Directv Switching to Foreign Call Centers

[rbtravis]

I called Directv only to be switched to a call center in the Philippines. The only problem is they don't have any receivers only scripts. If it doesn't work they can't see
or replicate any problems. Its hard to address a TV problem to someone who doe not have a TV. It is even more fun explaining a Tivo problem to someone who has not seen a DVR and is telling you to press buttons that do not exist. Directv now has all customer support agents reading from a script. (only they do not know it is a comedy script) :p

[dochawk]

First you have to get past the machine, which expects you to restart while you stay on hold! I managed to "0" out of that, having already restarted the machine.

hawkk

[rminsk]

DirecTV has had foreign call centers for years. Nothing new.

[LDLemu4U]

All call centers are like that....whether it is based in North America or anywhere in the world: they all read from scripts.

[stevel]

It depends on when you call; you may get somebody in the US or you may get somebody overseas. If you think that the CSR you are dealing with is not knowledgeable simply ask to be escalated. I have generally found DirecTV support pretty good, and the last time I called I clearly got somebody who was US-based.

[JohnB1000]

I received excellent support for DTV Sunday. No signal on a tuner, I did all the cable switching, box removing, restarting testing etc. When I got a live person and explained this they answered "Good you've tried everything, let me send you a new box right now" :)

[RS4]

I received excellent support for DTV Sunday. No signal on a tuner, I did all the cable switching, box removing, restarting testing etc. When I got a live person and explained this they answered "Good you've tried everything, let me send you a new box right now" :)


Sounds like an HR20. :p

[wolflord11]

Most Companies now Days operate Call Centers in different Countries. Been like that for Years.

And most companies also use Scripts. Its a fact of Life.

What I hate most is the press 1 for this, 2 for that, and you just go around and around in Circles. The IRS loves doing this :D