I have been a quiet, happy customer for the past year. Always pay my bills on time. Never complain. So you can imagine how disappointed my experience has been the past few weeks.
I won't trouble you with all the specific details - like how I invested in a new sound system, 37" HD TV, and new TV Stand over the holidays - but I have a few pointers for you in the realm of customer service. My first problem occurred when I tried to upgrade my service to an HD receiver and DVR - only to find out that I had been paying for that since day one despite not having any of the hardware. The cordial man on the phone said he would kindly go back 30 days on my bill and credit for that overcharge. Ummmm, try 12 months! He put me on hold and then offered me 60 days of credit. I explained I was trying to spend more money and how NOW might be a great time to deliver service. He put me on hold and forwarded me to someone who actually did help me - but Step 1: EMPOWER YOUR EMPLOYEES.
My HD installation seemed to go fine - considering that when the installation man arrived he found we already had everything but the HD receiver. Hmmm, that explains the billing issue. We enjoyed beautiful HD programming on our HD TV for two full days. It was awesome - I told all my friends. Then on Saturday, right before the first NFL playoff game was to begin I noticed that none of the local HD channels were working. After waiting 45 minutes in a holding cue, I finally made it to a group you have called "Technical Service" - a more appropriate name would be "Technician Schedulers" - I left out all the defining adjectives because that would just take longer on the painfully irritating onhold system. I actually dealt with these unprofessional twits twice - the first time I wasn't in front of my TV because some of us aren't chained to our couch the way you would prefer, the second time the 17 year old girl had me reset my receiver - for the fourth time as I explained i had tried that and she flatly said, "A technician can come out on Tuesday to look at it." I requested to speak to a supervisor to help me further because clearly that's unacceptable - the first woman mentioned several things we would try if I would have been attached to the device. She rudely responded, "Fine - but they'll say the same thing." Click, click, click. Then Josh arrived and I can't tell you how angry I was as the game had already begun and that's kind of the whole point of this huge investment - sports and special effects - i don't really need The Real World in HD. He scolded me and my temperament. STEP TWO: CUSTOMER SERVICE EXISTS TO HELP PISSED OFF PEOPLE - TRAIN YOUR SUPPORT PERSONNEL TO EMPLOY EMPATHY AND PATIENCE WITH UNSATISFIED CUSTOMERS.
I made my appt for Tuesday. And I was very angry! At about 5:30 that evening, all the local HD channels amazingly started working again. On Sunday, the same thing happened. Nothing during the day, everything at night and early morning. Clearly there is a satellite issue. I went to your website and found a very informative discussion board that listed several similar problems all around the country. There were more troubleshooting tips there than anyone in Technical Service attempted to provide. I'd get rid of all those fools and just say - "check our discussion boards for more helpful answers or remain on hold indefinitely until someone will simply tell you to schedule a technician appointment so you miss more work and life only for it to maybe be fixed."
It took the technicians four hours to get our local HD working on Tuesday - something about a transmitter. Three hours later we had NO SERVICE through the HD receiver. No local. No national. And American Idol was about to begin. We called the technician who apologized and had no idea what could have happened in three hours but kindly offered to come back the next morning and try again. But something else went awry and he never showed up. So I called and spent over 10 minutes wading through the voice activated system and is so f*cked up that I can't even begin to explain the detailas (what's wrong with an escape path - you are WASTING MY TIME!!!) and someone asked if we'd be around that afternoon - I mean we've already invested 72 hours of waiting for you people with NO TV to watch - what's another four hours - who has a job anyway? STEP THREE: HIRE EMERGENCY SERVICE PEOPLE TO DEAL WITH UNSOLVED PROBLEMS.
My service is working now - but I have NO FAITH in Direct TV, your programming or your service. And for that, you suck.
Barely cordial,
Melanie Taylor