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Discussion in 'DIRECTV General Discussion' started by Conundrum, Apr 18, 2013.
I could swear I saw Thread Starter, but you're probably correct.
So what would it be? A drastically mistake that was done on purpose?????? as a plot of the CSRs to mislead the customer to they go to another provider.... I suck on conspiracy theories....
One person would have been a misunderstanding, three people (including the guy who sent the email) is a much deeper problem. To me it sounds like major training issue coupled with poor maintenance to the website.
After the email reply gave me bad info in the form of a broken link I decided "what the hell" and emailed that SVP of Customer Relations lastnight....wow...that lit a fire
I just recieved a phone call from a very nice lady apologizing for everything. She also offered pretty much immediate install (within 24 hrs) if I decide to go with them. She also offered to waive my first months bill.
Now that is what I actually call "Making it right".
FWIW, I'm also in HI and have a HOA. I never asked permission to install the large dish. If I remember right, I just got the dimensions of the shortest part of the oval dish and it was about 1M, so I was like, "OK, good to go!!!" I've been here almost 4 years and haven't heard a thing about it.
Napoleon said it well; "Never ascribe to malice that which can be adequately explained by incompetence".
Very true, I just got off the phone with "incompetence", attempting to talk to a clueless federal employee and then her equally incompetent supervisor at OPM! Why is it that someone who literally takes 5 minutes on Google finding a regulation and reads it knows more than the person they call who actually works at said organization?!?!?!
Now that is "done right" you can careless if it happens to someone else....
If it was me, I would make it my goal to have the facts corrected, without any compensation!
So if a waiter/waitress spills a beer on you, gives you wrong or badly cooked food, forgets about you for a LONG time, etc. at a restaurant, you expect absolutely NO compensation (free dessert, $ off bill, coupon, etc.) AND you will personally make it YOUR mission to train the guilty employees??? Last I checked that was the supervisor and/or manager's job!!!
You are comparing apples to oranges. Your analogy would be more like if a order a pasta dish but got steak instead! I would expect the waiter to get me what I oder and let the manger know of the distraction of such employee. I would not expect any compensation. I guess I dont carry a feeling of entitlement with me.
I'd kinda like to know what White Knight wants me to do? I've emailed them...I've contacted the senior vice president...I told the lady who called me specifics about the website not going to a Hawaii link and the phone number not going to persons knoledgeable about Hawaii. Am I supposed to make followup calls make sure they've updated their training programs? Sent out a memo? Fixed their website?
DING DING DING! lol. Why do so many Americans expect something for nothing? I play a free online game. One night the servers went down outside of scheduled maintenance and people started demanding free stuff... for a game that is completely free. I blame our current culture that everyone is entitled to whatever the want because they're American.
RIght on! and to think it all started about a hot cup of coffe. MacDonalds anyone??????
It's not that you expect anything yourself, but that you "expect" the so called professional company to make amends and show good customer service to keep you as a customer. If not, they lose business, which DTV almost did in this case. If they keep doing similar things with all potential customers, they won't be in business too much longer. This is the point I believe that's trying to be made. Sure, if it were in a restaurant the manager can come over and personally apologize, which to me holds a lot of weight and I wouldn't then feel as though I would need anything free, but in this instance DirecTV can't really do that, so the way that THEY THEMSELVES have established to make up for poor performance is to indeed offer "FREE STUFF".
That's my 2/100ths of a dollar anyway.
And to think all of this started just because a poor CSR got the size of the dish wrong.
I agree it was D*s fault in all of this. Poor training and the lack of updated information on their website gives any company a bad smell. On the other hand, the word "mistake" is in the dictionary for a reason. I hate that it put you out when you were expecting the upgrade but I don't see any way to compensate for it other than apologizing.
EDIT: upgrade = installation
Folks, some posts have been deleted that were fairly rude and did not contribute to the thread. Please be nice to each other.
You're not bigoted or anything.
I play those same games and I agree people demanding free stuff for downtime is silly. That is until the downtime becomes excessive. Also, don't try to snow us, those games aren't free, they just don't have a sybscription model. Pretty much anyone that plays them has spent as much, if not more money in the games cash shop than they would have if it were subscription base.
But then again...what would I know, I'm just an entitled American.
And buy A CSR...
You mean three different CSRs.
But it really is cute watching you try to rewrite history.
I didn't demand compensation, some people are just making it sound like I did to paint me as the villain. Also, it goes beyond a simple "mistake" when 3 CSRs and the Website are wrong. That shows systemic problems, not just one guy making an error.