Directv DIRECTV'S ABSOLUTELY POOR CUSTOMER SERVICE Boise Idaho
DIRECTV'S (ABSOLUTELY PISS-POOR) CUSTOMER SERVICE
Why is it that big companies staff their call centers with difficult people? Because their hoping that if their a pain-in-the-a*s to deal with, you'll just go away. Example on point: DIRECTV.
Its bad enough when you invite people to you house to watch a sport program on pay per view only to have your DIRECTV system simply stop working. Its worse when the person who answers the call on DIRECTV's customer service line can do absolutely nothing to correct the problem (however, at the very least, she was relatively nice about not being able to do anything).
The next day I call DIRECTV to try and find out what we'd have to do to get this fixed and I talked to an unidentified female employee. This unidentified female employee immediately started by telling me how much it would cost to have them come and fix this. When I explained to her that the system had just been installed and that this was surely covered by some kind of warranty, SHE RESPONDED BY HANGING UP ON ME!
After calling back (after being left on hold for fifteen minutes before being transferred to the customer service department), it turns out that my system was improperly installed and that the service call to correct this problem will in fact be covered by my warranty. In other words, I was right, the unidentified DIRECTV employee answering the phone was wrong, but it still takes me two phone calls and a morning of aggravation to get them to correct a problem that was clearly their fault to begin with.
Needless to say, this isn't the last they'll hear of this.
Norma
Tampa, Florida
U.S.A.
6 Updates & Rebuttals
Stephen
Vancouver,Washington,
U.S.A.
Oh really....
#7Consumer Comment
Tue, February 07, 2006
Hey Nathan...isnt it wierd how every time I have been disconnected from customer service it was immediately after rep reached point in call where they were at a loss as to how to remedy?Bite me...
Stephen
Vancouver,Washington,
U.S.A.
Oh really....
#7Consumer Comment
Tue, February 07, 2006
Hey Nathan...isnt it wierd how every time I have been disconnected from customer service it was immediately after rep reached point in call where they were at a loss as to how to remedy?Bite me...
Stephen
Vancouver,Washington,
U.S.A.
Oh really....
#7Consumer Comment
Tue, February 07, 2006
Hey Nathan...isnt it wierd how every time I have been disconnected from customer service it was immediately after rep reached point in call where they were at a loss as to how to remedy?Bite me...
Stephen
Vancouver,Washington,
U.S.A.
Oh really....
#7Consumer Comment
Tue, February 07, 2006
Hey Nathan...isnt it wierd how every time I have been disconnected from customer service it was immediately after rep reached point in call where they were at a loss as to how to remedy?Bite me...
Nathan
Caldwell,Idaho,
U.S.A.
Hang-up was not intentional
#7UPDATE Employee
Mon, December 12, 2005
You probably weren't hung up on intentionally--sometimes the call drops when we attempt to transfer.
All we can do over the phone is guide you through troubleshooting; it's not like we go around randomly causing problems with peoples' systems (what, you think there's a "fix it" button on our computer? boy, wouldn't *that* be nice... :D). Sometimes we can fix it over the phone, others (as in your case) we need a tech to go out.
Sorry to hear about your poor experience, and I hope future experiences are positive ones.
Shannon
Union,New Jersey,
U.S.A.
Only 2 calls? You're lucky!
#7Consumer Comment
Sat, December 10, 2005
I have had DirecTV for 4 months and have had all sorts of problems. To begin with, when they came to install the 4 receivers, I only had 1 television at my house (wasn't finished moving). They installed the 4 receivers but did not leave the cable to connect the receiver to the TV on 3 receivers. When I called to have them drop these off, they said I had to schedule an appointment where I had to be there to let them in. I told them I wanted them to just drop them off and I'd attach them myself but they refused to do that. It was against their policy. So, rather than waiting until I could get an appointment, I went and bought the cables at the store. They called soon after to ask how I liked my new service. I told them that I wasn't really impressed with the way the previous situation was handled. As a "kind" gesture, they decided to give me a free Pay Per View Movie. When I actually tried to order the movie, they told me I would have to pay an additional $5 if the customer service rep took the order (I don't have the receiver connected to a phone line-this which is a whole other issue). They said I had to order online to avoid the fee. I did so and proceeded to begin watching the movie. After 5 minutes, it shut off. It took 3 calls and over an hour on a Saturday night just to get a credit for the movie. The experience was so painful, I decided to never order a Pay Per View movie through them. Their service was so bad it wasn't even worth getting a "FREE" movie. Additionally, I've had to make calls every time I have received my bill because they cannot get it straight. They charged me for 2 different packages one month (1-1/2 hours on the phone with them right there). They can't get the credits straight so they offer 3 months of Showtime for free in liew of the full credit or HBO for $2/month for 6 months. Then, they end up overcharging for the free/discounted services causing me to have to call again. They have double billed my sports package. My NFL package sometimes shuts off in the middle of the game (at crucial points of the game). My service just completely shuts off for no reason while I'm watching TV causing me to have to reset every receiver in the house individually. I have spent a minimum of 10 hours in the past 4 months trying to get problems corrected. Their customer service is absolutley horrible. The regular reps know absolutley nothing and cannot help at all so every call must be escalated to a supervisor (who I don't think are really even supervisors). Even when the supervisors avctually seem to have the problem resolved (and don't just disconnect the call because they don't want to understand the actual problem), it turns out being a problem when I get my bill. They screw everything up. It's really almost worth going back to normal cable and paying their ridiculous prices. If it were not for the whole NFL package thing, I would probably do that (that along with the early disconnect fee).