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Godfather
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Discussion Starter · #1 ·
I know this has been asked before, but we are filing a formal complaint with DTV due to the long Activation process, Hold Times & Inexperienced CSR's.
Yeah, Yeah, Yeah people think this might be a waist of time, but time is money.
Per-calls are not working and now there are CSR's working from home. Time to come together no matter what our differences are and try to fix the problem.
Please post you companies name, # of employees and problems your company has had with this problem. I promis it will make it to the correct people. I can not promis it will help, but doing nothing is not the answer.
 

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Legend
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junki said:
I know this has been asked before, but we are filing a formal complaint with DTV due to the long Activation process, Hold Times & Inexperienced CSR's.
Yeah, Yeah, Yeah people think this might be a waist of time, but time is money.
It's a waste of time...but good luck..
 

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Godfather
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How do you know there are CSR's working from home?

I am EAGERLY awaiting your reply :D
 

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Hmmmm. I've actived two D11's and my new HR20 HD DVR during the past six weeks and never waited more than 15 minutes. I was actually pleasantly surprised with each experience. In one case I was originally trying to activate an old receiver using another receiver's access card and the CSR quickly offered a new D11 at no added cost with overnight shipping. Can't beat that.
 

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Godfather
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Discussion Starter · #5 ·
AnonomissX said:
How do you know there are CSR's working from home?

I am EAGERLY awaiting your reply :D
Some stupid woman slipped up and told us. She had to e-mail a supervisor for help. We asked her why cant she ask someone on the floor with her and she replied she was working from home. We hung up and called back.

Was thet reply EAGERLY enough for ya?
 

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Mentor
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Not sure if this fits here, but I recently called D* because I had some questions about getting a DVR for my aunt. I was asking about the D* Tivos and she kept calling them R15s. I said no, I mean the Tivo, I think it's an HR10. (I wasn't sure). At this point she put me on hold and when she came back she said it would cost $99. For the HR10? No, for the R15.
Alrighty. So then I asked about the R15. I wanted to know if someone like my aunt would be eligible for a free one since she's been a customer for a few years and is the type of person who pays her bills on time. First she says she can't give me someone else's account info. I wasn't asking for it. Then she said, "How do I know your aunt pays her bills on time? You could just be saying that." It was all I could do to remain civil.
Not being knowledgeable is bad enough. That kind of rudeness is even worse, to me at least.
 

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Godfather
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junki said:
Some stupid woman slipped up and told us. She had to e-mail a supervisor for help. We asked her why cant she ask someone on the floor with her and she replied she was working from home. We hung up and called back.

Was thet reply EAGERLY enough for ya?
I am pretty experienced...if I were to work from home for Directv, then all the third - party call center CRAP I went through before I QUIT would be gone. I would still be responsible for my own performance, and my own systems, but Directv would be responsible for updating me, and keeping their systems updated.

Ultimately, this is a TV service, with some satellite to home installed hardware issues, customer training, and customer "handling" (you know who YOU are, most likely not the kind to post to a message board, LOL). So, the most urgent of things happening would be to refund a customer for lost time, give them discounts and/or free programming, get a tech to their location to permanently fix an issue, or set up a receiver exchange for non working equipment.

The most extreme cases (which are rare) would be damage to a home, which would go through different channels anyways, or, if a technician was behaving in a negligent or threatening way...tell the customer to get them out of your house, or call the cops! This is EXTREMELY RARE!!

I did finally tell one guy on the phone, after his description of the non-english speaking tech who showed up and was messing up the existing wiring and ignoring the customer, to tell the guy to leave, and I also filed a complaint against that tech, as well as set up an escalation, and sent him to customer installation support with a full documentation of the issue, and a request for a "seasoned senior tech" to do a follow up install. This is not hard to do, you just have to have the right training, and take the time (its not a super short process but you have to factor it into your "call time") to follow each step and value the person on the other end of the line.

If I had a question its rare...I reached level 2 tech support a year ago, so it may only be a "check myself" kind of question, or something completly out of left field that I never heard before (like the guy who installed alarm systems, that could put out a tv format, and wanted to know if the HD tivos would support it like non Tivo HD receivers did over the OTA antenna...fascinating).

