DirecTV Inc Complaint - Customer NON service
NASHVILLE, TENNESSEE -- This is a self explanatory letter that I wrote to the CEO of DirectV today, though I expect no reply..
7 January 2008
DirecTV Office of the President
P.O. Box 6550
Greenwood Village, CO
Dear Sir or Ms:
First let me state that I have been a DirecTV customer for approximately 8 years, and never considered the possibility that I would be treated so verbally shabbily as I was tonight, to compel me to contact your office; yet, here it is, come to pass.
I contacted your Customer Service with two questions: one, regarding possible “bundling’ (as an answer to Comcast and TDS), which I was told you don’t offer yet, but are ‘testing’ in Florida. A let down, but not the end of the world; still figured I’d keep you, and so moved on to the second point – or “flashpoint”, apparently.
My HR20 has been having pixeling problems, and your team sent a tech out to research it; he concluded that all was well, so had to be the receiver. No big deal, your team sent me one, but it was another HR20, and refurbished at that. I called and said that after all this time, I thought I might deserve the newest unit, the HR21. Again, your team was great, said it could be done, but that a technician had to actually install it for me to get the HR21. I set up a date, but had to cancel due to a heart attack, and decided to wait till after the holidays when I had my strength back.
So tonight I told CS that I was ready……I was told that NO, I was told wrong, that I could not be guaranteed that new unit, sorry ‘bout that, anything else we can do(?) Realizing the brick wall I was up against, I questioned the exact date I could terminate my service with no penalty, as it seems as if the other companies really want my business. The ‘young man’ from CS came back on the line and said he ‘could cut me off tonight if I wanted”……..???? I questioned his attitude, and also the fact that I hadn’t asked for that….just information. When I mentioned that I have spent over $7,000 in payments over the years, he said, “Well, we gave you a picture, right?”. I suggested that while that was indeed true, I was now looking for understanding from CS toward an extremely loyal customer……..this seemed totally lost on the young lad. I then asked for his supervisor, which led to the descent into hell………….
He came on, with an air of what can only be described as a mix of arrogance, condescension, and an almost palpable hated of a customer. When I mentioned the original HR21 installation date, and how it had to be cancelled due to my heart attack, he smugly informed me that he did NOT want to hear about any of my personal life, none of his business, just the facts. I told him that the fact of the heart attack impacted an installation, and that I believed truth was better than a lie. He was not impressed. He hurried me up, and actually said we needed to close, as he had “other people on hold” to attend to, and that he couldn’t do anything for me.
Have I missed something? I have dealt with DirecTV for 8 years, and – for the absolute most part – it has been an enjoyable experience. However, tonight it went far beyond a ‘bad experience’, ….tonight it became personal, awful, uncaring, cold, callous, condescending, hateful, and mean-spirited. At what point did that become the DirecTV way of Customer Service. I felt – and still feel – defeated. That’s not like me, as I am a sales manager by trade, and a choir director by volunteerism, and always “look for ways’ in dealing with folks. This has truly hurt me on a personal level.
I am probably going to accept TDS’s two-year bundle offer, but not because of the money saved, because I have always preferred DirecTV; but because of the nightmarish experience of your two CS people tonight, who made me feel worthless, and glossed over the fact that I was misled. I did speak with a 3rd person, agent V1841, who was very sympathetic to what had happened, but admittedly could not do much at this point….except to leave the “install open”.
I realize that one letter does not change a company, and it’s a gamble just to send this to you. One less customer won’t bring the company down, but I fear that the two CS’rs you had on tonight could certainly increase that number, as many people share my disdain for being spoken to at a high level of disrespect, when we are – in fact – the customers. And if – by some chance – the conversions were “recorded for training purposes”, then you would hear that I never swore, never became confrontational, never threatened….just asked for clarifications, and help.
If by chance you feel that a long term customer was in fact treated as shabbily as I have stated, and wish to speak with me concerning this, I would be honored to speak with you. My avenues of contact are thus:
Thank you in advance for any time and/or consideration you may give this matter.
Regional Sales Manager
xxxxxxxx Supply Systems