Idiots.....oh how I hate thee!

[ufcrusher]

Lets say you tell someone supposedly in tech support that your receiver is not sending a signal through your composite cables. This is a very specific complaint.....why in the world would they come back and say, your component cables?
UFC: NO, COMPOSITE!
Idiot: You mean the Red, Blue, and Green?
UFC: No, RBG is component, I said composite, where you have a single video and L/R audio.
Idiot: You mean component?
UFC: COMPOSITE!!!!!!!!!!!! Can you please transfer me to someone else in your department
Idiot: I cant transfer you to anyone else.
UFC: Look, if you dont understand what a composite input is, I really dont think you can help me.
Idiot: I am the highest level of tech support here and we cant transfer among ourself.
UFC: There has to be a way to transfer me to a manager or something.
Idiot: Nope, its only us and we cant transfer among ourselves.
UFC: You have to be kidding me. I guess lets get on with this stupidity then.
Idiot: Well what do you have it set to?
UFC: What do you mean? Its a standard signal, factory default.
Idiot: Is it 480, 720, 1080.
UFC: Its the standard factory setting for composite signals
Idiot: This is a high def setup so it has to be either 480,720, or 1080.
UFC: Um, no. Its not high def. None of my setups are high def. Its a standard receiver with a standard TV.
Idiot: Well, where do you have it plugged into?
UFC: What do you mean, its going into the video input on the tv.
Idiot: Well which video input
UFC: Its a composite input
Idiot: Where?
UFC: On the back of the TV
Idiot: Which number?
UFC: THere is no number this is a little secondary set, it only has 1 input on the back and 1 on the front
Idiot: Well which input
UFC: I told you, it only has 1 video input on the back called video
Idiot: Well what about the front?
UFC: Thats an auxillary input, for the last time it only has 1 input!
Idiot: What setting do you have it on?
UFC: Its on the video setting/
Idiot: Which video setting, video 7?
UFC: It only has 1 video choice.
Idiot: Do you have a picture, is it saying something, does it say its searching for signal?
UFC: As I told you, its a blue screen meaning no signal. If I switch to channel 3, which is the coax input, its normal.
Idiot: Oh, Well have you tried different wires.
UFC: The wires are fine, its been operating for 9 months without issue.
Idiot: Have you tried different wires.
UFC: I dont need to try different wires, the wires are fine. It is setup fine. I used to sell these things and have to trouble shoot them for other people. When I tell you the freaking wires are fine and that its the composite output that is the issue, I know what I am talking about even if you dont.
Idiot: You have to try different wires. Cant you just hook this up on your other Tv.
UFC: For the last time, ITS NOT THE WIRES. I have 2 more of these units new in the box. Why dont I just open one of these to show you that its the unit and not the wires.
Idiot: Why not just hook it up to your other Tv?
UFC: Because its impossible to do that, this will prove to you that its the receiver.
Idiot: Ok, hook it up.
UFC: (after hooking it up in under a minute) Do you want me to use the same access card or the new one
Idiot: The new one, on channel 100.
UFC: Who would have guessed, its working.
Idiot: What do you mean its working?
UFC: The new one works fine on the video setting. As I said, its a bad unit.
Idiot: Well, I guess its a bad unit. It is going to cost you $30 for a new one. We dont guarantee that it will be the same unit you have and in fact it will probably be a lower quality one.
UFC: What are you talking about, its under warranty!
Idiot: Well that is with the manufacturer. If you want it covered under warranty you have to deal with them.
UFC: So, this is a propietary unit that only works with your system, manufactured for your company but you dont honor the warranty.
Idiot: Nope, you need to contact them directly or pay us $30 for a new unit.
UFC: I think I will get my unit repaired under warranty for free like a normal person. Even if I dont get it repaired, why would I pay you $30 when I just told you I have 2 identical units new in the box.
Idiot: Thank you for calling DirectTV.

Honestly, that woman couldnt find her way out of a paperbag with a moving walkway going out! No matter what I said, the idiot didnt understand anything! I get better service with the damn Indians!.......maybe not.


So then I call RCA/Thompson electronics:
1-800 number tells me to call a toll number....which promptly places me on hold for 15 minutes!

Finally, a guy picks up:
I2: Thomspon electronics, my name is clueless, please give me your name and the model number and serial of your unit.
UFC: UFC and XYZ blah
I2: How can I be of assistance
UFC: My unit is defective, it intermittenly stops sending a composite signal.
(Interupting) I2: Have you checked...
UFC: I went through all this with DirectTVs specialist including swapping units with the same wires, which worked fine. Its the unit.
I2: Sorry about that. So you say that you only dont have a picture with the composite signal but it works with coax?
UFC: Yep, it had been working for 8 months too. Just started acting up
I2: Never heard of that issue before, I dont know what to do. Can you hold while I go check something
UFC: Sure.
I2: Yep, there is nothing in any of the literature which deals with this problem. Can you hold again while I check with some of the managers.
UFC: Sure
I2: Ok, I just learned some things. The unit is being discontinued. The problem you are having probably is irrepairable, but if you want to try you can bring it into a repair shop.
UFC: Its under warranty, remember?
I2: Well they told me that since its being discontinued, we can offer you the ABC unit instead of your XYZ unit. The ABC unit is a lower unit. It doesnt offer Component outputs, RF capability or blah.
UFC: Why would I take a much lower quality unit? I bought this one specifically because of those features. This is under warranty and you are telling me that you cant fix it?
I2: Well the only other option is to speak with ERA people. They arent here now, but they might buy your unit back from you for nearly what you paid.
UFC: Its under warranty.......
I2: Well, they will probably definitely give you back at least what you paid. They are only here from 8 to 6 eastern, that would be 5 central.
UFC: So 3pm my time is when they leave.
I2: 5 central.
UFC: I am on the west coast as I already mentioned.
I2: Oh, sorry.
UFC: Well thanks for trying to help, guess I need to call back tomorrow.