I suppose email would do...but I sure as SHOOT would find 2 or 3 of the sups or floorwalkers around the call center support system that had authorization to have their cell phones on, and use MY cell phone to quickly call them.

It really boils down to :
1)Good troubleshooting with "watch TV trouble free" as your goal
2) Find an alternative way to fix it if the first way doesn't work or satisfy
3)Set up service calls, free if you have to as a negotiating point for good customers
4)Free programming and/or credits for time w/out service
5)Replacment equiment if necessary
6)Know when Customer Installation Support or Retention is necessary.

Oh and 7)....Know when the customer is justified to be angry, or when he has had more then a 6 pack in him and is just being an unreasonable a$$bite who is mad at his controller and doesn't understand your directions no matter how sweetly you explain it...wait for the wife to get on the phone to fix it :D
 

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"Alrighty. So then I asked about the R15. I wanted to know if someone like my aunt would be eligible for a free one since she's been a customer for a few years and is the type of person who pays her bills on time. "

Everyone is eligible for a free R15 with the online "dvr4u2" promo code, or did you try that? Type that in the box that asks for the code when ordering. I got one, and am getting another, free that way.
 

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atti said:
Not being knowledgeable is bad enough. That kind of rudeness is even worse, to me at least.
I think customer service people who act like they are doing you a favor to tolerate speaking with you, should be fired and prevented from ever working with the public, or maybe shot through the head and cremated to make more room on the planet for decent people.

Or is that overkill?
 

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Hall Of Fame
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ApK said:
I think customer service people who act like they are doing you a favor to tolerate speaking with you, should be fired and prevented from ever working with the public, or maybe shot through the head and cremated to make more room on the planet for decent people.

Or is that overkill?
Overkill is an understatement
 

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Legend
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193 Posts
AnonomissX said:
I am pretty experienced...if I were to work from home for Directv, then all the third - party call center CRAP I went through before I QUIT would be gone. I would still be responsible for my own performance, and my own systems, but Directv would be responsible for updating me, and keeping their systems updated.

I suppose email would do...but I sure as SHOOT would find 2 or 3 of the sups or floorwalkers around the call center support system that had authorization to have their cell phones on, and use MY cell phone to quickly call them.

It really boils down to :
1)Good troubleshooting with "watch TV trouble free" as your goal
2) Find an alternative way to fix it if the first way doesn't work or satisfy
3)Set up service calls, free if you have to as a negotiating point for good customers
4)Free programming and/or credits for time w/out service
5)Replacment equiment if necessary
6)Know when Customer Installation Support or Retention is necessary.

Oh and 7)....Know when the customer is justified to be angry, or when he has had more then a 6 pack in him and is just being an unreasonable a$$bite who is mad at his controller and doesn't understand your directions no matter how sweetly you explain it...wait for the wife to get on the phone to fix it
__________________
~Melodie~ Aka AnonomissX

If you have a question, I may or may not have an answer.

"Fat people are harder to Kidnap"

---------------------------

I would love to work at home but I have only heard of 1 ctr testing that option out.. sorry. I am not releasing that info. I will back melodie up on this one.. it is a matter of 1-7 & how far someone wants to go to help that cust. as for CELL PHONE wow.. if we have ours turned on & it rings.. we can be fired instantly (if we are on the floor w/it) much less use it to call someone

Try this one for size.. I know our hold time is sucky.. but try being the ret specialist trying to resolve & correct issues w/hsp for cust & being on hold for over 2 hrs (my last sunday) or being jacked around w/each hsp telling u that isn't their area.. that the cust was scheduled in the wrong area or Nam & then them transferring & dropping calls. I put myself out of sync (basically, called cust back when I should have went to the next call & stayed there to get someone to resolve issue) putting myself at risk of getting fired to take care of cust only to finish w/hsp with no answer & being so angry I had my supervisor file a complaint to site manager regarding how the hsp treated myself & the CUSTOMER.. so unfortunately, it works both ways on hold times.. I was so upset yesterday at the way we were both treated I was ready to quit because I felt so bad that I wanted to FIX THIS & the hsp basically said "tough sh**! without putting it into words..

sorry.. I want to help but I am not for sure if I am fighting a losing battle.. & I don't think there are alot of winners
 

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Hall Of Fame
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AnonomissX said:
I am pretty experienced...if I were to work from home for Directv, then all the third - party call center CRAP I went through before I QUIT would be gone. I would still be responsible for my own performance, and my own systems, but Directv would be responsible for updating me, and keeping their systems updated.

