Comments on: DirecTV Customer Service Sucks.

By: DI

DI — Tue, 17 Jan 2012 16:27:51 +0000

Brandon,

I don’t know how much info you have read, but I am no longer with DirecTV, nor Dish Network . . . none of them, I brought an indoor antenna for HD & am having no problems with receptition. I will no longer purchase any TV programs thur the “BIG” guys . . .
thanks for your info though, hope others get usefullness out of it.

By: Brandon

Brandon — Mon, 16 Jan 2012 23:51:39 +0000

If you think DirectTV is bad you should try Dish Network! Dish Network is waaaaaaaayyyyyyyy worse my friend, waayy worse.

DirectTV has in fact “imo” the best customer service of all the major cable providers with the possible exception of Cox Cable.

Work out your problem with DirectTV, they are worth working with and usually, plus their picture quality and installers are the best.

Don’t fall for Dish Network “gimmicks”, i’m warning you now.

By: another employee

another employee — Tue, 06 Dec 2011 23:54:44 +0000

Thanks you too.

By: DI

DI — Tue, 06 Dec 2011 14:17:23 +0000

I understand where you are coming from, I wasn’t personally attacking you either. Thanks for your input.

Have a Merry Christmas!!!

By: another employee

another employee — Mon, 05 Dec 2011 19:39:41 +0000

by the way DI i was not personally attacking you, just asking some people posting here to think twice before they call us names. When i read through the blog posts i see people that are some of the rude customers that get mad because we ask them questions. Should you have had a proper answer to your questions “yes”. The reason why everyone gives you a different answer is because we dont see all the same stuff, which is sad

By: another employee

another employee — Mon, 05 Dec 2011 19:23:26 +0000

lol wow you took offense fast, I did not say all customers are rude, just that 90 percent are, and we do what we need to do to keep our jobs and sometimes to do that we have to give a “text book” response. I fix most of my customers problems. I just dont like being yelled at before i even get an explanation of the problem. I dont like being called a cunt or a bitch before i can even ask what the problem is. Do you deserve to have your problem fixed well of course you do. Do customers need to tell me how to do my job not really, otherwise if you knew what needed done you would not call for my advice. I have had some people that have every right to be mad and upset. I do what I am told by my boss to do and what the company asks us to do. Would you do everything wrong (at least policy wise) at your job. Most people dont because they want to keep their jobs. That is why i have to ask dumb questions some times. Like i said some customers have every right to be upset. But i will never forget being called a stupid cunt when i asked someone to make sure their box was plugged in the words were “you stupid cunt bitch you think i am that dumb” Well guess what someone had unplugged their box to play a playstation. I never called the person dumb I just asked them to check the power cord and well the thing was not plugged in. So that being said, we get called names for asking people to do things that could be considered dumb, but then again sometimes people yell at us and that simple step is the fix. My point is that not all people need to yell at us and not everyone should be happy. There are problems but give us a chance sometimes. We do not always have all the facts of your problem. That is a problem both for you because it is angering to do the same thing over and over again and for us because we dont have access to everything. This is why i won’t be a customer of theirs. I see what happens and i see that the system is not good. At 9 dollars an hour and being only a series of initials on a file i cant change a big corporation. I can just do what i can and what I am told. If you kept doing things against company policy you would be fired also. I do my job as I am told to do it. I have gotten in trouble for giving people too much money back and i have gotten in trouble for setting up service calls for issues that i know will continue to be a problem. If i can get something to work (even temporarily) over the phone I am not supposed to send a field tech. I have sent them out for problems i know will come back, and I have gotten in trouble with my supervisor for doing that. Ultimately the customer is happy and gets the problem fixed, but on the other side when i do this i jeopardize keeping my job.

