DTV Policy to Lie to customers?

[stonecold]

I am disappointed in DTV ability to so easily lie.

Now I understand that the csr dont have the alot of the knowledge that I do when it comes to Videoguard capabilities as they dont read the white papers like I do but its ok. I use to work for a company that I leave cryptic and say it is based out of Switzerland and have atlanta offices. Where I worked on CAM development and even some code for that used on many digital cable stb.

So I will just go through the lies .

1. It is impossible to activate used equipment that was owned and not leased and has a clear account. ( I eventually got them to admit it was possible )

2. The D2 card can not be remarried. This is just balantly wrong, it for security purposes can only be remarried once before a fusebyte is set locking the card from being remarried.

If I am devactivating a reciever and the card never been remarried why is direct tv trying this sorry excuse for a money grab.

 

[charper1]

All I can say is zzzZZZZ.

 

[Jimbo]

I am disappointed in DTV ability to so easily lie.

Now I understand that the csr dont have the alot of the knowledge that I do when it comes to Videoguard capabilities as they dont read the white papers like I do but its ok. I use to work for a company that I leave cryptic and say it is based out of Switzerland and have atlanta offices. Where I worked on CAM development and even some code for that used on many digital cable stb.

So I will just go through the lies .

1. It is impossible to activate used equipment that was owned and not leased and has a clear account. ( I eventually got them to admit it was possible )

2. The D2 card can not be remarried. This is just balantly wrong, it for security purposes can only be remarried once before a fusebyte is set locking the card from being remarried.

If I am devactivating a reciever and the card never been remarried why is direct tv trying this sorry excuse for a money grab.

So you baited the CSR wanting to find issues ....
Yes you found them, are you happy now ?

You as like many of us on the boards know a whole lot more than what the CSR's at D* know, we've know that for many years.
If you want someone to give you answers to the questions your asking, you should have known that you would need to get to the actual tech support level.
teh level you talk to in the first several have scripts to go by, they CANNOT infom you of more info as they really don't know.

So I will just go through the lies .

1. It is impossible to activate used equipment that was owned and not leased and has a clear account. ( I eventually got them to admit it was possible )
It is NOT impossible for them to do this, but D* will NOT activate used equipment unless you already have a current account in good standing with them

2. The D2 card can not be remarried. This is just balantly wrong, it for security purposes can only be remarried once before a fusebyte is set locking the card from being remarried.
I've lost track, which generation is the D2 ?
Cards can generally be remarried, provided the AC is the current generation for the equipment your trying to use .... you can't use the old P2 cards and expect them to activate it for a current rec.

If I am devactivating a reciever and the card never been remarried why is direct tv trying this sorry excuse for a money grab.
Are you saying they are telling you that you need a new AC ?
If so, does any of the explanations I mentioned above fit ?
You really didn't give me enough info to give you a more through explanation.

You didn't say what gen. rec's the old card came out of and what you were trying to put it in.
If it's old equipment your taking it from and wanting to put it in new stuff, your intelligent enough in this area to know that they will want a new card in the new equipment ... break down and give them the $ 20.
IF youn have current rec's and current AC's then you have a gripe, more than likely you argued with the wrong department, had you been sent to the appropriate dept they may have reset it for you, but argueing never gets you anywhere . (Mind you, I don't know if you argued with them or not, just saying it won't help)

Jimbo

 

[stonecold]

The D2 were the 2nd generation of inhouse cards from Direct that were not directly made by NDS.

No I am not using an old card. I wanted to deactivate a D11 with a D2 card . ( which is commonly seen as a white card direct tv logo and some colored blocks. Now I want to use the D2 in clean S2 Dtivo unit. Which shouldnt be an issue as the since videoguard since the P4 cards have allowed a single remarry before the fusebyte locks. This closes some holes that were found in the P3 cards that were at the height of Dtv fight against piracy.

So there is no confusion I want to take a current generation card D2 from a currently Active D11 and get the wonderful folks at DTV to then remarry the card to a clean DTivo unit.

Actually the first rep I got said that was over her head and sent me to the access card department they were the ones who inisted it was not possible. Which i know to be wrong as just 4 months ago a friend had a dead r15 dtv swap it and they remarried the card, which was a D2. Now in my HR22 there is a card I never seen in before or mentioned simply marked with a K. on the other side is picture of a DTV Satellite, but that is really not important as it still uses the P4 authentication stream.

So I guess I am a little disappointed with them. I was with dish for 10 years and left mainly do to what use to be great customer service into thank you for calling india, and people who could not tell a 7200 from a 721 from 722. Last straw was when tech support argued with me for 10 minutes there was no such thing as a 721 only a 722.

