Kim sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
Dear sir,
I'm very sorry to trouble you with this I'm sure you are very busy. My name is Kim , on May 16th I got direct tv. I've had att U-verse for a while and always been happy with it. When your installer Dan came out to do the installation I showed him where the tv's were. We went to the basement where my last tv was. A 55" Visio smart tv, my baby. I had just received it as a Christmas gift from my parents. He pulled the tv out took the cable off and pushed the tv back we went upstairs right after he went out back and I went to my couch. I no sooner got there when I heard the crash from the basement. I ran downstairs to find my tv on the floor broken. I went out and told the installer he came in and looked at it. Said you saw I had it secure. Well no I didn't obviously it wasn't or it wouldn't have crashed to the ground a minute or so later. His supervisor came out took pictures gave me the general managers business card and told me to right a statement and send two estimates for a new tv. I did this that was the 17th I received an email back from Jeremy Wilson the gm saying my claim was being processed and I would here within a few days. It's now been two and a half weeks and still I've heard nothing. I emailed him again on th 27th and then again June 1st. I have got no reply from him. Never even received an apology nothing and can't even get a reply on what is going on and when my tv will be replaced. I wasn't given any other names or numbers to contact so I looked you up. I'm very frustrated at this point and just want this resolved. I would really appreciate any help you might be able to give me. Thank you so much for your attention to this matter.
Sincerely Kim
