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!!!
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.
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:
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.
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.
Ms. Filipiak,
I am writing you to explain a horrible experience that I had on Tuesday September 22 with Customer Service. First let me give the background on my reason for calling. My local HD channels were all blacked out but the SD local channels worked. I called to get some assistance with this problem sometime between 6:30pm and 7pm I believe. During my phone conversation with the Customer Service representative (XXXXXXXXXXX) I had to repeat everything that I said at least twice to him. At one point I asked the representative if he was listening to me or if there was a problem with our phone connection. He did not acknowledge my comment. He continued to try things to fix the problem. He had me repeat satellite setup (changing anything), resent authorization twice to me and finally decided that pushing the red button on the receiver would fix the problem. As the receiver was reboot he told me that it may seem like he wasn't paying attention to me because he is watching a football game on TV. He said he was watching the Baltimore Ravens and the Cleveland Browns. Then asked me if I wanted to buy a football package from DirecTV And what my favorite team was. Herein lies the first problem . The fact that a representative is not paying attention to a customer and is watching TV, then admits to watching TV. This is unacceptable. My problem was still not resolved and we had been at this for 30 minutes. He decides I need a service call and starts to schedule one. At this point in time he is verifying the information on the account and continues to have me repeat things several times. I grow frustrated and tell him I would like the supervisor now that I am finished talking to him.
The supervisor eventually gets on the phone and the tech tells me that now his supervisor (XXXXXXXXXXX) is here and we can all talk. I said no I'm not talking to you anymore since you don't listen. The supervisor laughs at me. I told him that I don't think it's a very funny matter and he proceeded to tell me that I made a rude comment by saying I didn't want to talk to the tech anymore. Never mind that I have spent 30 minutes on the phone with someone that was watching TV and not paying attention to me! This supervisor once explained the problem said that he guessed he would have to look in to the phone call and remove the TV from the row. Why does he guess he needs to look in to and not just say he needs to take care of the issue. This supervisor is just as unacceptable as the representative was. They schedule my appoint and I hang up thoroughly disgusted.
I decide to call back and I said cancel to your automated system. I reached I nice woman (RES agent XXXXXXXXX) who I promptly informed that I didn't want to cancel service just have some help fixing my issue. I explained the TV problem to her and she put me on hold for roughly 5 minutes. She came back and explained the that outage was a DirecTV issue and that they were working on the problem right now. My problem here is that if this agent was able to find out what was going on why could the previous 2 people not do anything other than to schedule a service call that clearly was not needed as 15 minutes after I got off the phone with the RES agent the problem was resolved. I also informed her of my issue with the previous 2 people and she told me that she would create and escalation ticket on this and I should hear back from DirecTV within 24 hours of this. She also told me that based off of my account information that she could see that I should have been treated much nicer than I was.
I believe that no customer should be told that the CSR is watching TV. I have no problems if they watch TV in between calls but they should not be doing this while they are on a call. I fully believe that she did what she told me that she would and I sincerely appreciate the effort and the amount of help I received from her. She was a spot on representative. Well it is now Thursday September 25, 2008 and I still have not heard back from DirecTV regarding this matter. I feel that this is important and should be dealt with accordingly. I appreciate your time and promptness in a response to this matter.
D* corporate called me back. They apologized and said that is not acceptable behavior. They said would be looking in to that call center and it's management and taking appropriate actions. The guy also told me they were going to see if that call was taped and review it if it was. They said any time a tech access your account there is somewhat of a fingerprint left. He said that they also appreciated the compliments I gave the third tech and would be commending her accordingly. He also told me they appreciate when customer come to them when things like that happen and they also appreciate the good marks customers give too. I consider this issue resolved due to the contact from their office and I don't expect it to happen again.
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