Ultimately, this is a TV service, with some satellite to home installed hardware issues, customer training, and customer "handling" (you know who YOU are, most likely not the kind to post to a message board, LOL). So, the most urgent of things happening would be to refund a customer for lost time, give them discounts and/or free programming, get a tech to their location to permanently fix an issue, or set up a receiver exchange for non working equipment.

The most extreme cases (which are rare) would be damage to a home, which would go through different channels anyways, or, if a technician was behaving in a negligent or threatening way...tell the customer to get them out of your house, or call the cops! This is EXTREMELY RARE!!

I did finally tell one guy on the phone, after his description of the non-english speaking tech who showed up and was messing up the existing wiring and ignoring the customer, to tell the guy to leave, and I also filed a complaint against that tech, as well as set up an escalation, and sent him to customer installation support with a full documentation of the issue, and a request for a "seasoned senior tech" to do a follow up install. This is not hard to do, you just have to have the right training, and take the time (its not a super short process but you have to factor it into your "call time") to follow each step and value the person on the other end of the line.

If I had a question its rare...I reached level 2 tech support a year ago, so it may only be a "check myself" kind of question, or something completly out of left field that I never heard before (like the guy who installed alarm systems, that could put out a tv format, and wanted to know if the HD tivos would support it like non Tivo HD receivers did over the OTA antenna...fascinating).

I suppose email would do...but I sure as SHOOT would find 2 or 3 of the sups or floorwalkers around the call center support system that had authorization to have their cell phones on, and use MY cell phone to quickly call them.

It really boils down to :
1)Good troubleshooting with "watch TV trouble free" as your goal
2) Find an alternative way to fix it if the first way doesn't work or satisfy
3)Set up service calls, free if you have to as a negotiating point for good customers
4)Free programming and/or credits for time w/out service
5)Replacment equiment if necessary
6)Know when Customer Installation Support or Retention is necessary.

Oh and 7)....Know when the customer is justified to be angry, or when he has had more then a 6 pack in him and is just being an unreasonable a$$bite who is mad at his controller and doesn't understand your directions no matter how sweetly you explain it...wait for the wife to get on the phone to fix it :D
i concur up till number 7
customers may act like that but you are being paid to do a job and do it properly you should; if the customers doesn't understand after a while then sorry to be them
 

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paulman182 said:
Everyone is eligible for a free R15 with the online "dvr4u2" promo code, or did you try that? Type that in the box that asks for the code when ordering. I got one, and am getting another, free that way.
I haven't tried because I'm not sure I want to get her an R15. Plus I wanted to do this for Christmas. With the 30 day activation requirement I'd have to wait until December before I get her one.
But I did bring up this promotion during the phonecall. I mentioned it in part because about a month after signing up for D* in Spring I ordered a second DVR and paid for it- because another CSR told me D* never offers existing customers free upgrades. This woman told me the offer you mentioned is only for select customers and I'm too new to qualify for it. I also can't get a discount on an HR20, which is what I was angling for when I mentioned the misinformation I got regarding upgrades.

But thanks, maybe I'll look into it anyway this December. Or just convince her to do it.
 

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Mentor
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ApK said:
I think customer service people who act like they are doing you a favor to tolerate speaking with you, should be fired and prevented from ever working with the public, or maybe shot through the head and cremated to make more room on the planet for decent people.

Or is that overkill?
Well, it might be overkill but reading that sure made me feel better! :D
 

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Godfather
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439 Posts
atti said:
Well, it might be overkill but reading that sure made me feel better! :D
I concur with Apk :D

Ps Naj naj....# 7 was a j/k based on some situations I have run into on several early evenings.... :p :p :p
 

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Godfather
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When small great companies grow, they turn into big companies that turn their backs on their customers and focus soley on Wallstreet.. DTV has turned it's back on us, years ago, they were eager to help you fix your issue, now it's, "hold please" and get transfered to 50 different idiots..

