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Posted Nov 17, 2013
6:42:36 PM
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I need a new case manager

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?

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?

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Nov 17, 2013 6:49:37 PM
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Scholar

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.

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I need a new case manager

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Nov 17, 2013 6:44:08 PM
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ACE - Expert

You'll need to call DirecTV and escalate if necessary.  We're all customers like you, not employees.

You'll need to call DirecTV and escalate if necessary.  We're all customers like you, not employees.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 17, 2013 6:49:37 PM
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Scholar

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.

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.

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Nov 18, 2013 4:20:13 AM
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Expert

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.

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.

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Nov 18, 2013 6:52:09 AM
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Scholar

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.  

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.  

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Dec 6, 2013 7:10:23 PM
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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.

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.

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Dec 6, 2013 7:23:47 PM
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ACE - Expert

DirecTV might say is normal, however 8 seconds or longer, I disagree

DirecTV might say is normal, however 8 seconds or longer, I disagree

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Dec 6, 2013 7:27:36 PM
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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.

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.

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Dec 6, 2013 7:30:06 PM
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ACE - Expert

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"

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"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Dec 7, 2013 8:00:14 AM
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Expert

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.

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.

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Dec 7, 2013 10:46:52 AM
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Administrator

Maybe this will help. This is the average respond time for your Receivers

Function / FeatureHRHRDFunction / FeatureHRHRD
Channel Up / Down8 sec5 sec3 sec3 secRecord6 secNA1 secNA
Power On / Off8 sec3 sec4 sec1 secTrickplay (FF, etc.)1 secNA1 secNA
Guide / Banner3 sec2 sec2 sec1 secActive - load62 sec27 sec19 sec17 sec
Search - title2 sec2 sec3 secNAActive - tune from19 sec5 sec3 sec3 sec
Search - person34 sec2 sec3 secNAMix Channels24 sec7 sec3 sec3 sec
Score Guide2 sec1 sec1 sec3 secCINEMAplus13 secNA13 secNA

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.

Maybe this will help. This is the average respond time for your Receivers

Function / FeatureHRHRDFunction / FeatureHRHRD
Channel Up / Down8 sec5 sec3 sec3 secRecord6 secNA1 secNA
Power On / Off8 sec3 sec4 sec1 secTrickplay (FF, etc.)1 secNA1 secNA
Guide / Banner3 sec2 sec2 sec1 secActive - load62 sec27 sec19 sec17 sec
Search - title2 sec2 sec3 secNAActive - tune from19 sec5 sec3 sec3 sec
Search - person34 sec2 sec3 secNAMix Channels24 sec7 sec3 sec3 sec
Score Guide2 sec1 sec1 sec3 secCINEMAplus13 secNA13 secNA

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.

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Dec 7, 2013 1:00:24 PM
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Scholar

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. 

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. 

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Dec 7, 2013 1:10:15 PM
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Administrator

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!

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!

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Dec 7, 2013 3:02:44 PM
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ACE - Expert

Again, regardless of what DirecTV says, 8 seconds for a channel change is NOT normal

Again, regardless of what DirecTV says, 8 seconds for a channel change is NOT normal

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Dec 13, 2013 10:04:20 AM
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Mentor

Ok Ped48 we got the message, Thanks for the update.

Ok Ped48 we got the message, Thanks for the update.

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