High Def Forum
Thank you for visiting. This is our website archive. Please visit our main website by clicking the logo above.

Customer "Service"? Long Post...

chris83
01-16-2007, 08:50 AM
A very UNpleasant experience with DTV Customer Service yesterday. First, a little background:

Back in August of 2006 I re-upped with DTV. For doing so I received a $10 credit per month for one year, $10 off per month on HBO for 6 months (net payment of $2 per month) and the promise of free HD equipment and installation when I decided to upgrade to HD. Cool.

This past September I DID take the HD plunge. DirecTV came out and installed the 5LNB dish and H20 receiver at no charge (as they had promised) and I received 4 months free on their HD package. Once again, cool.

In October I started having trouble with HBO HD. I called DTV to schedule a “From 8AM-12 noon” service call, my wife took the day of the call off from work…and no one showed up until 8 PM. The fellow who showed up wasn’t sure WHAT the problem was (Dish? H20?), so we rescheduled another “From 8AM-12 noon” for two days later. This time I took a day of vacation and once again no one showed up; I called in mid-afternoon and was told there had been a snafu in their scheduling and that no one would be coming.

The next morning I spoke with customer service and wondered WHAT was going on. The CSR apologized for the inconvenience and said I’d receive a $20 “Missed Appointment Credit” on my account AND I’d receive ANOTHER 4 months free HD package service when my current free trial ended on 1/12/2007. I told the CSR I appreciated all that, but what I really wanted most was to have someone come out and correct the problem I was having. All the credits and promotions in the world don’t mean much if I can’t see the programming in the first place. Anyway, a couple days later we finally got a tech out; he replaced the H20 and the problem was solved.

A couple weeks later I checked my account online, but didn’t see any credit. Actually, the “Missed Appointment Credit” WAS on my bill, but the amount was “0”. I called DTV and was told that instead of the one time $20 credit, they were doing $10 off per month for 6 months. The CSR said “So, that’s a lot better deal, right?”. I said “Sure, as long as it DOES show up”. It never did. Then when I checked my most recent statement (1/3/2007) I saw that I had been charged for the HD package.

I called DTV yesterday and was transferred to a woman in Retention. I explained to her what I had been told by DirecTV regarding the promised credit and continued free HD package. At first she was very pleasant as she worked on my account. Apparently she started having some trouble inputting data regarding the credit and HD package and started getting a bit hostile. She said “You know, you’re ALREADY receiving a general $10 credit and a $10 HBO credit; I think that’s pretty good deal. You should be happy with THAT”. I told her that WAS a nice deal; however, I had gotten that back in August when I recommitted to DTV. However THESE issues were related to DTV missing two consecutive service calls; they had NOTHING to do with my previous credits. I told her that I hadn’t demanded anything out more of DTV at the time, but only that they get someone out to correct the technical problems I was having. I said “YOU folks told ME I’d be getting this for all the inconvenience I was caused. I didn’t ask for ANYTHING”.

She then said “Well, I don’t see ANY record of ANY of these “promises” in the notes on your account”. I said “So, even though I gave you the names of the CSR's I spoke with and the dates, you’re saying I was either given false information or I’m making this up?”. She said “Well, it appears that way. Anyway, I think we’ve already done a lot for you and you’re getting a great deal right now”.

Okay, now I was getting angry, but I didn’t raise my voice or act rudely at all. I said “My wife and I each used 8 hours of vacation time from our jobs on these service calls…for nothing. How much do you think THAT time is worth? After being told we’d receive those things for our inconvenience, which we haven't, I should just shut up and be happy with what I already have?”.

At that point she said “Okay; I’ll put the $20 credit on your account and re-do the HD package for four more months. But I can’t spend any more time on you; I have OTHER customers that I need to assist. But this is it; you’re not getting anything else from us”. At that point I thanked her for her “help” and hung up.

I know a lot of DirecTV customers think they should tons of freebies for various things; I don’t think that is the case here at all. DirecTV screwed up and then THEY said to ME “We’re sorry; we’ll do this for all your trouble and inconvenience”. I thought that was very cool and I appreciated it. Then, when those things DON’T happen, I call DirecTV and am basically told “Hey, you should be happy with what you have”. I didn’t ask for anything THEY didn’t promise ME.

Incredible. :confused:

WestDC
01-16-2007, 09:08 AM
Did they Ever Fix your problem with HBO? If you have the names and dates of the person's you spoke with I would have Cancelled My Service if I was that upset.

chris83
01-16-2007, 09:19 AM
Did they Ever Fix your problem with HBO? If you have the names and dates of the person's you spoke with I would have Cancelled My Service if I was that upset.

Yes they did. As I noted, once a tech finally showed up he determined the probelm was with the H20 receiver; once we replaced that the reception was fine.

Like I said, after these service call issues DirecTV says to me "We're very sorry; we'll do this and that to try and make it right". Then when I call about "this and that" I'm told I should just be happy with what I've already gotten.

Note to DirecTV: That's no way to treat your customers.

Hennyhhog
01-16-2007, 09:59 AM
Chris,
I could, like you, write just as long or longer story of my trials & tribulations with D* over the past six years. Basically when it comes down to it, after the vacation days taken, hours spent on the phone waiting for them, swapping recievers out, 1/2 ass tech support, there still my daddy!

Canned them last May & switched to digital cable HS service, now they are comming back this weekend to set me back up.

Hang in there!

voyager1
01-16-2007, 10:17 AM
no shock to me !!! read my previous post here :

http://www.highdefforum.com/showthread.php?t=34440

chris83
01-16-2007, 10:19 AM
Chris,
I could, like you, write just as long or longer story of my trials & tribulations with D* over the past six years. Basically when it comes down to it, after the vacation days taken, hours spent on the phone waiting for them, swapping recievers out, 1/2 ass tech support, there still my daddy!

Canned them last May & switched to digital cable HS service, now they are comming back this weekend to set me back up.

Hang in there!

Thank you.

I was just blown away by the attitude this CSR had. If I had called and been demanding a bunch of things out of the blue, that would be a different matter. But THEY screw up, promise me some perks for the inconvenience and when I call to inquire about it I'm treated like some kind of ungrateful cheapskate. :eek:

My wife and I DO like DTV, as opposed to Dish or Comcast, but to be treated like that is unacceptable.

1999cobra
01-17-2007, 05:46 AM
This is not an unfamiliar story. Sadly, this is not just related to DTV it is spread wide and deep throughout our society as it stands today. So much so, that it's expected to be treated badly by CS agents no matter who or what company or service they provide. The service industry in the US is nothing short of Piss/Poor pathetic.

To that end I will say - DirecTv has and is one of the only service providers that I have dealt with within the recent past that does practice "Goodies for Badies" in that when you encounter legitimate problems with your service - they provide perks and breaks on your bill and service to keep you happy.

For instance, my recent experience with Comcrap (to sum up quickly - I signed up and shut them off in less than ten days) When I called CS to complain about the many, many anomalies, screw ups, missed appointments, old broken down equipment - on, and on, and on. The CS agent said "Well if you don't like it you can always go back to DTV" Well I did - sometimes you don't know how good you have it till you loose it... "Count your chickens" because the alternative is CableCrap TV...

In a nut shell the service industry problem in this Country canned be explained with one quick favorite expression of mine - "You pay peanuts - You get Monkeys" ....