I am very disappointed in the consistency of the answers to my questions regarding service coverage, packages, and what to expect upon upgrade. The customer service personnel all seem to be trained on not getting upset and have trite verbiage to say back to an unhappy customer, but they all have different facts that they are just sure are right and that do not change upon the next call.
In my experience over the last 3 weeks, the facts not only change, in many cases they are not even remotely close to the truth. Then they want me to be happy that they give me 3 months of a movie channel, which I will never view once.
If the management actually reviewed the recorded calls (for quality) and tracked all my calls over the last three weeks, they could hear for themselves my questions and my need of reassurance that what they said was true. Oh, they are so sure they are right and that it will be the way they are explaining. I didn't get one answer provided right, or the same. I am a very unhappy customer right now.
I would love to see training on Direct TV products and services provided to the degree that the "how to handle an upset customer" training is taught. There must be many upset customers to have provided so much condescending "calm down" training that they seem to have embedded in their brains.
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