Sharon sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
Hello,
My husband and I have been DirecTV customers since the 1990s. I recently called to try to lower my bill and for the first time had to move down from the premiere package. The representative also told me that I could upgrade to new genies for no cost. An appointment was made for this morning for someone to come to my home. When we called, we were told a technician had called with no answer and drove away. He left an inaccurate description of my home. A supervisor apologized that they were at the wrong house and said someone would come out today.
I just received a call that no one is coming today and I have to wait until the 22nd for someone to come out. I was also told that they called a number that we had disconnected over 2 years ago when we moved from NJ to CA (we updated our new address and phone number when we moved and have had several dealings with DirecTV since). Again I spoke to a supervisor, Stephanie, who said there was nothing that could be done. Why can't the original guy who went to the wrong home come here by the end of the day? Surely he has the time free that was allotted to my service! I was told the order was cancelled since no one answered. The serviceman said our house was beige (it's gray) and there were 2 cars in the driveway (which is impossible as there is major construction going on at my home and there are wheelbarrows, cement mixers, stones, blocks, etc strewn about). A good description from the serviceman would have been a war zone if he had 'actually' come to my home.
As long-time customers in good standing I don't understand how lying and making customers take TWO days off from work is good service!! Shame on DirecTV!! Maybe it's time to care more about the customers (especially those who have been loyal whose rates are constantly being raised!!).
Respectfully,
Sharon Kevin
