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Great Customer service Experience

4K views 25 replies 11 participants last post by  inf0z 
#1 ·
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.
 
#9 ·
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....:D
 
#13 ·
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.
 
#15 ·
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.
 
#23 ·
The 3d swapout is still current policy. 3d has turned out to be a non-event, as predicted by various posters not long after launch, however.
The replacement policy is, in fact, that we do not replace for failed HDMI ports, so that csr actually went outside policy to accomodate the poster. Often what the customer thinks is a failed HDMI port is actually a handshake issue anyway. You can test the hdmi port through the internal diagnostics to verify.
 
#24 ·
I may be mistaken but aren't HBO and some of the other premium providers in the process of requiring HDMI connections in order to support and enforce HDCP?

If so, then a failed HDMI port should force a replacement because your box is now incapable of delivering the premium channels in HD.
 
#25 ·
HarleyD said:
I may be mistaken but aren't HBO and some of the other premium providers in the process of requiring HDMI connections in order to support and enforce HDCP?

If so, then a failed HDMI port should force a replacement because your box is now incapable of delivering the premium channels in HD.
No the hdcp error is resolved with a switch to component cables. HDCP is the encoding technology used in hdmi. HDMI is not an organic, evolved product - it's an engineered technology that is designed to protect the copyright of program providers. In fact, HDMI is a company that sells its technology to device manufacturers and so on. I don't see hdmi being required anytime soon. Desirable, yes, required, no.
 
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