Need Help with Directv issues?

[Scott Greczkowski]

Scott got a question I made an account with the MultiChannel News site.Tried to post a reply to "What's wrong with DirecTV" article clicked submit after entering the ID numbers and letters.Got a blank screen does it take awhile for new posts to show up?.

Mods please adjust this post where needed please.

That I don't know I dont have any control over it.

I use to have more control, but they changed their backend software so now I can't even edit columns to fix the spelling and grammer errors I ofen make as if I do it screws up the rest of the site.

 

[Scott Greczkowski]

there is a way to processed a urgent refund request which is 8 bus days

Thats better then 8 weeks. Unfortunately that was not offered to me, I was only told direcTV's refund "policy"

 

[Rey]

like what you're doing here stone:up. i only have one question. if I add an old HR20-700 to my account will that trigger a new 2 year commitment?

 

[Jhon69]

hey i was with dish for 11 years ,,and ill tell you directv is just fine with me could not be happier...i called in a few weeks ago about versus being taken off and they offered me showtime free for one year and a 5.00 credit off my bill for 6 months for being only a loyal customer for only 2years..which i thought was pretty cool..so come jan when all the new hd channels get flipped on everyone will go back to bashing dish again,,,

You are a wise person.

As I always say"The best DirecTV Subscriber is a previous Dish Subscriber".

 

[stonecold]

like what you're doing here stone:up. i only have one question. if I add an old HR20-700 to my account will that trigger a new 2 year commitment?

It should not if the reciver is owne even if you need a new card you should not extend comittment.

But I would activate and the check after words. I reactivate a number of owned hr20 units with out contract issues.

Edit new access cards tend to extend contracts

 

[Rey]

It should not if the reciver is owne even if you need a new card you should not extend comittment.

But I would activate and the check after words. I reactivate a number of owned hr20 units with out contract issues.

thank you

 

[stonecold]

thank you

Rey if you get around to activating it I give you my number and I do it for you and make sure it does not extend. I did call ACDT, if the reciever was already on the account before and they replace the card no comitment

If the box was on a different account our billing system would view it as a new activation though there are grounds to reverse the comitment.

 

[Rey]

Rey if you get around to activating it I give you my number and I do it for you and make sure it does not extend. I did call ACDT, if the reciever was already on the account before and they replace the card no comitment

If the box was on a different account our billing system would view it as a new activation though there are grounds to reverse the comitment.

i appreciate that. this would be a used but lease free hr20 previously owned by someone else which means i would need a new access card. i don't have the HR20 yet but i will soon.

 

[Ronnie-]

I am sure many will appreciate the help

 

[stonecold]

thank you

Rey if you get around to activating it I give you my number and I do it for you and make sure it does not extend. I did call ACDT, if the reciever was already on the account before and they replace the card no comitment

If the box was on a different account our billing system would view it as a new activation though there are grounds to reverse the comitment.

 

[jcrandall]

As I mentioned a few weeks ago, Stonecold, your efforts here are much appreciated!

I just wish the management would realize some of the bigger picture mistakes they are making, such as ETF like Scott mentioned. These issues are being heard of much more today than a year ago, and churn is lower, so it is not more customers leaving, just more customers leaving with a bad experience.

 

[stonecold]

As I mentioned a few weeks ago, Stonecold, your efforts here are much appreciated!

I just wish the management would realize some of the bigger picture mistakes they are making, such as ETF like Scott mentioned. These issues are being heard of much more today than a year ago, and churn is lower, so it is not more customers leaving, just more customers leaving with a bad experience.

In Scotts case like so many others it one mistake lead to another that lead to another which caused this mess for him.

1. Agent who order his replacement reciever did not do it correctly as a replacment or our billing software would of never ext the contract

2. Agent who activated said reciever then did not double check to make sure it did not extend contract . Though sometimes there about a 24 hours gap from the time a box is activate and the ext showing up. So it may or may not be depending on how busy the billing system is .

3. Rent Agent who did not follow through and make sure that the ecf did not apply when scott cancled it should of been taken care of right there.


Those are 3 points i gathered from Scotts article... Scott posted his bill I never thought he was lying about it I just use his artcle to my agents to show where there are failures in the system. That we check and double check call notes make sure what ever the prevous agent said to the customer they did do, if not fix it for them.

 

[MikeinBaja]

Great thing you are doing here Stone - well above and beyond the call of duty.

