I recently was notified in my DirecTV monthly statmenet that Live customer service availability has been reduced by 12 hours. The company provided the following notice:
Beginning 4/12/08, customer service representatives for general care will be available 8am-8pm local time. For self-service, directv.com is available 24 hours a day.
In January this year DirecTV announced a general price increase. I thought consumers that are contemplating signing up for DirecTV service should be aware of this alarming trend. On the 5 or 6 occasions that I have called Customer Service it has been to deal with programming and service problems that I tried and failed to solve through the web self-service offering. Had a live agent not been available I would have had a service outtage until 8am the following morning. Not bad if I'm watching the news. But if it were the final 30 minutes of the Superbowl or similar sporting event this would be totally unacceptable.
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