DirectTV Complaint - Direct TV SUCKS
I tried to get Direct TV istalled twice, but as you will soon see, that never happened. If I had read a web site such as this, perhaps I never would have tried.
From here on, is the actual letter I sent to the Office of the President of Direct TV. I have omitted account numbers and other confidential information.
I have had two very bad experiences with your organization in the past 10 days with regards to extremely poor customer service. Even big companies such as yours must treat their prospective customers as though they are an important part of building their company. But after reading the accounts of my ordeal with becoming one of your customers, please ask yourself, would I want to be a customer of a company like this?
On July 25th 2008, I took off from work to be home for a Direct TV installation contractor. The appointment was from 8:00 a.m. to Noon. This order confirmation number was 99999999 and the account number was 99999999. On this day, no installer ever showed up or called.
At noon on the 25th, I called Direct TV Customer Service. After speaking with a CSR for less that 1 minute, I was disconnected. This could have been an accident; but you be the judge. When I called back, I asked the CSR to transfer me to a supervisor; where I initiated a complaint, I thought. I was speaking with a female supervisor (I did not get names this time) who ultimately transferred me without my knowledge to a representative in a department called “Retention”. I spoke with this guy for a while who said that I would need to iron out my situation with Qwest, since I originally ordered through them. This time at least I was told I was being transferred. When I spoke with Qwest, he said there was nothing he could do since the account was never activated. The Qwest guy transferred me to a Direct TV tech support person (what’s up with that?). Tech support transferred me to your sales department. The sales department said I needed to re-schedule my original order and transferred me back to Customer Service. This time I re-scheduled my installation for August 2nd from 8:00 a.m. to Noon. I asked to be transferred back to a supervisor because I still wanted to file a complaint. I was transferred to supervisor, who told me that I would be credited with $100 for an on-time installation guarantee and gave me the address to the “Office of the President”. This entire call lasted over 1.5 hours and you can count the transfers…although I may have missed one somewhere along the way.
On the morning of August 2nd, I received a call from the installer (Charlie) who said that he would be at the house by 11:30 a.m. and he showed up close to that time. The problem this time is that when he showed up, he said that my order had been cancelled yesterday (August 1st) at 9:20 p.m. I did not cancel my order. Charlie said that he cannot install my equipment until I get the order reinstated.
So Charlie leaves and I call, once again, your Customer Service department. I spoke with Chris and gave him my order number, my account number, my name, my phone number; but no matter what information I give Chris he cannot find my account. Basically, my account has been wiped clean. My order no longer exists. I ask to speak to a supervisor. Chris transferred me to Jason, a CSR Supervisor. Jason confirms that my account is gone, but I could speak with someone in the “Installation” department to reinstate the order. Jason transferred me to Kim. Kim also could not find my information from my account number, but she did find my order confirmation number. Kim could not find any reason why my account was erased; but in order to reinstate my order, I would have to go back through the sales department and set up a new account. So Kim transfers me to Monroe in Sales. I go through the motions again of setting up all the equipment and service package; I had to give my credit card number again in order to do another credit check. Eventually Monroe gets my order set up. I asked Monroe about my $100 credit and he said that I should be able to get that moved over to this new account, but that I would have to go through Customer Service. My new account number is now 99999999. My new order number is 99999999. This call lasted 1 hour 3 minutes.
After completing my order, I call back to Customer Service to talk about my $100 credit. I spoke with Thomas, a CSR rep, who said that he would submit an “Escalation” and that would transfer the credit to my new account. At this point I’m thinking, so far…so good. I ask Thomas about what can be done to compensate me for this second round of inconvenience. Thomas says he cannot do anything. He cannot grant any discounts for this type issue. I told Thomas that I was not upset with him, but I want to speak with a supervisor because I was not satisfied with the answer.
Thomas transfers me to Joe, a CSR Supervisor. Here is where it all unravels. When I tell Joe that I am happy with Thomas helping with the Escalation, Joe interrupts and says that the Escalation is invalid and I will not get the $100 credit. Joe explains that the credit was on the other account. But get this…Your company is responsible for erasing the account in the first place. Doesn’t this sound just a little too convenient? So not only have I been inconvenienced twice by your company, but also the on-time guarantee to keep my order has now been taken away. At this point, I am furious at Joe. I ask Joe, with the 2 debacles in trying to get your product installed and now you are taking the $100 away from me, why should I switch to your service? He tells me that I should do the research and see that DirectTV has the best quality and the programming. Give me a break! I have been screwed around by your Customer Disservice Department repeatedly.
I think you can agree with me that I have had a bad experience, not just once, but twice in a 10 day period. What I learned from this whole experience is the arrogance of your organization. Rather than try to keep a new customer by honoring the on-time guarantee rebate, you insult me by telling me to do my research and see that you have a better product…Right! If this is how you treat prospective new customers, how would you have behaved once I had signed a 2 year contract?
If you wish to discuss any of the facts of this saga, you may call me at (801) 999-9999; my personal cell phone. You may e-mail me if you wish at email@example.com.