Qwest Complaint - FED UP! - Direct TV
To Whom It May Concern:
I established an account with Qwest/Direct TV when I moved into a new apartment complex in late May 2010. After receiving an installation date and time with Direct TV, the first installer that came to the apartment was over three hours late. He did not call to inform me that he was running late nor did he apologize when he arrived. He in fact seemed quite put off that he was there at all. After installing the box and not performing any diagnostic testing, he informed me that my apartment was not wired for Direct TV and that he did not have the time to address this matter. He then told me to call my apartment complex and have the maintenance department come out and wire the apartment. When speaking with maintenance I was informed that was not their job, but that the apartment was in fact wired for Direct TV and the installer had not correctly hooked up the equipment.
I waited an additional week for another Direct TV subcontractor to come out and he was several hours late as well without a phone call. However he did apologize and was quickly able to set up service. He stated that all three rooms in the apartment were wired for Direct TV and wasn’t sure what the previous subcontractor had problems with.
On July 3, 2010 I had scheduled another Direct TV subcontractor to come install a HD box in the living room and install the basic box in the bedroom. The time frame given was between 9am and 1:30pm. At approximately 2pm I began calling Direct TV to see if the installer was still coming. I then had two hours of calling Direct TV and Qwest and six different phone numbers to try to find an agent that could tell me the status of my appointment. I was told that because it was Saturday they could not find that ticket information and that I would just need to wait at the apartment or call Monday if the installer did not show up. At that time I went to my apartment complex manager and was given a cell phone number for a local Qwest manager. She was able to contact a Direct TV agent and I was assured that someone would call me right back. No one ever called me and it wasn’t until after 6pm that the installer showed up with no explanation or apology.
Now that the installation issues have been resolved I am confronted with any equally frustrating billing issue. Apparently because I only have Direct TV and no other services, I have been told to call Direct TV with any technical issues and to call Qwest with all billing issues. Each time I have called Qwest regarding my account I am told that I need to call Direct TV. When I explain my situation, I am still informed that I need to call Direct TV. It has taken a Direct TV agent to call Qwest and explain my situation twice to even have a Qwest agent agree to look up my account. Each time I give my account number, name, address or phone number, the agents have been unable to find my account. My statement comes from Qwest with all of this information on it and I am perplexed with the multiple conversations I have had, why agents can still not find my account. I have been left on hold several times for so long that I have had to hang up. When I have asked for a manager, one is never available.
I set up bill pay with Bank of America and my first bill of $29.99 showed that it cleared from my account in late June. However, when I received my updated bill, it showed a past due of $29.99. When I called Qwest, I again went through the same procedure of being told to call Direct TV. My bill comes from Qwest; the account number listed on my bill is a Qwest account number, but according to Qwest is incorrect. I have never been given a correct account number. I finally handed this issue over to Bank of America last week and until today have not been able to resolve this issue. Direct TV and Qwest have wasted 3 days of my time and multiple hours on the phone without an apology. Having phone calls last 40 minutes with close to a 25 minutes hold is unacceptable. It took a conference call with my bank today to receive a correct account number and it is the first time I have been advanced to a manager. If I had a choice, I would not continue my contract with your company, however, with my apartment complex, I do not have a choice.
I am sure you can see my frustration. I am an emergency room nurse and work in a call center as well. In fact, we are taught that the customer, whether it is a disgruntled patient or caller, is always right. I know we do not live in a perfect world and that there can be difficulties finding correct or accurate information. I do not feel that I have been treated as a valued customer. I expect Qwest and Direct TV to provide the services I have paid for in a timely and professional fashion and up to this point, I feel both companies have failed miserably. I hope that this is not the service I continue to receive. I would appreciate any feedback or compensation for my time that you might have and I hope to correspond with you in the near future.