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Today was not a good day with the CSRs

Discussion in 'DIRECTV General Discussion' started by Xsabresx, Nov 2, 2012.

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  1. Newshawk

    Newshawk Hall Of Fame

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    Broken...
    Let's take a look at the job description for one of the job listings in the Careers section of the DirecTV website:
    Sounds (and looks) like the agents in Tulsa do technical troubleshooting.

    I would be happy to discuss the rest of your erroneous assertions, but only in PM and only if it goes no further than PM. I've been burned before by people taking my words out of context and making public what was only to be private.
     
  2. dpeters11

    dpeters11 Hall Of Fame

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    Apparently an innocent rep was fired for it...
     
  3. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    I'll wait and see how this plays out, as "going" was meant as in "the future".
     
  4. smitbret

    smitbret Legend

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    And posters on this forum are notoriously difficult to work with. They mess around with their systems so much that they end up breaking it and then call us to fix it. Anytime you get a tinkerer that messes around on that level they start to think they know more than anyone else and become extremely difficult to work with.

    It's really a game... customers no longer wish to solve problems, just have a technician come out with the latest upgrade and install it free of charge. Most of the CSRs finally give up listening to the inane ramblings, just stop responding and leave the "Expert" to solve his own problem since he knows so much.
     
  5. smitbret

    smitbret Legend

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    OK, I've had enough. I sincerely hope that the members of this board understand this guy is not a typical agent. I started a 4 or 5 page rant but realized that may not be the best approach. Rather, just let me hope I meet this guy in a dark tavern so I can punch him in the face and shove Beernuts up his nose. I hope he gets fired soon.
     
  6. dpeters11

    dpeters11 Hall Of Fame

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    I know I've gotten frustrated when I tell the rep that I've rebooted the box, moved it to another TV and the problem followed using different cables, then the rep starts by asking me to reboot. I know there's a script, but some of us really do try the simple things before calling in. When I have a box saying it's overheating, and I say I currently have it on the floor and not in the cabinet, swapping the HDMI cable won't do anything...

    That, and situations like where it took three appointments to get a CCK installed when I went to SWM and DECA (and the third tech said it would need to be rescheduled a fourth time), really gets frustrating.

    Fortunately, I mostly call in about once a year to cancel HBO or something, since I can't do it myself.
     
  7. Rich

    Rich DBSTalk Club DBSTalk Club

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    So that's what happened to the PP CSRs, huh? I've been wondering where they got those people from. I knew the CMG was siphoning off all the good PP CSRs.

    Rich
     
  8. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    It may be time to let this thread fade, as there are things going on that will not be public.
     
  9. jimmie57

    jimmie57 Hall Of Fame

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    I believe those are conflicting statements.

    If you are on here or the DTV Forum you are looking for help to solve a problem. You tinker with it trying to solve that problem and usually trying to avoid having a tech come out to fix your problem.
    Yes, you do learn things here so you are not totally ignorant of how things work.

    You should realize and respect the fact that all people are not problem solvers. Lots of them would get terribly aggravated and confused if they tried what most of us on here do and wind up with a bigger mess than they had to start with. Yes, those people just want to call and say come fix it. I know people that this is the case for them.
     
  10. Bigjohn4real

    Bigjohn4real New Member

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    Please do!
     
  11. smitbret

    smitbret Legend

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    I posted this tongue and cheek. Apparently, my ironic tone didn't carry over.

    Most of the posters in this forum seem very reasonable most of the time.

    My apologies.
     
  12. Carl Spock

    Carl Spock Superfly

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    It's past time for a certain poster to go back to what he has admitted he likes to do, which is sit on his couch and scratch his jingleberries while assisting customers.
     
  13. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    Couch & scratch, but that's about it. ;)
     
  14. Newshawk

    Newshawk Hall Of Fame

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    Let me just tell you how I handle those calls. When I have a customer who tells me they have done this and that, I explain that to ensure that we didn't miss any steps, I will go down the troubleshooting "guide". If the customer confirms they've done the step, it's good enough for me. I find that often, I'll get to a certain step and they'll say "No, I haven't tried that yet" and then they'll do it. Now, sometimes it resolves the issue, other times we move on. However, by my giving the customer the benefit of the doubt while keeping the option to try new steps that he may not have thought of, I can handle almost all of those who call in and say "I've already done the troubleshooting, I just need a..."
     
  15. Carl Spock

    Carl Spock Superfly

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    Yeah, if you notice I changed "helping" to "assisting" in my original post. You quoted an earlier version before I realize I had used the wrong word.

    You're exactly right, vos. Couch and scratch but no help.

    :sure:
     
  16. 242424

    242424 AllStar

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    And this makes you better than him how?
     
  17. smitbret

    smitbret Legend

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    Because he adds nothing to the quality of DirecTV by showing up for work or by posting on this forum.
     
  18. 242424

    242424 AllStar

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    And you know keyboard karate lol
     
  19. dpeters11

    dpeters11 Hall Of Fame

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    I guess my thought was that I try to help the situation, I don't call in just because I hit a wrong button or something. I now have an understanding of it, I just don't agree with the policy. There's no need for a tech to have to walk me through a process I have told them I already did, and I don't feel they should be written up if they bypass those, and just go to the things I didn't think of. I don't consider it good customer service to make a rep tell a customer to reboot again. I don't want a new box unless its needed. Setting up series links and losing recordings is no fun.
     
  20. dpeters11

    dpeters11 Hall Of Fame

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    I'm good with that method. What gets me is when they won't continue until I actually let it reboot, etc. A tech going through the list and my going "yep, did that" to confirm is fine with me. All the better if it qualifies as going through the required script.
     
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