DirecTV Inc Complaint - Customer No-Service
On 1 July I scheduled an installation appointment for a DVR upgrade for 4-8 pm on 20 July. When no one had called by 7:30 pm today (20 July), I called the DirecTV number I had been given (888-355-7530) and talked to an agent. She reported the installer had tried to call around 1 pm because he couldn't find the house and no one had answered. I had specifically noted that the home phone number is a DSL line which isn't monitored and provided an alternate cell number. I had received no call. The agent said the installer would call us within 20 minutes. He did and said his work order only stated "pm," that he'd never seen a 4-8 pm schedule and had only been given the home phone number. He was 2 hours away and had already turned the work order in, so it would have to be rescheduled.
I called the DirecTV again and an agent and a supervisor said sorry, but . . . earliest installation available was 6 Aug. I indicated that we would terminate our service if the installation wasn't completed tomorrow. "The system" couldn't accomplish that. At 8:18pm a phone message was left on my cell phone by a woman who identified herself as Persia from ?? Mastech?? -- she was hard to understand -- who said she was with the DirecTV contract installer and would I please call back as soon as possible to 800-531-5000 . . . which is the DirecTV number. I called and the agent with whom I spoke knew nothing about why she called.
So, we're canceling our service tomorrow, 21 July. Ironically, we received a THANKS card today from Eileen Hanson, VP of Customer Communications, for 5 years of customer loyalty, giving us 3 months of free GSN Game Lounge access. Too bad DirecTV wasn't as loyal in meeting its service commitment.
As a college professor with 200 students/semester and a consultant who wrote the book on Value-Based Marketing for Bottom Line Success (Amazon), DirecTV has provided a perfect anecdote of a company on which customers CAN'T rely to meet needs effectively or professionally.
Dish has been pursuing us for 5 years. DirecTV has earned Dish a new account.