September 19
Mr. Chase Carey, boss
DirecTV
Office of the Leader
PO Box 6550
Greenwood Village, CO 80155
Mr. Carey,
I'm writing for you today to cause you to conscious of my current encounter with DirecTV and Direc TECHNOLOGY Keeping. I'm forced to create this issue for your interest, whilst the reaction from your own customer support division was totally unsatisfying, and that I think you ought to be conscious of your employees’ steps.
I've been a faithful DirecTV client since March; my bill number is XXXXXXXX. I've regularly managed a comprehensive membership, and normally, spend roughly $150 monthly for my support. Within my support interval, I've shifted twice. Both occasions, I've transferred my support making use of your “Way-U-Move” choice, that has led to a-2-year contract extension.
Our newest transfer, in May was a complete catastrophe. The specialist which was sent to my house on May 3 came using the incorrect gear and was not able to deploy my HD support. Another specialist was sent many weeks later, even though he could deploy the HD meal, the installment was careless and unprofessional, with wires snaking freely down the leading of my house, making an unattractive search. Although we were seriously disappointed with this specific installation, we approved it since we'd invested so enough time fighting with DirecTV Customer Support, who desired to cost us for that installation, simply because they regarded this a “service upgrade”. (Obviously, they'd some trouble comprehending that we weren't improving to hi-def support; your specialist simply didn't deploy the correct gear about the unique installment day.)
In May we chose to place new exterior on our house. Your company recommended us the exterior couldn't be mounted using the DirecTV wires running down the leading of our house. We named DirecTV and were informed by Customer Support the wires might be rerouted totally free included in our DirecTV Protection Program. We planned something visit for July 19, and my partner got a holiday evening from function to ensure that he might be house to describe towards the specialist how we would really like the wires fitted.
Your specialist, Jorge did appear about the designated evening during our visit screen. My partner told him what we'd like completed, as well as in reality, had our company arrived at our house to go over the installation with Jorge. Jorge created many telephone calls to his boss and recommended us he didn't possess the correct work-order to accomplish the task. My partner named DirecTV Customer Support and established the correct paperwork was supplied to Direc Technology. At that time, Direc TECHNOLOGY recommended us that Jorge couldn't finish the task, because they didn't possess the correct paperwork, and Jorge wouldn't be compensated if he did the installment with no legitimate work-order. The visit was rescheduled for that following evening (June 20) and Jorge individually guaranteed us he could be at our house no later than midday.
I ended a consultation to ensure that I really could be house on July 20th to hold back for Jorge. At roughly 10:30 am, I obtained a mobile call from the guy that didn't speak English. I thought that it had been a wrong-number, till he began yelling “DirecTV” in to the telephone. I expected him who he was and just why he was calling and he explained that his title was Rafael and he was from DirecTV. He mentioned he was on his method to my house, but have been postponed with a flat tire. I expected him about Jorge, but he explained he didn't understand who Jorge was. He merely mentioned he was from NYC which he'd a set tire. Rafael’s Language was extremely restricted, and that I had great trouble understanding what he was saying. I told him that I had been awaiting Jorge, which used to do not need him to come quickly to my house.
Roughly one-hour later, I obtained another telephone call from Rafael, who mentioned he couldn't discover my house (17 XXX Street) therefore he visited my neighbor’s house (20 XXX Street) but “[I} didn't reply the door”. Overlooking the truth that this program of motion makes simply no feeling, I popped the doorway to determine a scruffy, middle aged guy without any id, in a pummelled van, additionally without any identification standing next door from my house, on my neighbor’s garden. He didn't have a moving order of the English vocabulary, and evidently, he anticipated me to allow him into my house. Clearly, used to do not allow him in and again mentioned that I had been awaiting Jorge. I named my spouse, who got the morning removed from function in the future home and attempt to straighten out this chaos.
At around 3:00 pm, I obtained a mobile call from Marlena at Direc TECHNOLOGY who suggested that Jorge wasn't sent to my house since she didn't possess a legitimate work-order from DirecTV. My partner again named DirecTV Customer Support and was, again, guaranteed that DirecTV had supplied Direc TECHNOLOGY using the correct paperwork. Marlena called another period, at roughly 4:00 pm to inform me that she didn't possess the correct paperwork, and thus needed to determine Jorge another work, which he'd not be visiting my house. (Curiously, Marlena had no understanding of Rafael; she didn't understand who delivered him, what workplace he originated from, or why he found my house.)
