Misadventures in Customer Service: DirecTV
I’m genuinely outraged at this moment and there is no better way for a blogger to express his disdain than to blog his feelings. I’ve just spent almost two hours on the phone with DirecTV playing the hot potato game. Apparently, no one at this company feels the necessary ownership of their customers issues to solve the problem!
Several weeks ago, I ordered DirecTV service because they were the only ones licensed to carry the NFL Sunday Ticket in the United States. I did this with fear and trembling because I have had previous bad customer experiences with the company but I went ahead as those experiences were several years ago. Services improve, right? Wrong!
The problem lied in the fact that I had no “normal” phone line. My wife and I made the decision several years ago that we would rely on our cell phones solely and to be honest, we haven’t looked back. The technology in DirecTV requires a phone line which I did not have at the time of ordering. So we couldn’t get our now-required DVR. See, by the time we have a chance to sit down and watch television, it’s sometimes 9 o’clock at night. So we like to record our shows to watch them when we can. We had this service with Comcast, and now we need it with DirecTV.
At the time of ordering, I was originally told that there was a $99 fee for the DVR which would be rebated back to our account 8 days after the account was active. Then the rep realized we didn’t have a phone line so he told us to call back after getting the phone line and as long as it was 8 days after the account was active, we would not be charged for the DVR.
Fair enough, right? Not so fast.
I ordered the phone line but had not had a chance to call DirecTV until today. Which I did. I sat on hold for a long time waiting to get through to customer service who then transferred me to installation who then transferred me to sales who then transferred me back to customer service where I got hung up on.
Not cool.
All I want is my DVR at no charge which was what I was promised. I don’t want to be the proverbial hot potato. I want my account dealt with accordingly. I don’t want to sit on hold forever while the incompetent people at DirecTV figure out what my problem is and get me to the right person. If you want to know, just ask me. Or better yet, read this blog along with the other 2k people per day and 200 RSS subscribers that do.
I’ve sent this email to their customer service department as I refuse to sit on hold. They have my phone number and they can call me, or return my email. However, this will be dealt with, between me and them or between the blogosphere and them. It matters not to me. I’m your customer and I pay you to help me. Now help me.
Dear Sirs:
I am in a very unfortunate position of being given the run around by DirecTV. A few weeks ago, I ordered DirecTV service and was informed that when I established a landline, I could order DVR service (which I currently have with Comcast). I’ve established that phone line and called into DirecTV for a system upgrade. I waited on hold with customer service for 45 minutes at which point the representative transferred me to installations. Because they wanted to charge me $99 and the original thing I was told was that I would get a rebated system (back when I signed up – I wouldn’t have signed up otherwise) when I called back in with my new phone number, I was transferred to sales. Again, because I’m not a new customer, I was referred back to customer service where I was promptly hung up on.
This is not good customer service and as a well-read blogger, I’m tempted to expose this stuff on my blog (technosailor.com).
The item I’m concerned with, of course, is this $99 charge for a DVR when I was told originally that I would only have to pay that when I signed up and then I would get a $99 rebate after 8 days with an active account, however if I called back after the account was open 8 days, I wouldn’t have to pay this.
At the very least this is deceptive marketing. At the very worst, it’s outright lying and shoddy customer service.
Please let me know when I can get my DVR installed and what DirecTV plans to do about this problem.
Thanks,
Aaron Brazell
Try that on for size.
UPDATE: Within 4 hours of sending the email, I recieved an email from DirecTV:
Dear Mr. Brazell,
Thanks for taking the time to write us and let us know your concerns about your DIRECTV equipment costs. You are important to us and we certainly want to keep you as a customer.
A service specialist will call you in the next few days to discuss what we can do to meet your needs.Thank you for your patience, and for giving us the chance to respond to your concerns.
Sincerely,
Lisa J
ID #10004328
DIRECTV Customer ServiceNo waiting. No hold times. Register online at directv.com or use our automated phone system to pay your bills, change services, get technical assistance and much more! Our automated systems are easy to use and you’ll avoid most transaction fees.
