Hey all, I had quite a night the other night, was on my first call for 1 1/2 hours. Customer was not mad at me and wanted a supervisor, I finally got a pal on the line and conferenced them, he was fine with what I was trying to do, however the PAL told him that the HD fee was per receiver (it is not it is per acct) I did not know what to do, do I embarass the "supervisor" in front of the customer or let them screw it up? Well I let her screw it up, he said cancel everything hung up, I could not cancel his order or his service, so now he will have to call back. Also, I asked a question on the chat and got the wrong answer then after Idid it, got another answer from someone else that it was wrong. This individual acthomas also said the fee was per receiver WRONG. Anyway, is anyone else getting these performance things? I went from 72 then 5 later to 100, now down to 89 again. They seem to listen to me all the time. Also, how exactly do you verifty an account when someone calls? Do you ask them to provide the name and address? Or something else? I have said you are at 000 long road correct? I was told on this review thing that was not correct, but they didnt say what was. I do this everytime and apparently it was ok last time since I got 100%. Now that I am working ALL THE TIME, can someone email me at [email protected] with an answer so I can get it quick, thanks a lot, Oh and Joe I see what you mean about the script in DOris for activation, SUCKS.
HELP - DTV ACE AGENTS - i have been unable to work for the past 4 days, all of a sudden i have weatherbug on my comp. that apparently wont let me use doris, anyone know how to get rid of this p.s. i have tried everything that i didnt have to pay for, i am now willing to pay for a program to remove this help me please
I am so frustrated it is not even funny anymore. I have called, and I believe I have talked to every Pal there is to try to get this fixed. I don't know what else to do. I get messages saying the problem is fixed when its not. Then I stay on the phone until they say its fixed and its not. And now I can't even access my mandatory training because of the login errors which are on their end not mine. I'm not making any money and they can't give a certain date to when this will be fixed. I need to work, and they say they want me to work, but it just isn't happening. The words I want to speak are not even appropriate to even think. I'm just fed up with this run around that my brain doesn't even function correctly.
wahnewbie: HELP - DTV ACE AGENTS - i have been unable to work for the past 4 days, all of a sudden i have weatherbug on my comp. Are you sure its your stuff. I have not worked in 7 days. Its not my stuff its theirs b/c it will not let them in either. If you know its yours, then its something you have to fix yourself. But if its on their end they will have to fix it. Good luck with that. I have not worked since 2/18 and today is 2/24 and they tell me they are working on it. Hope you get it fixed or figured out. Good luck and hopefully you can get back to work faster than me
OH LORD! Had first OJT shift last night, 4-9. NOT FUN!! First call had to activate replacement receiver with new access card. I did it, though trembling the entire time. However, actiavtion showed successful/complete in RIO but, (very very nice thank god!) poor lady said the tv kept showing a "RID error". Ok, so, ONE HOUR and FIFTY MINUTES, and FOUR PAL calls later LOL.. got the damn thing to work. I have got to say, 3 out of 4 of those PALs were CLUELESS. The lack of knowledge on their end was basically unacceptable if you ask me, and only greatly lengthened an already entirely too long call as was. I know things are going to get easier, but I now see that I'm not sure this is a skill that should be assigned without some sort of better training in RIO prior to call taking. It's like playing football on an XBOX.. then being thrown into the Super Bowl having never played a real game in your life. I'm not being negative, I'm just shocked at how complicated each call was, and how poorly I felt I executed (or didn't) the customers issues. I swear I was still nervous an hour after my shift was even over! I did have two fairly simple calls, HOWEVER, just as I was about to submit everything for one.. the line was somehow disconnected.. or whatever a succession of really loud beeps is! I was so disappointed. Anyhow, not trying to sound negative.. just sharing!
Goodness, see I used the word 'negative' an awful lot in that last post! ; ) Also, to Tina.. I actually asked the exact same thing as you during a focus call last week about wording when verifying the account. You'd think it would be so simple.. but I had two out of 6 calls where the caller was not the account holder nor wife/husband of.. so it's odd. So curious as well, what is everyone saying? It felt weird for me also because I'd say, "how are you this evening?" and get a response but no "great thanks, and yourself?" so it was just kind of like dead air going into asking them for the last name on the account. Should we be saying "in order to get working on your issue" or "for the security/privacy of the account".. etc etc.
