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 SpankWare on 11-22-2003 03:13 AM:

Originally posted by BlankMan
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?

I guess you didn't read what I said, otherwise it would have made sense. Phone support is more effective because it takes less time to get to the end result than email does. Why? Because it happens in real time, not as emails are checked or read. It doesn't slow down because Bob went to the bathroom. Others here have also indicated that the phone is more effective. Have you received a response from your last email? If so, how close are you to the level of action you would like to be


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?

I don't see how my having fewer issues than some would make me less informed about how phone support works. As I said before, I have called in so I'm not sure how you missed the boat on how I understand how their phone support works. Is the enlightenment based on volume in your opinion? And you don't have to take my word on the fact it works. You are perfectly free to continue to send pointless emails to their support address so you can get upset each time you receive the same first answer. I'm just offering a better solution.


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.

Given the amount of regular receivers vs. DirecTV DVRs I don't think it's unreasonable to believe their CSR base is not 100% up on the latest DVR information and issues. That's why you always bypass first level support. Unfortunately for you, your method does not allow for that. Luckily for me, mine does.


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?

I would agree that email can be a very effective technical support tool. That does not mean however that all companies can or do use it effectively in a technical support capacity. Again, with my method of phoning in a support question, I can quickly bypass the first level support.


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..

Like I said, I didn't read the thread. Well, not the whole thing. I did get down to the post where you started whining about getting a crappy canned response from email support. The only point I was making was that your method of requesting support was inefficient, even by your own admission. Your linked thread proves that despite a pattern of behavior from DirecTV email support, you continue your own pattern of behavior by using it and complaining when it continues to give you the same level of support. Thanks for the name drop though, that was neat.


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?

I didn't think it was such a big issue to you, I know it wasn't to me. But if you're going to get this bent out of shape about it, I'll answer you. No, I do not work for DirecTV. No, I do not work for TiVo. No, I do not work for any company related to either DirecTV or TiVo, nor do I work for any company related to the Digital Satellite or Digital Video recorder business. This is true for my immediate and extended family as well.

I'm continuing to post in response to posts made to me. If you want me to stop posting, stop posting to me.

(1) Sony SAT-T60
(3) Phillips DSR7000
(2) RCA DWD490RE Ultimate TV

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