10 Days of Hell with DirecTV Customer Service
Below is a summary of events that have taken place with DirecTV customer service for almost three weeks. As you will see, I am not only displeased with the service but frustrated as I am getting the run around, not receiving requested return calls, and quite frankly hitting dead ends. Being a customer of DirecTV for over 15 years in Maryland, this is not the way a long-standing customer, or any customer for that matter, should be treated.
Per a conversation with the sales agent, Andrew G, we discussed the DirecTV package via IM. On several occasions he confirmed that the installer would remove the existing dishes and wiring from your competitors free of charge.
Here is the DirecTV package as it is written and agreed upon:
-- Included the Xtra Package – 220 channels
-- Included the Max Plus Standalone – up to 18 Mbps internet speed
-- We will receive one bill
-- We will receive a rewards card worth $100
-- We will receive NFL Sunday Ticket thru 2017
-- We will receive 3 months of PPV channels
-- We will receive a new dish
-- The tech will come out to install the new dish and remove all old ones and wiring, even those not AT&T or DirectV. He will seal holes if there are any in the roof at no extra charge.
-- There are no additional installation or activation fees
-- The equipment for the internet (AT&T) will remain the same
-- There is a two year commitment
-- After the two year commitment, if we do not renew DirecTV, the AT&T internet fee will go back to the current rate it is now?
-- The rate will not increase for the second year (a note will be made in the file)
-- $88/month plus taxes
-- $21.55 shipping and handling for equipment (which has already been charged to my bank account)
1/30/16 – Approximately 9:15 am
-- Installer, Aubrey, showed up around 9:15 am and said he was not aware of the removal of the existing dishes and wiring.
-- We walked around the left side of house, and I showed him the dishes and wiring to be removed.
-- He noted the Dish’s dish was installed on the eave and would be easy—no roof repair.
-- He said he could do it off the clock. Some installers charge about $40
-- He furthered stated that he could come back in plain clothes and mentioned a fee.
-- At this time my wife, Karen, came outside to check on the situation.
-- We walked around the right side of the house as I showed him the existing DirecTV, AT&T (explaining it is active), Time Warner, and a few existing cut wires.
-- I further explained they went around the house and into the crawl space which will also have to be removed.
-- He said he would have to contact his supervisor and get approval to remove; which his supervisor approved him to do for free.
-- He spoke with his supervisor, explained the task at hand, while I waited for a response.
-- He finished the call with his supervisor and said he would go ahead and do this work.
-- He then said he would remove the Dish and the associated wires to the Dish.
-- He said he would not touch AT&T. I said that is okay as it is currently active with the internet.
-- He said he would remove Time Warner to the line but would not touch the line to the pole. I said I would go ahead and remove the wire myself.
-- He immediately responded I could not remove it because they would think he removed it.
-- At this time my wife, Karen, went back inside the house.
-- He then said he cannot do any of this work as he has a family and mouths to feed.
-- He furthered that if he changed the DirecTV dish it would have been a 10 minute job as all the wiring is in place.
-- He said he could come back without the DirecTV truck again suggesting he get paid on the side.
-- He then said he did not want to get in trouble and would not do any of this work.
-- I said didn’t your supervisor okay this work? He said yes, but he does not want to get him (his supervisor) or the regional manager in trouble. He added he was not getting paid for this extra work.
-- I said how can you get him in trouble as this is my property, and I am giving you permission.
-- I even suggested that he mark the wires for me, and I would remove them.
-- He said he did not want anyone to see him or the DirecTV truck.
-- I reiterated that I have an IM stating that he would remove the dishes and wires at no extra charge.
-- I said I wound also give him a document stating I gave him permission.
-- He kept saying that he would work on the side as he was not going to get paid for this work.
-- I asked him to remove the existing DirecTV and associated wiring. He abruptly said no.
-- I asked him if this was all about him getting money on the side. He did not respond but rather just looked at me. I said I thought so.
-- I told him to get off my property.
-- This took about 30 minutes; he sat in the front of my house until approximately 10:30.
I firmly believe that he did not want to remove the dish and/or associated wires without additional compensation even though I have it documented and his supervisor gave him the go ahead. His supervisor directed him to perform a task which he did not do which is insubordination. His behavior was less than professional and a poor representation for DirecTV. I hope appropriate action is taken regarding this installer.
1/30/16 – 10:10 am
-- I immediately went into the house and contacted DirecTV at 800/519-1823.
-- I spoke to a gentleman who transferred me to Jen, who would help me file a complaint.
-- I discussed with her as noted above what happened during the scheduled installation.
-- I emphasized I believed the installer was trying to initiate side work.
-- I also emphasized that removal of the dishes and wires was included in my package with DirecTV.
-- She noted that the supervisor should not have given the installer permission to remove the dishes and wires.
-- She noted that she would be taking action on this issue.
-- She noted that because I was told the dishes and wires were going to be removed at no additional charge she was going to put me on hold and try to schedule a senior installer that would take care of this issue.
-- She got back on the phone and told me that all was resolved and someone would be at my house between 12:00 noon and 4:00 pm.
-- No one called; no one showed.
