Ridiculously mad at DirecTV

Then get Verizon FIOS tv. Unless you MUST have Sunday Ticket, Verizon is not bad. I have both Directv and Verizon TV with TiVo (I love TiVo !). You will save a bunch of money by bundling with Verizon


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Calling "dispatch" from a CSR standpoint is almost impossible as the CSR would have no clue of who to call as they are some many fulfillment centers for DIRECTV work orders and hundreds of companies. The procedure is as she did, summit a ticket called and FSR or field service request, the system in turn knows where to route the thicket according to who ever the job is assigned to. Once the dispatcher or office gets the ticket they are supposed to respond in I believe either 15 or 30 minutes. But sometimes the dispatchers are so busy that this goes unnoticed.


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I get that there lots of installers out in the field. But you just said the system knows who the ticket is assigned to. So why can't the CSR know?

Too many times when there has been a missed appointment, the customer rarely gets accurate or timely information as to what is happening.

 

I think the thing is like the cable co's the techs are overscheduled and have to blow off jobs to fit as many as they can in to one day.

 

IS a lot easier to set up a work flow to send an email according to some predefined criteria then to having to find out what area a tech is working at, then narrowing down which dispatch office is assigned to that tech.


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Something that surprised me, pleasantly, with my Dish install last week, was how they handled the updates. Constant text updates, and then the day of the install an hour or two before the time (it was scheduled noon - 4, then the day of narrowed down to 12:00 to 1:15) I was able to look at a Google Map with a Dish Truck symbol and could literally watch him driving to our town and to my house. Even saw when he stopped at a gas station! When he pulled in I was standing outside waiting for him to pull up.

Very cool.

 

I think a call from the installer explaining the situation and the install being missed before the end of the original window should have been accomplished. If you communicate people have an easier time with problems. Could have worked this all out instead of making him call to find out what's going on. Wait till it's past and it's ridiculous.

 

This is yet another reason why you should schedule these appointments as the first morning available. Can't blow you off if you are first.

 

The hell they can't. And just because you have an 8-12 doesn't mean you're going to be first.

I had a 8-12 appointment. 12:15 no installer. No calls. No nothing. I call DIRECTV. "We'll check and have somebody call you back in less than 30 minutes." After an hour, I call back. Then I get that my installer went home sick, but another guy is coming and will be at my house by 3pm. 3:15 No installer. No Call. No nothing. Call DIRECTV. Another 'we'll call you back.' When they didn't, I called to find out the installer was buried trying to handle his and the other guy's calls. Had to reschedule for another day. One work day missed and nothing accomplished.

Two days later. 8-12 install. 11:55 the guy shows up. Left at 8:20 pm that night and had to return at noon the next day to finish. But that is another story for another thread.

8-12 MIGHT mean you'll get yours done that day, but when I have an 8-12 now, I tell the office I'll be out all day.

 

the tech can't call if he does not know he is going to your house.


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What probably happened is the tech called into the IVR and put your number then rescheduled the call. As a CSR our hands are COMPLETELY tied when it comes to that stuff. If it's rescheduled or put on hold then that's it. We send a FSR to the HSP and hope for the best. We can only do what the system allows.

The reason for the FSR stuff is so people aren't on hold while we are holding for the HSP.

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Translation?

 

Tech called in and rescheduled the order. We can only send a field service request to the local office for them to get back to the customer. However if the work order has been rescheduled even that won't really go anywhere. It's a sucky situation and the worst calls to handle because you get someone, understandably, mad at you for something you didn't do and can't fix.

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Thanks. Having been stood up by an installer more than once in the past 18 yèars, I can imagine those calls can be dicey.