John sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
Hello Michael,
It pains me to have to write you this email, but I thought you might want to know what is happening to the once best customer service company. As a business customer and personal customer for over a decade, I know what great service you used to provide. Recently though, everything has changed from the attitudes on the phone to the wait times dealing with issues. My recent business issue and probably the last straw for me occurred a few minutes ago, after I spoke to Latesha about paying my current balance because my credit card was recently changed by USAA (my bank). It was going to cost me a $5 dollar charge to process the payment and according to Latesha she could not waive this fee as of May 1. I have had these fees waived over the years because I have been such a loyal customer and have brought my people over to you. As of today, that stops because I was not going to sit on the phone for 45 minutes to an hour to speak with a supervisor. It sounds to me like you have a quite a lot of problems going on and have been pulled down by the merger between ATT. It's a shame because you were the best ,but now a $5 charge will lose you thousands of dollars on both my accounts per year. Sorry for the notice, but it's sad to see a once great company fall to the dredges of the competition that pay the backend people peanuts, so you lose customers and then have to give it away on the front end to get them back. That used to work, but now people have too many options, so they won't be coming back. I wish the best of luck trying to recover from this deep hole ATT put you in.
P.S. A great friend of mine recently had a terrible experience with your customer service that wasted hours of his time. You probably lost another one due to the long wait times that NEVER happened prior to the merger.
Sincerely,
John
