brutal....good luck.
Directv Tech fiasco with alignment
Hey Everyone,
With 99 coming on-line and 103 already out there, I had issues with my signal strength. I had the Directv people come out a few weeks ago to fine tune those two satellites (I was getting 60's/70's on 103, which I have never called about, and 40's to 70's on 99, with the majority in the 60 and low 71 range). The Directv people came and told me that they align using 101 and 119 and could do nothing about 99 or 103, and besides, nothing was ever going to be on 99 anyway. Since then I have learned they are full of crap, so I called Directv today to demand the previous people or someone who knows what the hell they are doing, come out and properly align my dish. Here is my conversation with Directv. I think you will find it very funny, and telling about what the hell is going on in Directv tech support:
The first CSR was very polite, understood my issue, and said they would set up an appointment to get the issue resolved, but had to to transfer me to tech support first. So I get transferred to tech support, and get someone with a major attitude problem who's answers showed she should not be working in Tech. Here is a synopsis of our conversation.
Tech: Directv, what is your phone number?
Me: (I didn't understand her Q) I'm sorry, what was that?
Tech: WHAT IS YOUR PHONE NUMBER (I am serious, she nearly screamed it).
Me: Gave phone number
Tech: What is your problem?
Me: (I described my situation)
Tech: Are you having a problem RIGHT NOW?
Me: No, but i have had rain fade and the new channels are coming on-line, and some are already on 99c, and I had people out who did not fix the issue, so I want them back out if they are capable of fixing it.
Tech: Why are you calling if you have no issue now?
Me: (I repeat what I just said).
Tech: There are no channels on 99 and wont be for some time.
Me: Yes there are, there is TNT, ABCF, and others, including several PPV channels.
Tech: Where did you get your information?
Me: From DBS Talker and other sources. My other sources for other information includes your own forum on your website.
Tech: (sighs) Whatever, I am not going to argue with you over this.
If you are getting signals in the 60's on HD channels and 70's on SD, you are fine.
Me: (I explain why she is incorrect, including her own forum on the directv website.)
Tech: There isn't even a 99c, there is only 99a and b.
Me: No, 99a and b are for people without a DVR, mine is 99c as I have an HD DVR.
Tech: Well they never tell us when they put up another satellite, they must have put up 99c after a and b.
Me: They are the same satellite, just in the 99 postition.
Tech: Well, the last satellite we put up was 101, and all your channels are on 101.
Me: No, I don't know when they put up 101, but it was there several years ago when I joined Directv, then last year they put up D10 which is 103c, and this year they put up D11, which is 99c.
Tech: Nevermind, I'm not going to argue with you, what do want me to do?
Me: Well, I expect for the people who came out last time to come out and fine tune my dish so I get signals at least in the 80's on 103 and 99. I would do it myself, but I don't have a meter, and besides they need to complete the job they came to do. If those people are unable to do the job, then I expect you to send out someone who can do the job, or, quite frankly, I will moving my business to Dish Network.
Tech: Let me get my book.
Then we set up a time for Saturday. Maybe it is just me, but I expect for installers to know how to properly align a dish, and I expect techs at Directv to know what the heck is going on in regards to their own satellites.....but then maybe I am expecting too much. Anyway, I will let you all know what happens after my Saturday appointment.
With 99 coming on-line and 103 already out there, I had issues with my signal strength. I had the Directv people come out a few weeks ago to fine tune those two satellites (I was getting 60's/70's on 103, which I have never called about, and 40's to 70's on 99, with the majority in the 60 and low 71 range). The Directv people came and told me that they align using 101 and 119 and could do nothing about 99 or 103, and besides, nothing was ever going to be on 99 anyway. Since then I have learned they are full of crap, so I called Directv today to demand the previous people or someone who knows what the hell they are doing, come out and properly align my dish. Here is my conversation with Directv. I think you will find it very funny, and telling about what the hell is going on in Directv tech support:
The first CSR was very polite, understood my issue, and said they would set up an appointment to get the issue resolved, but had to to transfer me to tech support first. So I get transferred to tech support, and get someone with a major attitude problem who's answers showed she should not be working in Tech. Here is a synopsis of our conversation.
