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Why is every contact with DTV CS like pulling teeth?

Discussion in 'DIRECTV General Discussion' started by bones boy, Aug 4, 2008.

  1. Aug 4, 2008 #1 of 18
    bones boy

    bones boy Godfather

    Aug 25, 2007
    Okay - here goes.

    Called DTV last week to upgrade old HR10 to HR2x. Won't upgrade, have to purchase "leased receiver" for $99. (Another story.) Oh well.

    Received reconditioned HR21 with nothing in the box except DVR, remote and access card. No BBCs, no HDMI cable, no power cord, no component cables, no manual, etc. Stomach starts to hurt.

    Called same number I placed the order with. Hold for 18 minutes. Friendly CS rep says she cannot help me procure needed materials. If the box was "drop shipped" to me it needs to be handled by Protection Plan. She transfers me.

    Hold for 9 minutes.

    Talk to Protection Plan folks and explain my problem. She says what the first lady told me is not true, Protection Plan cannot help me. She transfers me back to first folks.

    Hold for 12 minutes. Am memorizing Peyton Manning diatribes word-for-word.

    Talked to another friendly CS. She sounds very knowledgeable. Doesn't tell me she can't help me. She's going to go find out what to do. Back on hold for another 8 minutes. Total elasped time so far about 56 minutes.

    CS comes back on - will ship out BBCs but they no longer ship out HDMI cables with their boxes (!). She offers me a $25 credit for the HDMI cable. I'm more concerned about the power cable. Places me back on hold for about 3 minutes. Comes back and says she will just send another unit with a technician. So much for $25 credit. Whoops, ordering system not working. "Acting ornery". Back on hold for 9 minutes. Battery on cordless phone dies, have to get extension phone. Darn have lost rolling on-phone time. Hate to calculate! 18 plus 12, add 3, carry the five...

    CS comes back, she can't place the replacement order, I have the Protection Plan so she has to transfer me back to Protection Plan folks to place the replacement DVR order, CS updates the account and transfers me, yippee!

    Hold for 6 minutes. Grand total so far 94 minutes. Gregarious CS answers the phone, asks me How am I doing? He reads notes, appears to understand what is happening. Has me on hold while he reads the notes on the account. Says 2-3 minutes, actually was about 5. Stomach on full churn right now. CS comes back, needs to activate the new DVR before he can process the replacement. Give him receiver ID and he tries to activate, not working. Hold for about 3 minutes, gets it activated, now placing order for replacement DVR. On phone with CS for about 6 minutes in complete silence. Finally says the order is placed and to return the DVR (that I'm sure works fine) in the box upon receipt.

    Total time, just 9 minutes short of 2 hours.

    I SO love DTV - very nice people on the phones - wish they could get their systems/info sharing worked out.
  2. Aug 4, 2008 #2 of 18

    tcusta00 Active Member

    Dec 31, 2007
    :eek2: That's horrible!! I hope you get up and running soon.
  3. Aug 4, 2008 #3 of 18

    dcowboy7 Hall Of Fame

    May 22, 2008
    Pequannock, NJ
    ill be there all season long....will u ?
  4. Aug 4, 2008 #4 of 18

    JLW Cool Member

    May 15, 2008
    Urge to kill rising.........
  5. Aug 4, 2008 #5 of 18

    GregLee Hall Of Fame

    Dec 28, 2005
    That's something, anyway. I enjoyed your very amusing account, if that's any consolation.
  6. Aug 4, 2008 #6 of 18

    FlBillsfan Legend

    Apr 22, 2008
    I don't understand the deal about the protection plan. It does not sound to me like it was a replacement that would fall under the protection plan. If you own the old HD TIVO you should be able to sell it on E BAY for $50-$75, if you don't keep using it yourself.
  7. Aug 4, 2008 #7 of 18

    Argee Legend

    Oct 16, 2006
    If you had no power cord for the receiver how did they "activate" it?
  8. Aug 4, 2008 #8 of 18

