Directv customer service experience

[Mr Tony]

Well for the 1st time I had to call Directv and I would say I was very pleased. I always cringed calling Dish when I had them for a few reasons. One is you never knew if you were going to get someone from the US or India. 2nd is it seemed like everytime I called I had issues no matter what it was (billing issue, adding a receiver, etc).

So I had to call to "move" I explained to the rep that I moved and needed to change where the receiver was but I needed to keep my billing address as is (I said because I still own the house there). I did the whole "the dish is already there" spiel and we changed it. Got thrown for a loop as she asked what county its in...the city actually straddles 2 counties and the locals are different (one county is the same ones I get already). Gave her the county but we couldnt get the locals to show up...even after a reboot. Then it dawned on me that I have a favorite with the old locals in them...whoops . Changed to "all" and the new locals showed up. Even the old ones are still there too for now

All and all I was impressed because the rep didnt try to pressure me into something extra on the account and she was willing to work with me to get it changed. When I moved with Dish they use to try and send a tech out even though I said the dish was already there.

Directv gets an A for CS experience from me

 

[TDK1044]

My experience with DirecTV customer service has been very positive. I recently had a problem that was not easy to diagnose. DirecTV was excellent.

Here is part of a thread I created about the issue in another Forum....

"The tech came out....really good guy. He knew his stuff. The first thing he did was change the LNB on the Dish. He said that my old one was known to have issues. As soon as he made that change, my transponder signal levels jumped from high 80s and 90s, to all 90s and about half a dozen 100 readings.

He also changed the multiway switch. He said that the old one was probably fine, but he felt better changing the switch as well as the LNB.

Great job DirecTV. I called them on Saturday evening. They had a Case Manager call me on Sunday morning. They offered me a monday morning appointment that I couldn't make, and by 9AM Tuesday the issue is resolved.

Excellent customer service.

 

[TDK1044]

One point I would make to DirecTV....

Currently, your techs are asking the customer to fill out a ten question survey rating their performance. This is a paper survey that has to be completed while the tech is there, and he then takes it with him when he leaves.

Most people are going to fill this out very favorably...why wouldn't you with the guy standing four feet away? If you want accurate feedback, why not use the technology available in the DVR to allow the customer to rate the tech in a survey after he has gone?

In my case, the guy would have got a straight 'A' score either way, but in some cases, you will get a different customer response if the tech is not present when the customer is filling out the survey.

 

[stonecold]

One point I would make to DirecTV....

Currently, your techs are asking the customer to fill out a ten question survey rating their performance. This is a paper survey that has to be completed while the tech is there, and he then takes it with him when he leaves.

Most people are going to fill this out very favorably...why wouldn't you with the guy standing four feet away? If you want accurate feedback, why not use the technology available in the DVR to allow the customer to rate the tech in a survey after he has gone?

In my case, the guy would have got a straight 'A' score either way, but in some cases, you will get a different customer response if the tech is not present when the customer is filling out the survey.

Directv Home Services usually follows up with a phone call ( Directv Home Services is installers employeed by dtv ) , Now l had that survey experience with Mastec last timethey were out. Every HSP has a different way of rating techs.