Customer Service Number To Directv – If you’re a DirecTV customer, you’ve almost certainly heard this message. It may surprise you that the person making these comments is not a DirecTV employee. So, if they are not a DirecTV employee, they know how to solve your problem and why do they have access to your account?
Like many large companies that receive many inquiries every day, DirecTV outsources a portion of its customer calls. Despite the efforts of AT&T and DirecTV’s customer service staff, most of the calls go back to DirecTV’s customer service department.
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If you thought the protection plan you paid for was part of DirecTV, you’re wrong. Surprise! You are talking to someone who works for the NEW Asurion company.
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If you have purchased the extended protection of electrical or electronic equipment, chances are you have given your business to Asurion before. NEW Asurion is a subsidiary of Asurion that only manages DirecTV accounts.
Asurion, as a whole, is just about any electronic product and can be bought at check-out from many stores if there is extended protection. While I don’t know the inner workings of the parent company, I know everything there is to know about the NEW Asurion offices.
To become a customer service representative at NEW Asurion, employees must complete a 9-week training course. The trainee must learn the basics of DirecTV’s inner workings, pass a series of tests, and do some practical work.
After completing the training, most customer service employees only know about 5 to 10% of everything they need to know to adequately fix or solve every customer problem. After reaching the call floor, CSRs increase by 5% more than DirecTV experience per month, meaning it takes about 18 months for a CSR to be able to solve every problem with accuracy.
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Now here are the statistics that should worry you a little when calling customers. Each branch employs between 100 and 200 CSRs and also trains approximately 100 people per year. Even at a 75% graduation rate, that means almost, if not more, half of the workforce has no experience. After reading that, you may be able to understand why you’ve had bad experiences with DirecTV customers before.
In most cases, you will approach the CSR who knows only the root of most problems that occur. On the bright side, about 85% of business problems can be solved by CSR without knowledge because the most common problems are introduced during training.
Given that most customer service agents are inexperienced, it’s time to learn how to speak with an agent who knows how to fix your DirecTV problem. .
The first person to answer the support call will be the bottom-of-the-totem-pole representative. Unfortunately, DirecTV wants you to do some minor troubleshooting with this agent. Educating yourself on the process is an advantage.
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If you know the outcome of each troubleshooting step, you can go through the motions and, on the other hand, lie to the support manager. The fastest way to talk to a more experienced representative is to complete all the troubleshooting steps that the CSR asks you to do. Once done, if your problem is not solved, please talk to their manager.
A good representative is usually just a CSR person. There is also a line manager, but they usually don’t take calls. In a sense, you are not talking to the supervisor but instead to more CSR, which is what you really want. Generally, these types of CSRs have at least two years of experience and can provide more money for your complaint.
This is a good thing to keep in mind if you ever offer a free or discounted programming package on your bill. Often you can get better results by simply asking to speak to the new CSR manager.
This content is true and correct to the best of the author’s knowledge and is not intended to replace legal and personal advice from a qualified professional. Amanda Royer from Pittsburgh, PA July 26, 2020 20 I need an extension of my past time bill. I haven’t worked in months because of the pandemic…like many people now. The service agent said they gave me the longest time and it couldn’t be changed in their system. I said that I understand that they have already extended my detention but I only need 3 more days and I am at home every day with my two children and I am happy if it can be checked with the The manager/supervisor gave me a few more days. Add to that the fact that I can’t pay the regular price and then I’ll have a recurring fee. He said that the leader will not be able to do anything. I said again that I just wanted to talk to the president myself. He said he couldn’t move me- he had to ask the manager to call me back. He just doesn’t seem to care at all. I understand that I’m the only other person who can’t pay their bills on time, but I’ve been a customer for a few years now. I think they should be a little more understanding since we are in the middle of the worst health crisis we have ever been through and many people have not yet returned to work. And the fact that this is TV – I can’t pay my electric bill right now and put food on the table for my kids. I know I don’t need satellite TV but it’s just something to keep my kids entertained while we’ve been home every day for months now. We’ve been living in and not really doing anything this summer, – trying to do what we can to get through this. So we will see if the manager calls me back today, before my service is terminated. I just don’t understand how a company works without a manager to talk to if you need to. And I think they should be a little more understanding in times like this.
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Susan M Grogg from Auburn, IN Jul 09, 2020 20 We started Direct TV on 9-21-17 at our lake house at 11790 E 660 S Hudson In (Lagrange County)- account # 9772998. We always get Our LOCAL CHANNELS are out. or FT. WAYNE INDIANA. In May 2020, our problem started with the TV screen saying trying to update. The error code states 14-419-internal storage problem. I called on 5-13-20 and was told I need a new receiver. I agreed to buy a new one (not a rental) and was told my price would be $19.95 plus shipping. However, I paid over $100 for a new receiver. WHEN THE NEW RECEIVER WAS CONNECTED, WE NOTICED THAT WE NOW RECEIVED OUR CHANNELS OUT OF SOUTH BEND INDIANA- NOT FT. Wayne as we have been for the past 2 1/2 years. I contacted Direct TV about this on 5-28-20 and also asked them to send me the mail so I can send the old receiver back…….it is still too far away for me drive to a UPS store or Fed. EX shop back. I called again on 6-9-20 about these same issues. We still have the South Bend channel and still don’t have a delivery note. I also called again on 6-15-20 and 6-23-20. We have done everything on our end to reset and get our local channel out of Ft Wayne Indiana. One of your agents listed our address Auburn -801 North Main Street Auburn Indiana 46706 (DeKalb County) to try to reset our local channel to Ft Wayne Indiana. I know Direct TV has a way of bypassing your satellite and giving the correct information so we can get Ft Wayne Indiana local channels. Although this requires your service person to come to the device and reset our receiver…..However we should not pay for this because everything is well in we got our FT Wayne local channel until your product decided that you want. “Updated” our service and then kicked us off our usual local channels. I made the last call (#5!!!) on 7-2-20 and asked to speak with a supervisor because both issues were not resolved. We are still receiving South Bend Indiana local channels and we have not yet received the return letter to return the original receiver. I was told the manager would call me back in 24 hours. I didn’t get a call back If Direct TV won’t give us the local Ft. Wayne Indiana channel, then we will be ready to cancel our service and go with someone who suits their customers. And I hope that we
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