[timvan]

I ordered direct tv for my new home, which was installed on 9-29-06.
I then decided I wanted a hr20 dvr, in which I purchased at Circuit City on 11-19-2006. I had this receiver activated on 12-5-06 after 3 different installers came out. Before I purchsed the unit I spoke to direct tv about the $100 rebate, and was told by two different people that I was eligable for the $100 rebate as per offer #361-3.

Now I am trying to claim the rebate...this is what has happened so far:

CSR:"oh that rebate is only for a dvr, not a hd dvr"
me: "funny, why does it say HD DVR on the form?" please let me speak to someone that can help me"
CSR: "one moment"

10 minutes later.....

CSR: supervisor "this is because you are not a new customer"
me: "why am I told that I am a new customer everytime I call then?...may I speak to retention please?"
CSR: Supervisor "one moment"

retention: "yes, this is for new customers only"
me: "then why was I told, or lied to about this rebate by 2 different people"
retention: "I have no idea as to whom may have told you that, but there is nothing I can do"
me: "there has to be something you can do, after all I have been lied to by your company. You guys have to do better than this. Esp. after paying full price for a item that only works as it should part of the time."

and then I get the dial tone....THEY HUNG UP ON ME
I could see her disconnecting the call if I were cursing at her, or using obscenities...this was not the case.

This is not customer service. If I would treat my customers like that I would be out of buisness.

I am less than happy with this company at this point.
What should I do now?

 

[boba]

Nothing you were told the truth on your phone call the $100 rebate is for NEW CUSTOMERS ONLY you ceased to be a new customer 9/26/06. We have all had to learn the difference between a new and existing customer. The other thing to learn is your best upgrade offers will be if you call D* for their offer, 800-531-5000.

 

[timvan]

Nothing you were told the truth on your phone call the $100 rebate is for NEW CUSTOMERS ONLY you ceased to be a new customer 9/26/06. We have all had to learn the difference between a new and existing customer. The other thing to learn is your best upgrade offers will be if you call D* for their offer, 800-531-5000.

its not so much about the rebate as it is the way they treat customers...its only $100.00...

on another note, I did call the 800# to get the unit, just as many have and they did not have any to sell...so I asked if I purchased one at my local CC would it still be eligable and they said yes.

 

[ScoBuck]

its not so much about the rebate as it is the way they treat customers...its only $100.00...

on another note, I did call the 800# to get the unit, just as many have and they did not have any to sell...so I asked if I purchased one at my local CC would it still be eligable and they said yes.

Wow - that's way too general a comment IMO. I have been with DirecTV for 5 years now, have had many, many conversations with CSR's and believe that the overwhelming majority are trying to be courteous, informative, nice, etc. There have been only a couple of people that I believe have not handled things correctly.

But guess what, no different than any other company today. There are thousands of CSR's, each with own personality. There is NO WAY I BELIEVE that DirecTV as a company would intend to give out incorrect info, or treat customers rudely (but unfortuanately it does happen).

 

[cbeckner80]

its not so much about the rebate as it is the way they treat customers...its only $100.00...

on another note, I did call the 800# to get the unit, just as many have and they did not have any to sell...so I asked if I purchased one at my local CC would it still be eligable and they said yes.

I find it interesting that they always have their "NOTES" in the computer file until it benefits the customer.:nono: :nono2:

 

[Upstream]

timvan -- it is called CSR roulette.

DTV CSRs try to be helpful, but too many are so poorly trained that they give out misleading or false information.

Call back again, and politely explain the problem to the CSR who answers the phone. If they can't help, refuse to help, or don't know how to help, politely ask them to escalate the call.

If that doesn't work, take another spin of the roulette wheel. Call again.

Be careful to avoid "hot" words. Don't say that they "lied" to you. Explain what you were told by the CSRs previously. When they tell you the offer is only for "new" customers, tell them that you understand that now, but when you called back in November (within 50 days of activating your service), you were told that you qualify for the offer, and you had no way of knowing what the CSR told you was incorrect.

 

[ScoBuck]

I find it interesting that they always have their "NOTES" in the computer file until it benefits the customer.:nono: :nono2:

By gosh - it is so BOGUS to say they "always" have their "NOTES" in the computer file until it benefits the customer.

This really does imply a DEFINITE CORPORATE STRATEGY to lie/mislead customers. YOU ARE DEAD WRONG ABOUT THIS. How do I know, my cousin is a CSR, she knows the goods and the bads, but NEVER is there any INTENT or effort made to lie/mislead deliberately based on ANY COMPANY directive.

You should stop slingling this garbage.

What is true is that some CSRs don't enter correct/full notes, or some that don't care. It is NOT true for the majority, NOT EVEN CLOSE.

 

[Budget_HT]

In my experiences during my 6 years with DirecTV, I have had three general types of problems when tryinig to work with CSRs:

1. The CSR lacks adequate information to assist me with my problem. This is likely somewhere between a lack of training issue and/or a lack of access to needed information.

2. "This is the first time we have heard of this problem" is an unwelcome response when I know that many folks have already reported this problem before I realized I had the same problem. In this case, it appears to me that the CSR is a victim of inadequate tracking and correlation of customer reports as needed to see trends and widespread problems.

3. "Your rebate is still being processed, although I cannot see that pending activity in my system. No, I cannot tell you when to expect a check or credit on your account." My last rebate required my escalation to the executive offices for resolution after six months of monthly calls requesting status. This was a $200 rebate that several CSRs attempted to "kick in the butt" but the rebate process was way beyond their reach. They tried posting detailed contact notes and following up with an email to the specialists processing the rebates, apparently all to no avail. Again the CSRs have the thankless job of patiently and politely listening to a customer calling in for the 5th or 6th time to try to get a 6-month-old problem resolved.

I have multiple HD and SD DirecTV DVRs and STBs, and I have had my share of problems and a few replacement boxes. Every CSR and tier 2 support person I have spoken with was polite, even when I was irate and out of line with my emotions (later in the call I apologized when I settled down).

I agree with ScoBuck. The CSRs themselves are not the major problem. They are often victimized by the root problems just like we are. Sure, there are a few CSRs who are sometimes out of line, but in my experience those incidents are likely rare. The real test for a CSR is how they react to an irate customer who is screaming at them instead of clearly communicating their problems.

 

[zipbags]

They definitely take notes. I was having a problem with my HDdvr install. When I called back later in the day. The csr was surprised how long the notes on the order were. And with regards to remembering only the things that help them. I was charged for the HDdvr. When it should have been free. She checked the retention notes and saw that it should have been no charge.

 

[ScoBuck]

They definitely take notes. I was having a problem with my HDdvr install. When I called back later in the day. The csr was surprised how long the notes on the order were. And with regards to remembering only the things that help them. I was charged for the HDdvr. When it should have been free. She checked the retention notes and saw that it should have been no charge.

They take notes for sure. But what they note is the issue. They note what they feel is important. When I want to make sure that the notes reflect the conversation what I do is ask them to read me what they have put in before I end the call. They have ALWAYS accomodated me, and as a result when I have called back, I know what it says in the notes. Since doing this I have NEVER had a problem of this type.

They offer something for free, make sure its in the notes, and ask them to read the notes back to you so you hear it for yourself!