Once they get their problems fixed with their sub-contractors, which I understand they are working hard to do, most of these lack of coordination issues should decrease. I too, had one of those calls but declined service as I knew I had no problems.
Directv is not organized enough to be proactive
I received a call from Directv on Friday 9/12 telling me that my box reported a problem with signal strength and that they wanted to send a technician out for free. I said Ok and scheduled it for Monday 9/15. I got a call on Sunday afternoon from the tech saying he was on his way. I said it is supposed to be on Monday but I'm here so ok. He got to the house and asked what problems I was having. I explained that I really wasn't having problems but that directv called me and said my signals were low. He said ok well, since you are not having any problems, there's nothing I can do and he left. About 15 minutes later, his dispatcher called me and asked if I wanted to cancel the call. I said, I don't know, directv called me and said I have a problem with my signals. She argued with me and said that could not have happened but she will check with directv and get back to me. What a joke this has been and I fully expect to have a charge for this on my next bill to.
Being proactive is great, if you are organized enough to do it right and Directv is NOT! :nono2:
Being proactive is great, if you are organized enough to do it right and Directv is NOT! :nono2:
1 - 20 of 109 Posts
How big is your companyAirRocker said:
There are approx 300 CSRs per center, just for DirecTV. Some have many, many more (like Oklahoma and Colorado), some have a bit less.
So, a couple thousand people, spread across the states, mexico, and phillipines.
Not all of them are DirecTV centers, some are outsourced (Convergys, etc).
Getting the info spread out isnt as simple as a couple team meetings. The info slowly trinkles down the grapevines, AND, not everyone pays attention either. Be it the manager for one of the outsourced centers not passing the word on, or one of the CSRs not listening/late that day/what-not when the Supervisor tells everyone.
My company has about 500 employees and uses a neat little tool called email...CJTE said:How big is your company
There are approx 300 CSRs per center, just for DirecTV. Some have many, many more (like Oklahoma and Colorado), some have a bit less.
So, a couple thousand people, spread across the states, mexico, and phillipines.
Not all of them are DirecTV centers, some are outsourced (Convergys, etc).
Getting the info spread out isnt as simple as a couple team meetings. The info slowly trinkles down the grapevines, AND, not everyone pays attention either. Be it the manager for one of the outsourced centers not passing the word on, or one of the CSRs not listening/late that day/what-not when the Supervisor tells everyone.
If something important needs to be made known to every employee, it can be done with two clicks of the mouse...And as far as the outsourcing goes... that's for another thead...
OK D* did send the guy if you weren't articulate enough to explain that the signals needed to be addressed why is it D*'s fault?bnglbill said:I received a call from Directv on Friday 9/12 telling me that my box reported a problem with signal strength and that they wanted to send a technician out for free. I said Ok and scheduled it for Monday 9/15. I got a call on Sunday afternoon from the tech saying he was on his way. I said it is supposed to be on Monday but I'm here so ok. He got to the house and asked what problems I was having. I explained that I really wasn't having problems but that directv called me and said my signals were low. He said ok well, since you are not having any problems, there's nothing I can do and he left. About 15 minutes later, his dispatcher called me and asked if I wanted to cancel the call. I said, I don't know, directv called me and said I have a problem with my signals. She argued with me and said that could not have happened but she will check with directv and get back to me. What a joke this has been and I fully expect to have a charge for this on my next bill to.
Being proactive is great, if you are organized enough to do it right and Directv is NOT! :nono2:
Yes D* like any big company needs to work on its internal communications. The company I work for is every bit as geographically diverse as D* is. Even if the CEO sends an email out that has a subject of
URGENT Management Bonus Program
There is no guarantee in any large company it will be read.
how long ago did you have this Install or UPGRADE done, you could be the Installation Verification auto generating the SERVICE HEALTH service call.bnglbill said:I received a call from Directv on Friday 9/12 telling me that my box reported a problem with signal strength and that they wanted to send a technician out for free. I said Ok and scheduled it for Monday 9/15. I got a call on Sunday afternoon from the tech saying he was on his way. I said it is supposed to be on Monday but I'm here so ok. He got to the house and asked what problems I was having. I explained that I really wasn't having problems but that directv called me and said my signals were low. He said ok well, since you are not having any problems, there's nothing I can do and he left. About 15 minutes later, his dispatcher called me and asked if I wanted to cancel the call. I said, I don't know, directv called me and said I have a problem with my signals. She argued with me and said that could not have happened but she will check with directv and get back to me. What a joke this has been and I fully expect to have a charge for this on my next bill to.
Being proactive is great, if you are organized enough to do it right and Directv is NOT! :nono2:
If DirecTV is like the two cable companies I've worked for (Adelphia and Comcra...er, Comcast) then the lowest level employees have no e-mail access. That would be reserved for supervisors and above.AirRocker said:My company has about 500 employees and uses a neat little tool called email...
Do supes actually "tell" them or are they just required to read it online with all the training updates?
CJTE said:How big is your company
There are approx 300 CSRs per center, just for DirecTV. Some have many, many more (like Oklahoma and Colorado), some have a bit less.
So, a couple thousand people, spread across the states, mexico, and phillipines.
Not all of them are DirecTV centers, some are outsourced (Convergys, etc).
Getting the info spread out isnt as simple as a couple team meetings. The info slowly trinkles down the grapevines, AND, not everyone pays attention either. Be it the manager for one of the outsourced centers not passing the word on, or one of the CSRs not listening/late that day/what-not when the Supervisor tells everyone.
So you're telling me that you think it's ok for your X Million customers to receive everything from slightly inaccurate information to completely made-up BS because it's "hard to get the correct information out"? Calling DirecTV is a Joke! The very idea that everyone who has called them enough times knows that you can just call right back and get a different answer should be horrifying to the management. The number of times I've called and been told something that I knew for a fact was made-up on the spot... I'd never do business with them if the cable company wasn't the only real alternative.
CJTE said:How big is your company
There are approx 300 CSRs per center, just for DirecTV. Some have many, many more (like Oklahoma and Colorado), some have a bit less.
So, a couple thousand people, spread across the states, mexico, and phillipines.
Not all of them are DirecTV centers, some are outsourced (Convergys, etc).
Getting the info spread out isnt as simple as a couple team meetings. The info slowly trinkles down the grapevines, AND, not everyone pays attention either. Be it the manager for one of the outsourced centers not passing the word on, or one of the CSRs not listening/late that day/what-not when the Supervisor tells everyone.
1 - 20 of 109 Posts
