I write this while I am on hold with DirectTV - whom I have been talking with for over 2 hours solid. I have spoken to 8 people in 5 departments.
I should just hang up and not try anymore, but the principle of this drives me crazy.
I placed an order as a new customer on 2/7/10 and scheduled installation for 2/12/10. When the installer arrived (of course I had to take off work) his work order was incorrect and he didn't have the correct equipment.
When I called to correct the situation Sales told me that because the promotion that was in place on 2/7 when I placed my order had expired that I would not be eligible for the features that were originally quoted to me - even though DirectTV had made the error on my order in the first place.
When I questioned them about this Sales transferred me to Customer Services who very quickly transferred me to an Equipment dept. Equipment listened and said it sounded like a Sales issue and tranferred back to Sales. This time in Sales I was able to speak to a supervisor who essentially told me there was nothing she could do and that she would transfer me to Retention and they might be able to help me (oh yeah, the transfer disconnected and I had to call back and speak to another person in Sales before getting to Retention - so that makes 9 people).
The man in Retention took all my information and after some time told me that DirectTV would be able to honor the terms of my original order and transferred me back to Sales. Sales had no ability to enter the terms of my original order and in fact uncovered the error in my original order that led to this whole problem to begin with. Sales indicated that They could place my order and that Retention would be able to credit back the amount in question.
Now it gets good - you may want a drink, I know I do...
So I get transferred back to Retention and the man I speak to A.) has no knowledge of the first Retention Rep I spoke with and B.) tells me there is nothingRetention can do to help me since I am not a current client!
I have asked to speak to a supervisor and have been on hold waiting for this person for 20 minutes.
I realize I need to let this go and realize I'm just be screwed, but I hate when mega-companies treat customers so badly. Bottom line is that I will still save money over Comcast, but I think its wrong that DirectTV doesn't honor my original order.
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