Has anyone elses pay been missing hours the past couple of days? I have been missing 4 to 5 hours each day on my pay. Now I am getting the run around trying to get it resolved. I am starting to get fed up with all the issues that never seem to get resolved and then getting the same of story everytime. Its getting to the point where I am going to start going over some major heads to see if that will get some response. I dont mind cutting them some slack but enough is enough. Buck
this is absolute BS! scheduled from 3-10 tonight, things were going fairly swimmingly until upon call logging an account I keep getting a lengthy error message in RIO about "create service request.....". no matter what i clicked on, would get that error. it would not allow me to accept the next call, FINALLY got on line with a PAL and was advised to log out and back in.. problem persisted. then i get booted from RIO bc i "missed 3 calls". got PAL on line again and gave me the "run the WAHE assist, then restart" and log back in. OK so, do so, then go to log in and find my account "temporarily blocked". get PAL on line again, THE SAME ONE who told me that WAHE would fix it.. and he gets all sorts of rude with me saying that I'm blocked because I don't have my voicemail disabled. that "they" tried to call me and got my voicemail. well, just to clarify.. my VM IS disabled. how the hell would i have been taking calls for days had it been enabled? i realized he wasn't budging on this, so had to hang up and just called back hoping to get another PAL. got a different one, he checked my phone line, said everything was fine!! so i ask him what i'm supposed to do about the near 3 hours (1.5 of which I took calls, the other 1.5 stuck in RIO and on hold with PALS) that are now apparently unaccounted for, because I won't meet the 20 hour mark without them. he says, "you have to pick up the hours tomorrow". says there is no other option. that puts me into a 13 hour shift.. you've got to be kidding me right!? the dysfunction of this corporation is very hard to handle, in my opinion. my time is precious, i am a single mom with an infant at home and do not at all have time for these games. frustrated!!
Hi I am new to west and received my notification that my skill is direct tv...What do you do for direct tv and how is the pay.. Thanks
Well everyone, haven't been on here to give an update. It has been going on 13 days since I have been able to work. Last time I call I was told I didn't need to call everytime to let them know I couldn't work. Very rude. Well all I have to say is this. They are not very professional, nor do they know their own systems. They cannot figure out why the Citrix logins are not allowing me to login. I have just about come to the conclusion that they just spout off stuff and don't really know what to do if there is a problem. Hope everyone else is able to make some money and is doing well.
Hi Tabatha, I think I may be in the same boat as you! I came back from a 30 minute break and out of the blue was unable to log into RIO/Siebel. ADE loaded, OMS, Gateway + Chat, everything.. but no RIO. I was getting a message about "Your current version of Siebel High Security is outdated... etc etc.". PAL said call Tech Support, Tech Support said they have no knowledge of the Siebel system.. that that PAL should have escalated to Supervisor immediately. PAL called back to find out what Tech Support said and assured me it would be fixed by today. I'm not scheduled to work today but have a very bad feeling that whenever my next shift is I'm going to be getting the same message again. I've only worked a few shifts (though lengthy) total and cannot believe the number of technical difficulties I have encountered. Makes for a very annoying work environment! Please let me know how you are doing, and if this is the same issue you're having as well!
Hey Sungal, I don't think it is the same problem. I can log into gateway, but when everything starts to load I get an Cirtrix error message then I get this Security message. And good luck getting it fixed, I have been waiting for 14 days now and still nothing. It has be escalated 4 times and suppose to have been fixed twice and yet nothing. Maybe you won't have to go through this because it if very frustrating and I have expireneced alot of tech issue when I was able to work. Let me know how things go.
Hi all.. Well today I start my training with direct tv....When will I receive my 1st paycheck? Thanks for all your help.. Mel
Sungal, Did you ever get your issued taken care of? I hope so. I don't know what else to do about my situation. Now everytime I call to let them know that it is still going on they act like it is more of a problem than anything. I can not believe they can not get this fixed since it is their systems. I bet I have talked to over 12 Pals and my team leader, and 2 supervisiors and no one knows how to get it fixed. I pretty much p*ssed, but what can I do except wait on them to decide to fix the problem, because everything I have done on my end is working and its their Cirtix system. Anyway hope you are able to work now.
Fellow D*TVers - I'm a newbie who just got assigned to this skill. All I'm waiting on is my drug test results (no problem there) and I can start the training. I was hoping I would get this skill since I'm a techie kind of guy and I got it! I've been following the messages on here so hopefully I won't be too wet behind the ears when I start my training.
Hello All, I just finished my Onboard training and have to do my first webnair on Sunday. Exactly what is a webnair and what should I do to prepare for it? Thanks, Stacy
Hi all.. Does anyone know why I get logged off of training in dt every 20 to 30 minutes? Any thing I could do or is this normal? I was even logged off in the middle of a test and had to do it over... Thanks for your help Mel
1unclemel: Does anyone know why I get logged off of training in dt every 20 to 30 minutes? Any thing I could do or is this normal? I was even logged off in the middle of a test and had to do it over... Thanks for your help Mel I'm in onboarding right now myself and I have the same issue. I've tried to keep clicking back to the training window (the one with times). I end up going all the way through a section/module only for it to tell me I've been logged out of training. I then have to go all the way back through the pages quickly to retake the quiz/test. Any suggestions to keep from timing out?
