Directv
Terrible response time to service issue despite paid protection plan

I have an issue with my DirecTV Hardware. Overnight it stopped working. After spending hours on the phone today and being told that despite having a paid protection plan on my account I would have to wait 8 days for a technician to come out for a service call. When I tried to ask if there is a way to get someone out sooner they told me that since I began my phone call with them the next earliest appointment was 2 days out beyond that (10 days).

I've been a valued "customer" since 2005. I was reassured by the person in the customer retention department that 8 days isn't bad as there are people in Alaska that have to wait months for service. I live in Wisconsin within a 30 miles of several larger towns. This is not the first time I've had problems with DirecTV. I spent a month dealing with an "upgrade" to my system by a technician that had to come back time and time again until a more senior tech came to the house only to have to redo the work the first person botched up.

Not only could I have a Dish Network person here tomorrow to install a new system, but I can also go out on social media and share this experience with others I know (Roughly 1300 people). I'm a customer service and sales exec and understand the ramifications of a single unsatisfied customer.

If DirecTV does not do a better job of working with their customer service department and build some common sense into their systems, they will not be able to sustain any sort of growth. If my situation is not fixed soon I will leave DirecTV after 8 years and not only choose another option but make a major effort to share my negative experiences with others.

Company: Directv
Country: USA

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