4. DogLover

    DogLover Hall Of Fame

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    Well, maybe his boss would be eating steak, and DirecTV would be happy. I've not ever heard an installer on this board mention that there is any financial incentive for the installer if the customer is happy and refers other friends. And if he can tell from the notes that this may be a customer that he can't make happy, it is hard to blame him canceling, especially if he has to make a choice and cancel something.

    Perhaps that is something DirecTV could look into to improve customer satisfaction with the install process.

    Sent from my iPad using DBSTalk
     
  5. setox

    setox Cool Member

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    well i did install them last night all the rain ****ed **** up so it was a pain in the ass to get them up and running... all in all i still wanted the other equ as long as it works and i always have the protection plan if something goes wrong u know i will be making my call :hurah:
     
  6. harsh

    harsh Beware the Attack Basset

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    Most well known cable and satellite companies are in the Fortune 200, so listing is no indication of customer oriented business practices.

    DIRECTV has been very committed to the idea that all variants in the Plus HD DVR line are functionally equivalent. For the most part, it is justified.
     
  7. moghedien

    moghedien Legend

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    Is there a subscription TV provider that guarantees new equipment? If there is, please let us know....
     
  8. SPACEMAKER

    SPACEMAKER Freethinker

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    Mason, MI
    I can see why the OP is pissed. D* reps have no business misleading customers. Bad business practice. When I get my H24 I will be going through a retailer.
     
  9. setox

    setox Cool Member

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    i also have cablevision as my tv and i requested the newest box and they provided it to me
     
  10. buist

    buist Legend

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    Jacksonville...
    I know that Directv currently cannot guarantee what equipment you receive. However, doesn't seem like this should be changed? If they don't ask for an HR24, then ship them whatever that meets the criteria (DVR, etc). However, if the customer asks for an HR24 -shouldn't that be sent (they should be able to track the stock level on a couple of different receivers, right)? Just MHO..
     
  11. Carl Spock

    Carl Spock Superfly

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    Requested and promised are two different things.
     
  12. JeffBowser

    JeffBowser blah blah blah

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    Again and again, the common thread in all these user complaints, not just this particular thread, is DirecTV's front line. Under-trained, under-informed, and under-"incentivized". This falls squarely on DirecTV management, and I dare say is intentionally done.
     
  13. BattleZone

    BattleZone Hall Of Fame

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    Nov 13, 2007
    True.

    But as I've said many times, this isn't any less true of any other large technical company.

    I was in IT for 15 years, eventually managing Tech Support and Help Desk call-centers, with the last job being the Help Desk that supported 18 remote call-centers for a credit-card company. I *know* call centers.

    In any company with call-centers, CSR jobs are considered entry-level jobs. Pay is low and turn-over is high, but because so many CSRs are needed, there is great pressure to keep labor costs down. So... with the turn-over involved, and the already-high costs of training, CSRs can only be given so much training before they hit the phones. And the amount of information a CSR has to know is pretty staggering.

    We talk a lot about tech issues here, but CSRs are *primarily* about answering BASIC tech questions, along with handing billing issues, subscription (programming package) changes, activating receivers, and ordering return shipping boxes. CSRs are simply not trained to be installers, and don't know all of the technical details of how everything works. For technical information, they are expected to "look things up" in an on-line technical reference system, and read from the appropriate script. But it isn't always easy to find the answers to some of the more arcane questions, and the documents in the system aren't always up-to-date.

    In the end, everyone wants good customer service, but no one wants to PAY for it, and given that a good percentage of people will switch providers over a few dollars a month, DirecTV (and other companies) have to keep their prices as low as possible in order to remain competitive.

    A few companies in other industries, with similar complaints about CSRs, have tried "Premium Support" lines where customers can pay a fee and get experienced, native-English-speaking techs. But in the consumer world, these experiments have largely failed, because no matter how much people complain about lousy service, very, very few are willing to pay for better service. Instead, they will call the "free" line and complain about not getting the Premium service for free. :nono2:

    In the OP's case, he didn't just call DirecTV and order the equipment at the listed prices. He pushed for further discounts, and received them. But he wanted the lower prices, but not be subject to the system (refurbished receivers) that allows for those lower prices. And that's the problem; you can't have both.
     
  14. billsharpe

    billsharpe Hall Of Fame

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    It would be nice if HR24's were sent when requested. A well-trained CSR should respond that such requests are not possible to fulfill; apparently in some cases, that response doesn't happen.
     
  15. Beerstalker

    Beerstalker Hall Of Fame

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    Because they had it on hand and you requested it. If they didn't have it on hand, or if you hadn't requested it I am fairly certain you would have got the one of the top of the stack. I know that is how my Comcast service worked as I watched them do it on numerous occasions. I would be in the office taking car of an issue or returning a box and I would see people come in and ask for boxes and they would always get the one off the top of the stack unless they specifically asked for a certain one. This actually works a lot of the time if you have a DirecTV installer come to your house also. A lot of the time if you ask the installer what boxes they have on their truck they will let you pick which ones you want as long as they are not pre-assigned to a certain install (like H25s only being for new customers).

    The biggest difference here is you are dealing with a local office, face to face. It's not nearly the same as a nationwide service where the receivers get shipped from whatever warehouse is nearest and has them in stock etc. If your cable company worked that way you would most likely have a similar experience to DirecTV where you could not ask for a certain box.
     
  16. BosFan

    BosFan Legend

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    Where's the like button on here? I am in IT and our Help Desk serves internal users, are paid fairly and have little turnover yet they get plenty of complaints because they supposedly said this or that. Of course promises that can't be kept should not be made.
     
  17. Shades228

    Shades228 DaBears

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    There are always 2 sides as well. We always here 1 side here and it's usually in the form of a complaint.

    A question like "So I'll be getting the advanced HD DVR's" could be assumed to be the HR 24 but an employee is always going to say their product is advanced.


    The OP also makes an assumption even in his original post.

    "So I ordered new equipment" New was assumed to be NIB not NTY.
     
  18. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

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    DirecTV went to a leasing model over 5 years ago. Since then you get either used or new, depends on what's on the truck.

    By the way Dish has the same leasing model.

    As does every cable company. You think you get a "new" cable box? Please, you get the one that's on the top of the stack.
     
  19. MattScahum

    MattScahum Legend

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    This is the most accurate post describing a call center job I've ever seen. I spend alot of time on this forum and other technical forums and also mess with the options in my own system and even I get calls from people that may want to set up that I have to try and find the answer. Sometimes the answer isn't available, or the answer that is listed is out of date for current situations. I'm fortunate that in new sales I get a decent(for the job) hourly wage plus commission so I am happily compensated to go a job that I like, but on the customer service end I know the pay isn't great and the stress is slightly above average.
     
  20. grassfeeder

    grassfeeder AllStar

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    No question about it......I work in Human Resources for a very large global call center and also have great insight into training, quality, etc. Don't expect anything about and beyond out of a CSR - most everything is prompted and scripted.
     

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