Kelly sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
Hi Michael,
I am writing you this email to stress my frustration with Directvs customer support. My goal was to buy a Directv receiver for my new RV. I called your customer support center 4 separate times and spoke to 10 different people. I was quoted 2 different prices for the same equipment no less than 4 times. I was put on hold 3 times only to be rerouted to another agent. One of the calls I was transferred within the phone system and then the call disconnected. I was begging your company to take my money but nobody was able to help me until I got ahold of agent no. 9 (Brad was his first name and unfortunately I did not get his last name). The only reason I am staying with your company is because I enjoy your programming and all the other companies customer support is worse (and that is really saying something). I am likely your most loyal customer having been with Directv for over 15 years. I have recommended to family and friends to move to Directv because Dish was horrible. I have even given Directv as a gift to my parents and my in-laws. My most recent experience has me terrified that I will have to call for assistance again once I finally get the HD receiver that I begged to buy. In closing, I hope you will seize the opportunity to improve your processes specifically for customers who require a non-standard solution.
Best Regards,
Kelly
