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Tech Support Has Gone To The Dogs

Discussion in 'DIRECTV General Discussion' started by adamson, Jul 11, 2016.

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  1. Jul 15, 2016 #21 of 73
    adamson

    adamson Godfather

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    No No No...Three times in the last few months the person answering the phone in tech support has not a clue. This has nothing to do with disconnecting my internet and to bash me again and again. The bully know it all's here are just that bullies. The C41W has known issues going into 5 months. The current firmware is unstable and issues are intermittent. Their way to console me has been a $15 credit/mo for 2 yrs. I could care a less about the $15. Nobody seems to post an issue about the C41W's, no one with them has posted here anything to back up the fact yes there is an issue. Directv admits there is a problem. IC the C61 has been fixed? What happened to the C41W? Never has Directv dragged its feet this long on something so severe to the point the client or receiver is unusable. When I called about an update to the issue the tech support woman did not even know what firmware was...no kidding!!! So nobody tell me things are the same there. My inquiries in the matter at Directv service on twitter and to office of the president are dead silent as of late. They know there is issues and have done nothing. I cannot run cables to the locations I have the clients period. All was fine until March. So I am sorry but really? This is to be acceptable?
     
  2. Jul 15, 2016 #22 of 73
    adamson

    adamson Godfather

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    Access point strength on clients is excellent always, HR44-700 no issues. Shut down my 5GHz network to see if improved, has some. Never had to shut off my 5GHz network before March. I have done all I can on my end.
     
  3. Jul 16, 2016 #23 of 73
    inkahauts

    inkahauts Well-Known Member

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    I wonder if you actually ever talked to someone in their tech department. It's almost impossible to get the real techs. Usually it's a csr that is in theory more tech savvy than a regular one but they get rotated in and out as any regular csr.

    I also wonder if your area may be part of the issue. Maybe they are routing your call to a center that isn't as good as the old one was after doing some consolidation. It's possible...

    Sadly while I dont think it's acceptable we have seen similar technical problems in the past that lasted a lot longer than 2 months.
     
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  4. Jul 16, 2016 #24 of 73
    studechip

    studechip Godfather

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    No, that's a bad analogy. It's more like claiming an experienced plumber can tell there is a leaky pipe in the basement because there is one leaking under the sink. Just because there is no LOS in one area doesn't mean a tech can tell there isn't one in another area without at least looking. scoles15 even said the tech didn't look in the back yard. I guess that doesn't matter to you though.
     
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  5. Jul 16, 2016 #25 of 73
    peds48

    peds48 Genius.

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    Every house is different of course. But there are places that there is no need to get out of the vehicle to know for sure there is no LOS. Point being made was that is in fact possible to know there is no LOS just by seeing what is around you in THAT particular place.


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  6. Jul 16, 2016 #26 of 73
    James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    In my area a 50ft tree would need to be more than 60 ft away from the dish in order to see over it. It does not take much experience to estimate height and distance. And trees seen from the front yard do not magically disappear when one gets closer to them.

    I realize that some people would not be satisfied relying on the experience of an installer ... preferring to insult instead of understanding. Some would not be satisfied unless the installer set up a dish and proved there was no LOS (and then still claim the installer did not try hard enough on aiming). And then there are the people with north facing apartments. Are you SURE that there is no line of sight? Send another tech out.

    There are locations where there *might* be LOS and a walk to that potential location on that property would be helpful. But there are locations where an experienced installer would know before getting out of the van. Assuming every site survey requires a walk to every impossible location (and send that second tech out to be sure) is a fool's game. But sometimes installers have to deal with fools ... and smile until they leave the property.
     
  7. Jul 16, 2016 #27 of 73
    peds48

    peds48 Genius.

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    nailed it.



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  8. Jul 16, 2016 #28 of 73
    inkahauts

    inkahauts Well-Known Member

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    There seems to be one thing you are missing here. That's also not good customer service. You should always spend the 90 seconds and point out to a customer why you know it won't work at that location. Otherwise you get ridiculed for not doing your job, which as much as it is about getting a customers service working right it's more so about making sure a customer understands the end result and is actually satisfied with what happens while an installer as at their home. Not getting service will not satisfy them but understanding why will satisfy them with your job and maybe get them to understand what they can do to fix the issue, like trim a tree etc.

    It doesn't sound like this installer even attempted to explain it just said it won't work. That's not the way you do things...

    It's why you walk around the house with the customer.
     
  9. Jul 16, 2016 #29 of 73
    studechip

    studechip Godfather

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    This is what I was talking about, at least taking 5 minutes to do a walk around. BTW, it was peds48 that did the insulting, calling anyone that doubted his experience by calling us clueless and you who called us fools.
     
  10. Jul 16, 2016 #30 of 73
    peds48

    peds48 Genius.

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    My response was to float the idea that it was possible to note LOS in SOME instances just by looking, heck I have called NLOS just by looking at the Google Maps pics! BTW, clueless is not an insult. It means that that person has no clue of the topic at hand. Same as ignorant.

    The true about this is that I have had many customers where the Sun does not shine on their property due to tree coverage. Their property was literally inside a forest. I of course have to play the "I am looking" game even tho I know they can't get DirecTV on their property. Then DirecTV schedules a second opinion. Some house you can tell just by looking, literally.

    If you have to look hard for LOS, you don't have LOS.


