Unbelievable Tech Support Call

3161 Views 34 Replies 20 Participants Last post by rahlquist, Sep 25, 2008

axl

Discussion Starter · Sep 24, 2008

So I called tech support because my local HD channels were all black and I didn't realize that there was a problem. During the phone conversation I had to repeat everything that I said at least 2 times. Eventually I asked the tech of he was listening to me or if there was a problem with our phone connection. He didn't acknowledge my comment. He continued to try and fix the problem (which wasn't a problem after all it was something D* caused). He eventually decided that rebooting the receiver would fix the problem. While the receiver was rebooting he said this to me "It may seem like I'm not paying attention to you and that's because I'm watching a football game on TV. I'm watching the Baltimore Ravens and the Cleveland Browns". I'm dumbfounded!

I told him I wanted to speak to his supervisor right now. The supervisor got on the phone and the tech said well we can all talk together now and I said no I'm not talking to you anymore I will talk to the supervisor only. The supervisor laughed at me. I said I don't think that's very funny sir. He said well you made a rude comment. I said excuse me but you haven't spent 30 minutes trying to work an issue out with someone that is watching tv instead of working. The supervisor told me that he would look in to the call and possibly take the tv off the row. But didn't decide to help me on the call.

I called back and talked to the retention department where i relayed this story and the lady promptly looked in to the issue telling me that the channels were blacked out due to something that D* was doing right now. Why in the world the first tech couldn't do that is beyond me. Oh wait maybe because he was too busy watching TV instead of working! That's just unbelievable!!!

1 - 20 of 35 Posts

dcowboy7

· #2 · Sep 24, 2008

axl said:
I'm watching the Baltimore Ravens and the Cleveland Browns".

yea i could see if it was a cowboys game....but not that game.

Jared701

· #3 · Sep 24, 2008

it's possible he didn't even put a supervisor on but simply one of his friends and was lying to you. I hope you got his name and the time you called. In a thread I made here someone posted the email address for the VP of customer service. You may want to email her if you don't get help and get this guy fired.

axl

Discussion Starter · #4 · Sep 24, 2008

Jared701 said:
it's possible he didn't even put a supervisor on but simply one of his friends and was lying to you. I hope you got his name and the time you called. In a thread I made here someone posted the email address for the VP of customer service. You may want to email her if you don't get help and get this guy fired.

I believe it was his supervisor and if you can provide me with a link to this post I will look in to emailing that VP if I don't hear back from D* tomorrow on the issue.

joe diamond

· #5 · Sep 24, 2008

Th CSRs techs deal with in the off shore centers are worse in many ways.

Joe

love that tv

· #6 · Sep 24, 2008

how many times did they ask you to "sir, push the red button on the front of your reciever, please"

Rockaway1836

· #7 · Sep 24, 2008

There is a thread around here somewhere in which D was using an outside firm that hired work from home CSRs. Maybe you got one of them, with a buddy sitting close by watching the game.

paulman182

· #8 · Sep 24, 2008

I have never heard of them doing anything that would make one individual's HD channels blank, but I guess it is possible.

captain_video

· #9 · Sep 24, 2008

dcowboy7 said:
yea i could see if it was a cowboys game....but not that game.

Funny, I would have said the exact opposite. Go Ravens!!!!

It was a great game, BTW, so I can hardly blame the tech for wanting to watch it.

FYI - Wasn't it the Baltimore Colts that beat the Cowboys back in Superbowl V?

rahlquist

· #10 · Sep 24, 2008

axl said:
I believe it was his supervisor and if you can provide me with a link to this post I will look in to emailing that VP if I don't hear back from D* tomorrow on the issue.

VP of Custopmer Service
email... Ellen Filipiak at [email protected]

Your experience is entirely unacceptable. However considering how some companies treat their employees its not unheard of for them to act this way. NOT that thats an excuse.

In the future you may want to consider these tips to dealing with a CSR.

