My experience with DirectTV began when 2 salespersons came to my home to sell subscriptions to the service, with a claim that DirectTV was voted #1 in customer service, and showing me a graph that "proved" it. I care about good customer service and signed up. Later I realized that the installation time was unclear. I spoke with Chin, customer service rep, to confirm installation time. I was told there seemed to be no evidence of installers coming at all!
I was referred to a supervisor. When I asked if he would kindly tell me if the installers were coming morning or night, his response baffled me. He said "our workers don't have cell phones so they can't call and tell you when they are on their way." That seemed like an absurd answer, and I still didn't know when I needed to be there for the installers, day or night. This made it it ridiculously inconvenient for a homeowner.
I was told that since DirectTV uses workers from other companies to do their installations, and there would be no way to discover my appointment time. But DirectTV supervisor Lisa W. Gave me her number and asked me to call her back Tthe number she gave me had no answer or message phone. The workers did come eventually, but I noticed that the reception was snowy and poor, so I called right away to report this, within 45 minutes of the installation. On 9/15/07 another worker was sent but still reception did not improve.
My next call was to request that the service be removed entirely, but DirectTV, Customer Service Rep# LKCO887, manager at the Florida Call Center told me to let them try once more to repair the problem.
After this repair also failed, I spoke with called customer service Agent Zach 403-519 and asked him to discontinue service, as I had never been able to use the service, and 2 attempts had failed to clear the reception.
Zach told me I nonetheless owed 287.00 because I "had not met the contract cancellation requirements!" I told him "No on the contrary, I have been trying for days to cancel my service, and my first call was within one hour of installation." I told the rep that I had been working with DirectTV on this for days. But Zach informed me that his records showed no evidence of my contacts or communications with DirectTV whatsover. Therefore he said I would have to pay fees and charges!
Zach told me to wait on the line for a minute while he spoke with a supervisor. I began to note the time on hold. Before I hung up, 45 minutes on hold had passed. Zach never returned to the phone, and their records still showed I owed 287.00, which is a lot of money to me. Then I was sent three bills, one after the other, for service that I had never used, and never worked properly.
I had to make several more calls to try to wipe out this bill, but Agents Shawn, Rose, Tyler and Anthony rep 401231, told me I had to pay the money. This is not what I call "best customer service of all satellite companies". I was tired of calling only to hear that I had to pay money for "failure to keep the contract".
Finally, after hours and hours of this, agent Shanna solved the issue and I would be billed only 4.46. Or so I thought! I was relieved. 6 months later came a bill for hundreds of dollars more, along with a collection call, even after I was told I didn't have to pay. There seems to be a lack of accurate record keeping protocol within DirectTV, and a preponderance of unscrupulous billing practices.
0 comments