DirecTV support of DVR's is so laughable, but it's just not funny.

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>>> DirecTV support of DVR's is so laughable, but it's just not funny. <<<
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11-26-2003 08:28 PM

SteakMan
TiVo Forum Special Member

Registered: Nov 2001
Location: Chicago
Posts: 765

Chat with DirecTV E-Mail Support

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11-26-2003 08:42 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by SteakMan
Chat with DirecTV E-Mail Support

Cute. Wouldn't be surprised if it provided better service.

IBTL? Why? The subject (i.e. don't bash a benefactor) or the exchanges with a possible troll?

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and ah, a, A55

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11-26-2003 08:43 PM

gsslug
Member

Registered: Jan 2003
Location: Sacramento, CA
Posts: 64

I admit I did not read all the posts in this thread. I spot read about a third of them. And I have not tried email support and based on your experience I will probably stick to the phone.

quote:
[i]And even if I did dump my three T60's and replace them with HDVR2's, why should I be expected to fork out at least $300 to eliminate a problem that is caused by software?[/B]

Obviously you own a computer. Have you ever experienced software running fine on one computer and not running at all on another? I have. If 90+% of users are having the same problem then it can legitimately be blamed on software. However if only 10% of users are having a problem and most are using the same hardware it is the hardware manufacturers problem. Just as Microsoft puts out specifications for its operating systems and hardware manufacturers have to, via firmware or drivers, manufacture their hardware to work with the software I would think that DirecTV/Tivo does the same. But I could be wrong.

Regardless users are stuck with something that does not work properly and the software and hardware people are pointing fingers at each other. The user doesn't care who is at fault. All they want is for it to work. So you have to take a critical look at your problem and decide for yourself who is to blame and you apparently believe it is DirecTV. However you say you could solve your problem by getting HDVR2s so it would seem that it is actually your hardware that is to blame.

Just as Microsoft can't guarantee that Windows XP will run on all hardware platforms DirecTV can't guarantee that it's software will run on all hardware. Again it is up to the hardware manufacturer to make hardware that is compatible with DirecTV's software.......IMHO.

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11-26-2003 08:52 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by gsslug
So you have to take a critical look at your problem and decide for yourself who is to blame and you apparently believe it is DirecTV. However you say you could solve your problem by getting HDVR2s so it would seem that it is actually your hardware that is to blame.

Initial impression would indicate that and the only reason that I said that is because it has not turned up in Second Generation DTiVo's yet, well at least no ne has reported it here yet, but that's not to say it won't. It's a different codeline in HDVR2's, it's not really a hardware issue at least not as it has been presented to me. I have been in communication with some of the TiVo people on this Forum via PM, they have never indicated that it cannot be fixed in software. So I have to go with that, and I don't want to elaborate any further.

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11-26-2003 10:30 PM

MixMasterMark
Member

Registered: Mar 2002
Location:
Posts: 79

quote:
Originally posted by BlankMan
And some of you never understand the point. Read the thread, the issue is not what you tink it is.

BlankMan, why don't you wake up? This thread IS about what he thinks it is. It's about you sending childishly written, threateningly inappropriate emails to DTV complaining about the smallest of things, and then when they don't meet your 100% completely perfect satisfaction, you come on a public forum and declare them all incompetent buffoons. You better look in the mirror, dude. All your self-righteous proselytizing about how magnanimous you are towards your fellow TiVo hackers doesn't mask the odor of stench your attitude emanates.

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11-26-2003 11:14 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by MixMasterMark
BlankMan, why don't you wake up? This thread IS about what he thinks it is. It's about you sending childishly written, threateningly inappropriate emails to DTV complaining about the smallest of things, and then when they don't meet your 100% completely perfect satisfaction, you come on a public forum and declare them all incompetent buffoons. You better look in the mirror, dude. All your self-righteous proselytizing about how magnanimous you are towards your fellow TiVo hackers doesn't mask the odor of stench your attitude emanates.

IBTL

Let see... This thread is about DirecTV responding to every DTiVo problem with the "Reboot it". In some cases telling the customer the the unit should be replaced.

How many times did I mention that this particular issue was a poor choice to use as an example? Want me to go back and count or you want to read the thread instead? How many times did I point out that their answer is always to "Reboot it"? Again, you want me to count them or you want to really read the thread? Those are the points, not the screen blanking issue.

You're name calling little rant sure does a lot to impress me.

