We had the unpleasant experience of rearranging our schedule to wait around for a promised install of Direct TV on 11/27 between 12-4 PM. We actually took a vacation day for the special occasion.
When I called at 3:30 PM the day of the installation to verify that an installer was still scheduled, I was informed that I have the date incorrect for the install. According to their computer it was scheduled for 12/04. I was given the opportunity to reschedule the installation, but I declined and requested my money back due to their piss poor communications with us as potential new customers.
The strangest part of the entire ordering process was that I was told that I would receive an e-mail summarizing my entire order and confirming the installation date. I never received the e-mail, but my credit card was immediately charged for the order that day. It seems that they were more interested in getting their money, than communicating with me the contents of my order.
What makes me the most upset about the entire thing is that I consider myself somewhat meticulous when it comes to doing my homework prior to making any major purchase.
I took detailed notes of my conversation with the representative at order entry and clearly documented the correct date and 4-hour time window given, but was told that it didn't match what they had in the system. I stated that since I only had my notes to go by and not the confirmation e-mail, I was under the impression everything was correct.
Direct TV has wasted our time and energy on something that could have been easily avoided if the representative had only followed through with an e-mail. They tout that they have the highest customer satisfaction compared to cable and Dish Network, but we will not look at those TV commercials the same after today’s exercise in futility.
Oddly, I received an e-mail confirming my cancellation and replied back with the above-noted message. Within one hour of my reply, I received a phone call from a representative trying to explain a "glitch" in the installation schedule.
I questioned the representative about why did it seem that Direct TV was able to contact me both via e-mail and phone AFTER everything blew up in my face today, but couldn’t get the correct information to me before?
As educated consumers, we Do Not and Will Not settle for less than par customer service representatives going through the motions of dispensing promises that they can not stand behind.
These individuals are representatives of their organization and have a direct impact on that initial impression, whether good or bad.
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