What’s with the tagline? No Waiting? No hold time? Come on…
So Saturday, I sent another email blasting the lack of response since then.
Where it stands now is DirecTV called me and left me a voicemail with an 800 number to call with a PIN. The 800 number has been busy and I have not been able to get through.
The saga continues.
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Written by Aaron Brazell on November 14, 2006
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I have had both Dish and Drectv and haven’t cared much for either. The Dish equipment was always tearing up and they would never work with you on it. The customer service sucked. They would tell you one thing and do another. I only liked it due to the fact they had local channels. Finally after several years and my bills going higher and higher without any explanation and no change in my service I called it quits. I started out years and years ago with Primestar. Dish was much lower cost when I originally purchased it but by the time I left I was paying MORE than I ever did with Primestar. I was searching for another satellite company and Directv promised all sorts of options and that they would be supplying the local channels withen the month. HA it took over a year and a half. They came in and used a lot of the old Dish cabling instead of using new. They also used a lot of other Dish equipment when they installed the Directv. When I called I was told “well thats too bad but if it tears up we’ll fix it.” Not the point! Then when it did tear up, you guessed it-another year contract. I have found that none of the three are really in need of “one” customer. And I feel like when you call to complain that is what they see you as “well it’s only one person.” It will take several before it hurts. Hopefully they will have more competition sometime in the future. But then again-the only phone service that we have here is Century tel, and you can bet they know that you have to take whatever they wish to dish out. You are talked to like a dog, that is IF they decide to talk to you. Its all in the competition………..
I have had both Dish and Drectv and haven’t cared much for either. The Dish equipment was always tearing up and they would never work with you on it. The customer service sucked. They would tell you one thing and do another. I only liked it due to the fact they had local channels. Finally after several years and my bills going higher and higher without any explanation and no change in my service I called it quits. I started out years and years ago with Primestar. Dish was much lower cost when I originally purchased it but by the time I left I was paying MORE than I ever did with Primestar. I was searching for another satellite company and Directv promised all sorts of options and that they would be supplying the local channels withen the month. HA it took over a year and a half. They came in and used a lot of the old Dish cabling instead of using new. They also used a lot of other Dish equipment when they installed the Directv. When I called I was told “well thats too bad but if it tears up we’ll fix it.” Not the point! Then when it did tear up, you guessed it-another year contract. I have found that none of the three are really in need of “one” customer. And I feel like when you call to complain that is what they see you as “well it’s only one person.” It will take several before it hurts. Hopefully they will have more competition sometime in the future. But then again-the only phone service that we have here is Century tel, and you can bet they know that you have to take whatever they wish to dish out. You are talked to like a dog, that is IF they decide to talk to you. Its all in the competition………..
I have had both Dish and Drectv and haven’t cared much for either. The Dish equipment was always tearing up and they would never work with you on it. The customer service sucked. They would tell you one thing and do another. I only liked it due to the fact they had local channels. Finally after several years and my bills going higher and higher without any explanation and no change in my service I called it quits. I started out years and years ago with Primestar. Dish was much lower cost when I originally purchased it but by the time I left I was paying MORE than I ever did with Primestar. I was searching for another satellite company and Directv promised all sorts of options and that they would be supplying the local channels withen the month. HA it took over a year and a half. They came in and used a lot of the old Dish cabling instead of using new. They also used a lot of other Dish equipment when they installed the Directv. When I called I was told “well thats too bad but if it tears up we’ll fix it.” Not the point! Then when it did tear up, you guessed it-another year contract. I have found that none of the three are really in need of “one” customer. And I feel like when you call to complain that is what they see you as “well it’s only one person.” It will take several before it hurts. Hopefully they will have more competition sometime in the future. But then again-the only phone service that we have here is Century tel, and you can bet they know that you have to take whatever they wish to dish out. You are talked to like a dog, that is IF they decide to talk to you. Its all in the competition………..