The outcome is the fact that I ended a scheduled appointment and my partner got a half-day-off from function to hold back to get a DirecTV specialist that didn't appear. At this time, my partner named DirecTV Customer Support and was informed he had a need to spend $105.93 by charge card before the specialist being sent; evidently, we were having “custom work” completed, that will be not section of our DirecTV Protection Program. Soon afterwards, Marlena named our house again, and recommended me that Jorge could be visiting our house the next evening (June 21). Marlena guaranteed me that people could be Jorge’s first work which we ought to anticipate him by 8:30 am. She offered me her immediate quantity in case that there is an issue.
Unsurprisingly, Jorge didn't get to 8:30 am as guaranteed. At roughly 10:00 am I named the amount Marlena supplied in my experience. A lady having a heavy Spanish accent answered the telephone. I expected for Marlena, and he or she mentioned anything to me in Spanish and hung-up on me. I thought that I'd misdialed, and so I waited a few minutes after which named the amount again. Exactly the same lady responded the telephone, and again, I expected for Marlena. She questioned me to put on on and that I noticed her pay the telephone and begin knocking on the (possibly shut) doorway, while yelling “Marlena, Marlena, get up.” She returned a few minutes later and explained that Marlena was sleeping. I discussed that Marlena was designed to have sent a specialist to my house which I had a need to talk to her instantly. Again, the telephone was pay and there is more knocking and much more “Marlena, Marlena, get up.” Fundamentally, Marlena acquired the telephone and that I recommended her that Jorge hadn't appeared as guaranteed. She mentioned that Jorge was not able to come since she nevertheless didn't possess a legitimate work-order, but that she'd invested the “entire day attempting to correct out the paperwork.”
Our partner named DirecTV Customer Support yet again, but again, he was guaranteed the paperwork was in position which DirecTV couldn't assist us whilst the issue was obviously with Direc TECHNOLOGY. At roughly 11:00 am, Marlena called again and suggested that Jorge was on his method and really should appear within twenty minutes.
Jorge didn't appear until 3:30 pm. He did finish the installation, nevertheless, the job was just slightly much better than the first installation. The wires continue to be badly mounted and ugly. Again, we approved this sub par function since we truly only needed the task finished. At this time, we'd previously lost three complete nights awaiting a specialist to exhibit up, and we'd created numerous telephone calls to both DirecTV and Direc TECHNOLOGY. Both my spouse and that I were completely embarrassed using the whole procedure, but we were treated the work was completed which the problem was solved. Sadly we were incorrect
As Jorge was supplying up his vehicle, he requested my spouse for $200 in money for that “custom work” he had completed. My partner explained he taken care of the job within the telephone via charge card, as well as in reality, noticed that the job purchase supplied to us plainly states “THIS SPECIALIST DOESN'T ACCEPT MONEY! ” regardless of this, Jorge stated that he'd removed far above that which was needed of him which he sensed he ought to be taken care of this company. My partner again declined to pay for him. Jorge subsequently named his “manager, ” talked to him shortly after which requested my spouse to consult with him. This “manager” who didn't provide his title requested my spouse to provide Jorge $200. My husband declined. The “manager” then stated, “why don’t you simply provide him $100 then? ” Again, my spouse declined and finally Jorge quit. My partner and that I were definitely astonished! First the specialist does not appear for three times, he then comes – hrs later than he was designed to – does a sub par work about the installment, and efforts to extort money from us? Is that this the kind of conduct DirecTV tolerates from its specialists?
Think it or not, it was not the finish of my issues. At roughly 6:00 pm I obtained a phone from Immediate TECHNOLOGY. The girl that named requested to talk to Jorge and mentioned he hadn't shut out the task and he or she had a need to understand roughly when he'd be achieved. I informed her that Jorge had quit my house over one hour before. She appeared puzzled and hungup. At roughly 7:30 pm a guy from Direc TECHNOLOGY named and questioned me exactly the same issue. He mentioned that Jorge was still shown to be “on the job” at our house and he had a need to understand when Jorge could be completed. I told him that Jorge had quit at about 5:00 pm, after seeking $200 in money from my spouse. He mentioned this was totally improper which he'd advance this towards the highest-level, which I ought to anticipate a phone from the boss within one-hour. 30 days later, I've nevertheless not obtained a mobile call from anybody at DirecTV or Immediate TECHNOLOGY.
When I mentioned earlier, I'm brining this for your interest so you know about those things of one's specialists as well as your Customer Support reps. This whole encounter was a headache, and also the conduct of one's employees’ is definitely an utter shame. Verizon happens to be along the way of adding fiberoptic lines in my own community, and that I guarantee you that the moment FIOS becomes accessible, I'll be eliminating my DirecTV support. To be honest, I'm fed up with your business utilizing the two-year dedication, deal extensions, and excessive termination costs to protect you from supplying also satisfactory customer support. Pity you, Mr. Carey
Regards,
Danielle T. Abramson
Cc: Direc TECHNOLOGY Keeping Co., Inc.
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