Direct TV - Awful Service
Cable - Complaint
LOVELAND, OHIO -- I would like to share my concern for the extremely poor service I have just received over the last two weeks. My home was struck by lighting and as you can imagine I was not happy about it. So replacing all electronics in my home was not easy but I did not think the hardest part of the scenario would be receiving new HD Boxes from your company. I set up 3 separate appointments for a technician to simply drop off 3 new boxes (not knowing they could have just mailed them, which I was informed off just this morning).
The first tech call that was "sent" to my home never showed up and states that he called numerous times. The second tech call I received informed me he would be at my home in 1 hour and 15 min. I left work immediately knowing I had a 30 min drive home from work. I received a call within 10 min of the previous call alerting me that he was at my door and no one was home. This is 1 full hour before he said he would be there. He left, instead of waiting for me to be home in a few moments. The third call I was "guaranteed" a tech would be at my home between 8am and 9am. They realized they had messed up and I appreciated that. 8 am came and nothing. I got a call at 8:23 stating that tech would be here at 11:00 am. I called in to see what happen with their guarantee...I was told they cannot make promises on time but they would call a tech to see when he was going to be here. I got a call back at 8:47 saying he would be here within 15 min to make sure I am home. 15 min passed and I got another call saying he would be another hour and a half. This is now over 4.5 total hours that I could have been working, but instead sat at home and waited for someone who never came, all for a 15 min service call. I proceeded to call into DirectTv and talk to a manager, after having a brief argument with the gentlemen that told me there WAS NOT a manager on duty at that time, he forwarded me to a manager. The manager out of the SouthEast Region named Marsha *****, was easily the rudest and least helpful person I had talked to yet. Using terms like "Its a four hour window, shouldn't be too hard to wait for that", "you should have left work earlier" (in reference to my second failed service call.) She then proceeded to tell me that IF I were thinking of canceling with them she would not waive my fee and "I would be out $436.00" So after I have lost over $400 in hours of work, I was voluntarily told that.
I am not writing this to cause problems or start an uproar. I am simply writing this in hopes of being taken care of for the service I pay for monthly, and to warn customers looking for reviews on Direct TVs customer service that it is a less then helpful process. I hope something will be done and no one else has to deal with this kind of service.
A Concerned Customer
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