that is why you always, ALWAYS check your account online BEFORE you hang up with the CSR. If they give you credits, they will show up immediately in your recent activity. if you dont see them, do not hang up until they are there.
One caveat: If you are signed in to the web site while a change is made to your account, you must sign out and sign back in to see the changes under Recent Activity. (Simply make the CSR hold while you sign-in and out again.)dtrell said:that is why you always, ALWAYS check your account online BEFORE you hang up with the CSR. If they give you credits, they will show up immediately in your recent activity. if you dont see them, do not hang up until they are there.
you are correct drew.Drew2k said:One caveat: If you are signed in to the web site while a change is made to your account, you must sign out and sign back in to see the changes under Recent Activity. (Simply make the CSR hold while you sign-in and out again.)
No, it's a lack of training, communication and commitment to customer service.curt8403 said:this is truly a hotspot with directv and with CSRs. that is why some agents will flat out refuse to issue credits that are discretionary.
You may also want to send a letter to Ellen Filipiak, the DIRECTV VP of Customer Service.feeth said:Thanks guys for your advise. I have filed a complaint with the BBB.
feeth,feeth said:Thanks guys for your advise. I have filed a complaint with the BBB.
Actually I think the CSR's are like any other human, they are limited by the rules and system as to whats available at times. Other times some people are a better steward with their employers money than some. That said, if indeed this customer had those discounts on his account, it is in the records on his account and he should call not email. Email while nice to have in writing is not as smooth a negotiation.Ken S said:No, it's a lack of training, communication and commitment to customer service.
Should you be correct and DirecTV is making it policy to unilaterally reverse credits we might as well start the thread for the next class action lawsuit...because it won't be long in coming.
I truly hope you're incorrect.
Feeth -- If you want to file a complaint with an agency with real authority, as Ken says, don't waste your time with the BBB.Ken S said:feeth,
The BBB isn't the place to go...they may help, but you would probably be better served to go with a state agency.
First, though it is important that you try contacting DirecTV officially with a letter or email. Letter would be better with signature receipt.
Create a log of all your contacts with DirecTV on this matter.
I know filing a complaint with the BBB is easy and you can do it online...but that doesn't make it effective.