New Member
•
4 Messages
customer service..?
To Whom It May Concern,
Greetings, this letter has been a long time in the writing. I have been putting it off - hoping that these issues were solutions in the making. Hoping that the entrance of AT&T ownership and obvious changes to daily operations - not just from a consumer point of view, but in conversations with DirecTV employees deep in the technical operations when my responsibilities as Director of Broadcast Operations for a media producer whose programming is carried on multiple outlets including DirecTV - intersected with theirs). And let me say that anytime and every time I've had to work with people in the TOC, BOC, Broadcast Services and Resource Management, they have always been top of their game and a pleasure to problem solve with. Then there's contractors assigned to deal with numerous consumer-level failures in the field - of which I have had more than my share. And then the departure of AT&T seemingly leaving DirecTV twisting in the wind, which MAY NOT be the case but, in this business - perception is reality.
What I hope this letter accomplishes is a firm understanding between us that the technology is, to name a few:
1. Grossly unreliable.
(closed captioning fails, to wit: every other page of text is missing
requiring a reboot of the receiver, once or twice a week).
2. Failure-prone ((hard drive recorded programming (glitching)).
constant picture breakup/distortion with audio chatter).
3. Autonomous Trespass (promotion and/or advertising during periods paused playback.
4. Autonomous Rogue Operation - despite user-settings.
...each of which will be addressed herewith.
These shortcomings impact any and all our enjoyment of TV viewing.
If your response to these issues is anything akin to irreconcilable, I can accept that and my decision to part company will come to fruition. That said, I want to be clear. . . I will not 'go quietly into that good night'. My 'voice' will be heard in the wilderness of customer dissatisfaction. I have suffered with these issues far too long, and my satisfaction is not reflected in what I'm paying for.
If I can't expect reliable quality, and depend on getting my money's worth,
just say so, and we can part ways and agree to disagree.
More to the point:
1. "Grossly Unreliable".
Through the course of changing channels (we only have a handful of channels we alternate between), closed captions WILL fail! The symptomatology is the same every time. This is NOT a failure of user-equipment. The captions are generated by the DirecTV equipment. Even IF the failure was user-equipment, the captions are delivered BY DirecTV equipment; the causality is the same.
2. "Failure-prone".
Let's be clear... I AM fully aware of how DirecTV equipment functions. I have been a Broadcast Engineer for over 40 years. I am fully aware that the programs I view are buffered through a hard disc drive, thus providing a rewind and forward feature. This technology is failing for the third time. Programs recorded and/or buffered suffer from distorted breakup, audio glitching (chatter, and squawking) when we least expect it and programming is lost, missed AND thoroughly IRRITATING. I suspect bad sectors on the HD, which calls into question the MTBF (mean-time-before-failure) specifications. I've been told by multiple contractors in service to DirecTV - when pressed into service to address DirecTV equipment in our home - that any and all "replacement" equipment is refurbished. NO NEW equipment is available. Nor is any expected to become available. In essence... we cannot expect our customer experience to improve.
3. "Autonomous Trespass".
A while ago it was possible to PAUSE a program when a segment was ending and before the commercials started. Essentially, "in black"; allowing for a viewer to take a break and then return to viewing and thus SKIP the commercials.
When I Pause A Program In Black - I EXPECT THE SCREEN TO REMAIN IN BLACK.
But now. . . I am barraged with bulls**t promos for programs I don't give a (Edited per community guidelines) about.
THAT is trespass, unwelcome, irrelevant, and rapidly approaching 'deal-breaker' status.
My viewing habits are not negotiable. I want what I want WHEN I want it.
I'm paying for television-my-way. And for the record, I would gladly pay more per month to NOT have to deal with the intrusion of bulls**t. . .
....hmmm, perhaps another revenue stream..?
I want to skip commercials, promos, any programming blather. I adjust my viewing habits specifically to minimize commercial content. Here's my take... a customer pauses a program for reasons that are theirs alone, and DirecTV seizes the opportunity to put commercials and promos in front of customers because they can - while not 'technically' preempting the programming of the channel. No doubt a revenue stream to promote alternative viewing.
I'm not motivated by unwelcome solicitations at my front door, in the parking lot, or in my home. Moreover, I'm put off by it and liable to respond in this way. It's one thing to be welcome in my home, but when I pay for the privilege, you had better behave according to my rules.
