My complaint: Cheryl is the CSR and her rep number is: 29446. I already wrote an email to William Dodd. I have his direct email address through an online program that I use for business. Cheryll and the rest of the DirectPath team seem to think that when they here that the customer is from an "apt community" that they are some hourly worker who can't afford a house. SAdly, they do not realize that executives rent condos, town homes, and aprtments when they are working in another state on a regular basis. My position is a VP role and I treated her with respect, she should have done the same. When I moved to my town home in an upscale aprtment community, I was told that the only option for cable was DirecTV through DirecPath. I signed up for two years with DirecTV service through DirecPath. I have not had a problem in the 1yr and 7mos. Now, my service went out on a Saturday after having to restart the system a number of times in the previous week. Restart was not working. I called DirecTV and like always, they are great and answer quickly. Unfortunately, any DirecPath customers in multi-dwelling units MDU's, HAVE to go through DirecPath to schedule a technician. 1st, I was on hold for 25 minutes and some odd seconds just to get a rep on the phone from DirecPath. I could tell she was from India because of the accent, but she had great communication skills. I was sick in bed with the flu and no TV only to be on hold for 25 minutes. Despite my already agitated state, I was very pleasant and polite. She stated that the soonest she could get someone out was between 8am and 1pm on Wednesday. I explained to here that I work FT with no family in the state and that my hours are 7am-4 typically, but I could work something out to leave early one day if I could be on the schedule for a last appt. I also offered any Saturday to wait ALL day from the 8am-4pm, or to go in late one day to be the first appointment. Her absolutely rude toned response was, "I guess you will have to take a day off work". WOW, I was shocked. I then got mad and told her that I make more in one day at my office in salary than the charge for early termination. I also stated that Comcast, Charter, DirecTV, and even Dish have appts later and even on Saturday mornings and afternoons. I was with Comcast for years and they at least work with you. She answered with "we are not Comcast. Your other option is to sign a release (hold harmless) to allow our hourly tech to obtain and key and be in your home unattended. At Christmas??? Really. So, I cancelled my service and was told to call DirecTV to cancel billing. DirecTV has AMAZING customer service. For two full days, they bent over backwards trying to set me up as a customer directly just to get a tech there. Everything that they tried failed because DirecPath contracts with the Property and does not allow any other providers or techs. Unfortunately, there is a $20 per month early term fee for the remaining months. I am stuck with a $100 fee. I called Direcpath back and the same rude CSR answered. I was polite and told her the situation. She basically told me that there is nothing they could do. I told her that I was about to file a BBB complaint and a suit in the Magistrate Court for my County to recoup expenses for the time lost, term fee, filing fees etc. And that I wanted to speak with a supervisor. She said NO. I asked for her name and CSR number to put in my complaint and she laughed and gave it to me instructing me to do what I have to, but the supervisor would say the same thing. I am in the staffing industry and I know first hand of a situation where a theft ring was taken down in my County for a technician from a cable provider selling resident keys that were copied during an unattended service call. This ring would later come back and rob the customer. The tech had a spotless background and they expect me to do this at Christmas?
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