    EVAC41 Legend

    Jun 27, 2006
    Around and around the circle we go. Does it stop no one knows. :lol:

    Not until you get someone who actually knows what they are doing. Happened to me. When I got directv and was supposed to have NASCAR hotpass. Wanted to watch the race. Tells me I need to order it. So I call and CSR tells me that she cannot put it on since my order has all ready been completed (Got the Fall offer which included NFL gamepass and Nascar Hotpass for 74.99 for four months which included the DVR service. If she puts it on I would have to pay for it. So I called the company that installed the dish and he told me that he would take care of it. After a couple of hours he calls me back and let me know he had to go thru 5 CSRs until he got the right one that knew about the fall offer. The 5 CSRs never even knew about the offer. I'm am thinking that communication is lacking in both D* and E*.... These new and future package programs should come up letting the CSRs know about them when they login to their system. I know when I login to our system at work it tells us and news that we should know about.
  9. Aug 4, 2008 #9 of 18

    Mertzen Hall Of Fame

    Dec 8, 2006
    You can activate a receiver without it being plugged in. Once you do plug it in it won't really be active though.
  10. bones boy

    bones boy Godfather

    Aug 25, 2007
    Really - it's not so bad. The folks on the phone were quite nice. That's in complete contrast to the local cable company, where they were just as misinformed and arrogant as you-know-what. Will NEVER go back to cable.
  11. kaysersoze

    kaysersoze Duplicate User (Account Closed)

    Feb 28, 2006
    The problem is Directv has recently "realigned" the call types, so no one has a clue what the hell anyone else can do.

    The funny thing is the changes were implemented to help with the customer experience and thus help with the JD Power rankings. Maybe in a year or two this will be the case.
  12. curt8403

    curt8403 Hall Of Fame

    Dec 27, 2007

    I think that most CSRs are also trained as Dentists, and so talking to them feels like getting your teeth pulled.
  13. RobertE

    RobertE New Member

    Jun 9, 2006
    Since the 21 series uses the two prong plug, the OP could have used the one from his Tivo as well as the component cables. All the OP would have needed then was the BBCs.

    Oh well.
  14. bones boy

    bones boy Godfather

    Aug 25, 2007
    You're right, but I own my Tivo unit. The HR2x was not an free upgrade, I paid for it too (lease). If I decide to sell or use the Tivo in another room it should be a complete setup, right? I mean I did pay $499 for it (although two yrs ago).
  15. thebeev

    thebeev New Member

    Aug 4, 2008
    dang, sorry to hear about that. And I thought I had issues like that with Dell on the phone
  16. bigboyman2

    bigboyman2 Guest

    May 6, 2008
    Besides all that, they took out the "Transfer to Protection plan". They labled it "Transfer to Technical support". The system is supposed to recognise whether or not you have the protection plan, and transfer approptriately. Mutiple things wrong with that.

    1. No one I've transferred with that tranfer to tech support button, when they had the protection plan, has ever reached the protection plan. I've looked up later if they got the issue resolved, and I see 3-odd more transfers to protection plan. I'd transfer through the hard phone (i.e. not the system), but we get penalized for doing so.

    2. Even if they system did automatically choose, people coming through the automated system that didn't pull up their account (wrong number, system didn't undertand them), will not be transferred to tech support anyway, since it has no account to transfer.

    So, yeah, that's where some of that extra time comes from. Good system, but it has its faults. All the freaggin' time....

    Sorry aboutt he rant :D
  17. RobertE

    RobertE New Member

    Jun 9, 2006
    Of course you would want a complete setup.

    But if you had used the Tivo power cord you could have been up and running immediately (relatively anyway).

    A replacement power cord can be had at Radio Shack for around $5.

    BBCs would have been shipped to you for no charge.

    Just my take on things.
  18. Alan Gordon

    Alan Gordon Chancellor

    Jun 7, 2004
    Dawson, Georgia
    Pretty much every contact I've had with DirecTV have been pleasant.

    Back when I had DirecTV via Pegasus however...


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