If that's all you can add to a thread, nothing of value, I would appreciate it if you kept it to yourself. Name calling like that is against the Forum rules, have you read the Forum rules?

If your intention is to get the thread locked that may very well do it. Is that your level of intellect? Have you tried anger management classes?

Last edited by BlankMan on 11-26-2003 at 11:19 PM

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11-26-2003 11:20 PM

SpankWare
Senior Member

Registered: Nov 2002
Location:
Posts: 256

quote:
Originally posted by BlankMan
You're name calling little rant sure does a lot to impress me. If that's all you can add to a thread, nothing of value, I would appreciate it if you kept it to yourself. Name calling like that is against the Forum rules, have you read the Forum rules?

If your intention is to get the thread locked that may very well do it. Is that your level of mentality? Have you tried anger management classes?

Ummm..... Could you show me where he actually called you a name? I see him describing certain things certain ways, but I don't see him calling you a name. Also, why do people here get up on their soap box and then whip out forum rules when they don't like the response?

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11-26-2003 11:27 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by SpankWare
Ummm..... Could you show me where he actually called you a name? I see him describing certain things certain ways, but I don't see him calling you a name. Also, why do people here get up on their soap box and then whip out forum rules when they don't like the response?

Here, I cut this out and pasted it here for anyone that hasn't read it. Your second question does not even deserve a response, just more trolling. Complete trolling, you're not even camouflaging it anymore, the fact that you are not discussing the thread topic.

quote:
-- Politeness

David Bott, our AVS Forum host for all this, has expressed to me that what he intends for all his forums is a coffeehouse atmosphere, where we all get together to discuss features, tricks, and problems with the high-tech toy of our interest in a relaxed, safe environment. Let's try to behave like civilized people would act when gathered in such a public place, even though we can't see each other. Disagreements and differences of opinions are of course welcome, but personal attacks, vindictive remarks, strong profanity, and other insulting behaviors are not welcome. Otherwise, you will drive off many of the people who could help you the most, or cause them to turn a deaf "ear" to your posts.

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11-27-2003 03:49 AM

David Platt
Circa 1974

Registered: Dec 2001
Location: Pittsburgh
Posts: 3150

quote:
Originally posted by BlankMan
Disagreements and differences of opinions are of course welcome, but personal attacks, vindictive remarks, strong profanity, and other insulting behaviors are not welcome

...unless, of course, that rude and insulting behavior is directed towards DTV technical support employees. It's perfectly fine then, I guess.

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11-27-2003 08:50 AM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by David Platt
...unless, of course, that rude and insulting behavior is directed towards DTV technical support employees. It's perfectly fine then, I guess.

Insightful. And I don't disagree. But the frustration that one has to encounter to get anywhere is just hard for me to fathom. Why is it that the attitude that DirecTv portraits is that their system can do no wrong?

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11-27-2003 08:33 PM

hookbill
Advanced Member

Registered: Dec 2001
Location: Northeast Ohio
Posts: 920

quote:
Originally posted by MixMasterMark
Yep. You are insane. All this over having to push 1 button.

Huh???? Are you really reading this thread? It has nothing to do with pushing one button, as BlankMan said that was the example he chose and it was a poor one. It has to do with getting help with issues that are related to technical problems, not just the canned answers that they hand out over the phone.

It is apparent to me that DTV does not seem to have the capability that TiVo had at solving problems we were experiencing prior to their take over of the DVR service. I don't believe BlankMan is just complaining to make some noise. Let's see what happens to some of you when you loose your channels lists, which has been going on for over 6 months now and your favorite show doesn't get recorded. You'll be pissed, it is one of the main reasons why we have D-Tivo's and don't use the VCR.

Hang in there, BlankMan. There are people who understand.

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11-28-2003 02:28 PM

Thespis
Senior Member

Registered: Apr 2003
Location:
Posts: 257

quote:
Here, I cut this out and pasted it here for anyone that hasn't read it. Your second question does not even deserve a response, just more trolling. Complete trolling, you're not even camouflaging it anymore, the fact that you are not discussing the thread topic.

quote:
--------------------------------------------------------------------------------
-- Politeness

David Bott, our AVS Forum host for all this, has expressed to me that what he intends for all his forums is a coffeehouse atmosphere, where we all get together to discuss features, tricks, and problems with the high-tech toy of our interest in a relaxed, safe environment. Let's try to behave like civilized people would act when gathered in such a public place, even though we can't see each other. Disagreements and differences of opinions are of course welcome, but personal attacks, vindictive remarks, strong profanity, and other insulting behaviors are not welcome. Otherwise, you will drive off many of the people who could help you the most, or cause them to turn a deaf "ear" to your posts.

