WOW Just spoke with your customer service and words cannot express just how greatful that I did that! I am so glad I just dogded a bullet! You guys actually ALMOST got me! Everybody told me not to sign up with you and I could never understand why. Their reasons never sounded justified enough but I'm glad I found out firsthand before I signed up. I've been checking you guys out online and felt like your deals were too good to be true but couldn't put my finger on it. But today I called you for the first time and spoke to someone. You didn't have to tell me she was in sales because she was definitely a true salesperson all she did was talk and barely listened. As soon as I started the call I told her I'm just asking questions don't want to sign up yet I'm THINKING of signing up. She went on and on about your service then asked me for my Social Security information. I should have known better because I never give this info out over the phone but she advised me oh this was only to do a credit check to see what offers I qualify for "No obligation" (yea right). She asked for all my address info and I obliged not knowing I was about to be baited and put out on a hook. She then ran my credit check gave me the pricing and then told me I could sign up for just $8.19 and qualified for 2 HDTV receivers with a monthly paymenmt of $45.99. She said I have to sign up right now and I told her "remember when I said I didnt have my bank acct.info with me? I really don't have my information with me I was just calling for information". She was like but dont you have anything with you? I said no and our convo ended. I called back 2 hrs later when I had my info with me and was all ready. (what possessed me to do that?) I got this other sales rep who kept talking about all sorts of things I never asked her. I was like the other rep. Told me my pricing of $45.99 for the ultimate package and thats all I want. She ran my credit yet AGAIN then told me I could only qualify for 1 free HDTV receiver and a regular receiver but could get the plan for $45.99/mo however had to pay now instead $24.99 because I called a second time. I'm like huh? She said yes because this is the second call I made I cannot get the $8.19 anymore I now have to pay $24.99. Well who would have ever thought there would be a fee for calling your company back? Most companies would love for potential customers to call them back but you, no you charge them! SMH I told the rep well I guess I can't sign up with you now then because the other rep. Never told me the price would change on the second call so I don't have enough on my account to pay anything up front (as I assumed since online when checking out it states $0 up front and no fine print anywhere stating otherwise). I was about to hang up and she told me sweetly that I must hold on so she can speak with her supervisor (Ishould have hung up).
The Supervisor from HELL came on the phone, her name was Ariel, she began explaining to me what the $29.99 was for. Basically you charge us (potential customers) for running a credit check which is lowering our credit score every time so I'm paying YOU to ruin MY credit. SMH She said there is no possible way she can waive this fee as the first rep already waived it once (without me asking her to). I advised her well all of this doesn't really matter then because I don't have the money in my account, had the first rep told me how much I would have to pay next time I would not have called back since as I said before I do not have the money in my account right now. (Don't you think I would have waited until I had the money in my account to call back?). Well I guess even though I kept trying to end the convo Miss Supervisor wanted to have the upper hand as she started telling me to lower my voice when I was clearly not loud but she merely kept trying to interupt me everytime I tried to speak because I guess she's the only one who was suppose to talk in the conversation. I advised her Ma'am I am not raising my voice this is how my voice was when you came on the phone with me. Now I work in Customer Service so I get this strategy act like the customer is confrontational and they look like an A$# & you look good. (I never do this and working in Customer Service I am not one to raise my voice.) Ariel continued her rant about how she is not going to waive the fee (but who was complaining? I kept trying to tell her well then this converstaion is over because there is nothing else to be done) & how I'll never find any other company that's cheaper. When I realized trying to end this conversation nicely just wasn't going to happen as she continued to blab I interrupted her and said "Ma'am what's your name again?" She said Ariel and I said "Thank you Ariel" and hung up. Alaways a Lady I still said Thank You to someone who ruined my night. And to think I was actually excited about signing up with u when I called in! It took me 3 days to completely decide I want Direct TV and all but 1 night (maybe 10 mins or so) for me to lose your trust. That Supervisor came onto the phone ready to attack when I hadn't even requested a Supervisor and was not initally upset but Ariel may be right about one thing I may not find the program you offer cheaper but I'd rather pay more money knowing I won't have to deal with your horrible customer service every month for 24 months. You may have great quality equiptment & programs but with customer service like that you're going to get nowhere. I've had bad cable service before but have NEVER been so disrespected by a cable company before. You just lost a great potential customer and a lot more to come too because you better believe I'm telling everyone I know not to EVER get your service! And if I can find a review site online I'll be posting it there too.
Jessica Nesbitt
Miami, Fl
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