Note that this has nothing to do with any prejudice toward Hispanic people. It is simply that I don't know Spanish and I think that as a paying customer I have a right to expect correspondences from DirecTV in my language!
I am so annoyed I will just copy/paste the transcript:
01/30 03:57 PM -
I HAVE and always HAVE HAD "I prefer to receive emails in Spanish whenever available." UNCHECKED at (link to my account preferences) Yet I continually get email in spanish. Please STOP IT!
01/31 10:15 AM -
Dear Ms. E,
Thanks for writing us and letting us know your concern about your account. I appreciate the opportunity to assist you.
Im sorry to hear that you received an email in Spanish language. When DIRECTV sends correspondence, we use an "opt-in" process, meaning that we only send mail in Spanish language to people who have shown interest in our services in Spanish, either on our web site or by phone. If that is not your case, Im sorry for the mistake.
Unfortunately I cannot guarantee that you will stop receiving mail in Spanish. If you want, we can remove your name from our mailing list. If you decide so please respond to this message with your request and include a copy or your original email.
Thanks again for writing and I thank you very much for your patience and understanding.
Sincerely,
Ms V.
ID: XXXX
DIRECTV Customer Service
01/31 07:56 PM -
DIRECTV!
Your incompetence never ceases to amaze me! I've had service with you since the end of Sept.'07 and in that short time have had numerous billing disputes, ongoing annoyances and now you are telling me that you can stop sending me newsletters in Spanish only if I remove my name from your mailing list???! That is truly an outrage! You sure manage to send my bills and notices of rate increases in English. Do you train your employees to intentionally aggravate your customers?
Obviously I am aware of your so-called "opt-in" system as I "opted-in" to receive the newsletters as described below: (link to my account preferences)
NO, I do not want to remove my name from your mailing list! I want them in English as indicated on your "opt-in" page!
Don't patronize me with fake gratitude for my patience and understanding, I am totally OUT of patience and understanding!
Ms. E.
02/01 05:25 AM -
Dear Ms. E,
Thanks for writing us back regarding your concern in receiving mails in Spanish. I'd like to thank you for choosing DIRECTV and I want you to know that we appreciate your business.
I'm so sorry for any frustration this has caused you. I just wanted to let you know that we received your email and I have forwarded it to a specialist who will research your email and follow up with you. Please note that due to high volume it may take a few days for a specialist to contact you. For immediate assistance, please call us at 1-800-531-5000. A Customer Service Representative will be glad to assist you.
Thanks again for writing and stay tuned to directv.com for the latest news and information about our services.
Sincerely,
Ms. G.
Employee ID XXXX
DIRECTV Customer Service
02/06 05:47 PM -
Dear Ms. E,
Thank you for taking the time to contact us back. I apologize for any inconvenience and confusion you've experienced regarding the language the newsletter is sent. I'd be happy to address your concerns.
I reviewed your account information and see you're signed up with a Spanish-language base package. As this is the case, your newsletters will be sent in Spanish. I apologize, but I'm unable to modify the language of the newsletters as this is based on your programming selection.
I hope you find this information helpful and I apologize once more I can't be of further assistance. Thanks again for writing.
Sincerely,
DIRECTV Customer Service
Thu, 7 Feb 16:03: 00 -0600
I REPEAT: Your incompetence never ceases to amaze me!
Within an hour of writing the letter below I DID receive From: "DIRECTV Pay Per View" [email protected] Subject: Maltin Minute, Top Movies & More IN ENGLISH!
I have scoured your website for any mention of "Spanish-language base package", I think you lie, it does not exist, and even if it does it is a pathetic show of your customer service to flat out state that I can not receive these letters IN ENGLISH! I pay for your service and I am entitled to Email Alerts, Newsletters, and Pay Per View Insider.
If this is your idea of funny and your employees are indeed trained to intentionally aggravate your customers, you are doing the job well and I am NOT amused! I will, from this point forward, with-hold payment until you find someone who can pull their head out of their ass and straighten this out. I will also copy/paste blog all correspondences to...
DISGUSTED
Patricia
lathrop, Missouri
U.S.A.
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