Tech: Directv, what is your phone number?
Me: (I didn't understand her Q) I'm sorry, what was that?
Tech: WHAT IS YOUR PHONE NUMBER (I am serious, she nearly screamed it).
Me: Gave phone number
Tech: What is your problem?
Me: (I described my situation)
Tech: Are you having a problem RIGHT NOW?
Me: No, but i have had rain fade and the new channels are coming on-line, and some are already on 99c, and I had people out who did not fix the issue, so I want them back out if they are capable of fixing it.
Tech: Why are you calling if you have no issue now?
Me: (I repeat what I just said).
Tech: There are no channels on 99 and wont be for some time.
Me: Yes there are, there is TNT, ABCF, and others, including several PPV channels.
Tech: Where did you get your information?
Me: From DBS Talker and other sources. My other sources for other information includes your own forum on your website.
Tech: (sighs) Whatever, I am not going to argue with you over this.
If you are getting signals in the 60's on HD channels and 70's on SD, you are fine.
Me: (I explain why she is incorrect, including her own forum on the directv website.)
Tech: There isn't even a 99c, there is only 99a and b.
Me: No, 99a and b are for people without a DVR, mine is 99c as I have an HD DVR.
Tech: Well they never tell us when they put up another satellite, they must have put up 99c after a and b.
Me: They are the same satellite, just in the 99 postition.
Tech: Well, the last satellite we put up was 101, and all your channels are on 101.
Me: No, I don't know when they put up 101, but it was there several years ago when I joined Directv, then last year they put up D10 which is 103c, and this year they put up D11, which is 99c.
Tech: Nevermind, I'm not going to argue with you, what do want me to do?
Me: Well, I expect for the people who came out last time to come out and fine tune my dish so I get signals at least in the 80's on 103 and 99. I would do it myself, but I don't have a meter, and besides they need to complete the job they came to do. If those people are unable to do the job, then I expect you to send out someone who can do the job, or, quite frankly, I will moving my business to Dish Network.
Tech: Let me get my book.
Then we set up a time for Saturday. Maybe it is just me, but I expect for installers to know how to properly align a dish, and I expect techs at Directv to know what the heck is going on in regards to their own satellites.....but then maybe I am expecting too much. Anyway, I will let you all know what happens after my Saturday appointment.
1 - 20 of 45 Posts
Thanks.dcowboy7 said:brutal....good luck.
See the thread This is how directv hires CSRs, which details the program in PA for staffing the tech support function for Protection Plan subscribers. Fortunately, at least one of them is a member here. Hope he or she spreads the word about DBSTalk.com to their associates....
I've had a similar situation with an alignment. The tech, who was a very nice guy, just kept talking about 103 and how that's where all the HD is. I didn't feel like explaining it to him. Now I have my own personal case manager at Directv and a service call tomorrow in which I was promised a senior tech or supervisor must attend the service call. This should be fun :nono:
I have found it works best, when I do have to talk to the CSRs, to just act sorta dumb and not try to be smart. Usually gets me further for some reason. For example when I called to order my AM21 I just asked that I wanted OTA on my HR21 and had heard a device came out to allow me to do so. The CSR happily informed me about the AM21 and one was ordered up within a few minutes 
But I have not called in very often either as I do most of the work myself. I have found some of Directv's CSRs to be lacking knowledge at times (even the CSR I talked to about the AM21 had to ask a supervisor first), but usually if you are nice they will get what you need eventually.
But I have not called in very often either as I do most of the work myself. I have found some of Directv's CSRs to be lacking knowledge at times (even the CSR I talked to about the AM21 had to ask a supervisor first), but usually if you are nice they will get what you need eventually.
