Recently I had the pleasure of being in the middle of watching a program when my DirectTV service was shut off. I called DirecTV and was greeted by a very non-helpful person in a call center not located in the US. After about an hour of being on the phone with this person without success I was finally passed onto a level two tech. So, over an hour wasted in trying to get my service turned backed on for an account that was in good standing. The level two tech finally got things back up and running. Then three days later the whole scenario happens again.
So, I decided to write an e-mail to customer service and tell them how upset I was and how this was the final straw. I also explained to them that after the football regular season was over that I would be canceling my service. The brain trust at DirecTV decided to call me and tell me that since I requested that my service be shut off via e-mail that they were going to proceed.
I finally got to speak to a manager and explained to him how terrible their customer service has gotten. He apologized numerous times and asked what he could do to keep me as a customer. I told him that I wanted 20+ HD channels in my basic package. He said that he could not do that. That is just another reason why I am dropping DirecTV and moving on to FIOS TV.
I got a early experience with Direct TV luckily before I purchased it. I called to get it set up and scheduled the appointment. I had to take off work to have it installed so someone would be at home. They didn’t have a problem charging me for the unit and getting it to me, however they did have a problem keeping the appointment. They never even apoligized, they claimed that sometimes the technicians get behind. They did however offer to reschedule the first available appointment, in January (This was November and intended for Christmas, our cable was already canceled). I asked since it was their error, if they could put it on a priority and they said that was the first appointment that they had. I told them I wanted my money back and I would not be doing business with them, they informed me that since the unit was already opened it could not be returned. I had it opened for the tech? I was furious. I put the unit on e-bay, got a least something for it, and vowed never to do business with them again. What you posted Todd sounds about right. Sorry you had to go through that. I find it a shame that the customer service of a lot of companies, it seems, forgot about something as simple as common sense. It’s simple, if you want to keep customers, you treat them right, they can always go somewhere else. Duh?
I’m uncertain of the availability of Dish Network in your area, but I’ve personally had good success with them in the past.
– Dish is available however, I do not like what they have to offer.