So calling someone a troll is OK?
I read the entire thread and I understand your frustration, but a different opinion does not a troll make. If you post your opinion on a public forum, expect to be disagreed with.
As to dealing with customer service automatons: As my grandmother used to say, "You catch more flies with honey than with vinegar."

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11-28-2003 02:55 PM

SpankWare
Senior Member

Registered: Nov 2002
Location:
Posts: 256

quote:
Originally posted by BlankMan
Here, I cut this out and pasted it here for anyone that hasn't read it. Your second question does not even deserve a response, just more trolling. Complete trolling, you're not even camouflaging it anymore, the fact that you are not discussing the thread topic.

Again you call me a troll when you have nothing else to say. And who's breaking the rules now?

As for your little quote on politeness....... If you go read the post in question, you'll see that you were never called a name. Were some words used to describe the situation used? Absolutely, but you were never directly called a name. Unlike you, constantly calling me a troll.....

So, care to practice what you preach?

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11-28-2003 04:49 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

Thanks hookbill but it's tough. DirecTV's method is to wear you down until you finally give up. That's why DirecTV's Management operates the Support Organization in this fashion, it's not by accident, it's on purpose. I believe that if the CSR's had the access they needed to resources and what not they could truly do a good job. Some of them I have dealt with do try and want to help, unfortunately management has tied their hands.

quote:
Originally posted by Thespis
So calling someone a troll is OK?
I read the entire thread and I understand your frustration, but a different opinion does not a troll make. If you post your opinion on a public forum, expect to be disagreed with.
As to dealing with customer service automatons: As my grandmother used to say, "You catch more flies with honey than with vinegar."

I do not have a problem with someone disagreeing with me, but what he has done has been to try and incite. And MixMasterMark post was a personal attack, he did not debate the issue as I have stated it to be and hookbill has reiterated, he came straight after me. I mean look what we wrote, you'd have a hard time convincing me that he has a very high level of intelligence, people that do typically do not resort to that type of behavior.

The definition of a Troll is that of someone who does not add anything of value and who's purpose is to try and incite. He's is hitting both of those dead center. IMHO If the shoe fits... I've never seen anything on this board that says you can't call out a Troll, I've seen it done many times.

Last edited by BlankMan on 11-28-2003 at 04:58 PM

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11-28-2003 04:56 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by SpankWare
Again you call me a troll when you have nothing else to say. And who's breaking the rules now?

As for your little quote on politeness....... If you go read the post in question, you'll see that you were never called a name. Were some words used to describe the situation used? Absolutely, but you were never directly called a name. Unlike you, constantly calling me a troll.....

So, care to practice what you preach?

Yep.

I don't believe I am and I'm sure if I was a Moderator would surely let me know.

I'll say it again, that was a personal attack.

The definition of a Troll is that of someone who does not add anything of value and who's purpose is to try and incite. You're not debating the issue of this thread, maybe someone else will jump in and try to help you understand that. I've never seen anything on this board that says you can't call out a Troll, I've seen it done many times.

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11-28-2003 05:20 PM

SpankWare
Senior Member

Registered: Nov 2002
Location:
Posts: 256

quote:
Originally posted by BlankMan
Yep.

I don't believe I am and I'm sure if I was a Moderator would surely let me know.

I'll say it again, that was a personal attack.

The definition of a Troll is that of someone who does not add anything of value and who's purpose is to try and incite. You're not debating the issue of this thread, maybe someone else will jump in and try to help you understand that. I've never seen anything on this board that says you can't call out a Troll, I've seen it done many times.

I don't have to continue to debate the issue of this thread as I have already done so. You complained about two issues. A technical problem, and the email support (or rather, lack of) you received for it. When pressed you indicated you already knew you would get this type of response using this method, but continued anyway. I called you out on it, so you asked me to phone in and get resolution. So I did. Then you came back and said it was about the tech support, not your issue. Then when people pointed out how stupid it was for somebody to continue to follow an avenue for support that has repeatedly been shown as ineffective, you got defensive and started calling people trolls, whining about name calling and the rules the whole time.

What value did YOU add to this thread? I know I suggested a more effective method of tech support, and followed up by proving that by getting a response to your issue using my method. You did a lot of whining, I gave you real suggestions and even the answer to your issue. Now.... who contributed more?

