Often things go well .. I typically get very good CSRs when I call in.
Directv's Customer Service Comes Through
So I finally decided to dump the movie channels, and decided to go online and downgrade my package (my god that sounds horrible when you read it loud). Anyways, when I did that, the website hemmed and hawed and then told me "You have no package, call customer service" (seriously I didn't mean for this to sound so damn funny). I called to see what the issue was, and the lady for customer service could not get it to work. She did let me know that this thing had happened once before and it was extremely rare, which made me feel worse, like someone telling you "Only 1 in 400,000 people get that type of rash" or something, but she sent me to tech support and stayed on the line with me to make sure I didn't get d/c'd. which scored big points with me. The Tech figured out that because I signed up for NBA LP last year, and the offer had expired, the system was shutting out my programming. I was going to cancel NBALP anyways, so once that was done, poof, everything was back to normal. Anyways with all of the horror stories and the CSR's that leave bad tastes in our mouths (why can't I stop laughing like a 15 year old teenage boy, why?), I thought I would share a good experience with you all.
Back to our regularly scheduled complaining about no new National HD Channels and other people complaining that we don't appreciate Directv enough....
Back to our regularly scheduled complaining about no new National HD Channels and other people complaining that we don't appreciate Directv enough....
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Glad to hear things went well. I've generally had good experiences when calling in. DIRECTV customers should remember that others usually react to how they're being treated and/or talked to. Treat them decently and they'll usually reciprocate.
What's the old cliche about catching more flies with honey than vinegar? There's a lot of truth in that.
What's the old cliche about catching more flies with honey than vinegar? There's a lot of truth in that.
I've had bad ones, probably most of us had. but when you get a good csr things do go very well and it makes it so much easier. I'm glad it worked well for you.
Extremely rare? This happened to me about 2 months ago, I tried to downgrade my package as well. Ended up having to call DTV and get it sorted - which worked but it took the CSR 3 separate attempts at getting my receiver to restart correctly.
I can't believe they told you it's an "extremely rare" occurrence. I'm willing to bet it's nay impossible to downgrade on their website, period.
I can't believe they told you it's an "extremely rare" occurrence. I'm willing to bet it's nay impossible to downgrade on their website, period.
I have downgraded on their website before. No problems. The problem the op described has to do with a sports subscription line item still remaining even after the season is over. As long as that item is there, system glitches. Calling and having the CSR remove the item clears things up.soloredd said:Extremely rare? This happened to me about 2 months ago, I tried to downgrade my package as well. Ended up having to call DTV and get it sorted - which worked but it took the CSR 3 separate attempts at getting my receiver to restart correctly.
I can't believe they told you it's an "extremely rare" occurrence. I'm willing to bet it's nay impossible to downgrade on their website, period.
I have never talked to a bad CSR, but I have talked to many who are not trained properly.
Someting similar happened to me, directv couldnt activate my hd tivo or add the nba hd channel for me. After 3 csrs tried for2 days they finally figured out they couldnt change any of my programming or make changes to my account because i still had nba league pass from 2007-08 listed in my package,after they took it off they were able to make changes.
I have not had a bad Directv CSR. They have always been helpful and willing to go the extra mile. The problem that I have had is with the Directv HSP CSR's who would disconnect you, lie to you and not do what they tell you they are going to do. Always take ID numbers and Names as well as keep track of the date and time with the notes when you call the local HSP providers.
It really is a crap shoot when calling D*. I usually have great service from them, but sometimes it just isn't going to happen. I called a few days ago to change packages. This CSR changed it, and then changed it back to the original package. I always "verify" my changes by going online to check my account, and thats when I saw the screwup.
I called back, got another CSR who corrected it, but she accidentally typed in a $5 credit for the next 12 months. She said, "oh oh, gotta remove that". She was taking a long time, so I finally just hung up. I have checked my account several times, and the $5 credit for 12 months is still there, so I assume she couldn't remove it, for whatever reason. I've received $5 credits for their mistakes in the past, but never for a 12 month period.
I called back, got another CSR who corrected it, but she accidentally typed in a $5 credit for the next 12 months. She said, "oh oh, gotta remove that". She was taking a long time, so I finally just hung up. I have checked my account several times, and the $5 credit for 12 months is still there, so I assume she couldn't remove it, for whatever reason. I've received $5 credits for their mistakes in the past, but never for a 12 month period.
Glad you got good service.
I feel like most of CSR bashing posts are usually because the caller was asking for something that someone else got but realistically should not have or are trying to push the them to get something for free, but get declined....IMO
I feel like most of CSR bashing posts are usually because the caller was asking for something that someone else got but realistically should not have or are trying to push the them to get something for free, but get declined....IMO
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