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Some advice when calling CSR's

Discussion in 'DIRECTV General Discussion' started by Dapipes2, Oct 29, 2012.

  1. Dapipes2

    Dapipes2 New Member

    Jul 24, 2006
    I don't post here much, but I thought I'd give some words of advice when calling DTV if you're negotiating a new contract. Here's what happened to me this weekend:

    I was on the phone with DTV for almost an hour trying to upgrade my hardware and services. I ended up getting new hardware (HR-34 and mini-client, which I paid money for), and was promised a bunch of free programming for a new 2-yr contract.

    Before I called, I though it might be wise to record our conversation. So I fired up the Macbook and created a low-tech recording, using the speakerphone from my landline so the Macbook mic could pick up the conversation.

    One of the services I was promised was the NBA League Pass. I had to call back DTV today, as I was having some issues with my mini-client and the whole-home feature. I logged onto my online account, and noticed that I didn't see anything about the NBA programming. When I mentioned this to my CSR, he said there was nothing in the notes about it, even though I was promised this. He said he couldn't turn that on for me.

    I was elevated to a higher rep and told her the same story. She also said there was nothing in the notes of my conversation that indicated I was to get the NBA service.

    To make a long story short, I had to actually play her the audio recording over the phone that I had made of my 1st call and find the part where the service was promised before she would make good on that promise, which she eventually did.

    So, my words of wisdom to all of you is to record your conversations with them when you negotiate for new hardware/services. Because if they don't enter what they say in their computer system, or at least note it in your file, you could easily get screwed.

    I hope this helps some of you in the future!

    Good Luck
  2. joe221

    joe221 Mentor

    Oct 18, 2007
    Los Angeles
    Very good advice. Why do "they" always lie.
  3. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

    Dec 2, 2010
    At less than one post a year, you are a master of understatement!

    I do hope you announced that the conversation was being recorded for training purposes and their protection!

    There are some statutes re recording phone conversations, but I have only a faint idea as to what they are.
  4. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

    Dec 2, 2010
    Say it ain't so, Joe. 'Cause "they", unless "they" refers to politicians, don't always lie.
  5. Dapipes2

    Dapipes2 New Member

    Jul 24, 2006
    I'm not accusing them of 'lying'. The CSR could have just not entered it in the system, or maybe he didn't know how. I'll never really know!
  6. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

    Sep 5, 2006
    Allen, TX
  7. P Smith

    P Smith Mr. FixAnything

    Jul 25, 2002
    W.Mdtrn Sea
  8. bixler

    bixler Hall Of Fame

    Oct 14, 2008
    Option to hang up........:hurah:
  9. Brubear

    Brubear Legend

    Nov 13, 2008
    generally a customer calling in has no reason to object to being recorded - the recordings really are just used for training and agent appraisal. The only exceptions I can think of are for threats and if there is a pattern of csr abuse and the company decides to invoke section 5c of the customer service agreement.
    Btw, there are call centers in a number of those states mentioned... :D
  10. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

    Dec 2, 2010

    Two questions come up: Does a Texan have to abide by CA's rules on this? Hail no! Although some lawyers may disagree.

    But in CA, if you're informed it's being recorded by the company you're calling, perhaps you get a "permission slip" to make your own.....
  11. Combat Medic

    Combat Medic Legend

    Jul 27, 2007
    If you are calling from one state to another then you go with federal rules which are one party. YMMV IANAL
  12. dpeters11

    dpeters11 Hall Of Fame

    May 30, 2007
    So as long as you know you're recording, it's kosher? Just doesn't seem right. Not saying that's not the way the law works.
  13. n3vino

    n3vino Godfather

    Oct 2, 2011
    I don't know if it really matters if you are recording someone and they don't know about it, unless you plan to use it in court or for some other purpose other than to prove a point with the company you are doing business with.
  14. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

    May 17, 2010
    The OP should have gotten the names and ID numbers of those he talked with.
  15. dpeters11

    dpeters11 Hall Of Fame

    May 30, 2007
    I know I wouldn't like if I found out I was recorded without my knowledge. The usual argument it shouldn't matter if you aren't doing anything wrong (like someone video recording you without your knowledge) doesn't fly with me.
  16. Arubaflower

    Arubaflower Cool Member

    Aug 20, 2008
    Wow, that's a definition of arrogance with which I am not familiar. So it's arrogant for someone to protect himself against a company known for its occasional less-than-stellar treatment of its customers?

    So it's arrogant for someone to be dissatisfied when a company does not keep its promise in exchange for a renewed 2 yr service contract?

    And then it's arrogant for him to do what he could to hold the company to their end of the agreed upon bargain? Because we know the company doesn't hesitate to hold the customer to their end of the bargain. Just try to cancel your contract before term and see how arrogant the company gets with their fees.
  17. CCarncross

    CCarncross Hall Of Fame

    Jul 19, 2005
    Dapipes2, thank you so much for posting what not to do...I don't negotiate for new hardware/services as soon as I'm out of contract..and then complain when I don't get the royal treatment. If I did that, I would think I was a complete tool.
  18. smitbret

    smitbret Legend

    Mar 26, 2011
    I am a DirecTV CSR/Supervisor and I wish that more customers would record the calls like Dapipes2. The only people that would have a problem with it are the people that most need to be recorded.
  19. Arubaflower

    Arubaflower Cool Member

    Aug 20, 2008
    Ahh, a voice of sanity from someone at DirecTV. Very refreshing.
  20. Richierich

    Richierich Hall Of Fame

    Jan 10, 2008
    I would just tell the Directv CSR that I am going to be Recording the Conversation so if there are any problems I can Replay the Conversation to keep everyone straight about what transpired and if the CSR has a problem with that then I would hang up and call back to get another CSR via the CSR Roulette Game.

    If they object I would ask what the problem is because you are Recording our Conversation so why can't I have that same privilege to protect my Interests?

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