By: DI

DI — Mon, 05 Dec 2011 13:49:12 +0000

3rd Response directly to the Directv CSR dated 12/05/11

I take it that whoever the “employee” was that made a response on 12/04/11 DIDN’T read the entire comments made by me . . . maybe YOU should think about actually reading an entire blog before blupping out some unrelated general text response about people yelling & screaming, blah blah blah & actually realize that there are us “CUSTOMERS” that actually ARE KIND . . . what I am getting out of YOUR response, either get a different job besides customer service . . . or actually TREAT people in kind . . . hey, can ya do that???

oh, P.S. I haven’t used DIRECT TV since approx. 03/10/11 – so I am ONE LESS CUSTOMER that YOU have to deal with you whinny person . . . suck it up, be human & quit YOUR BITCHIN’

My two “issues” with Direct TV have been solved, with the SAME acts of human kindness & calmness that I have almost always used and between the refund of $183.75 and the credit of $140.00, both billed in error by Direct TV, which again was acknowledged on behalf of Direct TV, are happening . . . I finally got thur to a decent common sense CSR that not only understood my issues, but took care of them both within a 25 minute phone call. I should be seeing both within the next 24 hours. Why this didn’t happen in the 1st place is beyond me, but again, to the CSR of my earlier response, maybe you should think about actually reading an entire blog before blupping out some unrelated general text response, & maybe a attitude adjustment because I too am a customer service rep & if I EVER had the kind of attitude which you responded in, I would be fired . . . lots of people are without jobs these days & I’m sure it wouldn’t take much for you to be replace . . . just a “GENERAL TEXTBOOK RESPONSE” . . . but what do I know . . . I’m just a customer. . . MERRY CHRISTMAS!!!

By: another employee

another employee — Mon, 05 Dec 2011 04:20:54 +0000

I am an employee….i dont own directv. I dont like their service. As a phone tech, we get mostly rude customers…so keep in mind when you call in for a technical problem we have probably just heard 10 people before you yell at us. We do not make the rules of Dtv we just follow them. We get tired of being yelled at and it does wear on ones nerves. Just keep in mind that because you yell at us or be condescending many times we are tired of hearing it and would like one person to treat us a human beings with an underpaid job. Many of us are at this job trying to survive, pay for college and put food on our tables. When you yell at us and are condescending many will not bend over backward for you. It is tiring…imagine 8 hours of being yelled at and being told you cant do your job…and then the customer says i did everything i know your job better than you do….if that were so then your problem would be solved there would be no issue and you would not need our services. So next time you can fix it yourself by telling us how to fix it, stop yelling at us and fix your problem….But then again i get told by customers that they know more and can do more. It is my steps and recommendations that fix the problem. So apparently when you call in and say you can do my job better and fix the problem..do me a favor and fix it and stop calling. Then you ave us both a headache. You dont have to complain about us and we have one less person yelling. I think it is funny when a customer calls in says they did everything and then i tell them one step and it fixes the problem. Apparently you did not do everything if the problem is fixed by one more step. remember we are there doing our jobs according to what we are told to do. If we did not do what we are told to do with you the customer we get fired. If you don’t like what we have to do at least humor us and go through the steps. We don’t tell you to do things because we think you are dumb or because it is something to do…we ask you to do these things because if we do not we can lose our jobs for not following our job description and company policy. When we do not ask you to do something like turn on the power we get into trouble…after so many times of missing steps with callers we see the door. So, next time a csr asks you to do something that might be silly remember we are doing our jobs to get a paycheck and keep employed…not because we want to “make” you do brainless steps and answer obvious questions. We also think some steps are dumb, but we need our jobs.

By: Beppy

Beppy — Sat, 23 Apr 2011 16:24:43 +0000

Doesn’t sound as if much has changed at Convergys in Orem since last March/April 2010 when the DirecTV account Operations Manager (13 years at Convergys) and manager below her suddenly found themselves out of a job.

Give Convergys its due. It makes unrealistic performance promises to DirecTV and works employees to the point of burnout. Every Convergys call center is located near a college or university in order to obtain the warm bodies needed for high turnover. The few employees that say they enjoy working at Convergys are the type that prefer being treated like they’re still in high school.

By: DI

DI — Fri, 11 Mar 2011 00:44:12 +0000

2nd Response directly to the Directv CSR dated 03/10/11