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  11. Jul 16, 2016 #31 of 73
    studechip

    studechip Godfather

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    Sometimes a no los is obvious, but you insinuated that it is always obvious. It isn't. Your use of the word clueless was meant as an insult. Sometimes things are obvious.
     
  12. Jul 16, 2016 #32 of 73
    James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    inkahauts said it would only take 90 seconds. You're suggesting five minutes. And I agree, that would be faster than returning to the site or sending another tech out to explain it to the potential customer.

    BTW: I did not call you fools. I said "Assuming every site survey requires a walk to every impossible location is a fool's game." You (and inkahauts) did insult the techs by calling them lazy:
    Perhaps you have a different opinion of what a site survey entails. The tech visited the site and took a look, isn't that enough? Are you claiming - without ever visiting the site, seeing the sky from the property or even knowing where the site was located - that a dish *can* be installed in a usable location on that customer's property?

    The customer (a person on the actual property with the installer) could ask for a better explanation. It is probably easier to complain on the Internet. Perhaps 20/20 hindsight he wishes that he did suggest a location and ask the installer to take that walk. Or we are getting a short version of the story and the "90 second" explanation took place.

    Or does a site survey require that the installer set up a transit for the azimuth and elevation and proving without a doubt that there is no LOS?

    [​IMG]
    [​IMG]
     
  13. Jul 16, 2016 #33 of 73
    studechip

    studechip Godfather

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    A tech that won't take a few minutes IS lazy. I said 5 minutes only to demonstrate that it takes very little time to do a site survey, that's all. And no I'm not saying that a dish can always be installed, just that without doing a walk around on SOME properties that a tech can't say for certain that there is no LOS. Of course there are some places where you don't need to check since it's obvious no LOS exists. You should stop making assumptions and stop defending the indefensible.
     
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  14. Jul 16, 2016 #34 of 73
    peds48

    peds48 Genius.

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    depends..... you were applying a blanket, but now you added "SOME" which is correct. There are times when a customer calls for LOS issues and there is LOS somewhere else on the property. There are also some occasions that once a tech walks inside the property it can be known why the tech is there for and there is no where else to install the dish without doing anything further. Just by looking. Of course many customers take the stance of the majority of folks on this thread, and for that reason I pretend I am looking for other places to install the dish even tho I know there is none.

    If don't that, the customer calls DirecTV "complaining" the tech just left and told me the trees are blocking and he didn't even look around, but if I pretend to look around with that shinny instrument on my eyes, they feel more at ease that I "look" even tho I wasn't looking at all :)


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  15. Jul 17, 2016 #35 of 73
    adamson

    adamson Godfather

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    Just found this in my twitter messages. What would optimize my service entail? A wired client is not an option. The C41W is so screwed up at times. To the point I think I have gone crazy myself. Strange things happen. Lost buffers and it tries to pause/play at that point also all by itself over and over. That's the weirdest issue it has of several. All is intermittent too...no rhyme or reason. I'm 100% sure as they are this started after the last firmware update. The delay getting it back to working is beyond acceptable. Below is the message.


    I completely understand your concern and frustration with this ongoing issue. We are working to give it a permanent resolution. I see that in your conversation with a representative with our Office of the President you had back in June that they offered you a free service call with a lead technician to see if we can't optimize your service until the matter is fully resolved. Have you considered taking us up on that offer? ^TimD Social Media Manager
     
  16. Jul 17, 2016 #36 of 73
    James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    Than you for finally agreeing with "the other side". Those defending techs did not in any way say that techs can always tell without walking. But it appears we agree that there are cases where it is obvious.

    Perhaps all we disagree on is how long to spend explaining the obvious to a person who will not be able to become a customer and who will be disappointed regardless of how long it took to explain it.

    We could just as easily be reading a story about a tech who "wandered aimlessly around my property for half an hour holding his cell phone up to the sky and shaking his head" and describing that tech as "unprofessional and inept" for wasting the potential customer's time doing a thorough survey. Either install the dish or go away!

    It is a shame that people judge techs so harshly.
     
  17. Jul 17, 2016 #37 of 73
    studechip

    studechip Godfather

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    That is exactly what peds48 insinuated, and you defended him. You just won't admit it.
     
  18. Jul 17, 2016 #38 of 73
    James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    Please READ. peds48 did not say ALWAYS. I realize it fits your narrative better if you add words that were not written, but you are not reading accurately. Your insinuations are incorrect.

    There have been a lot of words written ... if you read you might realize that we are not that far apart. You said yourself "there are some places where you don't need to check since it's obvious no LOS exists". peds48 said "it was possible to note LOS in SOME instances just by looking". Reading is important.

    There is common ground if you are willing to accept what has been written.
     
  19. Jul 17, 2016 #39 of 73
    studechip

    studechip Godfather

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    Yes James reading IS important. YOU should read where peds48 said, and I quote AGAIN, an experience tech can tell LOS issue just by looking.
     
  20. Jul 17, 2016 #40 of 73
    James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    The statement you keep going back to is not contradictory to the statement you made: "there are some places where you don't need to check since it's obvious no LOS exists". The statement you keep going back to is accurate even under your apparent demand that the tech does a site survey. What is a site survey other than "looking"? What level of site survey are you demanding be done? Set up a transit? Set up a dish on a tripod?

    We are talking about a tech who was on site, spoke to the customer and informed them that there was no LOS. He surveyed the site and made his determination. After all, "there are some places where you don't need to check since it's obvious no LOS exists".
     
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