Poor Customer Service Starts At The Top:
I was dissatisfied with my cable company, so I tried DirecTV. It was the worst mistake I ever made and was happy to go back to the Cable Company.
Every single month, it was one issue or another, all pertaining to their customer service, sales and billing departments. As soon as I got one thing resolved, it created another problem. I finally gave up as I couldn't take it any longer.
The thing is, I was locked into a "commitment" that they would not let me out of, despite their inability to keep any of their commitments. The basically had the notion that their customers under contract were stuck, so they could say or do whatever they wanted to them.
I decided to disconnect and fight the Early Termination Fee. I took my complaints as high as I could go and found out why their representatives didn't care.
Their executives didn't care about the customer. It was all about the money. They couldn't see their hand in front of their face and couldn't understand why I would leave since they were "resolving" my issues. It didn't matter to them that there were so many issues, time after time. To them, as long as they fix things, it's ok to break other things or cause other problems for their customers. They have no clue of the frustration. They believe it's normal for their customers to have to call in month after month to fix their problems. They refused to look at the entire account history to see the depth of the problems.
So, I can see why the reps don't care. It's because the Executives simply do not care, and it shows.
DirecTV, you took a great technology and turned it into a pile of rubble. I loved Satellite service, but your customers HATE you. And it all starts at the top.
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