I have had both Dish and Drectv and haven’t cared much for either. The Dish equipment was always tearing up and they would never work with you on it. The customer service sucked. They would tell you one thing and do another. I only liked it due to the fact they had local channels. Finally after several years and my bills going higher and higher without any explanation and no change in my service I called it quits. I started out years and years ago with Primestar. Dish was much lower cost when I originally purchased it but by the time I left I was paying MORE than I ever did with Primestar. I was searching for another satellite company and Directv promised all sorts of options and that they would be supplying the local channels withen the month. HA it took over a year and a half. They came in and used a lot of the old Dish cabling instead of using new. They also used a lot of other Dish equipment when they installed the Directv. When I called I was told “well thats too bad but if it tears up we’ll fix it.” Not the point! Then when it did tear up, you guessed it-another year contract. I have found that none of the three are really in need of “one” customer. And I feel like when you call to complain that is what they see you as “well it’s only one person.” It will take several before it hurts. Hopefully they will have more competition sometime in the future. But then again-the only phone service that we have here is Century tel, and you can bet they know that you have to take whatever they wish to dish out. You are talked to like a dog, that is IF they decide to talk to you. Its all in the competition………..
I have had both Dish and Drectv and haven’t cared much for either. The Dish equipment was always tearing up and they would never work with you on it. The customer service sucked. They would tell you one thing and do another. I only liked it due to the fact they had local channels. Finally after several years and my bills going higher and higher without any explanation and no change in my service I called it quits. I started out years and years ago with Primestar. Dish was much lower cost when I originally purchased it but by the time I left I was paying MORE than I ever did with Primestar. I was searching for another satellite company and Directv promised all sorts of options and that they would be supplying the local channels withen the month. HA it took over a year and a half. They came in and used a lot of the old Dish cabling instead of using new. They also used a lot of other Dish equipment when they installed the Directv. When I called I was told “well thats too bad but if it tears up we’ll fix it.” Not the point! Then when it did tear up, you guessed it-another year contract. I have found that none of the three are really in need of “one” customer. And I feel like when you call to complain that is what they see you as “well it’s only one person.” It will take several before it hurts. Hopefully they will have more competition sometime in the future. But then again-the only phone service that we have here is Century tel, and you can bet they know that you have to take whatever they wish to dish out. You are talked to like a dog, that is IF they decide to talk to you. Its all in the competition………..
Well i am a dtv technical supportt, and you don´t imagine the crap we have to put with to assist you as a costumer, and all you do is complaint and yell, well here are news for all of you “GO TO COMCAST” to see if you will get 2000 channels and a Costumer service 27/7..
Well i am a dtv technical supportt, and you don´t imagine the crap we have to put with to assist you as a costumer, and all you do is complaint and yell, well here are news for all of you “GO TO COMCAST” to see if you will get 2000 channels and a Costumer service 27/7..
Well i am a dtv technical supportt, and you don´t imagine the crap we have to put with to assist you as a costumer, and all you do is complaint and yell, well here are news for all of you “GO TO COMCAST” to see if you will get 2000 channels and a Costumer service 27/7..
Well i am a dtv technical supportt, and you don´t imagine the crap we have to put with to assist you as a costumer, and all you do is complaint and yell, well here are news for all of you “GO TO COMCAST” to see if you will get 2000 channels and a Costumer service 27/7..
Well i am a dtv technical supportt, and you don´t imagine the crap we have to put with to assist you as a costumer, and all you do is complaint and yell, well here are news for all of you “GO TO COMCAST” to see if you will get 2000 channels and a Costumer service 27/7..
Pity they don’t teach you to spell, then even though you can’t do much in the way of treating customers well or fixing any type of problem then at LEAST you would be able to do some sort of menial task, but since evne a menial task requires some sort of SPELLING and writing in an intelligible manner, then possibly cleaning toilets might be your speciality.
Pity they don’t teach you to spell, then even though you can’t do much in the way of treating customers well or fixing any type of problem then at LEAST you would be able to do some sort of menial task, but since evne a menial task requires some sort of SPELLING and writing in an intelligible manner, then possibly cleaning toilets might be your speciality.
