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Rudest CSR I've Ever Spoken To

Discussion in 'DIRECTV General Discussion' started by pistolpete52, Dec 12, 2011.

  1. JeffBowser

    JeffBowser blah blah blah

    Dec 21, 2006
    I'm guessing those that are enabled to exit from the thoughtless script provided by DirecTV powers-that-be and actually provide reasoned assistance would be less prone to be on the receiving end of anger :)

  2. rrdirectsr

    rrdirectsr Legend

    Jan 30, 2011

    Amen :)
  3. john262

    john262 AllStar

    Oct 26, 2011
    But the caller was not rude in this case. And the fact that some customer might have been rude to a CSR doesn't give them license to be rude to other customers.
  4. mstanka

    mstanka Legend

    Jan 25, 2003
    I agree also! I am a tech for a major computer manufacturer and hear it all the time. I've been with the company for almost 13 years and have every best interest in heart and will continue to provide the best experience

    However some people call in rude pissed etc and expect service their way. I will ALWAYS find a resolution but please work with me.

    When I have personal issues as a consumer I am always polite and calmly explain my issue even if I'm fuming inside!

  5. jtbell

    jtbell AllStar

    Nov 24, 2008
    This person would have been the politest CSR at Comcrap. As a matter of fact they would have probably been fired for being too nice.
  6. skatingrocker17

    skatingrocker17 Godfather

    Jun 23, 2010
    You're right, it's probably more common for the customer to be rude before the CSR however this case it was the CSR who was being rude, when you pay for a service you expect to get better support than that. Although, half the time I've called for support I got some foreigner who I can't understand. A CSR once actually told me on the phone that if I get someone who can barely speak English to hang up and just call back.
  7. billsharpe

    billsharpe Hall Of Fame

    Jan 25, 2007
    The best CSR service I ever got was from India. It was an insurance question about an old paid-up life insurance policy for my wife. Not only did he answer my inquiry but he pointed out that she also had dividends reinvested in the company's stock -- about $3k that we wouldn't have known about otherwise. The company had misdirected our mail for many years to her initial address when the policy was issued in the early 50's, although they had the correct address back in the 70's.
  8. pistolpete52

    pistolpete52 AllStar

    Sep 3, 2010
    You can't drop it online. When you try to do that, it tells you to call DTV. That is when they try to get you to keep the package at a lower rate.

    All of the premium movie channels are pretty much worthless. HBO, Showtime, Starz, Encore....now and then, you get new movies. I do like the original programming. I will probably get Showtime when "Shameless" starts up.

    BTW...I did send off an email, and was told that what happened to me was a very rare occurence. I don't think that it's that rare. I still like DTV, but they need to step up their training for the CSR's.
  9. pistolpete52

    pistolpete52 AllStar

    Sep 3, 2010
    It was a mistake to get annoyed?? You're kidding me. I'm the customer, and I politely asked the CSR to cancel HBO. When he told me that he could knock off $10 a month, all I said was that I'm not interested in keeping HBO because there really isn't anything worth watching. That's when HE gave me the attitude. Yeah, damn right I got annoyed.
  10. Dcm210

    Dcm210 Godfather

    Jan 17, 2009
    yea some of the CSRs are kinda pushy,when they call up to ask if we want the HD Extra package. sure its 6 extra channels,but 6 extra I don't plan on watching,even if it is free for 3 months or more.

    You did right sending that email. maybe they'll give you something for the inconvenience.
  11. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

    Dec 2, 2010
    Mr. Marinovich: It sounds like you are still annoyed, which you have every right to be, but showing your annoyance to/at the rep. was a mistake.
  12. JeffBowser

    JeffBowser blah blah blah

    Dec 21, 2006
    I most definitely disagree. These people need called out more often. It's the only way to stop this seemingly endless slide into abysmal mediocrity.

  13. cariera

    cariera Icon

    Oct 27, 2006
    First off the way you were treated is unacceptable. However as a business owner, I would be extremely upset with my employees if they let money walk out the door without finding out the reason why.

    If the reason for canceling was the fact that you only watch Boardwalk Empire (which is what you stated), there is nothing that the CSR could do for you to make you keep HBO.

    However if your reason is that you don't find value in paying $15.99/month and you only watch a few shows then perhaps a $10/month discount, makes HBO a value and you keep it.

    This to me is just good customer service - finding what's driving your decision and crafting a solution that benefits the business and the customer. Sometimes it's a different product, sometimes a discounted product or maybe sometimes it just means getting rid of that product.

    However, let me state again I didn't find it acceptable to be treated the way you were.

    SPACEMAKER Freethinker

    Dec 11, 2007
    Mason, MI
    Some CSR's are rude. It's not right but it happens.

    The best thing to do is just get over it and move on. Wasting time being angry and seeking retribution over something so trivial is just a waste of time and energy.
  15. duffytoo

    duffytoo Mentor

    Mar 13, 2005
    I agree 100% with the premium channels being worthless. I too look for something to record during the free previews but RARELY find anything worth the effort.

    I didn't know how few good movies the premium channels offer until I joined Blockbuster (since moved to Netflix) and found that most GOOD movies never see those socalled premium channels.

    SPACEMAKER Freethinker

    Dec 11, 2007
    Mason, MI
    I subscribe to premiums primarily because of all the awesome original programming. I do watch some movies that I may have not known about or didn't feel like renting as well.

    To say that premium channels are "worthless" is a very narrow and uninformed view.
  17. n3vino

    n3vino Godfather

    Oct 2, 2011
    I agree with you. There is not much worth watching on any of the premium channels. My free three months are up on the 3rd of Jan. How much of a cancellation notice should I give them to make sure I don't get charged in January?

    Anyone please.
  18. bjdotson

    bjdotson Legend

    Feb 20, 2007
    You need to go online at Directv and look at your statements (register if you haven't done so) If the statement shows a charge of zero, no need to cancel; it is automatic. If they show a charge and then adjust it to zero with a credit, you need to cancel. Cancellation should be instantaneous. I would cancel on the last day or so.

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