Example. During an install they tried to charge my gf 150 bucks to run ONE line! New customer and since the old owner had DTV, all she needed was one short, maybe 35 foot seond line for her R15, and they tried to rip her off. Took me 5482592834 calls then finally calling the office of the pres to get it fixed..

In the old days, THAT WOULD NOT HAVE HAPPENED!

The day DTV looses the NFLST, short their stock and buy yourself a second home, you'll make a fortune!

So for the guy who started this thread, the best thing for you to do is have a market order to short DTV the second it's annouced they lost the nflst..
 

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Hall Of Fame
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"I haven't tried because I'm not sure I want to get her an R15. Plus I wanted to do this for Christmas. With the 30 day activation requirement I'd have to wait until December before I get her one.
But I did bring up this promotion during the phonecall. I mentioned it in part because about a month after signing up for D* in Spring I ordered a second DVR and paid for it- because another CSR told me D* never offers existing customers free upgrades. This woman told me the offer you mentioned is only for select customers and I'm too new to qualify for it. I also can't get a discount on an HR20, which is what I was angling for when I mentioned the misinformation I got regarding upgrades."

I'm not recommending any particular equipment, just relating my experience.

I have subscribed only sinice July, but I have gotten an HR20 HD DVR, two R15s with a third one coming 10/25, and the two dish and cable installs, all for about $39 when programming discounts are subtracted.

I have used dvr4u2 twice. The different CSRs will tell you all sorts of different things. You don't ask, just DO. Good luck!
 

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atti said:
I haven't tried because I'm not sure I want to get her an R15. Plus I wanted to do this for Christmas. With the 30 day activation requirement I'd have to wait until December before I get her one.
But I did bring up this promotion during the phonecall. I mentioned it in part because about a month after signing up for D* in Spring I ordered a second DVR and paid for it- because another CSR told me D* never offers existing customers free upgrades. This woman told me the offer you mentioned is only for select customers and I'm too new to qualify for it. I also can't get a discount on an HR20, which is what I was angling for when I mentioned the misinformation I got regarding upgrades.

But thanks, maybe I'll look into it anyway this December. Or just convince her to do it.
I am not sure how long you have been with them or what your history is with D* but you might want to call retention and talk with them about the HR20. I have only been with them since Feb and am upgrading to the HR20, after only having two R15's and a standard receiver, for shipping charges. It really depends on who you talk to you and what they can do for you. It took me numerous calls and about two weeks to get the upgrade, but I talked to a gentleman who was really helpful and worked out the deal for me. Good luck and if you keep at it you should be able to get what you are looking for.

Earl
 

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Legend
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ApK said:
I think customer service people who act like they are doing you a favor to tolerate speaking with you, should be fired and prevented from ever working with the public, or maybe shot through the head and cremated to make more room on the planet for decent people.

Or is that overkill?
I think customers that assume CSRs should be honored to talk to them should banned from the company. Actually that's an exaggeration.. I don't think they should be banned from a company, but need need a huge reality check.
Having worked for the last 6 years at dtv I can say that at the beginning I had all the faith in the world for humanity and in less than a year of working customer service I lost faith in people. The majority of people are not generally good.
Why do I still work here? Tenure and a paycheck. I can tell you right now the majority of the people you talk to on the phone are only there because of tuition reimbursement, benefits, or to put it frankly they just need a paycheck. I don't think anyone takes a CSR position in a call center because they really have passion for it. But for the most part when someone comes in to work and they get on the phone they do there job to the best that they were trained. There are those select few who really just don't give a damn about anyone and they're the unfortunate ones that cause problems for the rest of us that do our job.
When I come in and I get on the phone all my past experiences with (forgive my bluntness) a-holes are erased and I take every call one at a time, making sure I do not pass on any negativity I experience to the next.
However, there are some behavior of customers I do not appreciate what-so-ever. And the attitude that "it's your job to deal with it so deal" can go in the trash because no person deserves to be verbally harassed/abused by anyone no matter what their job is.
First of all, when we're busy (which my department is. aaaaall the time) and I answer a call.. I don't want to hear for 20 mins that you had to wait 20 mins to talk to me. Chances are if I answer the phone "thank you for holding I apologize about the wait how can I help you" I am very aware you had to wait to talk to me. But the thing is.. when you're complaining to me for 20 mins when I could have been solving the problem.. you're wasting that much more time for somebody else.
2nd if you're a pervert calling to dtv to order an adult pay per view (now mind you not all customers who order adult ppv are pervs) we really do not want to sit on hold while you get off.
3rd just because someone may have a nice voice over the phone.. you don't know them.. don't offer to send them a plane ticket to come visit you.. they could be a serial killer for all you know. Besides that.. it's just freaky.
4th don't get threatening.. it's tacky and just not needed. 2 months into working for dtv I got a customer and because I couldn't give him what he wanted he told me "tonight when you go to bed and you think about whether you've given good customer service.. I want you to know you haven't". I also had another customer tell me they were going to call the FBI and I would go to jail and lose my job.