Pity they don’t teach you to spell, then even though you can’t do much in the way of treating customers well or fixing any type of problem then at LEAST you would be able to do some sort of menial task, but since evne a menial task requires some sort of SPELLING and writing in an intelligible manner, then possibly cleaning toilets might be your speciality.
Pity they don’t teach you to spell, then even though you can’t do much in the way of treating customers well or fixing any type of problem then at LEAST you would be able to do some sort of menial task, but since evne a menial task requires some sort of SPELLING and writing in an intelligible manner, then possibly cleaning toilets might be your speciality.
Pity they don’t teach you to spell, then even though you can’t do much in the way of treating customers well or fixing any type of problem then at LEAST you would be able to do some sort of menial task, but since evne a menial task requires some sort of SPELLING and writing in an intelligible manner, then possibly cleaning toilets might be your speciality.
Harsh, Elaine… :)
Harsh, Elaine… :)
Harsh, Elaine… :)
Harsh, Elaine… :)
Harsh, Elaine… :)
my name’s page, im a directv customer service rep for years now and i never knew that this is how other customers think of our company.
i just wanna let you know that we are trying our best to resolve each and every problem our customers have. at times maybe your calls are routed to (for the lack of a better term) incompetent reps. but i still assure you that there are reps that are concerned bout your situations/issues/problems.
my name’s page, im a directv customer service rep for years now and i never knew that this is how other customers think of our company.
i just wanna let you know that we are trying our best to resolve each and every problem our customers have. at times maybe your calls are routed to (for the lack of a better term) incompetent reps. but i still assure you that there are reps that are concerned bout your situations/issues/problems.
my name’s page, im a directv customer service rep for years now and i never knew that this is how other customers think of our company.
i just wanna let you know that we are trying our best to resolve each and every problem our customers have. at times maybe your calls are routed to (for the lack of a better term) incompetent reps. but i still assure you that there are reps that are concerned bout your situations/issues/problems.
my name’s page, im a directv customer service rep for years now and i never knew that this is how other customers think of our company.
i just wanna let you know that we are trying our best to resolve each and every problem our customers have. at times maybe your calls are routed to (for the lack of a better term) incompetent reps. but i still assure you that there are reps that are concerned bout your situations/issues/problems.
my name’s page, im a directv customer service rep for years now and i never knew that this is how other customers think of our company.
i just wanna let you know that we are trying our best to resolve each and every problem our customers have. at times maybe your calls are routed to (for the lack of a better term) incompetent reps. but i still assure you that there are reps that are concerned bout your situations/issues/problems.
I just got of the phone with Direct TV .After years of been a customer of theirs only because they have the international programming that I like I finally said NO MORE ABUSE!! NO MORE OF DEALING WITH SOMEBODY IN THE PHILIPINNES for customer service. I am going back to the TV antenna till I can get the Verizon Fios TV installed (in 10 days) the same goes for Dish Network. No difference except that with them you are dealing with somebody in India for customer service. Shame to both of them!!!!
When a customer calls in to customer service the customers seeks a solution and the worst thing is when the person at the other end (that can barely speak English) treats you like somebody stupid. Just imagine this I called because I was getting no signal and after we reset the box the representative said …….I changed everything so now you will receive a stronger signal……… What a lie!!! I think that it is a matter of time that they will have to do something or they will loose a very large portion of their customers.
Personally me? I will never ever go back to them. They lost me forever.
I just got of the phone with Direct TV .After years of been a customer of theirs only because they have the international programming that I like I finally said NO MORE ABUSE!! NO MORE OF DEALING WITH SOMEBODY IN THE PHILIPINNES for customer service. I am going back to the TV antenna till I can get the Verizon Fios TV installed (in 10 days) the same goes for Dish Network. No difference except that with them you are dealing with somebody in India for customer service. Shame to both of them!!!!
