To whom it may concern,
First and foremost I want to start this letter off with a mood of complete disappointment and let me explain why. What we experienced on 8-5-09 is something you normally read about or hear on the news, but never think it will happen to you.
My wife called the morning of August 5 to explain that a DirectTV van was double parked in our private driveway, meaning it was blocking anyone from coming or going. She then sees your technician carrying a drill walking to the side of our house. He starts drilling, and then we lose DirecTV service. My wife was unable to leave the house since we have a newborn, so she called me at work wondering what to do. Not able to leave work, I pulled into the driveway after work and immediately noticed cut zip ties, about a half dozen or so lying all over my driveway. (we have a dog that could easily have ingested these) Then I noticed what this DirecTV technician did. He decided, WITHOUT OUR PERMISSION to steal from my HD satellite and this is how he did it ILEGALLY! He removed my coaxial cables and zipped tied a splitter to my house. Then he ran coaxial cable up my house and SCREWED 2inch screws into my window molding. He then ran the cable across the next window and across my DRIVEWAY into my neighbor’s house. Needless to say I was quite angry at this sight. He drilled into the 120 year old molding on our historical home and in the process took off some of the paint. He did this in an effort to steal from my satellite and left me with the mess to clean up. After losing DirecTV service, I was frustrated further after sitting on the phone with your company for over 2 hours. It is difficult to have faith in a company that lacks reasonable customer service.
The first person I spoke with got the ball rolling but we were disconnected. The second person had me on hold for about 20 min while she got her supervisor. Then after an hour, he gave me your damage claims information and informed me that I would have to take pictures, print them out, pay for postage, write a letter, and send it into you claims dept. To me this is just terrible customer service, placing the burden and expense on the customer. He then proceeded to tell me he would like to get me compensation but would have to transfer me to someone else whose name was Kyle. Kyle wanted a lot more information and he also wanted me to track down my neighbor who I really don’t know. It seems to me that the only purpose of this would be for YOUR company to point fingers at the installers, and have your company wash your hands of MY situation. I did end up spending some valuable time documenting the information as requested for your claims dept.
As Kyle is ready to hang up, I asked Kyle what you might offer to do for me to keep me as a customer given this situation. He said that because I had too many promotions already, they would not give me anything other than free starz for a month or two. I passed on information about another problem I had with your company that took about a year to resolve. There was a problem with my bill for a YEAR and finally after speaking with 6-8 people over the course of a year, there was finally a resolution. The last promotion was a buddy program which was a huge mistake. So the poor customer service seems to be a trend with your company, but what your technician did was ILLEGAL plain and simple! I am expecting that you resolve this issue to my satisfaction. Scaring my wife and damaging my home is an unbelievable result of your haphazard standards and service. A happy customer recommends a company, but disgruntled ones, such as myself, tell potential customers to run! Please contact me to resolve this situation now.
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