OMG, I never believe it if your thread didn't have proof. What are they thinking?K4SMX said:See the thread This is how directv hires CSRs, which details the program in PA for staffing the tech support function for Protection Plan subscribers. Fortunately, at least one of them is a member here. Hope he or she spreads the word about DBSTalk.com to their associates....
lol, I know your feeling. I can just imagine the attitude the techs will have when come back to my place on Saturday, after basically telling Directv they were incompetent. But what are you going to do?? And if I get more "crap" about how signals in the 60's are fine, or that 99 wont have programming for many years, or any other b.s., I am just going to blow a gasket. I am the customer, not their trainer.Kenkong586 said:I've had a similar situation with an alignment. The tech, who was a very nice guy, just kept talking about 103 and how that's where all the HD is. I didn't feel like explaining it to him. Now I have my own personal case manager at Directv and a service call tomorrow in which I was promised a senior tech or supervisor must attend the service call. This should be fun :nono:
I just hope they have meters that can read the new satellites.studdad said:lol, I know your feeling. I can just imagine the attitude the techs will have when come back to my place on Saturday, after basically telling Directv they were incompetent. But what are you going to do?? And if I get more "crap" about how signals in the 60's are fine, or that 99 wont have programming for many years, or any other b.s., I am just going to blow a gasket. I am the customer, not their trainer.
When they come over, show them on your TV the signal readings, using the signal meters on the receiver. Then maybe they'll understand. Well maybe.
If they don't believe 99 is in use, tune in ABCfamHD and then go put some black tape over the 99 LNB, and when it says searching for satellite, ask them which one its searching for, since 99 isn't in use
These tech support people are working from home ????
Some are, not all. Directv still has some HUGE call centersmark40511 said:These tech support people are working from home ????
I had a somewhat similar, though not quite as brutal conversion with a tech the other day. I’m currently getting mostly 50’s and 60’s on 99. I called to see if there were any stations currently broadcasting from 99, and I was especially curious if when football starts if the Sunday Ticket channels where going to come from 99. - I wanted to make sure things were just exactly perfect for kickoff.
I was told that Sunday Ticket games would not be broadcasted from 99
I asked if anything was being broadcasted form 99 – he did not know.
I asked what they thought about my signal strength on 99. He responded he couldn’t tell because they (the techs) didn’t know the ‘test transponders’ yet for 99. I asked what that meant, and he explained that based on a sub’s zip code, they look at the strength of a particular transponder to decide how to proceed.
Is any of this true?
I was told that Sunday Ticket games would not be broadcasted from 99
I asked if anything was being broadcasted form 99 – he did not know.
I asked what they thought about my signal strength on 99. He responded he couldn’t tell because they (the techs) didn’t know the ‘test transponders’ yet for 99. I asked what that meant, and he explained that based on a sub’s zip code, they look at the strength of a particular transponder to decide how to proceed.
Is any of this true?
Never ever ever call a CSR a tech, thats an insult to real Technicians. :nono2:studdad said:Maybe it is just me, but I expect for installers to know how to properly align a dish, and I expect techs at Directv to know what the heck is going on in regards to their own satellites.....but then maybe I am expecting too much.
But you're right. The tech that came to your house should have known how to Dither your dish to peak the signal. It takes 4 minutes. And the CSR you talked to was a clueless jackass. Go up higher levels of tech support if you want someone who knows what they are doing and cross your fingers.
I believe that is true, although only for 99(s). 99(s) is spot beams, and so some transponders will be full strength in your area, some will be weak, and some will be 0. So they would have a table saying that in your zip code, the only 99(s) transponder you should care about the numbers for is, say, 1 or 4.pbg said:I asked what they thought about my signal strength on 99. He responded he couldn't tell because they (the techs) didn't know the 'test transponders' yet for 99. I asked what that meant, and he explained that based on a sub's zip code, they look at the strength of a particular transponder to decide how to proceed.
Is any of this true?
I don't think your location should matter much for 99(c), as those are supposed to cover the entire US.
Ummm wow. CSR like this one give the hard working ones a bad name. In the future if you ever talk to a person as poorly informed you should ask for their first name and their ID#. Then politely ask them to speak to their supervisor. If they refuse then explain to them you will be calling back to get to a supervisor.studdad said:Tech: Directv, what is your phone number?
