11-17-2013 6:42 PM
DirecTV has assigned me an idiot as a case manager.
Yeah, he's Ricky, the same one who argued that my receiver is OK if it takes no more than 8 seconds to respond after each button press on the remote.
The one who cannot speak in complete, logical sentences.
I have a complicated issue that he can barely understand. He's always selling nonsense.
I want him off my case. How do I do this?
Solved by: Go to Solution.
11-17-2013 6:44 PM
You'll need to call DirecTV and escalate if necessary. We're all customers like you, not employees.
11-17-2013 6:49 PM
Thanks. I'll try that.
When I've called in I've sometimes reached people who are more capable than this clown....and some real dorks too.
It took me 5 minutes to get one of the dorks to simply understand that I wanted to keep my case open beyond its expiration date.
Ricky called me today and it took him 8 minutes to understand the same thing. 8 minutes on a call that I didn't want to have with this incompetent and he kept babbling nonsense. All I wanted him to understand is that I needed to run my own tests regarding my problem and to keep the case open. I had to listen to him babble for 8 minutes. And he makes no sense at all. I hate this guy.
11-18-2013 4:20 AM
I'm not an employee either, but if I were one and you showed me the disrespect you are exhibiting here you likely wouldn't like me either. Why not simply ask for a service call? Having your own case manager indicates that the conversation with the phone techs has been going on for an extended period.
11-18-2013 6:52 AM
I didn't show him any disrespect. I try to listen to his idiocy and make sense of it. But I'm fed up and need a different manager.
12-06-2013 7:10 PM
First of all that is normal for any kind of advanced equipment to take that long to do some functions. Nothing can be done but if you wanted new case manager you need to request one. Just like anything else you need to ask if not then you will be stuck with same person and he will continue to call you. Just call back and demand that Ricky does not call you back.
12-06-2013 7:23 PM
DirecTV might say is normal, however 8 seconds or longer, I disagree
12-06-2013 7:27 PM
Even if replacement or service call is setup time for this it is normal no matter who you ask. Just saying. But hopefully I answered your original question about getting new case manager.
12-06-2013 7:30 PM
might be normal to you, but not to me or the OP and the majority of customers. so is not normal "no matter who you ask"
12-07-2013 8:00 AM
You'll note that this entire tirade occurred in one evening and the following morning. That was almost a month ago and the OP hasn't been heard from since. I'd suspect he got satisfaction in some form or simply gave up and walked away.
12-07-2013 10:46 AM
Maybe this will help. This is the average respond time for your Receivers
|Function / Feature||HR||H||R||D||Function / Feature||HR||H||R||D|
|Channel Up / Down||8 sec||5 sec||3 sec||3 sec||Record||6 sec||NA||1 sec||NA|
|Power On / Off||8 sec||3 sec||4 sec||1 sec||Trickplay (FF, etc.)||1 sec||NA||1 sec||NA|
|Guide / Banner||3 sec||2 sec||2 sec||1 sec||Active - load||62 sec||27 sec||19 sec||17 sec|
|Search - title||2 sec||2 sec||3 sec||NA||Active - tune from||19 sec||5 sec||3 sec||3 sec|
|Search - person||34 sec||2 sec||3 sec||NA||Mix Channels||24 sec||7 sec||3 sec||3 sec|
|Score Guide||2 sec||1 sec||1 sec||3 sec||CINEMAplus||13 sec||NA||13 sec||NA|
Also if your Case Management is still open, you can call back and request the CM phone number, and they will give you a pin number that is only good for 5 days. You can contact CM and request a new case manager.
12-07-2013 1:00 PM
I've had D* for years. The receiver was corrupted. The case manager was wrong about the receiver and wrong to repeatedly push me to keep a receiver that didn't work. The field tech came and confirmed that their receiver was broken. They replaced the receiver. It doesn't take 8 seconds to respond to every button push now.
12-07-2013 1:10 PM
That's great! I'm glad that they replaced that receiver for you. If I was presented with this issue, I would have offered a replacement aswell. I hope this resolves your issue!
12-07-2013 3:02 PM
Again, regardless of what DirecTV says, 8 seconds for a channel change is NOT normal
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