As a side note, I had my step children and friend from out of town staying with me. We had plans to do something. Unfortunately we were unable to do anything as DirecTV had my time scheduled from 8:00 am until 4:00 pm. We were also looking forward to watching the ProBowl on Sunday, which also did not happen. This weekend was not only frustrating it was non-productive for me, my family, and my friend.
1/31/16 – 2/4/16
-- No follow up calls from DirecTV.
2/5/16 – 10:00 am
-- I called DirecTV at 800/519-1823 and spoke to David, who pulled up my phone number and records.
-- I again discussed with him as noted above what happened during the scheduled installation and the call with Jen.
-- I emphasized I believed the installer was trying to initiate side work.
-- I also emphasized that removal of the dishes and wires was included in my package with DirecTV.
-- While there was record I filed a complaint, there was no record of a reschedule for 1/30/16 between 12:00 noon and 4:00 pm.
-- David said he would also file a complaint of my unsuccessful attempts to get this matter resolved.
-- David said that it was up to the installer if he wanted to remove the dish and wires; David could not give a guarantee.
-- David said he could schedule me for 2/8/16 8:00 am – 12:00 noon.
-- I noted that I worked and was unable to be there at that time.
-- I told him I was available on Saturdays (2/6/16).
-- David said he would have a dispatcher contact me to see if there was anything they could do to schedule me in for 2/6/16.
2/5/16 – 11:00 am
-- A dispatcher, Contessa, called me immediately after I hung up with David.
-- I again discussed with her as noted above what happened during the scheduled installation, the call with Jen, and the call with David.
-- I emphasized I believed the installer was trying to initiate side work.
-- Contessa also said it was up to the installer if he wanted to remove the dish and wires.
-- I asked her for the corporate number as I wanted to escalate this issue.
-- She told me to contact the main office at 800-531-5000 and ask for the corporate number as she did not have it.
-- She told me that I was scheduled to have service 2/8/16 between 8:00 and 12:00 noon.
-- I told her I worked and was unable to be there at that time.
-- I told her I was available on Saturdays (2/6/16).
-- She told me she would get in touch with a supervisor and have them contact me to discuss the issues above and to talk about schedule for 2/6/16.
2/5/16 – 2/7/16
-- No follow up calls from DirecTV.
-- I did receive an automated call on 2/7/16 at 6:30 pm confirming the 2/8/16 install which I cancelled twice.
2/8/16
-- At 8:01 am I received another automated call confirming the 2/8/16 install which I cancelled twice.
-- At 8:05 am I contacted DirecTV and spoke to Tiffany.
-- I again discussed with her as noted above what happened during the scheduled installation, the call with Jen, the call with David, the call with Contessa, and the automated calls.
-- Tiffany cancelled the 2/8/16 appointment and told me someone would be contacting me.
-- At 12:54 pm I received yet another automated call confirming the installer would be contacting me for the install on 2/8/16.
-- At 12:55 pm I received a call from the installer that he was on his way to install DirecTV.
-- I told the installer the appointment was cancelled.
-- I gave the installer a brief summary of everything noted in the document above.
-- At 1:03 pm I missed an incoming call from DirecTV. Please keep in mind I am at work and trying to handle this issue that is clearly no fault of mine.
-- At 1:04 pm I returned the call from 803/873-9825 and spoke to Jerrell, dispatch.
-- I again discussed with him as noted above what happened during the scheduled installation, the call with Jen, the call with David, the call with Contessa, the automated calls, and the calls with Tiffany.
-- I asked him if he was a supervisor as I have been waiting for a call, and he told me he was a dispatch. He furthered there were no supervisors in his office—just another person, Dave.
-- He pulled up my information on the computer.
-- He mentioned an email he had in front of him and began to read it, “....customer...illegal/against the law....”
-- I stopped him and asked him what that was all about? “Who wrote it?” “Where did it come from.”
-- He quickly changed up and kept going back to “his job is to get the installer out there.” “...to get the job scheduled.”
-- He also added, “Why am I (meaning me) going back to these issues?” “I (meaning me) should move forward.”
-- Every time I tried to refer back to the email, instead of responding to my questions, he spoke over me repeating the above.
-- He then added, “I (meaning him) am not doing my job if I am listening to this...I (meaning me) should move forward.” Again showing no concern for an upset customer who has received poor service to date.
-- He then said that the customer is always right which I disagreed with as it truly depends on the situation.
-- I asked him who sent the installer out to my house as I cancelled the appointment.
-- He said he was trying to get the job done. He further spoke about he has a pile on the left of him and a pile on the right of him. My personal take on this was we as customers are a number and he is pushing paperwork.
-- I finally told him that I needed to talk to a supervisor prior to any work being done.
-- He told me he could email a supervisor my number, and he would personally be sure this was taken care of.
2/9/16
--No follow up call from DirecTV
2/10/16
-- Contessa (from the 2/5/16 call) called for a follow up and left a message – (I am at work and was in a meeting).
-- I am unable to return the call to her direct as the number she left is the main number.
While each DirecTV employee assures me that this issue will be handled, they will personally keep track of it, and they will contact me back, Contessa is the only one that has followed up.
As you can see in this document, I have no success in resolving this issue, therefore, I have decided to escalate it to the DirecTV CEO with some hope that this can be resolved quickly.
