DirecTV Called to Check...

1136 Views 5 Replies 6 Participants Last post by Doug Brott, Sep 26, 2008

smiddy

Discussion Starter · Sep 26, 2008

I have read these types of post before and I was perhaps a little skeptical. But tonight it happened to me. I received a call to check to see that my DVR was receiving signals ok since it seems they received a report that my HR20-700 wasn't doing to well. I explained I test these puppies all the time, being an avid participant in the Cutting Edge and have done multiple field trials. The lady was very pleasant and seemed very concerned that I may be having problems. So I walked her through the satellite signals I was receiving going through all the satellites and the individual tuners (most everything was in the mid-high 90's, except spotbeams on 99). I also went through my SWM setup with her. She acknowledge all seems well and that if I did get any problems to contact them for a free service call. We exchanged pleasantries and ended the call.

I like this approach to proactive customer service. The only other instance of this I can consider close is my OnStar which recognizes when I need service on my vehicles...which is automated, and nobody calls me. This was an actual person ready and willing to help me fix a potential problem without my initiation of it. This is good stuff!

BTW, I am well past my two year commitment and I didn't intend to go anywhere else, but things like this solidify my loyalty to what I surmount to be an awesome service which I and my family thoroughly enjoy! Good job DirecTV!

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msmith

· #2 · Sep 26, 2008

I got one of these calls last night as well.

My 99(c) signals were in the upper 70's and low 80's, so they scheduled a visit for next Wednesday to re-aim the dish. The woman on the phone never mentioned a cost - I don't have the Protection Plan so they'd better not try to charge me later.

My wife was really concerned that this was a scam, and that I didn't give out any numbers from our receiver (like the serial number or access card). They never asked for those - just the version (and I had to explain that I'm involved in the CE program).

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videobruce

· #3 · Sep 26, 2008

This 'CE' you speak of, is it some 'test' program?

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petergaryr

· #4 · Sep 26, 2008

videobruce said:
This 'CE' you speak of, is it some 'test' program?

http://www.dbstalk.com/forumdisplay.php?f=118

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bnglbill

· #5 · Sep 26, 2008

smiddy said:
I have read these types of post before and I was perhaps a little skeptical. But tonight it happened to me. I received a call to check to see that my DVR was receiving signals ok since it seems they received a report that my HR20-700 wasn't doing to well. I explained I test these puppies all the time, being an avid participant in the Cutting Edge and have done multiple field trials. The lady was very pleasant and seemed very concerned that I may be having problems. So I walked her through the satellite signals I was receiving going through all the satellites and the individual tuners (most everything was in the mid-high 90's, except spotbeams on 99). I also went through my SWM setup with her. She acknowledge all seems well and that if I did get any problems to contact them for a free service call. We exchanged pleasantries and ended the call.

I like this approach to proactive customer service. The only other instance of this I can consider close is my OnStar which recognizes when I need service on my vehicles...which is automated, and nobody calls me. This was an actual person ready and willing to help me fix a potential problem without my initiation of it. This is good stuff!

BTW, I am well past my two year commitment and I didn't intend to go anywhere else, but things like this solidify my loyalty to what I surmount to be an awesome service which I and my family thoroughly enjoy! Good job DirecTV!

In theory, it's a good practice but DirecTV is stumbling with the implementation and follow through. The problems tend to begin after they call you and there actually is a problem that they need to send a tech out for...

http://www.dbstalk.com/showthread.php?t=139569