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)
I haven't read through all this thread, but it's pretty obvious to me that DirecTV's e-mail support is not done by the same people who do phone support. It looks as if e-mail support is outsourced (to India, probably), and the people there have scripts to follow - if your problem isn't on the script, then they shunt you to phone support.
DirecTV's phone support is not too bad, if you push back a little. The first-line support also has scripts and will give you the same nonsense about unplug receiver and then contact the manufacturer to have the box replaced. But at least those I have spoken with are willing to pass you on to the TiVo specialists. These people are slightly better, but still seem relatively clueless about TiVo. In particular, the agent I spoke with yesterday did not know which company authorizes software updates for TiVo.
Earlier in the thread was a discussion of e-mail support. I do tech support (for DEC, um, Compaq, um Intel) and for the more technical problems, e-mail support (or a dedicated web site where you enter the problem and attach files) beats phone hands down. It's nearly impossible to provide the level and amount of detail needed to properly describe a typical problem over the phone, and as stated earlier, written information is much easier to accurately record and pass on.
It sounds to me as if DirecTV offers e-mail support mostly as an afterthought, and I can't see that it's really worth it for them, especially given the cookie-cutter responses.
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