"Customer Service" Issue
I recently moved into a new house with a few roommates, and after doing some research decided to sign up for DirecTV for the first time. My roommate, Brandon ****, put the service under his name and it is tied to his work phone number (**********). When we signed up for the service, they said the technician would arrive to install the dish on Saturday, August 7th, sometime between the hours of 8 and noon. Unfortunately, Brandon had to travel that day, so I stayed home to await the technician. I heard nothing from the technician by about 10am, so I tried calling him (at least 3 times with no answer, and no response to any of my voicemails either). Finally, at about 3pm the technician contacted us and said that since he had called us earlier that day and nobody answered, he would not be out to install our service and we would have to wait until the next day (sometime between 8 and 5 pm). As you can imagine, spending an entire weekend trapped in your house while still trying to move in is a less-than-desirable situation. The issues with the installer didnât stop there â after installing our service, he tried convincing us there would be an extra $75 charge for the difficulty of mounting the dish on a flat roof with so many trees around. Obviously our suspicion spiked when the gentleman informed us that it had to be paid on-the-spot, cash only. I only hope that other DirecTV customers havenât fallen for this ploy. I do understand that this is a subcontractor and not technically employed by you all, but I might suggest a more thorough vetting process for these personnel. They are, after all, the front lines and first impression of DirecTV â wearing polos with your logo while entering your customersâ homes.
Again, though, I realize that you may have a thorough vetting process for your installers and that we may have just gotten the one rotten apple. The issue that really pushed your âcustomer serviceâ over the edge was my conversation with the customer service center. Iâm not sure if you record the conversations, but I called 1-800-213-5460 at 2:00pm on Saturday the 7th of August, and spoke with a man named John (who would not allow me to speak with his manager, nor divulge his last name). John had many reasons for me that the installer apparently called us (with no record of missed calls or voicemails left) and would not return any of my calls â climbing ladders, bad cell reception, etc. He also tried explaining that the installer has the hardest job of anybody involved in the process, myself included (of course he does! Iâm paying him! I shouldnât have any job, let alone a difficult one). I finally told John that I was not interested in excuses, and I merely wanted to know how the situation was going to be resolved. At this point his response was that if I didnât start acting reasonably he was going to hang up on me. I then asked for his manager and he refused to connect me to one. Finally, I told him that I was a first time DirecTV customer and that this was not a good first impression. His response? âLetâs keep things straight. Youâre not even the customer, youâre his roommate.â I wonder if John is aware that many young professionals split houses in urban areas (as well as costs such as utilities). Let me assure you, if I want to cancel DirecTV and talk to Brandon about what happened, heâll be happily on board with my suggestion.
Re-reading the story I just wrote out to you, I still find myself in awe. These people are being paid to represent your company, and are doing so in an absolutely unacceptable manner. I have worked in a service industry for several years, and have learned a few things. First, if you do something extremely well, a customer might tell one person; however, if you do something extremely poorly, a customer will tell 10 people. It is absolutely imperative to the continued success of service companies to provide the absolute best customer service possible. I would imagine this would be a concern for you all given the increasing competition in the premium television industry. I can tell you one thing: unless something very impressive changes my mind in the near future, you have lost a small sliver of market share forever â I will not be a repeat customer.