Tracy sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
Good Morning Mike, John Carmen,
I am writing to express my complete and utter disgust and disappointment with the level of customer service (or lack thereof) that Directv and ATT has provided. My husband, Steve, has spent over 20 hours of time on the phone with your representatives since the beginning of August and has had nothing but one problem and screw up after another - this is unacceptable!!
My husband travels for a living and I get very little time with him. When he is spending hours upon hours of our family time on the phone I begin to have a problem, a VERY BIG PROBLEM. I myself attempted to call yesterday to try and get resolution and was passed around like a hot potato from idiot to idiot for 35 minutes until I had eventually gotten sick of sitting on hold for over a half hour and hung up. HOW IS THAT CUSTOMER SERVICE? I worked in a call center many years ago during college and I can't even begin to comprehend how a company can remain in business with such awful service.
Here is what is going on: after more then 6 YEARS with Directv we choose to cancel because we continued to try to get upgraded receivers (like all the new customers were getting) and were consistently refused them. Your retention department offered my husband 12 months of free NFL Sunday Ticket in addition to a $50 credit on the account for 12 months to get us to stay, plus upgraded Genie receivers and we accepted. Since then the NIGHTMARE began.
The receivers came, but the $50 credit never showed up on our account and now after several people saw the comment stating we were to get the credit, mysteriously the comment has disappeared and it has still not been added to our account. In addition, they are stating they don't records the calls (come on we all know you do as do all major call centers!!) so they refuse to pull call records. In addition, NFL Sunday Ticket has not ever worked and every single Sunday we call and they say "oh I cant get the signal to send let me transfer you"....then the hot potato game begins again and my husband is transferred around and around to more incompetent people until finally he is hung up on somewhere through the transfer game. Oh yes, and we were also doubled billed!! One bill from Directv and one from ATT - really - even the billing department is incompetent!! Through this my husband has been nothing but kind and nice to everyone and now my patience is done. I AM DEALING WITH THIS NOW AND I AM ANGRY!!!
Here is what I want done: I want one of YOU to call me - not some other incompetent person from your office and not some supervisor, YOU. Then I want you to 3 way call with someone competent enough to resolve this while you remain on the line until it is resolved. I also want a credit of $20 per hour that my husband has been on the phone with you. I will send you the records from his phone of in excess of 20 hours. This will be on top of the $50 credit that I now want extended for 2 years instead of one. I also want the NFL Sunday ticket immediately working on my Directv and it will be free for 2 years as well. If you do not comply with my reasonable request - yes at this point this is a reasonable request - then I will contact the Better Business Bureau and Attorney General and will submit all call records and email records to them.
I will look forward to your prompt call today, Monday September 26th.
Thanks!
Tracy
