DirecTV Inc Complaint - POOR CUSTOMER SERVICE
BROOKLYN, NEW YORK -- When I placed my order for Directv I called in & asked the representative if I could request a specific Tivo unit. The representative told me whatever the technician has on his truck is what I would get. When the service was installed I was told that I had a new receiver that had just arrived. Thinking that I had the latest 80gb dvr available I was satisfied, only to find out that my cousin had just received a Tivo dvr with 120gb and I am a newer customer than her and I only have an 80gb Tivo unit.
When I called in to rectify this matter the representative put me on hold then came back and advised me he would now be transferring me to a supervisor and I was put on hold on 1-26-05 from 2:31pm to 2:51pm without refreshing the call or giving me a courtesy update. He told me he was now transferring the call to the supervisor. I used my cell phone to make a second call to Directv with the first call still on hold. When a supervisor (said his name is Albert) came on the line he told me he could not assist me then tried to tell me my cousin received a tivo unit that was purchased from an outside vendor, then he corrected himself and said no he apoligizes it was sent from Directv, but I was not able to get a Tivo unit with 120gb hard drive.
Needless to say we were about to place another order for my uncle and a friend (2 separate accounts for Directv)but have cancelled them, and I will be persuading them to go with another provider for their service because of the lack of concern and the quality of treatment which I received from Directv's staff. I also want to know if there is a grace period for cancelling my service without the $150 termination fee. If so I will definitely consider that. Who knows, I have been known to pay $175 termination fee to cancel previous wireless accounts for which I have not been satisfied.
You see when it all comes down to it, it is not the money that matters, it is the quality and concern that customers are given, and I do not feel that Directv cares. I will be sending a copy of this letter to the HEAD of the Investor Relations at Directv, and to other friends that I know who were just about to order Directv to dissuade them from being treated by your staff the way that I have.
Oh and by the way the first call that I placed and wa put on hold for 20 minutes without any type of courtesy or refresher was never answered. The muzak played for 20 minutes and then someone hung up on me.
Not a very good way to start off with a new customer.