Chris sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
My Son worked for Asurion, which is a trouble call center in Tupelo, MS contracted to handle Directv trouble calls. There was a family who had a house burn down and family members perished in the fire. They got behind on their Directv bill and their service was terminated. Because their service was terminated prior to the end of their service contract, a large early termination fee was added to their account. This person had called the Directv Call Center many times and were promised that action would be taken on their account. No action had been taken.
When my son received a call from this person, he saw the many requests from this family on their account notes where other Directv Call Center Representatives had promised to take care of this bill.
My son honored the promises made by others because he felt sorry for the hardship that this family was just put through. His reward for his honorable decision was termination with no progressive discipline or coaching. Prior to his termination, he had an excellent approval rating from his customers. Because of his excellent rating, Directv Call Center had placed him in a group that handled repeat trouble calls because of his excellent service.
If he should not have had the authority to make a decision like this, there should have been levels of automated approval built into the system that prevented his decision just like any corporation does for purchasing approvals.
This decision demonstrates dishonorable, cold and cruel regards for Directv Customers and their Call Center Employees.
I am very proud of my son for taking the moral high ground and helping this family during tragic times. He paid a high price for "doing the right thing".
I guess it is time for this long time Directv customer to look elsewhere for my entertainment dollars.