DirecTV SEES FIT TO INVADE OUR HOME WITH THEIR BRAND OF BULLS**T...
- NO THANKS.
4. Autonomous Rogue Operation.
Despite user-settings, and what has brought this to head.
This morning, I launched our home theater in order to watch the news (CNN) only to discover that the Genie box had "gone to sleep". This function preempted my ability to rewind to the beginning of the program, thus missing the program from the start. The Genie chose to sleep despite "Power Saving" set to "OFF", and instead was displaying more of the DirecTV bulls**t promo slideshow. ENOUGH ALREADY..! As it is I have three "Mini" boxes tuned to specific channels (MSNBC, Smithsonian Channel, CNN) to facilitate access to those channels - in progress (buffering on the HD), and thus being navigable (rewind / forward) effectively 'on demand', MY demand. I don't want ANY receiver to sleep. I acknowledge that there may be times that the receiver downloads updates and must reboot. But if it can launch promo slideshows afterword... then it can resume last channel operation and NOT interfere with my viewing expectations.
I don't appreciate leased / rented equipment in my home taking ownership of my viewing expectations.
In conclusion, if this is the best we can expect from DirecTV, then say so; and our course of action is set.
Thank-you for your attention.
Sincerely, Timothy A. Colvard, customer
Accepted Solution
litzdog911
ACE - Sage
•
46.7K Messages
3 years ago
Sounds like you got some amazing support from DirecTV.
0
0
Juniper
ACE - Expert
•
23.6K Messages
3 years ago
Your letter just went to other customers. This is a public forum, not customer support. Per the forum guidelines, you shouldn't post personal info like your full name for your privacy and protection.
Normally you call for official support, but your complaints are beyond their scope as they don't design the service. A BBB complaint would send your concerns to the corporate level which usually results in them contacting you.
The Genie's multiple tuners to be a server to Clients means it cannot be forced to stay on a tuner like previous generation boxes. It has been years since a new box was made (though sounding like a "Gemini", a new version of a Client, may be in the works).
Management of DirecTV has been passed to the new co-owner, though AT&T retains 70% ownership. Still waiting to hear more on equipment innovation on full receivers, not just the new "Gemini" Client that has been mentioned.
If you want your voice heard where it matters, file a BBB complaint. Otherwise call and cancel if you cannot live with the current options.
As a side note, you are not renting the boxes. They are leased only in the sense they must be returned to DirecTV (plus not allowed to tear them appart and mess with them). Being 'leased' does not change your monthly cost as you are paying for the service and authorized TVs. Those with owned equipment (from back when that was an option) pay the same monthly cost for equivilent services.
(edited)
0
0
socrates2
New Member
•
1 Message
3 years ago
The genie remote is not guaranteed to last the life of the DirecTV contract. Shoddy. If one wants a replacement, corporate policy is to extort and extended warranty on corporate produced and manufactured equipment. This sure sounds like a monopolistic behavior.
I have called reps on to take care of this problem and say they're (me, too!) "stuck" with corporate policy. Pay the extorted warranty or their equipment will not get replaced or repaired. Bad, very bad. I intent to cancel my service the day this worthless contract expires...
Be well.
0
0
shannon02
ACE - Expert
•
21.3K Messages
3 years ago
Remotes are owned accessories so at most there is a 90 day warranty, they are cheaper online.
0
0
Juniper
ACE - Expert
•
23.6K Messages
3 years ago
@socrates2
The remote is an owned accessory. Normally those have a 90 day warranty. Mine lasted years before having to replace (a couple weeks ago actually).
If you mean the Mini Genie Client (some have mistakenly referred to them as "remotes"), that has an ongoing warranty as receiver and client boxes are owned by DirecTV.
There is no extortion or extended warranty. You likely refer to the Equipment Protection Plan, which is optional. I will say I don't see it as good value. At $8.99 a month ($107.88 a year), it covers service calls ($99), delivery of replacement boxes ($19.95) and remote controls ($15). As remotes are cheaper through other retailers (many deal in bulk, i.e. Amazon), and you shouldn't constantly need service calls and replacement boxes, you pay more in the long run then the one-time costs would be.