Me: (I didn't understand her Q) I'm sorry, what was that?
Tech: WHAT IS YOUR PHONE NUMBER (I am serious, she nearly screamed it).
Me: Gave phone number
Tech: What is your problem?
Me: (I described my situation)
Tech: Are you having a problem RIGHT NOW?
Me: No, but i have had rain fade and the new channels are coming on-line, and some are already on 99c, and I had people out who did not fix the issue, so I want them back out if they are capable of fixing it.
Tech: Why are you calling if you have no issue now?
Me: (I repeat what I just said).
Tech: There are no channels on 99 and wont be for some time.
Me: Yes there are, there is TNT, ABCF, and others, including several PPV channels.
Tech: Where did you get your information?
Me: From DBS Talker and other sources. My other sources for other information includes your own forum on your website.
Tech: (sighs) Whatever, I am not going to argue with you over this.
If you are getting signals in the 60's on HD channels and 70's on SD, you are fine.
Me: (I explain why she is incorrect, including her own forum on the directv website.)
Tech: There isn't even a 99c, there is only 99a and b.
Me: No, 99a and b are for people without a DVR, mine is 99c as I have an HD DVR.
Tech: Well they never tell us when they put up another satellite, they must have put up 99c after a and b.
Me: They are the same satellite, just in the 99 postition.
Tech: Well, the last satellite we put up was 101, and all your channels are on 101.
Me: No, I don't know when they put up 101, but it was there several years ago when I joined Directv, then last year they put up D10 which is 103c, and this year they put up D11, which is 99c.
Tech: Nevermind, I'm not going to argue with you, what do want me to do?
Me: Well, I expect for the people who came out last time to come out and fine tune my dish so I get signals at least in the 80's on 103 and 99. I would do it myself, but I don't have a meter, and besides they need to complete the job they came to do. If those people are unable to do the job, then I expect you to send out someone who can do the job, or, quite frankly, I will moving my business to Dish Network.
Tech: Let me get my book.
.
Keep in mind too that even if some CSR and/or techs work from home, that doesnt mean youre talking to the village idiot. These types of work at home programs are only as good as the training and supervision each person gets.
lmao, good idea.Davenlr said:If they don't believe 99 is in use, tune in ABCfamHD and then go put some black tape over the 99 LNB, and when it says searching for satellite, ask them which one its searching for, since 99 isn't in use
The first person I talked to was very nice and was the original CSR. She then sent me to Tech Support and the conversation in my post was supposedly from a Tech Representative. Yeah, if they screw up again I will take a look at their training video (saw it on AVS forum) and see if I can figure it out, i.e. Dithering and/or azimuth fine tuning. I decided not to attempt it at this time because I was a bit confused with the tech jargon. If I am not sure how to do it, then I will definately talk with some higher ups.Johnnie5000 said:Never ever ever call a CSR a tech, thats an insult to real Technicians. :nono2:
But you're right. The tech that came to your house should have known how to Dither your dish to peak the signal. It takes 4 minutes. And the CSR you talked to was a clueless jackass. Go up higher levels of tech support if you want someone who knows what they are doing and cross your fingers.
Right, that is what I plan on doing. It is my understanding that the meters do not show the new satellites. Basically, they get the highest signal possible on 101, then do several fine tuning steps to get good signals on 103 and 99. However, from the training video, they were still using the meter while doing the fine tuning,,,,,don't remember what exactly it was measuring.theratpatrol said:I just hope they have meters that can read the new satellites.
When they come over, show them on your TV the signal readings, using the signal meters on the receiver. Then maybe they'll understand. Well maybe.
for those who are wondering, here is a link to the site that has training videos for professional Directv installers. I was looking at segment 3, which is alignment.
http://www.solidsignal.com/satellite/at9_install_videos.asp
http://www.solidsignal.com/satellite/at9_install_videos.asp
1 - 20 of 45 Posts
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