Bottom line I will probably end up paying the 20 bucks as it just 20 dollars I just hate people telling me I am crazy when I know I am not. My last stand was to email Mr. Carey's Office with a well written letter and a link with a highlighted PDF (thanks to me ) of NDS last white paper on there videoguard product, showing that the cards can be remarried even if it only once, before the fuse byte is locked. I also posted some Florida State Statutes that deal with owned equipment and "videos services" and rights of service. it kinda a stretch but I put those in there too.

I see what happens but I am not expecting much. Hence after I get told now again I just pay the 20 dollars.

 

[Jimbo]

Sorry to say, you sent all that important stuff and they are going to say, OK, he know xyz and have him file for a new AC.

They will figure that you know your stuff and tried to cause an issue with the CSR, that for obvious reasons are not told much.

They really could care less about what you may or may not know about how thier system works ...
If you want it to work send us $ 20 and well send you a AC.
FWIW, I don't know what AC's are being used any more and really don't care as long as it works.

Jimbo

 

[Zellio2008]

FWIW, I don't know what AC's are being used any more and really don't care as long as it works.

That's how companies walk over users. Most people coukld care less how things work, or how much their worth, they just care that it works.

 

[Jimbo]

That's how companies walk over users. Most people coukld care less how things work, or how much their worth, they just care that it works.

IF it works, why would you have a problem ?

 

[Zellio2008]

IF it works and I overpay for it, then yes I do have a problem.

 

[Jimbo]

IF it works and I overpay for it, then yes I do have a problem.

Why would you over pay for it and what is IT and what did you supposedly over pay for IT ???
Awful lot of empty parts in your statement ....

You may have overpaid, but no one knows what it is you may or may not have overpaid for.

 

[charper1]

The problem is; if anyone thinks their over paying; then JUST DON'T PAY. I for one have had no problems over the years asking DirecTV to credit my acct back for any new access cards they sent to me; they said no problems, just activate it within 14 days and all was good; the FedEx the card and want to make sure the card is going to the person it should be so why not charge for it up front?. I also have no problems with a company wanting to keep their signals secure and I will follow those rules to help them acheive that; if that means a card swap then so be it; again those that do not like that should just cancel and move on somewhere else. Some people like to just bitch and complain about anything and everything and can't seem to ever be happy; everyone is always out to get them; things are always a conspiracy or some crap like that; their personal lives are likely the same and its just their personality. Take the diapers off already; LOL - GEEZ!

 

[stonecold]

Charper1,

Point is being lied to. There is no reason they could not just remarry a card. There is no chance of a card being lost or stolen.

 

[Techfizzle]

directv told me that cards can only be remarried in a certian timeframe i dont know if directv has changed the policy since you have been told.

 

[Jared Twomey]

Charper1,

Point is being lied to. There is no reason they could not just remarry a card. There is no chance of a card being lost or stolen.

I have no reason to say this, as I have no idea if its true... but maybe the problem with remarrying the card is a problem on their end. Maybe after a certain period of time they blacklist the cards in their system. I know when they send out replacement cards, they must be activated within a certain time frame, or they WILL NOT activate them.
Just a thought... maybe its not a technical restriction with the card itself, but with their implementation on their side.

 

[stonecold]

I have no reason to say this, as I have no idea if its true... but maybe the problem with remarrying the card is a problem on their end. Maybe after a certain period of time they blacklist the cards in their system. I know when they send out replacement cards, they must be activated within a certain time frame, or they WILL NOT activate them.
Just a thought... maybe its not a technical restriction with the card itself, but with their implementation on their side.

Well I am voiceing concern, I am just going to pay the 20 bucks. But I will continue to hound dtv about it. Policy just not change by standing by accepting the status quo.

 

[iwc5893]

And DirecTV is totally within their rights to make you get a new access card if they want. The cards have always been, and always will be the property of DirecTV and they are not required to to reactivate it if they don't want to. Even if you own the receiver, the card still belongs to DirecTV.

So yes, remarrying a card is possible but it is not their general policy to do so (and I know there are some exceptions out there).

 

[Zynergi]

No one lied to you, you asked a question in a manor that a $10 an hour part time employee trying to make ends meet has no clue and are merely repeating the simplest answers that were provided to them that will satisfy most people.

D* is generally cautious when trying to remarry cards for the mere fact of the whole football card reprogramming. They have no choice but to assume its a hacked card/has PPV on it that hasnt been paid/or whatever.... So their policy is to 90% of the time send a new card for $20 unless its a technical issue with the internal card reader or card damage. Even as a tech installing equipment, if there is some issue or another with a card or if It gets accidentally activated to the wrong account (gotta love fat fingers) then that box is now a fancy paper weight.