If an agent said that then they were lying. Probably trying to pad their stats for an upsell.
Go right ahead, it matters not to us one way or another. This is a public forum. You want to complain to DirecTV or make changes, then call them. This is not customer support.
0
0
manyhats
New Member
•
4 Messages
3 years ago
I wasn't looking for Customer "Support". My intent is to document the lousy reliability of the technology. I'm on my fourth GENIE receiver (NOT the remote). I also have three (3) mini boxes for additional locations throughout the house. As it turns out when watching TV on the Genie, the only way to 'navigate' "Rewind" or "Skip" is and only IF one of the Minis have been tuned to the channel I want to watch on the Genie; thus the Genie has been buffering on the DVR (HD).
I'm expecting a technician any moment to arrive and replace the Genie - #5 in two years. This is getting old.
0
0
shannon02
ACE - Expert
•
21.3K Messages
3 years ago
Why is a tech needed to replace a defective receiver?
0
0
Juniper
ACE - Expert
•
23.6K Messages
3 years ago
@manyhats
If you are just replacing a box, then you don't need a tech. They drop ship it for $19.95 and you plug it in. A tech is only needed if there is something further wrong with the wiring, cable, etc.
0
0
manyhats
New Member
•
4 Messages
3 years ago
I'm thoroughly capable of swapping out a receiver. But since I lit a fire underneath Customer Service with a letter to the CEO addressing the shortcomings, AND a letter to the FCC for unreliable Closed Captioning. . . I had a visit from a TEAM of techs in two service vans come to the house. They replaced the receiver, the video bridge, all Mini receivers, the LNB, all cabling under the house and in the theater, and removed ALL old equipment. All of which I could've done myself; BUT THAT is NOT what I'm paying for. It's called 'Pay TV' for a reason. When I report failures - I expect service bodies to respond before the echo dies; and they do. DirecTV used to be the 'go to' DBS service, AND THEY WILL BE AGAIN. New technology is coming. It's in beta test as of this writing. I suspect work orders were generated from the office of the CEO, because I got the "A-Team" yesterday and they attacked the issues like a white tornado. Sometimes it takes a louder voice to be heard in the wilderness, and 'they' know - I know what I'm talking about when I "speak out".
0
0
Juniper
ACE - Expert
•
23.6K Messages
3 years ago
Just remember that everything but the client/receiver boxes are owned (that means cabling, dish, lnb, WVB). So tech visits are chargeable (unless repeat visit within 90 days for same issue). That is unless you are paying for the optional protection plan, which I don't reccomend as you pay more in the long run.
But if they responded with a one-time free tech visit because of the ongoing problem, then great. Just don't expect it every time.
(edited)
0
0
manyhats
New Member
•
4 Messages
3 years ago
I DO have the "Protection Plan". I recommend it. When the technology fails - and it will - 'they' will expedite service. Moreover 'they' know I am thoroughly capable of troubleshooting "glitches", and identifying any contributing factors to the failures. When I call to complain, I have already isolated the the device in question. I have documented, the failure - in video and audio. Thus, I don't waste time while the CSR fumbles their way through their "trouble bible".
At this point, I want to end this thread. These exchanges are also a waste of time. I'm not getting any worthwhile information. Customer chat - back-and-forth - is unproductive.
My complaints need to be addressed by R & D and the designers user-interface.
I apologize to any and all of you for wasting time.
0
0
Juniper
ACE - Expert
•
23.6K Messages
3 years ago
@manyhats
The protection plan does not expedite service. It has never had an option to put you ahead of others. You get the next available appointment per their scheduler. The only time it goes beyond that, if there is a big enough issue to where it has been brought higher (such as to the coporate level with all your letters and such). That has nothing to do with the protection plan.
Service calls $99.
Delivery of replacement boxes $19.95
Remotes $15 (cheaper online through other retailers).
That is what you pay $8.99 a month (or $107.88 a year) whether you use it or not. There is also the 90 day worry free guarantee where you are not recharged for repair/delivery for a repeat issue. If you are using it enough to make it cheaper, something is seriously wrong.
Well R&D and designers don't talk to the customer. You can certainly write another letter for Corporate's reply, but you are wanting way more information the the business is obligated to give. Sorry not the responses you are looking for, but they are a valid perspective.
(edited)
0
0