- Report: #1399548
Complaint Review: Direct TV - Nationwide
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Direct TV
Nationwide, USA
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Direct TV very unprofessional customer service Nationwide
Hello,
I have Direct Tv since 2012.
I like to believe I am a good customer of you, paying my bill every month in time for last 5 years.
Few days ago, I decided to move my TV from one wall to the opposite wall in same living-room.
I called Direct TV and set one appointment to have a technician come over to move the TV receiver&recorder and all the wires to the new place (the cables was not long enough to rich the new TV location) and the customer service set the appointment for September 6th between 12.00 pm and 4.00 pm.
In September 6th, we do receive a call from Direct TV telling us the technician is running late.
Finally, at 5.30 pm the technician ( Michael ) show-up at my house and after he spend at least 10 minutes on his phone in the car ( My husband and I - just watching him!?) he get off the car, set the orange cones around his truck, put on his safety helmet and take a selfie picture, put everything back (the cones and the helmet) in his truck and he says, …”let see the job”.
We were in our front yard and watch him all this time. We expect from him to say Hello, my name is ….., show his badge and apologize for being late, or something… (thinks what any man with good manners would do). But… NOTHING !
Of course we were upset because after we waiting for 4 hours is not nice to show-up 1 hour and a half late and not even bother to apologize, is rude and not professional at all.
My husband ask him to introduce himself and show his badge (which was under his jacket and we can’t see his name) and ask how is possible to be so late when he have 4 hours appointment window. At that point, the technician gets mad and he raised his voice and tells us:
“I spent last 4 hours in the attic at the previous customer and now you ask me why I am late?!? You know what? I don’t even do this job anymore!”
He jumps in his truck and left.
Of course, we call customer service again, and we talk with technician’s supervisor, named Paul. He was nice and polite, apologizing for this situation and he rescheduled our appointment for September 11 between 8.00 am and 12.00 pm. We specially request to have first appointment in the morning, make sure the technician doesn’t come to our place tired from the previous job.
On September 11th, we received a call at 11:17 am - telling us the technician reported his previous job done and he headed to our place.
At 2:32 pm I decided to call Direct TV and see what is going on? No one show-up to complete the job.
I found out appalled, the technician cancelled my order due to “safety reason”.
I called customer service again and spoke with Rein, the lady who answers my call, and she was not able to tell me who canceled my work-order, and I asked for the supervisor on duty. I was transferred to Yui, other lady who could not or did not want to tell me who cancelled my appointment, or who was the technician assigned to do my work-order at this time. I was so frustrated and I asked to talk with upper manager, or someone who is able to answer my question and resolve my problem. Finally, I spoked with Joana, (ID#JC719xRx) who did not answer my question, but rescheduled my appointment for Wednesday, September 13th at 8.00 am.
I was asked by all this 3 ladies how is the weather at my location, and I tell them was nice, sunny, 85 degrees, not windy, perfect time to do a 30-45 minutes inside job!!
I specially request to talk with technician’s manager to see who cancelled my appointment (is very important to me: my husband take off 2 days from his work already for this mater) and make sure he will take care of my next appointment to be at 8.00 am first job for that day! She says is no one available at that time, but she promised to me she will have someone to call me in same day.
Of course no one from Direct TV called me back. I have been very disappointed the way how the management team works.
I would like to know how Direct TV will take care of my situation. I am a very unsatisfied customer right now, I am so up-set of this issue and I want to know who canceled my appointment and why. What steps your company takes to resolve my issue and to prevent this situation happened again to other customers.
