According to their web page, "at DIRECTV, excellence isn't just a goal. It's a promise. We are defining the best TV experience in the world through a compelling mix of content, technology and service." This philosophy and all of those outrageous claims may be true on paper but it is far from my experience as a new and currently disgruntle customer (on the *** of cancellation).
Yes it's true. Initially, I started out happy with the entire arrangement but the DTV experience managed to sour all of this good will to the point that I am now fed up and wish to cancel my service, obtain 2 recovery packs and send you your satellite boxes. In fact, that is what I am asking for. Obviously, I am not happy with DTV, but how did I get here?
Today, I called customer service again due to yet another unexplained service outage. The system just died on me. To me, this was just another routine call to a number that I've dialed so many times to describe too many problems that I know the number by heart! I explained to the rep that I watched TV for a brief period in the morning and turned it back on in the afternoon but only got the "searching for signal strength" prompt. Without warning or any prep, that rep simply transferred me to another. So, I explained my situation to that person all over again. She then connected me to "Luke," a supervisor to whom I retold my situation. He ended up telling me that I had to pay a technician to fix the equipment that DTV installed. I explained to him that I did nothing wrong. Why should I pay anything on faulty equipment that malfunctioned in just 6 months?
This just one of many issues I have with DTV. When periodic service laps motivate me to place reluctant customer service calls, the technicians seem to be relatively unskilled not only in technical matters but matters of customer service as well. They are often rude, short tempered and just plain wrong about the corrective information they provide. One didn't even speak the language very well. Can you imagine trying to explain a technical problem to someone who English is their second language? It makes me wonder how any one on earth can buy into this "promise" philosophy or any of the boasting described on your web page. Clearly, my experience shows that your staff does not.
I have been a customer of several TV service providers over many years. However, I have NEVER experienced so many technical, logistical and service problems as I have with DTV. The problems ranged from no shows installation techs (the first red flag - looking back), to rude, untrained customer service staff (including so called managers), technical service reps devoid of any appreciable technical expertise, faulty equipment, unreliable service and to top it all off, lousy programming!
The second red flag was the price. Initially, I was sold a package that was to cost $32.67 after staff and a sales representative crunched all the numbers. This was significantly less than what I was currently paying another service provider. Based on this data, I made a purchase decision. However, one month later when the bill arrives it's for nearly $50.00. Now, you don't have to be a practitioner of Euclidean geometry to recognize this numbers game. It's the old bate and switch. I was lured in by the promise of great service at an unbeatable price only to end up with neither. When I contacted customer service, no one knew anything about that offer and the sales person was no where to be found. That turned out not to be surprising since your company has outsourced call centers to India, the Philippines and other regions. It seems that much of the operations are subcontracted to all types of individuals under various conditions.
Obviously, had I known that these types of tricks were being used I would have never signed up with your company. When searching for the appropriate word to describe my exposure to the "DTV experience," only one comes to mind - horrendous!
According to your webpage however, DTV offers great technology and services to its customers. That's the spin. The reality is that you are not even providing consistent substandard services. The key word is consistent. In fact, what I've experienced is nothing short of a breach of contract as DTV has consistently failed to honor its own boastful, grandiose claims dealing through dishonest business practices as it doled out inept, crude and horrible service on many levels.
Personally, I know several customers who are not too happy with what DTV is actually providing. In fact, a casual search online reveals a plethora of DTV complaint pages noting the same types of complaints contained in this letter. If you do this search, you will read countless customers complaints about shoddy services, rude managerial staff, numerous unexplained service outages, inconsiderate and untrained customer service personnel, unreliable equipment, extended hold times during calls, etc, etc, etc... Has anyone from this company dared to take a look? Does anyone at this company really even care enough to look?
I don't understand how your company can make such outrageous claims and then not even meet basic customer's expectations. It's not that you've lowered the bar on the provision of even basic customer and technical services, you've actually dropped it.
Product or Service Mentioned: Directv Tv Package.