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Why buy a DirecTV receiver?

Discussion in 'DIRECTV General Discussion' started by c_l_phillips72, Jul 20, 2017.

  1. J Blow

    J Blow Legend

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    I had one tell me once that the $7 fee per box was because it was leased equipment. At that point I thought it seemed like a good idea to point out that I have owned units on my account, since I should be able to save $7. He didn't really have an answer to that but knew I was still going to pay that $7.
     
  2. joshjr

    joshjr Hall Of Fame

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    Its a mirroring fee. They charge the fee even if you own your equipment. The perks are you are not in a commitment, you can dictate which equipment is active on your account, you can call to have it disconnected anytime without having to send it back, you can sell it at any time and last but not least, if you have the protection plan, defective equipment is swapped for new (new to you) owned equipment. In the end its worth it to me. My only commitments I get in now are either for free Sunday Ticket or for X amount off my bill and both are only for 1 year. I own all my receivers (all of them are DVRs) and that includes my HR44.
     
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  3. Rich

    Rich DBSTalk Club DBSTalk Club

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    Don't like writing the same thing over and over, but if D* had any kind of a decent training program we wouldn't have to go thru this.

    Rich
     
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  4. slice1900

    slice1900 Well-Known Member

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    That assumes they're hiring people smart enough to BE trained.
     
  5. Rich

    Rich DBSTalk Club DBSTalk Club

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    Here's the main thing I would like to see in any training program: If you don't know the answer seek help. Do NOT act as if you know the answer, seek help. I stressed this in every computer class I taught. How hard could it be to set up a training program for CSRs? Does D* hire these people and tell them to answer every question even if they haven't a clue? I kinda doubt that.

    Before the HRs came out, I spent a lot of time calling D* and was always puzzled by the lack of support. So puzzled I got into conversations about training with a few CSRs. Long story short, I got a call from a D* manager and was asked if I could setup a training program for CSRs. We had a good conversation and it went nowhere, but he did admit that they were having problems training the CSRs. Don't remember the conversation verbatim, was a long time ago, but they seemed lost.

    Rich
     
  6. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    There are too many incentives for taking care of callers quickly without asking for help (or waiting for an answer from a "supervisor" who may be skilled in motivating CSRs to speed up their call handling but not know any more than the initial CSR about the product).
     
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  7. Rich

    Rich DBSTalk Club DBSTalk Club

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    I get that, but it's not good for customers. It shouldn't be a case of "tell them anything that seems to make sense and get to the next sub".

    Rich
     
  8. CTJon

    CTJon Godfather

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    Name me a big company that has consistent great telephone customer service. Many of those jobs are quick turnover and aren't high paying. Do you suffer as a customer, sometimes, but. As far as explaining and understanding - many on this forum are very technical experts and they disagree often about details. These aren't simple subjects and are constantly changing environments.
     
  9. Rich

    Rich DBSTalk Club DBSTalk Club

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    Optimum. Their telephone support is better than most, I think. But you have a point. I gave up on calling Amazon, Sony, D* (I do call Retention from time to time), Panasonic, Toshiba (boy, is their support bad), Samsung, Roku (another big stinker)...I could keep going, the point I'm trying to make is D* is the only company I know of that takes blatantly misleading statements to this degree and that includes installers, CSRs and D* advertising. Maybe I'm too close to D*.

    Rich
     
  10. DishCSR

    DishCSR Godfather

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    Bingo, this is exactly the issue, get the customer off the phone as quickly as possible, average handle time is expected to be less than 2 minutes , if you consistently don't meet that metric, you get "disciplined" with a write up, bottom line is, it's all about the numbers and they can care less about the customers or accurate info being given
     
  11. DishCSR

    DishCSR Godfather

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    Also the csrs HAVE to pull a script and follow it exactly or guess what, you get written up, yes the same calls over and over and you have to follow the script EVERY TIME
     
  12. Bill Broderick

    Bill Broderick Icon

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    That one surprises me. I've had nothing but outstanding support whenever I've called Amazon.
     
  13. Rich

    Rich DBSTalk Club DBSTalk Club

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    Fluent in Spanish Bill? I couldn't understand them and they couldn't understand me. I tried chat and it is a bit better, but their level of comprehension is poor at best.

    Rich
     
  14. Rich

    Rich DBSTalk Club DBSTalk Club

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    Gotta ask. Who enforces these rules? Could it be D*? Is it their rules the CSRs have to go by? Does that make what we see so often the fault of the CSR or D*? Every once in awhile (I guess I don't understand "awhile" and "while", my grammar checker keeps correcting me) we see a post where the poster raves about D*'s service or the great telephone experience they had...that's pretty rare. Does D* know how misleading their rules have made the CSRs and do they care? I'd really like to see some evidence D*/ATT cares about customers.

    Rcih
     
  15. slice1900

    slice1900 Well-Known Member

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    Like most companies, they only care about customers to the extent it maximizes their profit. If providing class A customer service at a cost of an extra half billion a year led to enough additional customers to make more than a half billion in additional profit, they'd do it. The fact few companies have such great customer services shows it is a losing proposition for most - or at least they believe it to be.
     
  16. Bill Broderick

    Bill Broderick Icon

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    I've never had someone with a Spanish accent when I've called Amazon. The only accent that I've ever experienced that made me believe that I was speaking with someone offshore has been that Pennsylvania Dutch accent that they every seems to try to teach to offshore phone support people. It's the same accent that I hear whenever I speak with DirecTV CSR's (but more helpful). But, more often the accent sounds like I'm speaking to someone in America.
     
  17. Rich

    Rich DBSTalk Club DBSTalk Club

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    Can't be our locations, I've never spoken to anyone at Amazon who I thought was born in this country. Even using the chat option it's plain that the Amazon CSRs don't have English as a first language. But, I gave up on calling them some time ago, perhaps things have changed. And, since I stopped calling them I've found that calls aren't necessary.

    Rich
     

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