When a customer calls in to customer service the customers seeks a solution and the worst thing is when the person at the other end (that can barely speak English) treats you like somebody stupid. Just imagine this I called because I was getting no signal and after we reset the box the representative said …….I changed everything so now you will receive a stronger signal……… What a lie!!! I think that it is a matter of time that they will have to do something or they will loose a very large portion of their customers.
Personally me? I will never ever go back to them. They lost me forever.
I just got of the phone with Direct TV .After years of been a customer of theirs only because they have the international programming that I like I finally said NO MORE ABUSE!! NO MORE OF DEALING WITH SOMEBODY IN THE PHILIPINNES for customer service. I am going back to the TV antenna till I can get the Verizon Fios TV installed (in 10 days) the same goes for Dish Network. No difference except that with them you are dealing with somebody in India for customer service. Shame to both of them!!!!
When a customer calls in to customer service the customers seeks a solution and the worst thing is when the person at the other end (that can barely speak English) treats you like somebody stupid. Just imagine this I called because I was getting no signal and after we reset the box the representative said …….I changed everything so now you will receive a stronger signal……… What a lie!!! I think that it is a matter of time that they will have to do something or they will loose a very large portion of their customers.
Personally me? I will never ever go back to them. They lost me forever.
I just got of the phone with Direct TV .After years of been a customer of theirs only because they have the international programming that I like I finally said NO MORE ABUSE!! NO MORE OF DEALING WITH SOMEBODY IN THE PHILIPINNES for customer service. I am going back to the TV antenna till I can get the Verizon Fios TV installed (in 10 days) the same goes for Dish Network. No difference except that with them you are dealing with somebody in India for customer service. Shame to both of them!!!!
When a customer calls in to customer service the customers seeks a solution and the worst thing is when the person at the other end (that can barely speak English) treats you like somebody stupid. Just imagine this I called because I was getting no signal and after we reset the box the representative said …….I changed everything so now you will receive a stronger signal……… What a lie!!! I think that it is a matter of time that they will have to do something or they will loose a very large portion of their customers.
Personally me? I will never ever go back to them. They lost me forever.
I just got of the phone with Direct TV .After years of been a customer of theirs only because they have the international programming that I like I finally said NO MORE ABUSE!! NO MORE OF DEALING WITH SOMEBODY IN THE PHILIPINNES for customer service. I am going back to the TV antenna till I can get the Verizon Fios TV installed (in 10 days) the same goes for Dish Network. No difference except that with them you are dealing with somebody in India for customer service. Shame to both of them!!!!
When a customer calls in to customer service the customers seeks a solution and the worst thing is when the person at the other end (that can barely speak English) treats you like somebody stupid. Just imagine this I called because I was getting no signal and after we reset the box the representative said …….I changed everything so now you will receive a stronger signal……… What a lie!!! I think that it is a matter of time that they will have to do something or they will loose a very large portion of their customers.
Personally me? I will never ever go back to them. They lost me forever.
It is amazing that you sign a years contract with a company and then you get faulty equipment, poor service and it is allowed. I imagine that there will be a class action suit sometime in the future for this type of “legal stealing.” Then when you are fed up and decide that since you have “nothing” and make the decision to let it go, you are charged an enourmous amoount for “breaking the contract.” However, it is o.k. for them to break the contract. I also find it interesting that you rent a piece of equipment but if it no longer works you must purchase a replacement. Probably this needs to be brought to some type of legal action. As noted above from a “customer service rep” who states we can all go to COMCAST and not get as many channels, it should be noted that with COMCAST if the channels WORKED then you would be getting MORE channels than you do with a system that fails and gets no channels. Also note that this tyoe of attitude is exactly what the customer is upset about. You don’t like it too bad, go somewhere else. Intead of “your not happy, lets see how we can fix that.” I have found a multitude of links where people are unhappy with the supposed rental/buy behavior and the providing a service that is not followed through with. Possibly all of these customers should form together and discuss a possible class action suit?