Although I hope to never need your assistance (pay my bills on time, don't call begging credits, etc.) it's nice to know that billing issue access is available via someone who actually gives a rat's hind end.

I honestly have a hard time understanding why folks get so worked up over the committment issue. In my case, we LOVE sports, so DTV is in our home to stay. Wife would probably start lopping off my precious body parts if I suggested a change! But that's just us - others I'm sure suffer from that age old "fear of committment".

Suggestion: this topic should be moved or reformatted/reformulated into a stickey so it doesn't get lost and appears more prominently for those who might not be SG junkies.

Just my 2 pennies worth.

 

[armchair]

Great thing you are doing here Stone - well above and beyond the call of duty.

Although I hope to never need your assistance (pay my bills on time, don't call begging credits, etc.) it's nice to know that billing issue access is available via someone who actually gives a rat's hind end.

I honestly have a hard time understanding why folks get so worked up over the committment issue. In my case, we LOVE sports, so DTV is in our home to stay. Wife would probably start lopping off my precious body parts if I suggested a change! But that's just us - others I'm sure suffer from that age old "fear of committment".

Suggestion: this topic should be moved or reformatted/reformulated into a stickey so it doesn't get lost and appears more prominently for those who might not be SG junkies.

Just my 2 pennies worth.

I second the motion to make a "Directv Help Sticky". Great suggestion!

It's good to know what's really going on behind the scenes. Directv should adopt some formal accountability and let their patrons know that they are fixing these issues and not accepting a status quo or sub par customer relations.

Good job, Stone; keep digging!

 

[stonecold]

Well there are some jabs in this thread. But Probably just a mini FAQ on how to get help here. I see about talking to scott about some kind of formating we can use to provide help.

I will continue to write ( snail mail letters to the board about this idea i have of getting an offical support forum here much like the ones at dslreports.com

 

[MikeinBaja]

Well there are some jabs in this thread. But Probably just a mini FAQ on how to get help here. I see about talking to scott about some kind of formating we can use to provide help.

I will continue to write ( snail mail letters to the board about this idea i have of getting an offical support forum here much like the ones at dslreports.com

Hang in there Stone - discovered long ago that you ALWAYS finish way ahead when you do the right thing - maybe not in the short haul - but always way ahead in the end.

Keep on plugging buddy!

 

[cfb]

Hey Stonecold, good job of helping out outside the normal bands.

One thing you might want to check out is how directv feels about directly helping people in this manner. About 10 years ago before I retired I helped out some people on a forum that had some issues with one of my company's products. I actually received an award from my boss for going above and beyond.

Until the company PR people found out about it and upper management flipped out that someone was going 'outside the approved channels'.

Directv seems to play things very close to the vest. As far as I know, actual directv employees dont 'work' the directv user forums, and you're the first directv employee I've ever seen on any forum that openly admitted to working for the company and offering to provide information and help directly.

Just make sure what you do here is within the company guidelines and stay safe. Outside of that, thanks for all the help you're offering.

 

[stonecold]

Hey Stonecold, good job of helping out outside the normal bands.

One thing you might want to check out is how directv feels about directly helping people in this manner. About 10 years ago before I retired I helped out some people on a forum that had some issues with one of my company's products. I actually received an award from my boss for going above and beyond.

Until the company PR people found out about it and upper management flipped out that someone was going 'outside the approved channels'.

Directv seems to play things very close to the vest. As far as I know, actual directv employees dont 'work' the directv user forums, and you're the first directv employee I've ever seen on any forum that openly admitted to working for the company and offering to provide information and help directly.

Just make sure what you do here is within the company guidelines and stay safe. Outside of that, thanks for all the help you're offering.

Well I changed my sig,

As long as I dont make any changes to customer accounts with out them calling in I should be fine.

also as I my sig says my post dont represent directv directly.

that why I been on a letter wrighting campaign. To managment anomously .

Outlingly direct support forums like Verizon , Comcast, and others on dsl reports which have improved the companies pr and helped customers.

I am not going to say anything that I am not allowed to say on the phone and as long as I dont touch anyone account DTV does not have much say what I do in my off time.

 

[cfb]

DTV does not have much say what I do in my off time.

I learned otherwise and a whole lot of news stories lately regarding peoples facebook and twitter activities say otherwise, but...carry on!

 

[Rey]

^ sent you a pm stone.