I need to inform you of an unfortunate incident that occurred today. It is unfortunate not only for me, but for your company as well. We have been loyal DirectTV customers for a very long time. A few days ago for some reason our satellite was not receiving its signal and we were not getting most of the channels with the exception of a few HD channels on one TV. I tried to troubleshoot the tv as the tv display instructions indicated, it made things worse, I got no channels. I called DirectTV and spent almost an hour with the customer service agent. She was trying to help me troubleshoot over the phone. But in all honesty, I really don’t think she knew what she was doing as it seemed she was just reading from a manual as to what to do. Then she finally said we would need to have a service call. She came back to tell me that the next appointment was on Tuesday, February 5th. I explained to her that that would not do since the Super Bowl was this Sunday and we were having a Super Bowl party. We needed to have the TV fixed by Sunday. She put me on hold and then came back to say that we could have someone here tomorrow (Saturday, February 2nd) between the hours of 12-4. I could not do the afternoon, so she gave us 8-12, Saturday, February 2nd. I waited at home all morning today, and when no one showed up by 1:00 I called customer service. I was then told by someone that our appointment was not for today, but next Saturday, February 9th. I told him that was not correct and that we did make the appointment for today, explaining my Super Bowl predicament. He said there was nothing he could do for me today, so I asked to speak with a supervisor. I then spoke with a supervisor by the name of Onjinee. I have to say that it is unfortunate that she bears the title Supervisor. First she tried to apologize for the “miscommunication” between myself and the customer service agent yesterday, saying she was sorry that I misunderstood her. I’m telling you that there was no miscommunication or misunderstanding. That customer service agent lied to me. I explained my situation needing to have our system fixed by SuperBowl Sunday, why would I accept an appoint a week later. Furthermore why would I make an appointment on Saturday the 9th when I could have gotten one earlier on Tuesday the 5th. I was told that my appointment was today, Saturday February 2nd. I stayed home all day waiting for the service man. I waited 5 hours for him. I explained all of this of Onjinee and told her that I expected some to come to my house today. She said “there’s nothing I can do”. And that is basically all she kept saying to me. This situation is not my fault, I was lied to by your company, I was put in this situation by your company. Your company should have bent over backwards to rectify this situation. As I was speaking to Onjinee I could tell that she was either pushing to mute button on her phone so she could talk without me hearing what she was saying or she was putting me on hold so she didn’t have to hear me. Everytime I was speaking I could hear a click after I was done speaking so I know she was doing this. This is so unprofessional. Onjinee then rudely suggested that I “get out my yellow pages and find an independent technician to fix my problem”. I feel this is absolutely outrageous. I told her I’d do that and send Direct Tv the bill, she said “we will not pay it”. I gave her many suggestions on how she could rectify my situation but all she said was “there’s nothing I can do.” I asked her if she was prepared to lose my account over this situation and she said “there’s nothing I can do”. I asked to speak with her supervisor and she said that he does not speak to customers. I asked to speak with anyone higher up and she said they don’t phone numbers and don’t speak to customers. I find this completely outrageous. So I guess your customers can get treated this way and there is nothing that can be done? I am hoping that this letter is getting to the right hands and that there is someone who does care about how customers are treated. There is a lot of competition in the cable/satellite business, so I think you do care. I know of your referral program and my husband and I are always positive about DirectTV. But now at the point I cannot be and will need to tell my story to others. We will have to cancel our Super Bowl party thanks to DirectTv and it’s poor customer service agents and so called supervisors.
Thank you for your time. I’d appreciate some kind of response. And I hope it’s not “sorry there’s nothing I can do”, because I really think there is something you can do.
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