Social Feed

Hmm, well I was head of marketing for a fortune 50 company just prior to my retirement, so I guess so much for that theory. I think I understand the big picture just fine, thanks.

I really have no idea why we're misunderstanding each other so much. We're not asking you to DO anything, we're explaining why directv's policies and procedures arent customer friendly and why customers seem to keep getting offered things that they dont receive and have to fight for. And what the customer should do to protect themselves.

At every company I ran, was a senior manager of, or just worker bee'd, I clearly communicated with my customer, eliminated doubt and confusion, delivered everything I said I would, and when there was a miscommunication or error I resolved it in the customers favor. Sure, there were a few 'bad' customers who werent interested in a business relationship with me. I suspect there are more of these types of customers in todays world because vendors have trained us to watch out for ourselves by spending most of their money courting new customers and giving the finger to the people who already spent their money.

As a result of my fair business operations, I may have left some money on the table, I may have had to work harder for every dollar, and I definitely went home tired most days. But I had no trouble picking up and retaining high quality people to work for me because they knew they werent going to have to 'do the wrong thing' because the company policies said so, they wouldnt have to get behind anything they didnt believe in. And gee, I had customers follow me around for three decades because they trusted me. So I didnt have to spend $100 per subscriber per year to lure in new people because I could make a great living on the existing relationships that I'd taken the time to nurture. It worked out so well that I made a lot of money and was able to retire early.

Just so we're clear, and hopefully so we can stop saying we're done talking about this and then talk about it some more:

- Nobody is blaming you for anything
- Nobody is suggesting you have any role in creating any policy at directv
- I think everyone is pretty happy about how much you try to help people
- I do however think you kinda stink at public relations
- Nobody is suggesting that you can change any policies at directv
- Nobody is claiming that you are doing anything wrong, just following orders
- The thrust of this discussion is to document your offer from directv
- You should document because directv sometimes makes an offer and then doesnt live up to it
- When a company does that, I feel its wrong not to live up to your word and give the customer what you promised
- I also feel that if you're going to go back on your word, and your representatives word IS your word, look up the definition of the word 'representative', you should let the customer out of any agreements
- In 38 states, you can record your own conversations without any consent, and its a good idea to do so
- In the other 12, you're supposed to get 2 party consent but if the recording is only shared between those two parties, there isnt much of a case to file should the non-consenting party be upset about this
- I dont think its a good idea to rely on whatever directv did and didnt record, and rely on their ability and willingness to provide a full recording
- I think that if directv's policies were simpler and more customer friendly, they might lose out on some up front money, but they'd have a lot fewer problems with customers, better customer service ratings, and perhaps a higher BBB rating.
- If the policies arent simplified, hiring better people, training them better and giving them a more restrictive system to use might help.

Simple enough? I know you dont agree with some of what I said, but if we all agreed on everything, there'd be nothing to talk about. Directv has their minds made up on some policies and the proof of the pudding is that its made for a lot of unhappy customers. When you cant successfully sell a home entertainment product/service through costco/bestbuy, you have a problem!

I think you still dont get it.


DTV offical policy is go ahead and record you want to record go ahead.


Stonecold is saying though if you record to keep and it goes beyond the company and you want to sue or take it a onyour side tv news program DTV legal will be on you like white on rice to say you took it illegally. Most of the call centers are in those 12 states. So I am saying just CYA your self. You might not like saying hey look I am recording you but it covering you from dtv legal getting it from being used on tv or in cord or any kind of mediation.


I have always been about protecting you from the company's policies. You come off as I am in favor again I am here to help not to fight with this and when you dont get that saying I am protecting the company and I am being blindly defneidn them upsets me you want to see blind defense go sit over at dbstalk them come back over and talk to me.

Just don't let anyone tell you that you are not too confrontory

Greg Mueller said:

Just don't let anyone tell you that you are not too confrontory

Click to expand...

Sorry if I seem a little confrontory at times

I work two jobs and on the side I do this for you because I feel it the right thing to do . You might not see it that way But I dont make a dime doing this and personally I am sure corporate doesnt like it.

stonecold said:

I think you still dont get it.

Click to expand...

Yes, I do. I'm talking about something and was very specific about what, and you're talking about something different. Plus you keep changing roles.

I have always been about protecting you from the company's policies. You come off as I am in favor again I am here to help not to fight with this and when you dont get that saying I am protecting the company and I am being blindly defneidn them upsets me you want to see blind defense go sit over at dbstalk them come back over and talk to me.

Click to expand...

Please quote one single thing I've said that backs up this statement. I'm going to repeat again: this is not about you!