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Poor customer service, not what I usually experience

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Old 06-11-2014, 07:09 PM   #1  
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Unhappy Poor customer service, not what I usually experience

I called direct tv in May to ask if there were any promotions to help lower my bill. I am out of contract and have been a customer for over 10 years and have been very happy during that time for the most part. When I called and inquired about lowering my bill the rep said they had some promotions and would apply them to my account and lower my bill. Well I get my next bill and it actually went up $5. The rep didn't bother to apply the promotions and also didn't bother to check if I had any promotion falling off. So between what I was promised and what actually happened was a difference of $15. So I call back when I get my bill and get to speak to someone in customer retention. I explain to her what happened and she said it was unacceptable and stated I could bundle with my phone provider and save an additional 10 a month my hone bill and $10 on my direct tv bill. I said great and did everything with her over the phone. I call my phone provider as instructed to let them no I bundled with Direct TV and they said that isn't how it works and I would not get any lower rate. I then call direct TV again and speak to customer retention and they said oh yes we screwed up that was for only new phone customers and there is nothing they could do and I was out of luck. Really? My bill actually goes up, I am deceived twice and they are like too bad, nothing we can do. Way to keep a customer for over 10 years. I am out of contract and they are now losing me because of their don't give a damn attitude. What happened to their great customer service? Sorry for the long post but needed to explain it fully.
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Old 06-12-2014, 04:41 AM   #2  
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Call Back and at the end of the greeting "prompt" Say Cancel - and when you get a live person - Tell them your story and if you don't get satisfaction - Change providers.

It's really That simple
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Old 06-15-2014, 08:01 AM   #3  
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agree, when prompted say CANCEL, that will get you to someone that will bend over backwards to keep you. ive never had much luck with reps, i have had a great deal of luck with supervisors.
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Old 06-23-2014, 06:30 PM   #4  
How can anyone watch standard def?
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The people I spoke with were with the customer retention department including a supervisor. Thats what made it so disappointing. I thought after explaining all this to a supervisor she would have tried to do something, but nothing!!
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Old 06-26-2014, 01:58 PM   #5  
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I have been a Directv customer since Jan. 1997. I also ha Centurylink phone service, in partners with Directv for bundling prices, i experienced the same thing the OP did a year ago. Was told by Directv that i just needed to call Centurylink and set it up thru them. Centurylink was even going to give me a $100 Visa gift card. BUT nothing happened then. Dont remember but someone from one of them was supposed to call me. When weeks went by and i heard from mo one, I called Directv and was told this deal was only for new customers. I threw such a fit that i was transferred to someone in Retention. I ended up being given a $45 per month credit PLUS $100 credit towards my next bill to offset the $100 gift card.

So this is the last month for that credit and I called to see if they could continue to offer something. I said Cancel on the prompt menu and then asked if I had retention dept when reaching live person. Who basically told me I had been given quite a credit and if I wanted to save money I just needed to lower my packages. Nothing else and i could cancel if thats what I thought I needed to do.

He did try to interest me in the cheaper packages but you have to watch that because you will end up paying more. And he said he was going to send me an email listing all the channels in the cheaper packages. He said I should gave it within minutes following our phone call which was this morning and i have not received it.

I am irritated enough to cancel something I dont watch much of but my husband does and he does not like change of anything so I feel my hands are tied but yeah, very poor customer service.
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