TBH man, you seem like a overly intelligent 5 year old. That is looking for nothing more than to find everything and anything negative about a situation and definitely over analyze whatever is in front of you. Got forbid McDonalds gave you 4.3 oz of fries vs 4.4 oz oO

IMO get some rabbit ears and drop subscription based Television service.

 

[stonecold]

No one lied to you, you asked a question in a manor that a $10 an hour part time employee trying to make ends meet has no clue and are merely repeating the simplest answers that were provided to them that will satisfy most people.

D* is generally cautious when trying to remarry cards for the mere fact of the whole football card reprogramming. They have no choice but to assume its a hacked card/has PPV on it that hasnt been paid/or whatever.... So their policy is to 90% of the time send a new card for $20 unless its a technical issue with the internal card reader or card damage. Even as a tech installing equipment, if there is some issue or another with a card or if It gets accidentally activated to the wrong account (gotta love fat fingers) then that box is now a fancy paper weight.

TBH man, you seem like a overly intelligent 5 year old. That is looking for nothing more than to find everything and anything negative about a situation and definitely over analyze whatever is in front of you. Got forbid McDonalds gave you 4.3 oz of fries vs 4.4 oz oO

IMO get some rabbit ears and drop subscription based Television service.

See that were your wrong. I am the overly intelligent 5 year old who complains when he gets a girl toy in his McDonalds happy meal instead of a boy toy and when I ask to exchange it I rudely get told no and get offended.

I was talking to someone else in pms on this site about this issue and I had stated that hey I emailed the executive office wrote a little letter and I be done with it the end what ever happens happens.

So a man called from the executive offices today I had a great chat with him. He explained some policy for me as the real center of the problem was hey look deal with one company for 10+ years you get accustom to policy and how csr do things etc. Who is capable of what. Switching providers was not an easy thing to do for as it forced me to learn a whole new system. So when I tell an agent hey slow down I need to understand this I not use to your ways please explain, I was not expecting attitude but I did get alot. This might seem stupid to you or over critical but I do want to get to the point where I say state my problem and be on the same page with which ever department I am talking to. It made what use to be hour plus calls to the Verizons billing department down to just 10 minute call. I understand there system and how to work with it. So the gentleman I had from the executives office was very gracious he took down my complaint about the Access card policy and he said he understood when I said, if you dont like a policy it not going to change if you never file a complaint. Only when people realize that a policy is disliked and by a large number of people are they ever going to consider changing said policy. I spent the 20 dollars like I said I would got the card on its way.


Directv lied because it was convient for them to lie. They figured hey we will lie blow off the customer because we need to keep a good call record sheet. I use to work in a Call center many many many many many years ago, I know the strain of not staying on the phone too long especially when you see the phone que status of people on hold waiting growing and growing.

Now I sat down with my notebook where I keep questions for these types of people so I maximize there time and get all questions answered. He was able to explain everything to me he was polite and even helped with another problem I had concerning shipping of the cards and shiped it via alt method do to fedex down here not being able to tell up from down.

I told them I am not completely 100% innocent no customer is but I said hey you read in the notes I am stubborn or an royal pain, it is because I start out friendly but when I get the blow off and agents just keep rehashing the same line because they want to get me off the phone gets me upset which I get snippy.

But after the phone call I feel that I got alot of the answers I needed ad I am happy but it is a shame that It took writing an email to the ceo office to find someone to help explain how there system (how the company runs ) to me something he agreed that standard CSR should of been able to explain if they were not trying to rush me off the phone.

 

[charper1]

LOL, great for my laugh of the day! Thanks

 

[yourbeliefs]

While you were on the phone with the CSR, at the end of every sentence, did you say, "WHAT?!"

Sorry couldn't resist. If the charge is just $20, just pay it and move on. There are some wars simply not worth fighting. If you had been charged for a sports package that you didn't order, I'd understand your ire a bit more. There are much better things that deserve added stress in life, and this simply isn't one of them.

 

[stonecold]

While you were on the phone with the CSR, at the end of every sentence, did you say, "WHAT?!"

Sorry couldn't resist. If the charge is just $20, just pay it and move on. There are some wars simply not worth fighting. If you had been charged for a sports package that you didn't order, I'd understand your ire a bit more. There are much better things that deserve added stress in life, and this simply isn't one of them.

Well I had already spent the 20 bucks so no big deal I said I would any way. To me it was no stress off my back might be for you but I accepted back when the access card department.

I got a great job which keeps me and my 5 year old self entertained with new challenges every day and gives me alot of free time.

So if making my voice heard is something that I enjoy doing well more power to me.