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11-28-2003 05:42 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by SpankWare
I don't have to continue to debate the issue of this thread as I have already done so. You complained about two issues. A technical problem, and the email support (or rather, lack of) you received for it. When pressed you indicated you already knew you would get this type of response using this method, but continued anyway. I called you out on it, so you asked me to phone in and get resolution. So I did. Then you came back and said it was about the tech support, not your issue. Then when people pointed out how stupid it was for somebody to continue to follow an avenue for support that has repeatedly been shown as ineffective, you got defensive and started calling people trolls, whining about name calling and the rules the whole time.

What value did YOU add to this thread? I know I suggested a more effective method of tech support, and followed up by proving that by getting a response to your issue using my method. You did a lot of whining, I gave you real suggestions and even the answer to your issue. Now.... who contributed more?

Fact: DirecTV has an email support mechanism.

Fact: By your own admission it is ineffective.

Fact: I choose to use DirecTV's email support system.

Fact: I expect to get a reasonable level of support when using DirecTV's email support system.

Fact: The purpose of this thread is to enlighten potential DirecTV customers that DirecTV's Support leaves a lot to be desired regardless of the method of communicating with them.

Fact: Numerous DirecTV customers that have been experiencing the Favorite Channels and Channels I Receive loss problem have contacted DirecTV by your recommended method, the telephone. DirecTV still has not acknowledged the problem exists while numerous TiVo employees have acknowledged that there is a problem and even this fact has been brought to DirecTV's attention.

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11-28-2003 09:43 PM

steuert
TivoGeezer

Registered: Mar 2002
Location: Tucson, AZ
Posts: 1711

What a tempest in a teapot! I never thought I'd end up defending DTV, but IMO their support is no worse than that of other large organizations such as AOL, Dell, AT&T, etc., etc. It's pretty much a function of cost: having a corps of knowledgeble reps promptly available to answer questions/solve problems and follow through properly is a very expensive proposition, unless you levy an extra charge for each call as do many computer and software vendors - an expedient I am sure would not be very popular around here.

On the other hand DTV has done some things which are of substantial benefit to DTiVo owners: unilaterally reducing their monthly fee from $10 to $5 (for two tuners) while TiVo continues to charge $13 for service to one tuner (or $26 for two), for example. And their generous subsidy of DTiVo hardware, free antenna upgrades, etc., although done for business reasons certainly benefits their customers as well.

If you are really this upset w/DTV, I am sure the Dish Network would welcome you as a customer. Then you can post your complaints on the Dish Community Forum (if there even is one.)

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11-28-2003 09:59 PM

BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by steuert
What a tempest in a teapot! I never thought I'd end up defending DTV, but IMO their support is no worse than that of other large organizations such as AOL, Dell, AT&T, etc., etc. It's pretty much a function of cost: having a corps of knowledgeble reps promptly available to answer questions/solve problems and follow through properly is a very expensive proposition, unless you levy an extra charge for each call as do many computer and software vendors - an expedient I am sure would not be very popular around here.

On the other hand DTV has done some things which are of substantial benefit to DTiVo owners: unilaterally reducing their monthly fee from $10 to $5 (for two tuners) while TiVo continues to charge $13 for service to one tuner (or $26 for two), for example. And their generous subsidy of DTiVo hardware, free antenna upgrades, etc., although done for business reasons certainly benefits their customers as well.

If you are really this upset w/DTV, I am sure the Dish Network would welcome you as a customer. Then you can post your complaints on the Dish Community Forum (if there even is one.)

Finally, a viewpoint that brings some fresh thoughts.

Yes they did save us some money in the monthly fee, so because of that we should be willing to accept sub-standard support and not mention things like the Favorite Channels and Channels I Receive loss problem and not expect any of them to be addressed and corrected? At the least acknowledged?

I know Dish is worse, why would I want to do that?

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11-29-2003 09:54 AM

goony
Member

Registered: Nov 2003
Location:
Posts: 104

quote:
If you are really this upset w/DTV, I am sure the Dish Network would welcome you as a customer. Then you can post your complaints on the Dish Community Forum (if there even is one.)

Here's 3 that I know of, in order of "most DISHy":
http://www.satelliteguys.us
http://www.dbstalk.com
http://www.dbsforums.com

I've been a Dish network customer since 1996, switching to DirecTV via DirecTivos next week.

Oh... some Dish receivers showed a constantly creeping up/down song title so as to prevent burn-in.

Last edited by goony on 11-30-2003 at 07:34 AM

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