Customer Service

[wgegan]

Directv is no different than any other company or business in America. Customer service is not the top priority anymore. Making money is.

I have had some problems with Directv in the past but a simple phone call, a calm conversation has resulted in many "perks" for me. Free HBO, huge discounts, I just recieved a second new HD DVR for $99 with a 1 year free HD package ($9.95). All because of a communication problem between an installer and a rep.

Directv is a great company as far as customer service and as an entertainment provider.

Try dealing with a cable provider now days. Ice in their veins....

 

[jcrandall]

Yesturday I made calls to change my package, undo my 'moving', and fix issues from the first calls.

Call 1 - move service address and change my package to plus-hd-dvr w/o locals $66.99
Check online - wrong zip code, mistyped street, and plus-hd-dvr w/ locals $3 more
Call 2 - fixed service address and package to w/o locals
Check my receivers - no dvr service
Call 3 - fix dvr service
check online - they shut off my premiums
call 4 - fix premiums (and it took a while for them to find the option for free cinemax w/ hbo)
check online - they shut off my NFL-ST - NOW I'M PISSED

Mind you in the last two calls I'd been disconnected during transfers twice.

Call 5 - tell automated system CANCEL SERVICE and I go right to retention.
Explained my frustrations and 90 minutes of efforts and she fixed my NFL-ST - and made sure I wouldn't be charged again.

Checked everything online and in my receivers - Finally right.

I started at 11am and was one the phone an hour
Continued at 7pm and didn't finish til 8:30.

Two & half hours of CSR roullette is enough to annoy anyone.

 

[wgegan]

I hear you... one cs rep can be clueless as to what day it is and another will fix everything in a heartbeat... I am afraid it is the way of the world.

 

[cariera]

Yesturday I made calls to ...undo my 'moving',

Karma

 

[themilkman]

Yesturday I made calls to change my package, undo my 'moving', and fix issues from the first calls.

Call 1 - move service address and change my package to plus-hd-dvr w/o locals $66.99
Check online - wrong zip code, mistyped street, and plus-hd-dvr w/ locals $3 more
Call 2 - fixed service address and package to w/o locals
Check my receivers - no dvr service
Call 3 - fix dvr service
check online - they shut off my premiums
call 4 - fix premiums (and it took a while for them to find the option for free cinemax w/ hbo)
check online - they shut off my NFL-ST - NOW I'M PISSED

Mind you in the last two calls I'd been disconnected during transfers twice.

Call 5 - tell automated system CANCEL SERVICE and I go right to retention.
Explained my frustrations and 90 minutes of efforts and she fixed my NFL-ST - and made sure I wouldn't be charged again.

Checked everything online and in my receivers - Finally right.

I started at 11am and was one the phone an hour
Continued at 7pm and didn't finish til 8:30.

Two & half hours of CSR roullette is enough to annoy anyone.

If you have a on-line account why did you call back at all? You can do it all at directv.com

 

[jcrandall]

Karma

Well, nothing major anyway.

I had to upgrade my package to get the NHL network so I lost the grandfathered total choice.

When upgrading I specifically asked for no locals to save the $3 / month. I get everything OTA just fine, so don't really need them.

I had 'moved' to Detroit to get FSN detroit which they would not give in my area despite having a 98 signal on the spotbeam.

So = now that FSN Detroit is national on the new satellite, I no longer need to be relocated

 

[jcrandall]

If you have a on-line account why did you call back at all? You can do it all at directv.com

Most of what I did you can't do online:

Can't sub to the no-locals package or change servie address
Can't get the 2-for-1 offer on HBO/Max
Can't turn Sunday Ticket back on without being charged $269 again

I have done several things on the web site, however, and will say it is MILES beyond what E* allows on their site. No stupid $5 change fees either.