Problems can be caused on both ends and I have had to learn that even if some customers are ignorant that I shouldn't automatically assume all customers are ignorant.

So to the individual who thinks we should shoot and cremate CSRs who are irritated by their job.. lets put you in a room and have you take call after call from people who think they are the only customers on the face of the earth, or people who think they deserve the world because they pay $100 a month, or people who think that you took this job to specifically hear him/her talk and see how not bitter you're left.
 

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Legend
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120 Posts
serenstarlight said:
I think customers that assume CSRs should be honored to talk to them should banned from the company. Actually that's an exaggeration.. I don't think they should be banned from a company, but need need a huge reality check.
Having worked for the last 6 years at dtv I can say that at the beginning I had all the faith in the world for humanity and in less than a year of working customer service I lost faith in people. The majority of people are not generally good.
Why do I still work here? Tenure and a paycheck. I can tell you right now the majority of the people you talk to on the phone are only there because of tuition reimbursement, benefits, or to put it frankly they just need a paycheck. I don't think anyone takes a CSR position in a call center because they really have passion for it. But for the most part when someone comes in to work and they get on the phone they do there job to the best that they were trained. There are those select few who really just don't give a damn about anyone and they're the unfortunate ones that cause problems for the rest of us that do our job.
When I come in and I get on the phone all my past experiences with (forgive my bluntness) a-holes are erased and I take every call one at a time, making sure I do not pass on any negativity I experience to the next.
However, there are some behavior of customers I do not appreciate what-so-ever. And the attitude that "it's your job to deal with it so deal" can go in the trash because no person deserves to be verbally harassed/abused by anyone no matter what their job is.
First of all, when we're busy (which my department is. aaaaall the time) and I answer a call.. I don't want to hear for 20 mins that you had to wait 20 mins to talk to me. Chances are if I answer the phone "thank you for holding I apologize about the wait how can I help you" I am very aware you had to wait to talk to me. But the thing is.. when you're complaining to me for 20 mins when I could have been solving the problem.. you're wasting that much more time for somebody else.
2nd if you're a pervert calling to dtv to order an adult pay per view (now mind you not all customers who order adult ppv are pervs) we really do not want to sit on hold while you get off.
3rd just because someone may have a nice voice over the phone.. you don't know them.. don't offer to send them a plane ticket to come visit you.. they could be a serial killer for all you know. Besides that.. it's just freaky.
4th don't get threatening.. it's tacky and just not needed. 2 months into working for dtv I got a customer and because I couldn't give him what he wanted he told me "tonight when you go to bed and you think about whether you've given good customer service.. I want you to know you haven't". I also had another customer tell me they were going to call the FBI and I would go to jail and lose my job.

Problems can be caused on both ends and I have had to learn that even if some customers are ignorant that I shouldn't automatically assume all customers are ignorant.

So to the individual who thinks we should shoot and cremate CSRs who are irritated by their job.. lets put you in a room and have you take call after call from people who think they are the only customers on the face of the earth, or people who think they deserve the world because they pay $100 a month, or people who think that you took this job to specifically hear him/her talk and see how not bitter you're left.
I have never heard it put so great. Thanks
 
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