To Whom this may concern.
I am sending this email to complain about services and treatment that i received last night on 11/4/09 around 8:45pm central time. I called direct tv technical support because my services had gone out. I spoke with a Gina at first. We tried to trouble shoot the issue and it did not work. So the rep said that a tech would have to come out. I asked if one could come by on Thursday and she told me that she cant schedule one for that day. She said that the next appointment would be on Friday from 4-6pm. I told her that i dont get off work until 4:30 and asked if that could be notated. I was told no that cannot be notated that she cant guarantee services to be rendered. I asked for a supervisor and she at first told me that she could not get one to help me. So i said am i being denied to speak to a supervisor. She said that she does not know if there is one availble. I had to ask more than several times for a supervisor before the rep got one. I finally spoke with a supervisor. He explained that if I make an appointment that he would make sure that he mark the it urgent. He handed me back to the rep and she told me flat out that she would not make it urgent. I asked to speak with the same supervisor and the rep put me on hold for more than 15-20 minutes and never let me know what was going on. When the Supervisor Erika came on, she was very rude and kept acting like she was the customer by arguing and interrupting me. When I would try to talk she kept interupting me and would not let me talk. I was very upset about the situation and annoid. She told me that the rep was correct in what she told me. When I would try to talk the supervisor kept interrupting me. She kept arguing with me and kept telling me that she could not notate that I could not be home after 4pm and that she could not guarantee to keep the slot 4-8pm open. I told her that I could not get off work until 4:30. She acted like that is my problem. And I explained that the previous supervisor told me that he would make the appointment urgent. She argued with me about that and told me that she could not honor that. The whole time on the call the supervisor argued with me and kept interrupting me when I tried to talk. I felt like I was treated horribly, and received horrible customer service. I over heard the supervisor say that she will hang up on me. I heard her say that several times. The supervisor actually did hang up on me. I had to call back and ask to speak to another supervisor and I spoke with Tony. I asked if any of my requests had been noted and he told me no. I explained to him that I don’t get home unitl after 4:30. He was the one to notate that and set th eappointment. He explained that there are no notes entered explaining that I was getting off work at 4:30, I was furious. He set the appointment for me and explained that he could make it urgent since I had so many issues with the previous supervisor. He also told me that the supervisor Erika notated that I hung up on her. I told him that is not the truth. Erika was very rude, unhelpful, belittled me and made me feel helpless. She never apologized for any of the previous issues I was having with my service, she just kept arguing with me. I did tape the conversation and it will prove that she hung up on me. If I have to I will take this to the corporate office. I am a new customer and already feel like your company does not care about their customers. Because of what happened last night I am seriously looking at different options for tv. I hate the way I was treated last night. I t was a horrible experience. One last thing. When I asked Erika who the previous supervisor I spoke with she told me that there were too many and the she would not find that out for me. I told her that I would not hang up unitl I found that out. She put me on hold for the longest time and then hung up. I never knew who the 1st supervisor I spoke with was. I hope my matter does not go unnoticed. I hope to get a response to this complaint. I can’t believe how poorly I was treated.
Thank you
Debbie
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