Great Customer service Experience

3521 Views 25 Replies 11 Participants Last post by inf0z, Nov 21, 2012

diggerg56

Discussion Starter · Nov 14, 2012

Since sometimes bad experiences can generate posts here, I thought I would share a good one. I've been a sub since 1994 and have a variety of experiences with Directv under my belt but this was a good one.

On Sunday we had a very close lightning strike that took out the HDMI Outputs on two of our four units. (HR21, H21) Component outputs still work on both of them but not HDMI. (I had already verified the inputs on the TV weren't fried.)

I do have the protection plan so I got through to one of those reps (Oregon call center) right away. She processed the replacements in under five minutes, gave me the confirmation numbers and I was out of there.

She did try to upsell me to the Premium Protection Plan but i didn't commit.

Very smooth process from a very helpful agent. wish it was always that way.

1 - 20 of 26 Posts

smitbret

· #2 · Nov 14, 2012

diggerg56 said:
Since sometimes bad experiences can generate posts here, I thought I would share a good one. I've been a sub since 1994 and have a variety of experiences with Directv under my belt but this was a good one.

On Sunday we had a very close lightning strike that took out the HDMI Outputs on two of our four units. (HR21, H21) Component outputs still work on both of them but not HDMI. (I had already verified the inputs on the TV weren't fried.)

I do have the protection plan so I got through to one of those reps (Oregon call center) right away. She processed the replacements in under five minutes, gave me the confirmation numbers and I was out of there.

She did try to upsell me to the Premium Protection Plan but i didn't commit.

Very smooth process from a very helpful agent. wish it was always that way.

I am a DirecTV CSR and I approve of this message.

But seriously, thanks for the good words.

RunnerFL

· #3 · Nov 14, 2012

That's awesome! I had an HR21 with an HDMI port that died a year or so ago and they refused to replace it stating that component still worked.

wahooq

· #4 · Nov 14, 2012

RunnerFL said:
That's awesome! I had an HR21 with an HDMI port that died a year or so ago and they refused to replace it stating that component still worked.

Technically thats true...

diggerg56

Discussion Starter · #5 · Nov 15, 2012

RunnerFL said:
That's awesome! I had an HR21 with an HDMI port that died a year or so ago and they refused to replace it stating that component still worked.

Yes it still works but it certainly doesn't deliver HD. If you're paying for HD, you should get HD.

wahooq

· #6 · Nov 15, 2012

ummm component delivers 1080p

west99999

· #7 · Nov 15, 2012

I thought component only delivered 1080i. Are you sure?

MikeW

· #8 · Nov 15, 2012

wahooq said:
ummm component delivers 1080p

DirecTV restricts 1080p to HDMI only.

tazzboo

· #9 · Nov 15, 2012

That is great that they helped you out. I have to say that for 95% of my transactions with Directv they are Spectacular. I always treat the CSR as I would want to be treated. The other 5% well I just kindly hang up and call back and get a person that is more intune with helping. I figure everybody has a bad day sometime or another.

Nice to see a positive post....

I like my Directv been with them since 1996 or longer....

diggerg56

Discussion Starter · #10 · Nov 15, 2012

wahooq said:
ummm component delivers 1080p

Pretty sure Compnent doesn't do 1080p...I was confused though and thinking A/V rather than the actual component jacks.

RunnerFL

· #11 · Nov 15, 2012

wahooq said:
Technically thats true...

I didn't say it wasn't true.

RunnerFL

· #12 · Nov 15, 2012

wahooq said:
ummm component delivers 1080p

The best DirecTV allows on component is 1080i. Not to mention audio isn't carried over component so it's 2 sets of cables you have to run to replace 1 single cable because DirecTV doesn't/didn't see a failed HDMI port as a problem.

wahooq

· #13 · Nov 15, 2012

I quit using HDMI after losing 2-3 cables to lightning storms...I have been using component for over a year
when I choose a 1080p Cinema on Demand, my 1080p light on my HR34 lights up and my TV says its receiveing a 1080p signal.
PLus I have always been under the impression that HDMI and component are interchangeable with out loss of HD quality.

wahooq

· #14 · Nov 15, 2012

RunnerFL said:
I didn't say it wasn't true.

Just verifying that what you were told is policy

wahooq

· #15 · Nov 15, 2012

Hmmm...from sam sungs website

Video Quality
Although HDMI and component can both support 1080p video resolution, that doesn't mean the picture quality is equal. HDMI is a digital cable, so there's no wasted conversion from your digital Blu-ray disc, as there is over an analog component cable. HDMI maintains a digital signal, and the TV knows exactly where to place the edges.

HDMI supports high-definition content protection (HDCP), which is required by many high-definition downloads and Blu-ray discs. If you connect with component, you might see a lower-resolution version of the content. To retain the higher quality HDCP link, connect every device that touches your video signal-such as an audio/video receiver-through HDMI.

dpeters11

· #16 · Nov 15, 2012

wahooq said:
Just verifying that what you were told is policy

Does the policy only extend to HD connections? Not likely, but if say the only one that worked was S-Video and composite, would that be replaceable or because a video output worked, you're out of luck?

wahooq

· #17 · Nov 15, 2012

No just applies to hdmi/component

inf0z

· #18 · Nov 15, 2012

1080P is only used for PPV and an HDMI cable would be needed for 3D, so for most people component cables are just fine opposed to replacing the entire box.

dpeters11

· #19 · Nov 15, 2012

Kind of ironic. If you have an HR20 and want 3D, policy is they'll send a box that supports it once you give the code displayed. Later, HDMI port goes out, and policy states you can't get 3D functionality back.

west99999

· #20 · Nov 16, 2012

dpeters11 said:
Kind of ironic. If you have an HR20 and want 3D, policy is they'll send a box that supports it once you give the code displayed. Later, HDMI port goes out, and policy states you can't get 3D functionality back.

"It is what it is"

1 - 20 of 26 Posts

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