Is it me or Direc?

[lern4483]

I have seen in a few cases where DirecTV has sent a paper letter to a persons home and threatened to terminate their service because they were given too many credits. In fact if I remember correctly it happened to Goaliebob!

DirecTV should honor the price they gave you on the phone, to quote you a price on the phone and then charge you twice as much borders on CRIMINAL.

But as we learned lately what DirecTV says and does is to seperate things. It is sad to see actually.

Threatened to terminate?? Thats harsh.
I guess Im lucky that they admitted wrong doing...

But to shut someone down? That I have not heard of before...

 

[Rey]

Well, I feel vindicated!!!

I spoke to a lady in corporate office.

She reviewed my acct.
Major appologies from Direc.

Somehow flagged my acct by accident.

She said a manager should have caught this.

She made good on the NFL deal that was quoted to me at 149.

Whew...I feel better about direc after this fiasco!

congrats :up

 

[Rguy2]

Interesting. I hadn't experienced that.

 

[Rguy2]

Looks like now they may be in trouble for thier promotion for NFL Sunday Ticket:

- Join the class action lawsuit against DirecTV for predatory sales practices

 

[Hemi 6.1]

Looks like now they may be in trouble for thier promotion for NFL Sunday Ticket:

- Join the class action lawsuit against DirecTV for predatory sales practices

Wow, This should be a satellite guys front page headline.

 

[lern4483]

congrats :up

Thanks Rey!

 

[stonecold]

Thanks Rey!

Glad things work out. Sometimes like I said in a previous post it could be miss applied credit codes which when you get a person of right position they can look at the account and clear the flag.

 

[Scott Greczkowski]

Congrats, I love hearing a happy ending to a story like this.

Thumbs up to DirecTV for coming through here.

 

[lern4483]

Congrats, I love hearing a happy ending to a story like this.

Thumbs up to DirecTV for coming through here.

Ill tell you it was tiring. Its seems the lower tier managers just repeat the csrs?

Whats the point of being a manager if you cant go above and beyond to make a customer happy?

In the long run it keeps the cash flow going.

Its baffling that the managers seem powerless to make things happen.
Long ago when I worked in retail running a store I was told do what you have to do to make the customer happy.

Of course you dont give away the store but you find a way to come to ''yes''

I, too, am glad that direc did the right thing...At least the higher ups...get it.

 

[stonecold]

Ill tell you it was tiring. Its seems the lower tier managers just repeat the csrs?

Whats the point of being a manager if you cant go above and beyond to make a customer happy?

In the long run it keeps the cash flow going.

Its baffling that the managers seem powerless to make things happen.
Long ago when I worked in retail running a store I was told do what you have to do to make the customer happy.

Of course you dont give away the store but you find a way to come to ''yes''

I, too, am glad that direc did the right thing...At least the higher ups...get it.

I with you until you made those comments.

We stick to policy per corporate request.


Yes we have some leeway... If your rude to one of my reps then can promise you I am going to back them up unless they mis understood policy that listed in your information data base that list all policies of the company.

You come off as a jerk ditto.

You come off calm and concern manager are willing to go out of there way.

 

[lern4483]

I with you until you made those comments.

We stick to policy per corporate request.


Yes we have some leeway... If your rude to one of my reps then can promise you I am going to back them up unless they mis understood policy that listed in your information data base that list all policies of the company.

You come off as a jerk ditto.

You come off calm and concern manager are willing to go out of there way.

Sorry..Dont name call...You dont know me...

Ive never misstreated anyone. Again Ive been in the service bussiness
so I know how to treat people, with respect!

Dont assume you know how I have dealt with direc tv.
Im telling my experience and how it has been for me.

I never attacked a csr or manager. Not my style.
However if they are not doing their job I will go higher.

However, I do feel that some of the managers at direc I have dealt with have not done a good job-Period.

My experience not yours..

Man, whats happened to this forum??Cant explain an experience without some know it all jumping down your throat?

 

[stonecold]

Sorry..Dont name call...You dont know me...

Ive never misstreated anyone. Again Ive been in the service bussiness
so I know how to treat people, with respect!

Dont assume you know how I have dealt with direc tv.
Im telling my experience and how it has been for me.

I never attacked a csr or manager. Not my style.
However if they are not doing their job I will go higher.

However, I do feel that some of the managers at direc I have dealt with have not done a good job-Period.

My experience not yours..

Man, whats happened to this forum??Cant explain an experience without some know it all jumping down your throat?

All that I ask is that since I dont go into your place of business and insult you that you dont do the same to me.

