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>>> D* never heard of audio dropouts- What a surprise! <<<

 
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Ken7 is offline Old Post 06-25-2004 06:22 PM
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Ken7
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Registered: Apr 2004
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Posts: 128

D* never heard of audio dropouts- What a surprise!

Last night I called D* tech support to find out when a fix would be coming for the audio dropouts/no sound issues on HDNet. Well golly, surprise surprise, tech support claimed (after checking many databases) they never heard of this! Who would have guessed??? I told them that everyone who has this unit has this problem, many many people have called in about it and even Mark Cuban is aware of the issue. I was placed on hold for about 5 minutes and was eventually told that nobody at D* had ever heard of this.

Amazing, but consistent. I don't believe in the nearly 10 years I've had D* that I've ever called tech support with an issue they heard of. It does make me wonder if this will ever get fixed.

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JohnTivo is offline Old Post 06-25-2004 08:45 PM
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JohnTivo
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Registered: Dec 2002
Location: Culver City, CA
Posts: 546

You might have talked to someone in tech support that said they did not know about the drop outs, but I doubt it is an unknown issue there. More likely they haven't written a script to deal with the call.

But you're right, who knows when it will get fixed...

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Bananfish is offline Old Post 06-25-2004 11:20 PM
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Bananfish
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Registered: May 2002
Location: Belmont, CA
Posts: 267

I obtained a copy of the "DirecTV with TiVo Customer Service Representative Manual" today. Here it is:

1. Try to act sympathetic as customer describes problem.
2. Ask if the unit is plugged in.
3. Ask if the unit's power is ON.
4. Suggest that the customer "reboot" their unit.
5. Ask customer to hold - take coffee break while customer is on hold.
6. If customer is still on line at end of break, pretend that you just looked up the problem in a giant "problem" database and tell the customer that their problem doesn't actually exist.
7. Repeat steps #4-#6 until customer hangs up.

Do not go off script under any circumstances - research has shown that all customer problems are resolved at the end of the call if you strictly follow this script!

Congratulations! You've completed your D* CSR training.


P.S. This is not meant as a slam at D* CSRs, most of whom are fine people, but is meant as a slam at DirecTV management, who are seemingly unable to come up with a system where customer problems can be logged and tracked.

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jfischer is offline Old Post 06-26-2004 04:33 AM
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jfischer
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Registered: Oct 1999
Location: Littleton, CO
Posts: 386

quote:
Originally posted by Bananfish
P.S. This is not meant as a slam at D* CSRs, most of whom are fine people, but is meant as a slam at DirecTV management, who are seemingly unable to come up with a system where customer problems can be logged and tracked.


This is the norm anymore.

Ask Samsung about the smudges on their DLP sets - lots of people have them but "they've never heard of it before".

Ask GM about the brake rotors that warp within 4K miles on their F-Body cars - everyone I know has had their brakes warp - but they've never heard of the problem.

It's common practice it seems in the Customer Service industry to have "never heard" about any problem a customer has - no matter how common or prevalent the problem may be.

The #1 rule in Customer Service is to never acknowledge that a problem exists or that the problem affects anyone else but the current customer.

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TexasRanger74 is offline Old Post 06-26-2004 05:29 AM
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TexasRanger74
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Registered: Apr 2004
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it also depends on what level of support you talked to. when I originally called in regarding this issue, the level 1 support lady didn't have a clue. after a bit, she transferred me to level 2 support. the lady there was very helpful, kind, and listened to my gripe. she talked with her supervisor and then she told me that she hadn't personally heard of the issue, but her supervisor said he had heard of it.

generally, with level 1 support, you're getting alot of people fresh out of the training who have just hired on. there is a HIGH turnover rate in call centers. level 2 are the people who have been there for a while and so those are the ones I like to talk to anymore. basically after a few minutes of talking to a level 1 person, I'll request to be transferred to level 2 support.

hope that helps.

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>>> D* never heard of audio dropouts- What a surprise! <<<

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