The 5 steps to a successful call with a CSR.

1 Identify (CSR): When they greet you ask for their employee id and first name
2 Identify(issue): be polite and as brief as possible in explaining why you called.
3 Make Progress: If your are not getting anywhere ask to please speak with a supervisor, they will likely want to note your account with why you want to speak to the supervisor so do tell them why.
4 Review:After all changes have been made request the CSR go over your billing, it shouldn't take them long to do this and should let you catch that extra $5 that wasn't there the month before. Also make sure everything they offer you is in the call notes, make them read them back at the end of the call, after going over your billing.
5 Be Aware: Remember the calls can and most likely will be recorded and that the CSR can get disciplined based on the call so try to keep on track and don't ask them anything personal you wouldn't discuss with your pastor, or grandmother.

axl

Discussion Starter · #11 · Sep 24, 2008

joe diamond said:
Th CSRs techs deal with in the off shore centers are worse in many ways.

Joe

I can't disagree with that at all.

axl

Discussion Starter · #12 · Sep 24, 2008

love that tv said:
how many times did they ask you to "sir, push the red button on the front of your reciever, please"

He asked me to do it 4 times. 3 of those times were while it was already restarting. Mainly because he was so distracted he couldn't remember what he told me to do. :nono2:

axl

Discussion Starter · #13 · Sep 24, 2008

rahlquist said:
VP of Custopmer Service
email... Ellen Filipiak at [email protected]

Your experience is entirely unacceptable. However considering how some companies treat their employees its not unheard of for them to act this way. NOT that thats an excuse.

In the future you may want to consider these tips to dealing with a CSR.

Thanks and that's all good advice I know and need to follow. I just tend to forget it. It works the same with any company really. You need to get the right info to deal with the problem. Thanks for the information rahlquist.

jsmuga

· #14 · Sep 24, 2008

It is so sad that a company with such a great product has horrible customer service.

rahlquist

· #15 · Sep 24, 2008

joe diamond said:
Th CSRs techs deal with in the off shore centers are worse in many ways.

As far as I know or have heard D* doesnt offshore any call centers, though they do have companies subcontracted to who have at home agents.

axl

Discussion Starter · #16 · Sep 24, 2008

rahlquist said:
As far as I know or have heard D* doesnt offshore any call centers, though they do have companies subcontracted to who have at home agents.

I have talked with reps that were in the Philippines before. I'm not sure if they still have call centers there or not to be honest. Last few times I haven't been overseas.

rahlquist

· #17 · Sep 24, 2008

jsmartin99 said:
It is so sad that a company with such a great product has horrible customer service.

Its the times, not just the companies, look at the story about the woman working at best buy who wouldn't let someone use the phone to call 911 when someone left their kid locked in the car in the heat.

People suck, but D* does need to weed a little more thoroughly at times it seems.

jsmuga

· #18 · Sep 24, 2008

rahlquist said:
Its the times, not just the companies, look at the story about the woman working at best buy who wouldn't let someone use the phone to call 911 when someone left their kid locked in the car in the heat.

People suck, but D* does need to weed a little more thoroughly at times it seems.

I agree completely..........

joe diamond

· #19 · Sep 24, 2008

rahlquist said:
As far as I know or have heard D* doesnt offshore any call centers, though they do have companies subcontracted to who have at home agents.

These are the centers the HSPs use to close the jobs AFTER the work is complete and the customer has been activated by the DTV folks. Part of why techs quite are these idiots who speak slow and poor English. After rotting on hold for various time periods........ they need to read every number and word on the work order. They screw up the info you give them............the list goes on.

They make the DTV folks seem smart and efficient.

Joe

DarinC

· #20 · Sep 24, 2008

Jared701 said:
In a thread I made here someone posted the email address for the VP of customer service. You may want to email her ....

At this point, she must have her own set of off shore CSRs just to answer all her emails.

1 - 20 of 35 Posts

This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.