It takes some time for information to trickle down at DirecTV. This dish, as I understand it, isn't being used everywhere yet anyway. Can you not see those orbital slots from your location, i.e., is that why you want the 3 vs the 5? Or are you looking for the SWM capability?
The memos are not getting around at D*
I am having trouble finding anyone at Direct TV who understands the new 3-lnb 99/101/103 Slimline dish. I've called and gotten referred to the local installer contractor, who knew nothing of it. I've emailed and gotten a call that informed me that the 3-lnb dish would not work for me since I would lose national HD programming. How long will it take D*'s CSRs to get up to speed on this? I think D* would pony up a free installation as part of their move to upgrade customers to MPEG4, but not if their CSRs are convinced I have to get 110 and 119. Is there a particular department or person I can try to contact?
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And don't forget, for a very long time, a three LNB was a dish that got you 101, 110, 119... I would not call it a 3lnb.. I would ask for the new Slimline3... most people probably haven't learned about it yet and are trying to tell you to get a Slimline5...
As the other poster said though, why do you need a slimeline3? Do you have a slimline 5 now? or something else?
As the other poster said though, why do you need a slimeline3? Do you have a slimline 5 now? or something else?
I can't get all five slots from one spot at my house. The installer that upgraded my TIVO unit to an HR21 is pretty sure I can get 99/101/103 (which makes sense since 101 comes in strong), but 110 & 119 can only be picked up by a second dish.
It's gonna be tough then to get an install done if you're not in a designated area. Will they do a two-dish deal or are you against that?demisod said:I can't get all five slots from one spot at my house. The installer that upgraded my TIVO unit to an HR21 is pretty sure I can get 99/101/103 (which makes sense since 101 comes in strong), but 110 & 119 can only be picked up by a second dish.
Only other choice is to buy one yourself or wait. I feel for ya, sorry!
The new dish is the perfect solution to my problem. I pretty much have to wait at this point since as I understand it it's only available from D*. By the time it's showing up at places like Solid Signal hopefully I can find someone who understands the situation at D*. Failing that, I will have to buy it and install it, or have it installed depending on how ambitious I feel. Expensive, and I suppose Superfan will have to fall by the wayside this season to boot. Bleh.
It really doesn't matter what the CSR says. The system it's self will automatically select a SL3 for your install if it's available in your area and you qualify for it. The CSRs have no control over that anyway. It's just like the Swmline.demisod said:I am having trouble finding anyone at Direct TV who understands the new 3-lnb 99/101/103 Slimline dish. I've called and gotten referred to the local installer contractor, who knew nothing of it. I've emailed and gotten a call that informed me that the 3-lnb dish would not work for me since I would lose national HD programming. How long will it take D*'s CSRs to get up to speed on this? I think D* would pony up a free installation as part of their move to upgrade customers to MPEG4, but not if their CSRs are convinced I have to get 110 and 119. Is there a particular department or person I can try to contact?
Do you know where your locals come from?
According to Lyngsat, the SD locals come from 101. I assume the HD locals are MPEG4 off one of the Ka satellites.
That's the key. The "3LNB" is a synonym for the Phase III dish. That dish will not get HD programming. Make sure that you're talking about Slimline3.inkahauts said:And don't forget, for a very long time, a three LNB was a dish that got you 101, 110, 119... I would not call it a 3lnb.. I would ask for the new Slimline3... most people probably haven't learned about it yet and are trying to tell you to get a Slimline5...
As the other poster said though, why do you need a slimeline3? Do you have a slimline 5 now? or something else?
I have been told that the slimline3 would not be deployed in the Knoxville Tn area because we get our SD locals from 119.
This is a mistake,As we really need the 99/101/103 slimline3 for our HD customers that live in the mountains and always have trees as a line of sight issue.
Please deploy the slimline3 to all hard to install areas,You will get many more HD customers this way!
BTW Knoxville has it's HD locals from the new birds,Thank You!!
This is a mistake,As we really need the 99/101/103 slimline3 for our HD customers that live in the mountains and always have trees as a line of sight issue.
Please deploy the slimline3 to all hard to install areas,You will get many more HD customers this way!
BTW Knoxville has it's HD locals from the new birds,Thank You!!
As much as I ***** and moan about D*’s customer service, I can give them a break on an issue like this. Really, is it worth it to train the CSR’s on the latest technology when so few customers would be calling to discuss specific equipment like this? The vast majority of callers to are just not going to be technically savvy and engrossed in the details of the equipment like most of us here on DBSTalk. Most callers are going to want “a dish”, “a receiver”, “HDTV”, “a DVR”. Heck, many of them may even have a hard time understanding why they even need a “receiver” at all since their TV is “HD-ready”.
Demisod,
I am in the same boat.. cant see 110/119. 99 101 103 are clear. I also called D* and the install company. Nobody knew what I was talking about. I called SolidSignal and they knew all about slimline3 and said they would have them sometime in September.
