Tell them that you are still having break ups while on the call and that the silly reboot procedure they have you do yield no results.
Directv Protection Plan HELP
I called yesterday to report issues that I have been having with the signal strength on sat 103 (c) transaponders. All 1-8 & 9-14 are showing up with 50-59% signal strength. I informed the D* tech on the phone that whenever I get rain (and not hard rain) I loose my HD channels in the living room and both my DVR in one room and the R12 in another go out. The weird thing is that my living room HR20 still has the SD channels when this happens. The tech told me that I would expect to loose my HD channels in a rain storm, and I get that. But it does'nt explain why my other boxes go out. She expalined, it could be that I am getting water on the cables or they might be loose. The bottom line was that if the issue was not happening per the call and they could not troubleshoot it "no go" on sending someone ou to fix it. Now keep in mind that the signal %'s I gave above were %'s as of yesterday with a clear sky. I called twice and got the same story. They would send someone only after they could not resolve the issue over the phone. Help!!! What do I do next?
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Thanks, they won't be able to teel if I am lying?
Do you have the protection plan and they are not wanting to help you or are you asking if this is a problem that makes you wish you had the protection plan?
If you have the plan I would either stay on the line and refuse to take the "no go" for service call as an option. Ask to speak with the techs supervisor or someone higher up the food chain than the first live voice that said no.
If that did not work I would call back and say anthing except "yeah its working right now but......" I would say I no longer have service, it says searching for sat and I'm not paying my monthly bill or I am disputing it if I am charged for any additional service. Now please submit a service ticket, give me a reference number and you're name for this call, and let me know when I can expect a technician at the house.
All that being said have you checked any of the connectors to ensure all of them are tight between the dish and the suspect TV(s)? Sometimes the voices on the line do have a point.
If you have the plan I would either stay on the line and refuse to take the "no go" for service call as an option. Ask to speak with the techs supervisor or someone higher up the food chain than the first live voice that said no.
If that did not work I would call back and say anthing except "yeah its working right now but......" I would say I no longer have service, it says searching for sat and I'm not paying my monthly bill or I am disputing it if I am charged for any additional service. Now please submit a service ticket, give me a reference number and you're name for this call, and let me know when I can expect a technician at the house.
All that being said have you checked any of the connectors to ensure all of them are tight between the dish and the suspect TV(s)? Sometimes the voices on the line do have a point.
You could also call back when it's raining.
I have the protection plan. They are not willing to help me as the problem I am having was not current while on the phone.capecodsooner said:Do you have the protection plan and they are not wanting to help you or are you asking if this is a problem that makes you wish you had the protection plan?
If you have the plan I would either stay on the line and refuse to take the "no go" for service call as an option. Ask to speak with the techs supervisor or someone higher up the food chain than the first live voice that said no.
If that did not work I would call back and say anthing except "yeah its working right now but......" I would say I no longer have service, it says searching for sat and I'm not paying my monthly bill or I am disputing it if I am charged for any additional service. Now please submit a service ticket, give me a reference number and you're name for this call, and let me know when I can expect a technician at the house.
All that being said have you checked any of the connectors to ensure all of them are tight between the dish and the suspect TV(s)? Sometimes the voices on the line do have a point.
Oh, and my dish is on top of my roof 25ft up and I don't have a ladder to get to it.
Well i had a similar situstion after intial install, i called for a realignment, but told them the signals were much lower than they were and I lost my locals(that was true), of course the date they could come out was not for 4 days. i ended up doing it myself, but seeing your dish is way up..that is not an optionstblake10 said:I have the protection plan. They are not willing to help me as the problem I am having was not current while on the phone.
Here's a link to the terms of the legal contract that you and D* have agreed to when you purchased the PP:
http://www.directv.com/learn/pdf/DirecTV_service_contract_v4.pdf
Call back and demand a repair. If the CSR still won't send someone, then refer to this paragraph:
What Is Covered: The Plan covers parts and labor costs resulting from a breakdown of the product, and/or normal wear and tear, including those manifesting from power surges. Re-alignment after a successful installation and all associated cabling switches are also covered under this Plan. We will either provide for the repair of your product or reimburse you for authorized repairs to the product.
Tell them you have an alignment problem and you want it corrected. If that does not work, continue to escalate the issue. 50-59% signal strength on a clear day with no obstructions is NOT acceptable.
http://www.directv.com/learn/pdf/DirecTV_service_contract_v4.pdf
Call back and demand a repair. If the CSR still won't send someone, then refer to this paragraph:
What Is Covered: The Plan covers parts and labor costs resulting from a breakdown of the product, and/or normal wear and tear, including those manifesting from power surges. Re-alignment after a successful installation and all associated cabling switches are also covered under this Plan. We will either provide for the repair of your product or reimburse you for authorized repairs to the product.
Tell them you have an alignment problem and you want it corrected. If that does not work, continue to escalate the issue. 50-59% signal strength on a clear day with no obstructions is NOT acceptable.
You could do a little something to make sure the signals were bad at the time of the phone call...loose connectors, etc. Then put it back before the repairman gets there.
Thank you everyone for your help. I will call them today and report back on the issue.
The really unfortunate part of this whole thread is having to do something special to get DirecTV to perform their contractual obligation. I've recently become convinced they are purposely shirking responsibilities and are hiding behind layer upon layer of supervision. I've almost had enough.
My question to the CSR was "if I am having the problem and the fix might be realigning the dish or tightening the bolts. How can this be solved over the phone with a troubleshoot?" No answer.
Don't blame the CSRs really. They just read off a flowchart.stblake10 said:My question to the CSR was "if I am having the problem and the fix might be realigning the dish or tightening the bolts. How can this be solved over the phone with a troubleshoot?" No answer.
So should he blame the person who created the flowchart or the person who told the CSR that you can't make intelligent deviations from the flowchart?Mertzen said:Don't blame the CSRs really. They just read off a flowchart.
Make sure you're call the protection plan phone number (I don't have it handy). Report that you are losing service quite often and request they honor their agreement and send someone out to fix the issue. If that doesn't get you a service appointment send an email to their customer service group with the same request. Specify that you have the protection plan. Be polite but persistent with DirecTV.
Yup, and they can blame they guy who came up with CSR flowcharts :hurah:Upstream said:So should he blame the person who created the flowchart or the person who told the CSR that you can't make intelligent deviations from the flowchart?
To reach the PP department, call (888) 667-7463
Thank you I will call them.
I called once and got the same story so the second time I called I had to lie and say it was happening right then. They went through the trouble shooting script and then said OK. I'm sure they get a lot of calls from folks where a service call or a receiver replacement is not needed. They have to treat us all like newbies.
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