There is strict policy on the Excessive Credit Flag. We are paid to follow policy plain and simple. Removing the Flag at the Supervisor/Manager level is asking to be fired, Same with Floor and Operation Managers.

I never had a problem with you going to a higher level as that what I would of done. But I would not have insulted the agents and the managers above them with your comments.

Yes some managers will see the *** flag and thats it. Then there are some liek me who know that there are times where it gets triggered by the billing system unfairly and would review the account and if it was falsely triggere for a number of reason I use mentioned in other post we would of ran it right up the pole to get it removed. Plain and simple.

Are all agents perfect ... no are Supervisors/Managers... no Operation Managers and Directors .... no

:rant:

But there no need to lump us all in the same group.

P.S. If you have not figured it out yet I am now jumping down your throat because you have insulted my 2nd profession. Yes is it fun no; is it great work no; but do I take pride in my work damn right I do and I hate it when people insult my work. Now as far as everyone else who the heck knows why maybe they just dont like the borg.

 

[Hemi 6.1]

But there no need to lump us all in the same group.

because you have insulted my 2nd profession. .

Whats your first profession?

 

[lern4483]

All that I ask is that since I dont go into your place of business and insult you that you dont do the same to me.

There is strict policy on the Excessive Credit Flag. We are paid to follow policy plain and simple. Removing the Flag at the Supervisor/Manager level is asking to be fired, Same with Floor and Operation Managers.

I never had a problem with you going to a higher level as that what I would of done. But I would not have insulted the agents and the managers above them with your comments.

Yes some managers will see the *** flag and thats it. Then there are some liek me who know that there are times where it gets triggered by the billing system unfairly and would review the account and if it was falsely triggere for a number of reason I use mentioned in other post we would of ran it right up the pole to get it removed. Plain and simple.

Are all agents perfect ... no are Supervisors/Managers... no Operation Managers and Directors .... no

:rant:

But there no need to lump us all in the same group.

P.S. If you have not figured it out yet I am now jumping down your throat because you have insulted my 2nd profession. Yes is it fun no; is it great work no; but do I take pride in my work damn right I do and I hate it when people insult my work. Now as far as everyone else who the heck knows why maybe they just dont like the borg.

First of all I would not be silly enough to say all csrs or all managers
dont get it.

Ive dealt with several managers at both dish and direc who have been good and bad...

Just like in my profession. There are managers who like yourself understand how to go above and beyond to take care of someone.

So, I would never lump anyone into a category...That would be extreme.

Its just that recenetly my experience with 3 direc tv managers have not been good.

They as well as myself were respectful and professional.
But none of them solved the problem.

I had to go above their head . I too work and time was waisted.

So my final experience was a good one. The person who solved the problem was dissapointed with the 3 previous managers.
She told me the only way we at Direc can do a better job is feedback..Good and bad.

Idealy, I have been trained, again when running stores in retail to handle and fix an issue the ''first'' time. If a customer wanted to go over my head that meant I did not fix the issue..

If one of those managers said-hey Im not sure about this , let me find out.
Made it a one call experience-Great! They took intiative.

We all work hard and do the best we can do...

Stone, you take pride in what you do! The problem is customer service
has slipped in allot of places not just the sat industry.

It boils down to training..Its that simple.

Yes, there are people who take advantage...but then there is the rest of us who just want good service at a fair price.

 

[stonecold]

First of all I would not be silly enough to say all csrs or all managers
dont get it.

Ive dealt with several managers at both dish and direc who have been good and bad...

Just like in my profession. There are managers who like yourself understand how to go above and beyond to take care of someone.

So, I would never lump anyone into a category...That would be extreme.

Its just that recenetly my experience with 3 direc tv managers have not been good.

They as well as myself were respectful and professional.
But none of them solved the problem.

I had to go above their head . I too work and time was waisted.

So my final experience was a good one. The person who solved the problem was dissapointed with the 3 previous managers.
She told me the only way we at Direc can do a better job is feedback..Good and bad.

Idealy, I have been trained, again when running stores in retail to handle and fix an issue the ''first'' time. If a customer wanted to go over my head that meant I did not fix the issue..

If one of those managers said-hey Im not sure about this , let me find out.
Made it a one call experience-Great! They took intiative.

We all work hard and do the best we can do...

Stone, you take pride in what you do! The problem is customer service
has slipped in allot of places not just the sat industry.

It boils down to training..Its that simple.

Yes, there are people who take advantage...but then there is the rest of us who just want good service at a fair price.