BTW, my current setup is SD and pointed at 101 only. I get my locals no problem.
I am in the same boat.. cant see 110/119. 99 101 103 are clear. I also called D* and the install company. Nobody knew what I was talking about. I called SolidSignal and they knew all about slimline3 and said they would have them sometime in September.
BTW, my current setup is SD and pointed at 101 only. I get my locals no problem.
Sorry for your troubles, but you need to understand a few things:
1) The SL3 LNB aka Slimline-3 is just *starting* its rollout. As with any rollout, it will be a slow and steady one not to create shortages.
2) CSRs really have no need to know about technical items at that fine of a level. They just need to have general information.
2a) Even if they did have that fine level of knowledge, the ordering/installation system is what determines what equipment needs to be installed, not the CSR.
You may find a CSR that tries to be helpful and they may make notes, but in the end, it means nothing. HSPs and installers go off the line items on the workorder, not notes. If it's not a line item, the HSP and installer isn't going to get paid for it. No pay = not happening.
Sorry if that sounds harsh, but thats the way DirecTv has it set up. Attempts to circumvent the system will only lead to a lot of :hair: :bang :new_cussi
1) The SL3 LNB aka Slimline-3 is just *starting* its rollout. As with any rollout, it will be a slow and steady one not to create shortages.
2) CSRs really have no need to know about technical items at that fine of a level. They just need to have general information.
2a) Even if they did have that fine level of knowledge, the ordering/installation system is what determines what equipment needs to be installed, not the CSR.
You may find a CSR that tries to be helpful and they may make notes, but in the end, it means nothing. HSPs and installers go off the line items on the workorder, not notes. If it's not a line item, the HSP and installer isn't going to get paid for it. No pay = not happening.
Sorry if that sounds harsh, but thats the way DirecTv has it set up. Attempts to circumvent the system will only lead to a lot of :hair: :bang :new_cussi
This is why CSR's are so uniformed. Because there are some who do not think they need to learn the different available items to the customer. This is one of the reasons customer service is in the tank at DirectV. The powers to be are in the tank and have no consideration for the customers.
the powers that Be are all hanging out in Florida in the house of Bees. You are dealing with a huge Monolithic organization (like 2001, a space odysee) and someone needs to drain the tank, it is getting rustyDave said:This is why CSR's are so uniformed. Because there are some who do not think they need to learn the different available items to the customer. This is one of the reasons customer service is in the tank at DirectV. The powers to be are in the tank and have no consideration for the customers.
The tank seems to be getting very very rusty. It starts at the top, I mean very top and has finally hit the very bottom. I am waiting eagerly for it to get better. It seems that the only time that half of your answers are right any more is coming from the computer generated answer system.
I wish you accepted PMs Dave, Oh well.Dave said:The tank seems to be getting very very rusty. It starts at the top, I mean very top and has finally hit the very bottom. I am waiting eagerly for it to get better. It seems that the only time that half of your answers are right any more is coming from the computer generated answer system.
I have to disagree. There is no reason your average CSR should know anything more about a new Slimline 3 than there's a new dish available and that the system will automatically use it where it's available and applicable. Beyond that they should just follow a script of "I'm sorry but we can't specify particular parts for an install." It's not a great situation but it is setting the customer expectation correctly and is a lot better than the promising a bunch of stuff we all know they can't deliver and causing upset customers. There is nothing worse for customer satisfaction than an expectation that won't be met.
Hey, Curt - you don't happen to have any pictures of those uniforms, do you? :lol:Dave said:This is why CSR's are so uniformed. Because there are some who do not think they need to learn the different available items to the customer. This is one of the reasons customer service is in the tank at DirectV. The powers to be are in the tank and have no consideration for the customers.
Yes, I know you meant uninformed.
I can't imagine that the CSRs could/should be required to know a vast amount of the technical aspects of DirecTV and still get paid what they do. Start implementing those requirements of your CSRs and prices would have to skyrocket to keep them employed. Those that do have more knowledge, I would imagine, are those that get promoted to the more technical positions.
I can't imagine it's cost effective at all to invest what would have to be invested in training ALL the CSRs to that level when, by the nature of the job, the turnover is what it is.
Just like investing in discounted equipment, free dishes, free installs, etc. then having the customer cancel a week/month later, it doesn't make good business sense to invest in all that training only to have people leave in short order. Yeah, it would be nice for the customer if they all knew that much about DirecTV, but I think it's very impractical. Some customers will see it as a real shortcoming, others will see it as having to do business in a profitable manner.
from what little I know about the slim-3's they're only available in markets that are 103/99 ***SD*** markets. you'll end up with a *suppressed Hxx* receiver so **you won't get any of the actual hd channels.** maybe that's why so few people know about it. It's kinda like how I read about the am21's here before I saw any of the official info about it in DORIS.
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