Direct TV
Bait and switch!

Below is a letter that I sent to Direct TV regarding their "bait and switch" policy:

I just finished a telephone conversation with several of your representatives and I am astonished by the lack of customer service your representatives exude. I have had the unfortunate pleasure of dealing with your Alabama call center for the last 30 minutes and if this is how you train your employees to deal with customer concerns your need to re-evaluate your training department.

On November 15 my wife, Jennifer, transferred our account from California to Tennessee. The representative who established the account offered my wife the premier channels free for 4 months – there was no mention of the NFL Sunday Ticket package for $69.99 each month. This is where the bait and switch comes in and apparently Brandi in your Atlanta office condones this type of behavior as she wanted to argue the point that my wife had agreed to this. If the initial representative had offered this package with something to do with NFR (National Finals Rodeo) or some type of programming along this line she probably would have taken the package, but definitely not football. Neither my wife nor myself watch football except for the occasional college game. This is the reason I know that my wife did not agree to the NFL package.

After speaking to a representative that I did not get the name of, I then spoke to Adam who could not help me. Adam transferred me to Ashley who was able to assist me to a degree, she waived the December billing and canceled the NFL Sunday Ticket programming, but was not able to take care of the November 15th to December 16th billing. Per Ashley this is an agreement you have with the NFL? Ashley then transferred me to Brandi who wanted to argue the point and did not want to let me speak. When I asked to speak to her supervisor she refused. I finally was able to get out of her that the call center manager was Sue and that they were located in Alabama, but she refused to give me any other information or transfer me. She also finally gave me the office of the president, but very reluctantly.

The bottom line is: I want the $69.99 waived for the 11/15/07 to 12/16/07 billing cycle as we never requested this service. At this point it is not a matter of money, but it is a matter of principle as if this is the type of customer service your company condones, it is not a company that I would like to do business with. Up until our move to TN I was very satisfied with Direct TV, but since we have moved here, the installer showed up at 8pm on the second appointment – he missed the first one, and did not leave until midnight. You company did give us a missed appointment credit, but now I have to deal with this situation and customer service that is far below a minimum standard.

Sincerely,

Ron.

Company: Direct TV
Country: USA
State: California
Site: directtv.com

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