Direct TV - Disappointed
Direct TV Bundle With Century Link - Complaint
MINNEAPOLIS, MINNESOTA -- I have considered DirecTV due to the great deals I saw online. But the process getting into it over the phone was very exhausting. I'm glad they work out for some people, but obviously not all and I'm one of them...I'm not even a customer! Out of the 1000s of reviews about DirecTV, I have skimmed through a good amount of these 1 out of 5 star reviews and that is more than enough to not invest in this business.
First of all, coach your sales team not to sound like fast slick-sales-talkers. It really sounds scam-ish and there was a lot of info left out that surprised the hell out of me after I was transferred to a couple of clueless people in customer support, then to this very rude non-personable woman at Centurylink...even when I had already repeatedly confirmed the package deal and estimated costs the sales guy and I agreed was best for me! I've asked many times for the sales guy to slow his talking down. What ever happened to quality customer service where the customer is the #1 priority? Customers are the ones you need to have a great first impression with right from the start and build solid relationships with because they are the ones who will give away their hard earned money for expected good service!
I am one of those type of shoppers that are very careful before I sign up for anything, buy anything, and like to read the small prints, then ask many good questions. In a very frustrating 2 hour phone call, I was constantly interrupted. I could vibe annoyed tones of voices whenever I asked questions or wanted things to be repeated! They were all never clear on the total set costs for 12 months and what to at least roughly expect in 24 months. Let me tell you, the total costs of my bundle were significantly different told by 4 different people! How can you agree to such things over the phone when they continue to talk way too fast and have no patience to let the customer speak?! I was born and raised in America, speak perfect English, and I even could not fully understand everyone I was talking to due to the speed of their voice, their foreign accents, how often they mumbled, trailed off, or just seemed like I was listening to an automated voice system!
What a waste of 2 hours. I tried really hard to get my words in! You people like to talk, talk, talk without allowing your potential customer to speak. It is 2013! Change your rusty sales scripts, start learning how to listen, how to apologize rather than constantly thanking people for choosing your business when they’re clearly not happy-sounding over the phone and haven’t even closed the deal completely yet! Hire more qualified phone-talkers and coach them effectively to be personable and not leave out any info the customer may be surprised with when they're transferred to the next "step".
Seriously DirecTV, check your customer reviews online and take it into sincere consideration on how your customers really feel!