It is amazing that you sign a years contract with a company and then you get faulty equipment, poor service and it is allowed. I imagine that there will be a class action suit sometime in the future for this type of “legal stealing.” Then when you are fed up and decide that since you have “nothing” and make the decision to let it go, you are charged an enourmous amoount for “breaking the contract.” However, it is o.k. for them to break the contract. I also find it interesting that you rent a piece of equipment but if it no longer works you must purchase a replacement. Probably this needs to be brought to some type of legal action. As noted above from a “customer service rep” who states we can all go to COMCAST and not get as many channels, it should be noted that with COMCAST if the channels WORKED then you would be getting MORE channels than you do with a system that fails and gets no channels. Also note that this tyoe of attitude is exactly what the customer is upset about. You don’t like it too bad, go somewhere else. Intead of “your not happy, lets see how we can fix that.” I have found a multitude of links where people are unhappy with the supposed rental/buy behavior and the providing a service that is not followed through with. Possibly all of these customers should form together and discuss a possible class action suit?
It is amazing that you sign a years contract with a company and then you get faulty equipment, poor service and it is allowed. I imagine that there will be a class action suit sometime in the future for this type of “legal stealing.” Then when you are fed up and decide that since you have “nothing” and make the decision to let it go, you are charged an enourmous amoount for “breaking the contract.” However, it is o.k. for them to break the contract. I also find it interesting that you rent a piece of equipment but if it no longer works you must purchase a replacement. Probably this needs to be brought to some type of legal action. As noted above from a “customer service rep” who states we can all go to COMCAST and not get as many channels, it should be noted that with COMCAST if the channels WORKED then you would be getting MORE channels than you do with a system that fails and gets no channels. Also note that this tyoe of attitude is exactly what the customer is upset about. You don’t like it too bad, go somewhere else. Intead of “your not happy, lets see how we can fix that.” I have found a multitude of links where people are unhappy with the supposed rental/buy behavior and the providing a service that is not followed through with. Possibly all of these customers should form together and discuss a possible class action suit?
It is amazing that you sign a years contract with a company and then you get faulty equipment, poor service and it is allowed. I imagine that there will be a class action suit sometime in the future for this type of “legal stealing.” Then when you are fed up and decide that since you have “nothing” and make the decision to let it go, you are charged an enourmous amoount for “breaking the contract.” However, it is o.k. for them to break the contract. I also find it interesting that you rent a piece of equipment but if it no longer works you must purchase a replacement. Probably this needs to be brought to some type of legal action. As noted above from a “customer service rep” who states we can all go to COMCAST and not get as many channels, it should be noted that with COMCAST if the channels WORKED then you would be getting MORE channels than you do with a system that fails and gets no channels. Also note that this tyoe of attitude is exactly what the customer is upset about. You don’t like it too bad, go somewhere else. Intead of “your not happy, lets see how we can fix that.” I have found a multitude of links where people are unhappy with the supposed rental/buy behavior and the providing a service that is not followed through with. Possibly all of these customers should form together and discuss a possible class action suit?
It is amazing that you sign a years contract with a company and then you get faulty equipment, poor service and it is allowed. I imagine that there will be a class action suit sometime in the future for this type of “legal stealing.” Then when you are fed up and decide that since you have “nothing” and make the decision to let it go, you are charged an enourmous amoount for “breaking the contract.” However, it is o.k. for them to break the contract. I also find it interesting that you rent a piece of equipment but if it no longer works you must purchase a replacement. Probably this needs to be brought to some type of legal action. As noted above from a “customer service rep” who states we can all go to COMCAST and not get as many channels, it should be noted that with COMCAST if the channels WORKED then you would be getting MORE channels than you do with a system that fails and gets no channels. Also note that this tyoe of attitude is exactly what the customer is upset about. You don’t like it too bad, go somewhere else. Intead of “your not happy, lets see how we can fix that.” I have found a multitude of links where people are unhappy with the supposed rental/buy behavior and the providing a service that is not followed through with. Possibly all of these customers should form together and discuss a possible class action suit?