All I can say is that is the credit flag was raised it is a serious matter and most managers will not touch it because of what policy states.

You view it from a i was offered this and then it was reversed and I was charged full price and I like to get my discount back i was offered.

From our stand point the flag been it every manager who removes it is putting there word on the line saying in there opinion that there was not just cause to remove it not something "We" take lightly.


So yes your going to get resistance about the credit flag.

I am glad you got it resloved , but it I think it is something that was more serious then you realized in terms of what corp policy dictates on the flag and its removeal.

 

[lern4483]

All I can say is that is the credit flag was raised it is a serious matter and most managers will not touch it because of what policy states.

You view it from a i was offered this and then it was reversed and I was charged full price and I like to get my discount back i was offered.

From our stand point the flag been it every manager who removes it is putting there word on the line saying in there opinion that there was not just cause to remove it not something "We" take lightly.


So yes your going to get resistance about the credit flag.

I am glad you got it resloved , but it I think it is something that was more serious then you realized in terms of what corp policy dictates on the flag and its removeal.

If it was more serious...Why would direc say the flag was ''their'' error?

I also understand that ''as per you'' managers stay clear of flags. But it would have been ok if one said let me dig further...Thats the right thing to do.
Errors or mistakes happen. However, not taking the next step is just not ok...
Thats not good customer service not matter how its said.

As Scott stated they have closed accts down over credit abuse.
Again, I do not abuse the credit system.

Serious or not I finally recieved the right service plus an apology for poor service.
Plus correction on the price.

Finally-Direc made it right!

 

[Hemi 6.1]

All I can say is that is the credit flag was raised it is a serious matter and most managers will not touch it because of what policy states.

You view it from a i was offered this and then it was reversed and I was charged full price and I like to get my discount back i was offered.

From our stand point the flag been it every manager who removes it is putting there word on the line saying in there opinion that there was not just cause to remove it not something "We" take lightly.


So yes your going to get resistance about the credit flag.

I am glad you got it resloved , but it I think it is something that was more serious then you realized in terms of what corp policy dictates on the flag and its removeal.

Credit Flag, Sorry But thats the biggest joke . If a company keeps on giving your credits, how is that anyones fault other then Directvs? Don't give the credits then, and teach your CSR's to keep their mouths shut about the offers untill they review the account first. Sounds simple to me.
My credit flag raises too when I get charged for something I'm not supposed too.
Sounds Like a good way to get out of your commitment, D* gives a Customer too many Credit and then the Customers gets terminated. Too Funny, and you all dare say anything about how Dish Network runs their business. If E* feels they gave you too many Credits, Its really simple , They tell you you don't quailfy. Doesn't sound like this is D* policy.
But I know , I'm just bashing D* again.

 

[lern4483]

Credit Flag, Sorry But thats the biggest joke . If a company keeps on giving your credits, how is that anyones fault other then Directvs? Don't give the credits then, and teach your CSR's to keep their mouths shut about the offers untill they review the account first. Sounds simple to me.
My credit flag raises too when I get charged for something I'm not supposed too.
Sounds Like a good way to get out of your commitment, D* gives a Customer too many Credit and then the Customers gets terminated. Too Funny, and you all dare say anything about how Dish Network runs their business. If E* feels they gave you too many Credits, Its really simple , They tell you you don't quailfy. Doesn't sound like this is D* policy.
But I know , I'm just bashing D* again.

AMEN!! Well said Hemi!

I could n't have said it any better...

 

[stonecold]

Credit Flag, Sorry But thats the biggest joke . If a company keeps on giving your credits, how is that anyones fault other then Directvs? Don't give the credits then, and teach your CSR's to keep their mouths shut about the offers untill they review the account first. Sounds simple to me.
My credit flag raises too when I get charged for something I'm not supposed too.
Sounds Like a good way to get out of your commitment, D* gives a Customer too many Credit and then the Customers gets terminated. Too Funny, and you all dare say anything about how Dish Network runs their business. If E* feels they gave you too many Credits, Its really simple , They tell you you don't quailfy. Doesn't sound like this is D* policy.
But I know , I'm just bashing D* again.

The credit flag does exsist because unfornately not everyone reads. I actually agree with you on most of it the csrs are tought to check credits before issue any new credit but the flag is there because people due make mistakes and not follow policy frankly D* policy is the same as E*


Also the credit flag and excessive credit letter are two separate things.

The one is to stop the other from happening.

 

[stonecold]

Whats your first profession?

Director of Operations/IT at a national background check company.