Rolando sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
Good Evening Mr. White,
My name is Rolando and I've been a customer for over 15 years and for the last 3 months I been trying to update my equipment with no happy results.
On June,2016 I scheduled an early appointment, I got an email and a text at 720amthat the tech was coming. At around 10am I called Directv and the company that directv is using in my region had canceled on me and said that I called and canceled. If I called and cancel it would be on the Directv webpage. I don't have a tech companies name or number but yet your customer service rep continue to say to me but Mr. Lopez you did cancel. No matter how many times I told them I didn't cancel they insisted I did. I was so upset I canceled my whole Directv subscription. I then reinstated the account because there no other company that carries certain channels my elderly mom watches(I can't do that to her).
The second time I schedule to get an update, the company stated to directv that they spoke to me and told me they were unable to respond to my lacoation because they ran out of equipment , really they ran out. Once again I told directv that I never spoke to them NEVER. Well directv couldn't not get anyone to me at all. I spoke to a Stevens, Jennifer and a Eric no last names as you can see and got no help what soever just a rescheduling. I asked for cooperate email and no one seems to have that either. The last few people I spoke to at directv you can tell from the way they were answering me that they were upset that I kept saying what happen to making your customers happy. I'm not happy. Only reason I stay with directv is because of my elderly mom that watches some channels that others don't have, if not I would have left.
I emailing you to see if there anyway you can do to help and investigate this company in my region as I spoke to one of there installers and they state that they do that all he time they call Directv and tell them that the customers wasn't home or the customer canceled. I tried to get this across to the customer service department but they seem to not be able to help in anyway. I device one of the supervisors at customer service that this is the second time this happens to me look at your records, someone there should have the power to override the situation and have another region company come and install this equipment for me and make your customer happy. They said no they can't do that. Wow I'm speechless. The company I work for would have done anything to make a customer happy after two different attempts and the same thing keeps happening. By the way 3 of my Directv units don't work, stop working, so until I get the upgrade I can't watch TV. Customers service doesn't care but I still have to pay the bill.....
Thank you for you time and cooperation and a response would be appreaciated .
Sincerely Your,
Rolando
