Another Clueless D* CSR Story

[lagmandan]

I've been waiting for 3 weeks to get my rebate form in the mail for my H20. I finally called today and was told the form is actually on the web (that would have been nice to know 3 weeks ago). After reading the form, it turns out that unless you live in Detroit, the rebate is only good if you bought the receiver on or after 11/25. Two DirecTV CSRs told me on 11/23 that the rebate was in effect for my area (Dallas), and that I can go out to Circuit City and buy my H20, which I did. I called DirecTV and the CSR basically told me I am out $200 since I bought the receiver too soon.

I called the customer retention line and complained. They basically said I can try to submit my rebate, but chances are it will either be rejected or I will get $100 instead of $200. After complaining some more, they finally agreed to credit my account for $100.

Seems like if D* could really improve their customer service if they just let the customer retention people handle all the calls.

 

[Juan]

Return the receiver and buy a new one

 

[lagmandan]

Thought of that already. Aparently, the two year agreement is tied to the fact that I activated the H20, not to the fact that I got (or was supposed to get) a $200 rebate. In other words, I am no longer eligable for the $200 since I bought my receiver early. Their explanation was that since I wanted to be one of the first people to own the H20, I had to pay the price. This does not bother me. What bothers me is that the CSR incorrectly told me that I could be eligable for the rebate before 11/25.

 

[wolfman]

Thought of that already. Aparently, the two year agreement is tied to the fact that I activated the H20, not to the fact that I got (or was supposed to get) a $200 rebate. In other words, I am no longer eligable for the $200 since I bought my receiver early. Their explanation was that since I wanted to be one of the first people to own the H20, I had to pay the price. This does not bother me. What bothers me is that the CSR incorrectly told me that I could be eligable for the rebate before 11/25.

Most CSR's at D* have no clue as to what is going on. I think when we call D* we should record the conversation for training purposes.