TiVo Community Forum Archive 1

TiVo Community Forum Archive 1 (http://archive.tivocommunity.com/tivo-vb/index.php)
- DIRECTV Receiver with TiVo (http://archive.tivocommunity.com/tivo-vb/forumdisplay.php?forumid=7)
-- DirecTV support of DVR's is so laughable, but it's just not funny. (http://archive.tivocommunity.com/tivo-vb/showthread.php?threadid=144451)


Posted by BlankMan on 11-22-2003 02:44 AM:

It takes me a couple minutes to fire off an email, you yourself have said you know how to bypass the BS of the first level support, that takes time, then you have to go through more people and the problem still does not get resolved. And you profess that this is an effective method?

quote:
Originally posted by SpankWare

If I could remember, I would tell you. But given that I don't usually experience an issue and if I did I can normally resolve it on my own, I can't really say. It's probably been more than a year since I've called DirecTV

So you don't experience a lot of issues that require you to contact DirecTV to get them resolved yet their model of phone support works well at solving technical problems. I don't understand how you know that then? I present facts which support my position, you when asked cannot do that but yet we're suppose to take your word that DirecTV support is able to solve technical problems?

quote:

Originally posted by SpankWare
My point was your list was all tech companies. I might understand your reference if DirecTV was more of a tech company, but clearly they are not the same as Dell, Oracle, etc. who's primary customer base have email and use it extensively.
They chose to take over support of DTiVo's, that is a unit that has some amount ot technical sophistication, if they take that on they should have the methods, procedures, and expertise in place to support it, they obviously do not.


quote:
Originally posted by SpankWare
I think it's obvious your issue can't be "fixed" via email or phone. But that doesn't mean the phone is less effective than your email solution. You yourself pointed out just how ineffective the initial email is, and yet you continue to do so rather than picking up the phone and calling in to directly bypass the DirecTV first line of defense.

Email is an extremely more effective tool and method to use when diagnosing a problem. It is a written document that can easily be passed from one person to another. When dealing with phone support you're relying on the CSR's ability to document the problem into the call log. By their own admission a lot of the CSR's contacted do not even know what a DVR is, yet they're suppose to solve its problems?

quote:
Originally posted by SpankWare
As for the other thread, I didn't read it. I imagined it was more whining about lack of decent email support, so I didn't see the need to bother. Why do you even consider the idea I'm trolling? Is it really that impossible to believe that I believe what I've said and I think your method is obviously flawed? No, I must just be doing this to jerk your chain. I mean come on, it's silly of me to point out how questionable it is that you continue to follow the same avenue to seek service when you have documented proof (by your own admission) that the avenue continually fails you.

Well see because of cracks like that, by your admission you have no idea what you are talking about yet you continue to talk. And see, there you go not knowing the details. That thread is a bona fide bug in the software that causes the channel lineup to be lost. It has been confirmed by E. Stephen Mack, Director of Service Operations at TiVo, better known around here as TiVoOpsMgr. I suggest that before you debate an issue you learn how to learn about the issue because you made it obvious that you assume things without researching the facts even when they are put right in front of you..

And you seem to be sticking up for DirecTV and when I asked you if you work for DirecTV or are affliated with them you were silent on the matter.

Now really, your posts have no value to the subject of this thread so why are you continuing to post in this thread?

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