So I am going to need to battle it out with them tomorrow regarding replacing this unit. I guess I will tell them that they can give me a tivo versio in its stead or my money back, all of it. This is ridiculous, 1 tech who doesnt know what they are talking about and another who admits that he has never heard of this problem nor can fix it.

[AlpineJay]

Wow. I'm so sorry to hear that. The DTV person is clearly an idiot and the Thompson dude also didn't have much to contribute at all. I hope all goes well with you getting your new unit and I'm sure with your legal background you can probably get the unit replaced or receive a newer better unit. That's not to say that you aren't entitled to one normally but it seems like they're giving you a hard time about it.

[Thesifer]

Isnt there something about if something is covered under warranty they have to refund the purchase price.. or give an upgraded product at a minimum? .. maybe I just live in my own fantasy land

[MrGreg]

If you don't need HD, have them replace it with the R10 DTivo unit.

Tivo = teh bomb

[gear02]

Well...this is the nature of customer service these days in the US. Sorry you had to deal with them...

Just out of curiousity, did it sound like the people on the phone sounded foreign? A lot of places outsource their customer support. All they do is follow a script and have no intelligence to deviate from it.

[chrissy]

gear, you are right. But they aren't always outsourcing outside of the USA.

Most CS call centers are scripted. They have to follow a script, they deviate from it, and they are hosed when it comes to thier QA marks and that hurts raises.

Most places you call have a standard script

Thank you for calling UPS, my name is ___________ . May I have your shipper number please?

(you are to say your 6 digit acct here, if you don't the operator will not go further until you give it to them even if they have to walk you through software to get it)

How can I help you today?

(you state what is currently pissing you off)

So, blah blah I am repeating what your issue is. Is this correct?

Yeah (mean while operator is "SCIMing" the issue. Every call center worth a hoot has tracking software. It is used for the customers sake (info kept about calls), the techs sake (helps with raises because # of logs closed) and mostly, it has your answers in it. Every issue that you can think of has an answer in this software.

Example, UPS, you want to know how to ship a package? Software name, version of software, shipping, package, how to.

You don't have to know how to turn a computer off or on to be in tech support. Believe me, I worked with people who thought turning off the monitor was turning off the computer. People who knew what they were doing left quickly there because of the ignorance of some shippers and of some coworkers.


But anyway, sorry you have to deal with this. I hope we never have to do this.

Oh suggestion. Did you have a free install from a local place? Give them a call and see if they have another unit. They might do a swap for you.

[avlena]

Well...this is the nature of customer service these days in the US. Sorry you had to deal with them...

Just out of curiousity, did it sound like the people on the phone sounded foreign? A lot of places outsource their customer support. All they do is follow a script and have no intelligence to deviate from it.

DTV's main call center is in Idaho.

Sorry to hear you had such a bad experience with customer service! i can't stand bad service - i wish we were back in the "old" days, when the customer was always right and whatnot. maybe call back? Sometimes you'll get a better person when you call back later.

[gear02]

Ah good to know. I've had bad experiences with foreign call centers, but mainland ones aren't much better sometimes.

It's sad that we're very surprised when we get good service.

[ufcrusher]

In my estimation, both of these people were located in America. In fact, not that it has any relevance but both sounded African-american. (Tone, inflection, and other tells that I associate with AA)

Most manufacturer warranties now give them a multitude of ways to beg off. First, they almost all give them the option of repairing or replacing your unit. Unless its specified its their choice. Then when it comes to replacing the unit, most of them have policies that they give refurbished units. Not exactly what you want when your new unit goes bad.

They are supposed to give you an equivalent or greater unit under most standards, but this can be completely inequitable. For example, I bought a top end Divx player when Divx was around. It retailed for $400 but when Divx went south and there was a warranty issue, RCA refused to fix it because Divx technology didnt exist anymore. They offered me a $50 Dvd player in its stead! Fortunately, in that instance, I was able to get them to replace it with a comparably priced unit, not just a comparable equipped unit.
But it took a slight fight to get them to do what was right and going above the manufacturer.

I will get either what I paid or an equivalent or better unit from them, that much I guarantee. As for the Tivo suggestion...I already have 1, but if they offer it as a replacement I will probably accept it.

[zero2dash]

I hate it when there's a moment in life when you (as an individual) are smarter than someone you're looking up to or asking advice/help from...especially if they get paid more than you do. It seems like nowadays they just hire tech support people no matter what their level of education or expertise in the manner is; as long as they come to the interview and don't have BO, they're hired. Even if they've never been promoted from fry cook at McDonalds before. :sigh:

[ufcrusher]

It just cost me $13 to send back this freaking unit to RCA! Why they wont just let you take it into your local authorized retailer and save their customer the cost on defective merchandise makes no sense to me. If that wasnt bad enough they require that it be both insured AND tracked....damn bloodsuckers. Its BROKEN, why the hell should I need to insure it!



On a better note....after hooking up my other DirectTV receiver and then having to call into them to have it authorized (a painful process only due to the repetitive nature/hold/1 time hang up) I explained the problem I had with the technical representative. The guy who couldnt stop laughing at his co-workers stupidity gave me a 3 month free Showtime pass for my trouble. At least its something for recognizing how stupid it is to tell someone to pay money for an item under warranty and then tell them that they arent going to get the same model, but a much lesser one.

Stupid lady, wherever you are...lets just hope that you get whats coming to you.