DirecTV Live Chat... a joke

[release2llc]

So I noticed something odd when chatting live to DirecTV online.... the representative's name is always James or at least whenever, I was approached or made a selection on live chat and decided to procede initiating the conversation

"

James: Hi. I'm a DIRECTV product specialist. How may I be of assistance?

You: It's amazing how your name is always James

James: James is screen name.

You: So why am I not allowed to know your real name in case I have to call in regarding what we discussed and to further complete my order?

James: You can save this chat information in your system for future referrence.

James: Are there any questions about the package you selected that I can answer for you." Dish at least had a representative with a name, which may have not been true but always made an effort to change it, and ID # in case of ever needing reference.

 

[Broe67]

In all of the call centers I have worked in, not one used ID #'s for the employees. You could also choose to use a different first name if you wished, vs birth name.

Really I do not see much substance as to what your complaint is.

 

[ts7]

In all of the call centers I have worked in, not one used ID #'s for the employees. You could also choose to use a different first name if you wished, vs birth name.

Really I do not see much substance as to what your complaint is.

Accountability.

As far as the customer is concerned, the rep can say anything they want but without having an ID, badge number or other way to identify the individual making the statement the customer feels there is no substance to what is being said and no way to reference it in future conversations. Sure you can save the transcript but, again, with nothing to identify the rep, there is little confidence that the transcript would be considered binding in any way were it needed to verify or refute something later.

That said, I prefer chat in order to have the transcript - it at least documents the conversation. However my few exchanges with support have been largely positive and I have not needed to go back to what was said by who.

 

[Ronnie-]

I didnt even know D* had online chat available.

 

[gadgtfreek]

Directv wants you to call in for every change so they can spam you...

 

[joed32]

I didnt even know D* had online chat available.

I didn't either, James must be pretty lonely.

 

[RandallA]

First I hear that Directv has chat for support. In any case, who cares what their name is. The question is, did you get your issue resolved?

 

[Broe67]

Accountability.

As far as the customer is concerned, the rep can say anything they want but without having an ID, badge number or other way to identify the individual making the statement the customer feels there is no substance to what is being said and no way to reference it in future conversations. Sure you can save the transcript but, again, with nothing to identify the rep, there is little confidence that the transcript would be considered binding in any way were it needed to verify or refute something later.

That said, I prefer chat in order to have the transcript - it at least documents the conversation. However my few exchanges with support have been largely positive and I have not needed to go back to what was said by who.

You can have accountability, by having trust. You do not need an Id#. 99.99% of the time when you callback about something, the new rep you talk to, looks at your call as a no contact before situation.

Hardly any read the notes, unless you are calling for follow-up regarding something.

If you want to talk about poor Customer Service, try dealing with Toshiba. Worse company yet in my lifetime, that I have ever wanted to just ask the CSR, if they are even listening. Attempted to find out if a Mini-card PCIe Wireless-ac card would work in my Satellite C850d. First message through Facebook was a no you cannot. Called and got hung up on.

Next worse, would be dealing with Apple about their app store, with non-existant apps, that still show up in searches, but they will not clean up the database.

 

[Mr Tony]

when did they get chat?

 

[Mr Tony]

Directv wants you to call in for every change so they can spam you...

everytime I call they fix the issue and never "spam" me with anything else.

 

[Annie61]

everytime I call they fix the issue and never "spam" me with anything else.

I agree, I have never had any trouble calling, &getting whatever I wanted done. The people I have talked to have been very polite, friendly and helpful. I've only had a couple minor things I had to talk to the, about. When I signed up I did it through their website. I have no idea what the persons name was . (though I don't actually think it was James) Bu he was helpful too. It just never occured to me to notice their names. I just trusted them.

 

[gadgtfreek]

What Im referring is the calls in to change premiums, like when I drop Showtime and add Cinemax for original programming. I get "well, if you do this this and this, itll save this". That annoys me. With Dish you can make those changes easily online. Sure, there is a popup with a deal, but I can easily refuse.

When I call in and say "Id like to drop Cinemax and add Showtime", just say "OK". Don't say "Oh, Im sorry to hear that you want to drop Cinemax, is there a reason why. Blah blah blah..." Directv forces you to call in for these scenarios, its $$$ driven.

As far as chat, I think the OP may have lost their meds. I cant find chat.

 

[Jimbo]

What Im referring is the calls in to change premiums, like when I drop Showtime and add Cinemax for original programming. I get "well, if you do this this and this, itll save this". That annoys me. With Dish you can make those changes easily online. Sure, there is a popup with a deal, but I can easily refuse.

When I call in and say "Id like to drop Cinemax and add Showtime", just say "OK". Don't say "Oh, Im sorry to hear that you want to drop Cinemax, is there a reason why. Blah blah blah..." Directv forces you to call in for these scenarios, its $$$ driven.

As far as chat, I think the OP may have lost their meds. I cant find chat.

So you don't want to hear if they want to offer you the current special that included the channel you wanted for next to nothing ?

 

[gadgtfreek]

Nope. The deals arent that great, and then when they are up, you have to call back in and go thru the same game. With Dish its all online in account management! Directv's account management says "please call". Its a hustle and a time waster. Calling in to cancel a channel you dont want and getting it 50% off, is not a deal...

 

[Mr Tony]

Oh I take that back..ONE time they did offer me "spam"

I was cancelling the sports pack and they offered it to me for 2.99 a month (10 bucks savings) for 6 months

 

[kattheaunt]

I just changed my package online last night. Didn't have to talk to anyone.

Sent from my iPad using SatelliteGuys

 

[RandallA]

I just changed my package online last night. Didn't have to talk to anyone.

Sent from my iPad using SatelliteGuys

It's only for the Premium channels that you need to call, you get a message to call if you try to do it online.

 

[Mr Tony]

When I've removed the HD extra pack I dont need to talk to anyone. I just say "remove HD pack" and its done

 

[acostapimps]

I know there's a chat popup that shows up online when you sign up for the first time(or just lurking around) Just like every other providers do when you browse through their site.

 

[Ronnie-]

When I've removed the HD extra pack I dont need to talk to anyone. I just say "remove HD pack" and its done

Why would you call to do that? I've always done it online then re added to get it free.

Best I remember.

Posted Via The SatelliteGuys Reader App!